You must have Author access in the Collection that the Card lives in to make a Knowledge Trigger for that Card.
Knowledge Triggers will appear as long as the specific fields that you have set up consistently appear on the screen. Unfortunately, we do not support Knowledge Triggers over live chat or fields that are inputted or selected from a dropdown menu.
There are two types of Knowledge Triggers:
"Equals" Triggers: Surface knowledge based on a field and its value
"Exists" Triggers: Surface knowledge if a word or phrase appears on the page
How do Knowledge Triggers work?
Knowledge Triggers are tied to a specific domain. You need to create a new Knowledge Trigger for every domain that you want the trigger to surface over.
You can repeat this process to add as many Cards as you’d like to the Trigger. If you'd like to surface a lot of Cards at once, you can assign a Board as well.
A trigger spells the logic out for you: “If Industry (Field) is Technology (Field Value), then display [CARD].”
The Trigger's knowledge assignment will only be visible to users who have permission to view the specified card. The title of the Knowledge Trigger will be visible to all users.
You will not be able to click Save until you have created a title for your Knowledge Trigger.
If a user does not have access to the Card shown by the Knowledge Trigger, the title of the Knowledge Trigger will appear. However, the Card assignments won't appear. Only users who have access to the Cards will see the Card and be able to click into it.
Creating an “Equals” Knowledge Trigger
The logic here is “If [Word] is near [Other Word], then show [Card].”
This type of trigger is useful for surfacing content that will be relevant whenever a certain field value is on a page (i.e. "When the Stage is 'Open', then show this Card.")
While Knowledge Triggers can be set up on any webpage (i.e. Intercom, Zendesk, Gmail, etc.), we are using Salesforce as an example for these instructions.
1. Open the Guru extension, click on your avatar, then select Knowledge Triggers.
2. Input the title of your Knowledge Trigger in Display Title.
3. Find the field in Salesforce you want to map to and input its name in “IF” (e.g. Industry).
4. Input the value of that Field after “equals” (e.g. Shipping). If you want to add multiple text values (e.g. If Industry equals Shipping OR Agriculture) select Add/Edit additional text values.
If you want to add multiple conditions (e.g. If Industry equals Shipping AND if Stage equals Negotiation), select Add a Condition. You can only create Knowledge Triggers with AND logic for "equals" triggers.
5. Next, under Knowledge Assignments, click Add an Assignment.
6. Then click Assign a Card under where it says Then display.
7. When you click Assign a Card a box will pop up with a Search bar. Search for the Guru Card you’d like to select and click that Card.
8. Once you have double-checked that everything looks the way you want it to, select Save.
Any time that the specified Field Value populates in the specified Field, the Guru extension icon will turn into a yellow lightning bolt, and your specified Card will be shown to the user when they click into the extension:
You can see if the page you are on has any Knowledge Triggers already set up by clicking the Suggestions icon (a lightning bolt) in the Guru extension.
Creating an “Exists” Trigger
The logic here is “If [Word] exists on this page, then show [Card].”
This type of trigger is useful for surfacing content that will be relevant whenever a certain word, field, or value is on a page.
Guru uses "AND" logic if you add multiple "exists" conditions to one Knowledge Trigger.
First, decide on what you want the Trigger to be named, and input this in Display Title.
Find the field in Salesforce you want to map to and input its name in “IF” (e.g. Industry).
If you want to add multiple conditions (e.g. If ABC Software exists on this page AND Rick Nucci exists on this page), select Add a Condition.
Next, under Knowledge Assignments, click Add an Assignment.
Then click add a Card under where it says Then display.
When you click add a Card a box will pop up with a Search bar. Search for the Guru Card you’d like to select and click that Card.
☎️ Contact us
Please reach out to firstname.lastname@example.org if you have a question about a specific use case for Knowledge Triggers.