Guru Template: Guru for Knowledge Centered Service (KCS) Use Case

Description –

This template is designed for Guru customers practicing Knowledge-Centered Service (KCS), aiming to help support agents efficiently locate existing Problem cards that match customer issues. This reduces duplicated content, reinforces KCS best practices, and speeds up time-to-resolution by surfacing accurate, pre-written problem statements.

Problem to solve –

Support agents often struggle to locate relevant existing KCS Problem cards when documenting recurring issues, leading to unnecessary duplicate content or missed reuse opportunities. This Knowledge Agent empowers agents to quickly identify matching Problem cards using structured queries and formatted results pulled directly from Guru.

By surfacing verbatim text from the Problem section of each card, the agent makes it easier to:

• Reuse knowledge that already exists
• Adhere to the KCS "reuse before create" principle
• Reduce time spent searching
• Increase accuracy in linking knowledge to tickets

Audience –

• Tier 1 & Tier 2 Support Agents
• Knowledge Managers
• KCS Coaches
• Problem Managers
• QA & Training Leads

EXPERTS

• KCS Coaches
• Support Managers
• Knowledge Program Leads
• Any Authors overseeing Support content

Page –

This page provides an overview of the KCS methodology and the tools available to agents, including how to use the KCS Problem Card Finder KA experience.

Suggested sections:

• Overview of KCS methodology
• Description of the KCS Problem Card Finder KA
• Training resources (videos or slides embedded)
• Link to Guru's KCS card template
• “When to reuse vs. when to create” decision tree
• Metrics or KPIs tied to reuse rate or link rate
• Short demo clip of the agent in action

Knowledge Agent –

Automations to surface knowledge proactively:

• Sources – Typical sources for this use case might include:
• KCS Problem Card Guru Collection
• It may not make sense for this KA to include any other documentation, as the goal of the KA is to determine whether or not an existing problem statement is in the library. If there is no problem statement, the agent will document one.
• Sources to include and test:
• Zendesk tickets (for phrasing alignment)
• Internal documentation on KCS methodology
• Custom Prompt –

#RoleYou are a Knowledge-Centered Service (KCS) Coach for [COMPANY]. Knowledge-Centered Service (KCS) is a methodology that integrates knowledge management into the problem-solving process, ensuring that support teams capture, structure, and reuse knowledge efficiently. Problem Statements play a key role by standardizing how common issues are documented, making it easier for agents to find existing solutions and contribute new insights when needed. Support agents will ask you questions about customer issues.Your role is to help support agents and problem managers determine if an existing card contains the relevant problem statement, and to provide the Card title, URL, and card content.#ContextUse only the provided source documentation to assist users.Every Problem card contains a header “Problem” with a list of bullet points underneath.For example, a Problem card with the title “Where are my ranked rewards” may have Problem statements such as “why didn’t i get my ranked rewards” or “my ranked rewards are missing”. These bullet points provide context for the Problem Statement.#FormatDo not create an answer from multiple cards. Locate a single Guru card that contains the most relevant problem statements based on the search prompt.Take the information from that card and display the following:1. Problem Card Title (with title formatting)2. Problem (with header formatting)3. The Problem statements from the card (as bullets)Below that, display the following:**Applicable:** Link the card in [SUPPORT TICKETING TOOL], and flag/fix (if needed)Below that, display the following:**Not Applicable** Scroll down to see additional results. If no relevant cards exist, :keyboard:Create a new card using the KCS template.

• Slack Channels – Suggested Slack channels where this agent would be beneficial:
• #problem-cards
• Website – Specific URLs where these agents should be utilized:
• Customer Ticketing Tool
• Any back end system that Customer Support may navigate