Guru vs. OpenText Core Experience Insights

All organizations can benefit from a platform like Guru. The platform allows content to be easily searched in one central location. Information is key to everyone doing their work correctly, and Guru brings access to information in one central location. I can't imagine a scenario where an organization wouldn't benefit from this platform. It's excellent for cross-functional work.

Incentivized

OpenText Core Experience Insights is one of the best products to visualize data coming across your application landscape. The visualization tool is very powerful and well designed. Delivering an email campaign is also very easy as well as monitoring it.

Incentivized

• Simplified navigation with the use of keywords, making it quite easy to find an article.
• Reading notices when a Guru is updated, and the new parts highlighted makes it much easier when we must always be up to date.
• Provides an organized view of policies and workflows.

Incentivized

• Helps to determine our lead scoring
• Captures analytics accurately from multiple channels
• Helps us to visualize at what point leads will turn into sales

Incentivized

• It's not clear how to relate/ attach other guru cards. The feature exists but is not very easy to spot.
• We often find it difficult to search because we don't remember the card's title. I would love it if the tag words worked better.
• Once editing a card, instead of adding someone to collaborate on a draft, it would be good to send the draft to someone via email. I find people often ignore these emails/pings if it's just a draft collaboration. The wording could be to ask someone to verify the draft.

Incentivized

• While doing a custom drilldown to show data by regions, results are displayed in clunky graphs with no good appeal.

Incentivized

I rated Guru a 9 out of 10 for renewal likelihood because it has significantly enhanced our processes and customer satisfaction in the automotive rental company. Guru’s user-friendly interface and organized knowledge base make it easy to access and update essential information, which is crucial for maintaining high operational standards. The tool’s integration with other platforms, like the Guru Chrome extension, streamlines our workflow, increasing efficiency and productivity. One of the standout features is the ability to favorite cards, allowing quick access to frequently used information, which saves time and ensures accuracy in customer interactions. Additionally, Guru’s analytics feature helps us identify which resources need updating, ensuring our knowledge base remains relevant and effective. The only reason it’s not a perfect 10 is occasional slow performance and occasional inaccuracies in search results. However, these minor issues do not overshadow the overall benefits Guru provides. Its consistent updates and reminders further enhance our ability to deliver excellent customer support, making it an indispensable tool for our team.

Incentivized

I give this rating because I really find Guru useful and user-friendly. You can easily follow and understand the steps and information from Guru. It has suited every issue that I have handled, and I was able to resolve it with the help of Guru. I hope that more people will find it helpful.

Incentivized

I have never encountered an outage with Guru in the year+ we've had it. I also never encountered an outage at the previous company where I used Guru. It has been extremely reliable.

Incentivized

There is some occasional slowness, or multiple refreshes before content will load. This doesn't happen frequently, though, and I don't get complaints from teammates about it.

Incentivized

The only reason I do not give it a a ten is because I think there is still some room for improvement in meeting the different time zone needs of their customers, but overall their support is top notch. Friendly, capable, and quick.

Incentivized

I would rate the in-person training for Guru a solid 9 out of 10. The session was incredibly valuable as it provided comprehensive insights into using Guru effectively. I learned a lot about the tool's functionalities, which significantly enhanced my proficiency and confidence in utilizing Guru for my daily tasks. The training was engaging, informative, and tailored well to ensure I could apply what I learned immediately. Overall, it was a highly productive and beneficial learning experience.

Incentivized

I would rate the online training for Guru a strong 8 out of 10. While it lacked the interactive nature of in-person sessions, the content was well-structured and delivered effectively. The training modules were clear and comprehensive, covering all essential aspects of using Guru. The flexibility of online training allowed me to learn at my own pace and revisit topics as needed. Overall, it provided a solid foundation and practical understanding of Guru's functionalities, making it a valuable learning experience despite the virtual format.

Incentivized

You will need a very strong team of guru champions in order to get EVERYONE and EVERYTHING on Guru, it takes some craziness and over talking about guru everywhere to get people to be exicted, contribute and use. If you are starting any kind of buisness and you need KB, just go for guru as fast as you can because when you will grow you will thank yourself.

Incentivized

Guru is a vastly superior product for centralizing company knowledge, and in many ways, we feel that there is "more gas in the tank" with the tool (AI search, etc) and ways that we have yet to unlock all of its potential fully. This is primarily a resourcing issue on our side, not a fault of the Guru tool or team.

Incentivized

OpenText Core Experience Insights stacks up against other vendors by providing Enhanced opportunities and Policy compliance reports Skills feedback Defect reporting and TNI Agent performance reporting Overall compliance and governance Continuous improvement End-to-end account study Customer complaint analysis Upstream process feedback Business non-value add analysis Vital business insights Transformation opportunities

Incentivized

Guru is somewhat expensive compared to what our org is typically willing to spend on software solutions. Additionally, there is a price difference per seat when paid monthly versus annually, which was a big downside for us as my company didn't want to commit to an annual cost.

Incentivized

Right now, only customer support using Guru

Incentivized

• Guru allows our team to quickly reference available learning/knowledge materials with our clients on a daily basis and provide better support at every outreach
• With that said, spreading those same resources across two major global teams in the USA and Germany can lead to some inconsistencies. The i-frame process is not very intuitive for this scenario and our team treats policy/procedural differences as separate card or article entities.
• Guru allowed our organization to pioneer and establish a dedicated knowledge team component, of subject matter experts who work in tangent with existing resources, create new ones, and vet collective knowledge.

Incentivized

• No changes till now, as we do not have used it long enough

Incentivized