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It doesn't take a Guru to leverage these tools
October 05, 2023

It doesn't take a Guru to leverage these tools

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Guru

We utilize Guru to communicate with product teams by asking technical questions and documenting responses to populate a knowledge base. This covers the gamut from customer driven questions, which we can then document and knowledge share the information for future needs, to internal processes and procedures. We can leverage Guru to create a card with general information, and nest links to other Guru cards, or external resources, to help guide users of all experience levels to the resources they need.
  • Allow for easy creation of knowledge base documentation
  • Powerful search that can interpret questions to find the documentation you're looking for
  • Facilitate spaces for Q&A between teams, and a method to document outcomes to be found by other employees with similar queries
  • My recommendation is to add "Ask an Expert" back into the Chrome widget. The removal of that feature felts strange.
  • Question functionality could use some love. Perhaps it's just our organization, but when a question is resolved, end users lose visibility into the conversation itself.
  • Removing Questions from Tasks and giving it a greater level of visibility without having to go into a sub menu to access would also be nice. It's not as new-user friendly to tuck them away as they are.
  • Guru has been a huge time saver by making it quick and easy to find previously documented questions and answers. I can't speak for the organization as a whole, but it has been invaluable to me personally; I've saved quite a few hours over this year alone, and the new cards we've created based on questions I've asked that didn't previously exist, will save other team members time downstream.
  • It takes time to build out your database of cards, but the time you invest in making knowledge more accessible, will pay huge dividends down the line.
We still use Salesforce Lightning, but it was challenging to find documentation needed, and also manage access to that data as most of our employees do not have or need Salesforce access. The same applies to Confluence.

Guru is used as a way to connect the tools individual teams need and use. Our Technical Writers own Guru and do an incredible job of leveraging the tools available to make accessible knowledge documents for the entire company, something we couldn't do before.

Do you think Guru delivers good value for the price?

Not sure

Are you happy with Guru's feature set?

Yes

Did Guru live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Guru go as expected?

I wasn't involved with the implementation phase

Would you buy Guru again?

Yes

If you're looking for a tool to help route questions to teams related to technical features or process, and document the question and end answer, this is a great tool. The integrations into other systems (such as a browser widget or Slack integration) make asking questions and getting answers super easy, and allow for a functional way to help build out a knowledge base.

On it's own, functionality for dialog on questions is a bit more limited, so I'd recommend integrating into another collaborative tool like Slack, where you can really leverage the search function and still have the ability to facilitate a discussion with multiple teams on existing or new Guru cards.