Connecting Guru as an external knowledge source

You can connect Guru to your Zendesk account to make the content availablewherever external content is used. When you connect Guru as an external knowledge source, you can ingest content from published cards within the Collections you specify during setup.


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Summary: ◀▼
You can connect Guru as an external knowledge source to sync published content from specified Collections. Manage connections by setting viewer permissions, manually resyncing content, or removing connections. Syncs update content every 24 hours, reflecting changes in your workflows. This integration requires admin permissions and uses email and API tokens for secure access to authorized content only.




You can connect Guru to your Zendesk account to make the content available wherever external content is used. When you
connect Guru as an external knowledge source, you can ingest content from published
cards within the Collections you specify during setup.
You must be a Knowledge admin to set up and manage external content connections in
Zendesk. You must be a Guru admin to create the API key necessary for authoring synced
content within Guru. The Guru connector is authenticated with your email and API key,
which ensures that you can only sync content that you have access to within Guru.
This article contains the following topics:
Setting up a Guru connection
Adding or removing content from your Guru connection
Managing Guru sites connected to your Zendesk account



Related articles:
About connecting external content to Zendesk
for use across knowledge experiences
Knowledge product limits for your help
center




Setting up a Guru connection

You can set up a Guru connection to connect and sync content from your Guru
Collections. After you connect a Guru Collection, you can configure workflows to use this external
content. When you sync a Guru Collection, published cards with content
are automatically synced.

To set up a SharePoint connection
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click External content > Connections.

Under the Available sources section, click Connect on the Guru
card.

Click Continue.

On the Authenticate tab, enter the following credentials to connect
to Guru, then click Continue:

Email: Email address used to access your Guru account. You
must be a Guru admin to create a connection, and can only sync
content that you have permission to access in Guru.

API token: User token associated with your email address in
Guru. The user token provides read and write access in Guru based on
your existing account permissions. Click Manage > API Access
above this field to access the page in Guru where you can generate
the user token. For more information, see Leveraging Guru's API in Guru's help
center.



On the Define scope tab, in the Collection field, select the
Guru collection that contains the published content you want to sync, then
click Sync.


Guru is added to your Connections page and your site begins syncing.







Adding or removing content from your Guru connection

When you set up your Guru connection, you specify the Collections you want to
connect. You can create multiple Guru connections, but each connection contains a
single Collection. All published cards with content within the Collection are synced
to the connection.
To add or remove content from a Guru Collection, you can add or delete the content
from your Guru site, then either wait for an automatic sync, or manually resync your
site. The new content item will be reflected in the Items number for the Guru
connection on your Connections page.
Note: Syncs (manual or
automatic) can take up to 24 hours to complete.





Managing Guru sites connected to your Zendesk account

Once you've created a Guru connection, you can view information about the connection,
set viewer permissions for content, and manually resync or remove the connection.
This section contains the following topics:
Viewing Guru connection details
Managing viewer permissions for Guru content
Manually resyncing Guru content
Disconnecting a Guru connection




Viewing Guru connection details

You can use the information panel to view information about the Guru connection,
when it was created and by whom, and when it was last synced.

To view Guru connection details
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click External content > Connections.

Click the options menu ( ) on the row for the connection you want to
manage, then select Manage.

View details about the connection:

Created: When the connection was created

Connected by: Name of the Knowledge admin who created the
connection

Items: Number of connected pages in the site

Status: Sync status

Last synced: When the last sync occurred. Syncs are
automatically performed every 24 hours, though they can also be
initiated
manually









Managing viewer permissions for Guru content

You can set the viewer permissions for who can view connected Guru
content in your Zendesk workflows.

To manage viewer permissions for Guru content
In Knowledge admin, click Manage articles
( ) in the sidebar.
Click External content > Connections.

Click the options menu ( ) on the row for the connection you want to
manage, then select Manage.
Under Viewing permissions, select one of the following options to
determine which user segments can view content
from this space:

Only visible to selected user segments: Select a user
segment from the following. On Enterprise plans, you can select
up to 10:

Signed-in users: Includes internal and external
users who create an account and sign in to your help
center.

Agents and admins: Includes team members only, so
that you can create content that is internal-only.
Note: Light agents are included in
this segment. For a list of light agent permissions,
see Understanding and
setting light agent
permissions.


Custom user segment: Allows you to restrict
viewing access to specific users based on tags,
organizations, or groups by applying user segments. See
Creating user
segments to restrict access.



Visible to everyone: Includes anyone who visits your help
center and doesn't require sign in.



Click Save.





Manually resyncing Guru content

When you connect Guru as an external content source, a sync process runs every 24
hours to update new or changed content within the site. You can manually resync
at any time to initiate another sync, which can take up to 24 hours to
complete.

To manually resync Guru content
On the Connections page, click the options menu ( ) for the connection you want to
sync.

Select Sync again. The Guru connection syncs immediately, and
the Last synced column is updated with the most recent sync
time.






Disconnecting a Guru connection

You can remove the connection to Guru if you no longer want to sync its content.
If you remove a connection, all site content within that connection will be
removed.
When you remove a connection, the related content is no longer available wherever external content is used.

To disconnect a Guru connection
On the Connections page, click the options menu ( ) for the Guru connection you want to
disconnect.

Select Remove connection.
Review the message, then click Remove connection.
The Guru connection is
removed from the Connection list and unavailable as an external content
source.





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