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10 strategies and tactics for Knowledge Base

What is Knowledge Base strategy?

Every great achievement starts with a well-thought-out plan. It can be the launch of a new product, expanding into new markets, or just trying to increase efficiency. You'll need a delicate combination of strategies and tactics to ensure that the journey is smooth and effective.

Identifying the optimal Knowledge Base strategy can be challenging, especially when everyday tasks consume your time. To help you, we've assembled a list of examples to ignite your creativity.

Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.

How to write your own Knowledge Base strategy with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI generator below or our more complete goal-setting system to generate your own strategies.

Knowledge Base strategy examples

You will find in the next section many different Knowledge Base tactics. We've included action items in our templates to make it as actionable as possible.

Strategies and tactics for establishing the Business Architecture Practice at a Railway Company

  • ⛳️ Strategy 1: Onboard effectively and build relationships

    • Schedule introductory meetings with key stakeholders and department heads
    • Attend orientation sessions and company tours to understand the organisation's culture
    • Develop a comprehensive list of internal contacts relevant to business architecture
    • Set regular one-on-one meetings with your manager for guidance and feedback
    • Join existing team meetings to understand ongoing projects and initiatives
    • Identify informal team gatherings or social events to build personal connections
    • Utilise internal communication channels to stay informed about company news
    • Gain access to key business documentation and existing architecture outputs
    • Analyse organisational structure and department functions
    • Establish a personal development plan and set onboarding goals

  • ⛳️ Strategy 2: Develop the business architecture knowledge-base

    • Research and select an appropriate tool for the knowledge-base management
    • Identify key components and data sources to be included in the knowledge-base
    • Collaborate with IT to ensure tool integration with existing systems
    • Create a standard template for documenting business architecture elements
    • Facilitate workshops to gather input from stakeholders on knowledge-base requirements
    • Populate the knowledge-base with initial baseline data and documentation
    • Develop guidelines and training materials for maintaining the knowledge-base
    • Conduct training sessions for team members on using the tool effectively
    • Implement a version control process for ongoing updates to the knowledge-base
    • Set up regular reviews and updates to ensure the accuracy and relevance of the content

  • ⛳️ Strategy 3: Implement a pilot use case to demonstrate value

    • Identify potential use cases that align with business goals and objectives
    • Evaluate and select a high-impact use case that leverages the knowledge-base
    • Define the scope, objectives, and success metrics for the selected use case
    • Establish a cross-functional team to support the implementation of the use case
    • Develop a project plan outlining key milestones, deadlines, and deliverables
    • Execute the project plan with regular status updates to stakeholders
    • Monitor progress and address any impediments or risks in a timely manner
    • Collect feedback throughout the implementation for iterative improvements
    • Evaluate the results against success metrics and document outcomes
    • Present the results to stakeholders to demonstrate the knowledge-base's value
onboardingknowledge-basebusiness-architectit-specialiststakeholder-engagement-teamproject-implementation-team
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Strategies and tactics for enhancing collaboration between Technical Support and Field Service Engineers

  • ⛳️ Strategy 1: Standardise the handoff process

    • Develop a clear and documented procedure for handoff from TS to FSEs
    • Create a checklist that ensures all necessary information is gathered before handoff
    • Implement a digital tool to track and document handoffs and case status
    • Train TS team on using the checklist and digital tool effectively
    • Schedule regular review meetings to discuss handoff cases and outcomes
    • Identify common handoff issues and implement corrective measures
    • Set up alerts and notifications for pending handoffs to prevent delays
    • Develop an escalation matrix for unresolved handoff cases
    • Analyze handoff metrics to identify areas for continuous improvement
    • Collect feedback from both teams to refine and enhance the handoff process

  • ⛳️ Strategy 2: Enhance communication between teams

    • Organise joint meetings between TS and FSE teams on a bi-weekly basis
    • Implement a shared digital platform for real-time communication
    • Create a feedback loop for both teams to share improvement suggestions
    • Develop guidelines for effective communication during handoff
    • Create a 'buddy' system to pair TS and FSE for mentorship and knowledge sharing
    • Share case studies of successful handoffs to encourage best practices
    • Use visual aids and dashboards to keep all team members informed on cases
    • Encourage informal communication channels for quick problem-solving
    • Provide cross-training sessions to increase mutual understanding
    • Regularly review communication efficiency and address gaps promptly

  • ⛳️ Strategy 3: Improve training and knowledge sharing

    • Conduct joint training sessions focusing on common issues and solutions
    • Create a shared knowledge base accessible by both TS and FSE teams
    • Encourage the documentation of real-case scenarios as learning resources
    • Host monthly 'lunch and learn' sessions with guest speakers from each team
    • Develop a mentorship program between experienced TS and new FSEs
    • Utilize webinars and online courses for continuous professional development
    • Evaluate team members' skills regularly and offer relevant training opportunities
    • Encourage sharing of technologies and best practices from both teams
    • Implement a reward system for contributions to the knowledge base
    • Regularly update training materials to keep pace with technology changes
collaborationhandofftechnical-support-specialistfield-service-engineertechnical-support-teamfield-service-team
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Strategies and tactics for creating an Order Management System

  • ⛳️ Strategy 1: Evaluate Current Market and Establish Key Objectives

    • Conduct a detailed market analysis using existing and new data sources to understand market needs and growth potential
    • Use the Business Model Canvas to identify key partners, activities, resources, and customer segments
    • Develop value propositions that address major pain points in existing systems
    • Define clear business and market expansion goals that align with identified opportunities
    • Analyze B2B, B2C, and B2G sales data to determine viable target segments for maximum profitability
    • Investigate and validate existing and potential revenue streams including subscriptions, transaction fees, and integration fees
    • Leverage data insights to identify potential new revenue streams that your system can capture
    • Study existing successful order management systems like Zort and LnwShop for best practices
    • Set benchmarks for project timelines, sales targets, and customer base growth over defined periods
    • Identify competitive pricing strategies while accounting for fixed expenses such as employee salaries

  • ⛳️ Strategy 2: Develop and Launch the System in Phases

    • Outline a phased development plan (MVP, Growth, Optimization) with clear objectives for each phase
    • Structure development sprints within each phase with specific deliverables and timelines
    • Design and execute beta testing to refine the Minimum Viable Product (MVP)
    • Align launch strategies with customer needs and market trends, using webinars and promotions to build awareness
    • Implement a customer feedback system to inform ongoing development and support
    • Regularly train support and sales teams to ensure high-quality customer interaction
    • Plan for scalability early on to allow seamless growth transitions and feature additions
    • Create detailed operation manuals and training materials for customer self-service
    • Use Gantt charts to manage timelines and resources effectively across each project phase
    • Manage post-launch activities including customer support systems and regular feature updates

  • ⛳️ Strategy 3: Optimise Financial and Marketing Operations

    • Review financial plans to ensure sufficient budget allocation for marketing, development and customer support components
    • Implement cost control measures to keep employee and operational expenses in check
    • Establish pricing models that balance customer acquisition with profitability
    • Forecast financials to determine breakeven points and target timelines for profitability
    • Develop comprehensive marketing strategies using social media and partner networks
    • Utilise early adopter feedback to refine marketing messages and channels
    • Cooperate with key partners for increased distribution channels and marketing leverage
    • Monitor customer acquisition costs (CAC) and adjust strategies for effective resource use
    • Develop case studies and enterprise testimonials to boost credibility and market presence
    • Regularly review and adjust financial and marketing strategies to meet changing market conditions
order-managementmarket-analysisproduct-managermarketing-analystdevelopment-teamsales-team
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Strategies and tactics for developing Strategic Mapping Using Diagram

  • ⛳️ Strategy 1: Compile Strategic Initiatives

    • Gather key strategic initiatives from organisational departments
    • Organise initiatives into relevant perspectives: financial, customer, internal process, and learning and growth
    • Engage stakeholders to validate and prioritise the initiatives
    • Define clear objectives associated with each strategic initiative
    • Align each initiative to the overall organisational vision
    • Identify interdependencies between different initiatives
    • Establish key performance indicators for each strategic initiative
    • Review existing strategic maps for inspiration and improvement ideas
    • Engage a diagram software specialist to assist in visual representation
    • Seek feedback from stakeholders on drafted initiative compilation

  • ⛳️ Strategy 2: Design Strategic Mapping Diagram

    • Select a diagram tool that allows for easy sharing and editing
    • Create separate layers for each strategic perspective in the map
    • Use standard shapes and colour codes to represent different elements
    • Input strategic initiatives and their key action points into the diagram
    • Connect related initiatives with lines to show relationships and dependencies
    • Incorporate arrows to indicate the flow of activities and their direction
    • Annotate the diagram to provide clarity and context for each element
    • Ensure the diagram aligns with the organisational objectives and vision
    • Make provision for regular updates and version control of the diagram
    • Seek feedback from a cross-section of employees to refine the map design

  • ⛳️ Strategy 3: Implement and Communicate the Strategic Map

    • Introduce the strategic map to all employees through a formal presentation
    • Share the diagram on a collaborative platform for continuous access
    • Instruct managers to align team goals with the strategic map
    • Develop an FAQ guide to address common questions regarding the map
    • Schedule regular review sessions for updates and improvements
    • Encourage departments to integrate the map into planning activities
    • Use the map to track progress and report on strategic initiative outcomes
    • Conduct workshops to train staff on how to utilise the strategic map
    • Implement a feedback loop for ongoing improvement of the map
    • Celebrate milestones achieved as outlined in the map with staff recognition
strategic-mappingdiagram-visualizationdiagram-specialiststakeholderorganizational-planningstrategic-development
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Strategies and tactics for developing a Strategic Framework for University Growth

  • ⛳️ Strategy 1: Enhance Campus Infrastructure and Facilities

    • Upgrade and decorate lecture rooms and seminar spaces
    • Expand and upgrade medical, engineering, and IT laboratories
    • Develop a new library expansion project
    • Establish a second medical laboratory
    • Install a robust IT structure with green and sustainable technology
    • Open a new campus branch in a strategic location
    • Replace and upgrade university's transport vehicles
    • Collaborate with public and private sectors for infrastructure investment
    • Implement eco-friendly practices in all campus operations
    • Develop and enforce strong health and safety guidelines

  • ⛳️ Strategy 2: Foster Academic Growth and Student Engagement

    • Revise and enhance the academic curriculum regularly
    • Introduce student empowerment and development programs
    • Integrate co-curricular activities to promote holistic learning
    • Provide mentoring and tutoring systems for student support
    • Expand transformational education experiences with global outreach
    • Implement a comprehensive enrolment management plan
    • Offer competitive scholarships and financial aid
    • Encourage community engagement through volunteering and projects
    • Foster an inclusive and collaborative educational environment
    • Implement quality recruitment processes for diverse and skilled faculty

  • ⛳️ Strategy 3: Strengthen Research and Resource Management

    • Prioritise socio-economic research in university's agenda
    • Create partnerships with local and international organisations
    • Develop a strategic financial plan for sustainable funding
    • Enhance the university's internal and external communication
    • Introduce a robust monitoring and assessment framework
    • Cultivate a culture of continuous improvement and innovation
    • Strengthen the support for research activities and infrastructure
    • Develop a resource utilisation policy for efficiency
    • Organise seminars and workshops to showcase research
    • Provide training for staff on resource management and efficiencies
infrastructure-improvementacademic-excellenceuniversity-administratorcurriculum-developerinfrastructure-developmentacademic-affairs
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Strategies and tactics for transforming Education for Marginalized Communities

  • ⛳️ Strategy 1: Organise national prayers for APBET community

    • Select a venue considering accessibility and size to accommodate expected participants
    • Coordinate with local religious leaders for participation and guidance
    • Develop a detailed agenda for the prayer meeting including speeches, prayers, and testimonials
    • Arrange for media coverage to ensure the event receives adequate publicity
    • Hire a logistics team to manage set up and break down at the venue
    • Organise refreshments for guests and participants
    • Create promotional materials to invite community members
    • Set up a team to manage the budget and track expenses against the Ksh 400,000 allocation
    • Arrange transport for attendees from remote areas
    • Conduct a follow-up survey to assess the impact of the event

  • ⛳️ Strategy 2: Conduct financial empowerment and UASA SACCO sensitisation workshops

    • Identify and book venues in each Nairobi sub-county for workshops
    • Develop workshop materials focusing on saving, investment, and financial wellness
    • Collaborate with financial experts to deliver sessions on financial literacy
    • Start a SACCO membership registration drive in each workshop
    • Organise logistics including transportation, seating, and audio-visual equipment
    • Provide refreshments and ensure adequate comfort for participants
    • Track registration and feedback to measure effectiveness
    • Create a schedule for the workshops across 10th–20th April 2025 for phased execution
    • Monitor and manage budget for each sub-county session ensuring adherence to Ksh 40,000
    • Post-workshop, compile a report on attendance, feedback, and membership sign-ups

  • ⛳️ Strategy 3: Engage in policy sensitisation and leadership elections

    • Promote understanding of policy changes within APBET community through workshops
    • Schedule workshops focusing on Competency-Based Curriculum and the Education Act
    • Facilitate sub-county leadership elections providing clear guidelines
    • Organise logistics and venue arrangements in all 17 sub-counties
    • Recruit facilitators to lead workshops and manage election processes
    • Produce informational materials summarising key policy points
    • Encourage participation through community outreach and promotion
    • Adhere to a detailed budget ensuring expenses per sub-county do not exceed Ksh 40,000
    • Ensure transparent and fair election processes with oversight committees
    • Compile reports on workshop outcomes and election results
educationempowermentreligious-leaderfinancial-expertlogistics-teamoutreach-team
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Strategies and tactics for implementing a Quality Assurance Strategy for Contact Centres

  • ⛳️ Strategy 1: Define and Monitor Quality Standards

    • Clearly define quality standards and performance expectations for agents
    • Develop a detailed QA scorecard focusing on key performance indicators
    • Implement regular monitoring and evaluation processes to assess agent performance
    • Utilise AI tools to transcribe calls and analyse tone, sentiment, and keyword usage
    • Conduct in-depth evaluation of agent interactions to identify areas for improvement
    • Incorporate peer reviews from senior agents and team leads for additional insights
    • Provide regular calibration sessions to maintain consistency in evaluations
    • Regularly review and update quality standards to align with customer needs
    • Offer regular feedback sessions to discuss performance and improvement areas
    • Continuously improve QA criteria and tools based on evolving business and agent needs

  • ⛳️ Strategy 2: Strengthen Reporting and Communication

    • Establish a reporting structure to deliver weekly, monthly, and quarterly performance reports
    • Conduct weekly debrief meetings with QA team, team leads, and senior management
    • Hold monthly one-on-one feedback sessions with agents to discuss their performance
    • Leverage AI analytics tools to track key performance indicators effectively
    • Develop customised dashboards for visualising trends and insights derived from QA assessments
    • Present data-driven recommendations to management for informed decision-making
    • Maintain open communication channels for agents to provide feedback and ask questions
    • Act as a representative for members, ensuring their concerns influence contact centre policies
    • Document case histories accurately to facilitate future reference and insights
    • Encourage feedback to refine processes and training strategies continually

  • ⛳️ Strategy 3: Enhance Agent Training and Development

    • Provide ongoing coaching and training opportunities to enhance agent skills and knowledge
    • Offer specialised training sessions based on feedback from QA evaluations
    • Conduct role-playing exercises to prepare agents for real-life situations
    • Use performance data to identify training needs and develop targeted modules
    • Empower agents through knowledge-sharing sessions highlighting best practices
    • Ensure training includes updates in company policies and customer handling techniques
    • Prioritise skill development to enhance empathy, problem-solving, and communication skills
    • Implement a framework for agents to replicate successful case-handling methods
    • Monitor agent progress post-training to measure effectiveness and make adjustments
    • Foster a culture of continuous development and learning across all teams
quality-assurancecustomer-satisfactionquality-assurance-managercustomer-service-agentcollectionsretentions
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Strategies and tactics for preparing for Eswatini’s Participation in Belgrade Expo 2027

  • ⛳️ Strategy 1: Enrich the Pavilion Experience

    • Design an immersive entrance with vibrant colours and music reflective of Eswatini culture
    • Create a virtual reality experience to explore Eswatini's landscapes and heritage
    • Develop interactive zones for traditional games and musical instruments
    • Organise live performances featuring Swati musicians and dancers blending heritage with modern creativity
    • Showcase a business and innovation area with eco-friendly products and success stories
    • Incorporate storytelling spaces to engage visitors in cultural narratives
    • Highlight textures and materials from Swati heritage in the pavilion's design
    • Conduct interactive workshops for visitors to engage with artisans and crafts
    • Integrate the theme of 'Play Together' with participatory dance and collective activities
    • Conclude with a cultural market offering crafts, marula-based products, and organic foods

  • ⛳️ Strategy 2: Foster Audience Engagement

    • Develop play areas for children and youth with traditional games and VR simulations
    • Engage cultural enthusiasts through live performances and dance workshops
    • Host seminars and networking spaces for business stakeholders
    • Create an immersive route for the general public through Eswatini’s landscape and cultural zones
    • Launch a digital campaign #NkweEswatiniExpo2027 to connect global audiences
    • Involve Swati students in Serbia as cultural and educational ambassadors
    • Organise interactive workshops guided by diaspora students
    • Provide guided tours for business and investment stakeholders
    • Share testimonials from artists and athletes through the digital platforms
    • Regularly update live pavilion experiences on social media

  • ⛳️ Strategy 3: Showcase Cultural and Economic Innovations

    • Integrate traditional games like umlabalaba into educational displays
    • Highlight women-led cooperatives producing marula-based products
    • Present sustainable craftsmanship as part of a circular economy approach
    • Feature the MTN Bushfire Festival as a model of cultural diplomacy
    • Include rising Swati athletes and their stories as part of sport exhibits
    • Organise dialogue sessions with craft cooperatives and cultural leaders
    • Develop a space for interactive art demonstrations from Swati visual artists
    • Highlight craft industries that transform recycled materials into designs
    • Showcase innovation through the blending of heritage and modern tech in exhibits
    • Promote investment opportunities through practical demonstrations and showcases
cultural-identityinnovationcultural-ambassadorevent-coordinatormarketing-teamdesign-team
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Strategies and tactics for improving user engagement with updated educational content

  • ⛳️ Strategy 1: Update educational content regularly

    • Conduct a content audit to identify outdated articles
    • Set up a monthly calendar for updating educational content
    • Identify content gaps and create new articles to fill them
    • Collaborate with subject matter experts to review and improve content
    • Use data analytics to identify which articles need the most updating
    • Add multimedia elements such as videos and infographics to articles
    • Integrate interactive elements like quizzes and polls in the content
    • Test the updated content with a focus group before full deployment
    • Monitor user engagement metrics post-update to gauge effectiveness
    • Create a dedicated team to oversee regular content updates

  • ⛳️ Strategy 2: Decrease abandonment rate in educational sign-ups

    • Analyse the sign-up process and identify pain points
    • Simplify the sign-up process to reduce friction
    • Implement email reminders and follow-ups for sign-ups
    • Offer incentives, like exclusive content or discounts, to complete sign-ups
    • Implement a user onboarding process to guide new users
    • Gather feedback from users on why they abandon the sign-up process
    • Conduct A/B testing on sign-up forms to determine the most effective layout
    • Provide a progress bar during the sign-up process
    • Highlight user benefits and success stories on the sign-up page
    • Track and analyse abandonment rates regularly to measure progress

  • ⛳️ Strategy 3: Increase the amount of feedback on educational articles by 15%

    • Add feedback forms at the end of each article
    • Incentivise users to provide feedback with rewards or recognition
    • Conduct user surveys focusing on content satisfaction
    • Set up a community forum where users can discuss articles
    • Implement user ratings and reviews for each article
    • Host webinars or live Q&A sessions to gather real-time feedback
    • Monitor social media channels for unsolicited feedback
    • Encourage feedback through personalised emails
    • Automate reminders for feedback post-article completion
    • Regularly review and act on the feedback received to demonstrate its value
user-engagementeducational-contentcontent-managerdata-analystcontent-teammarketing-team
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Strategies and tactics for focusing on Improving Employee Experience

  • ⛳️ Strategy 1: Create a Positive Work Environment

    • Promote a culture of respect and inclusion
    • Encourage open communication and feedback
    • Provide opportunities for collaboration through team-building activities
    • Offer flexible working arrangements to enhance work-life balance
    • Recognise and reward employees for their achievements
    • Facilitate skill development programs
    • Implement a supportive mental health program
    • Regularly survey employees for workplace satisfaction
    • Organise regular town hall meetings for transparency
    • Foster a space where creative ideas are welcome and implemented

  • ⛳️ Strategy 2: Ensure Consistent Access to Latest Information

    • Develop and regularly update a centralised knowledge base
    • Implement training to familiarise agents with the knowledge base
    • Introduce a digital interactive resource library
    • Schedule regular training sessions on industry updates
    • Utilise CRM systems to provide relevant customer data in real-time
    • Encourage peer-to-peer knowledge sharing sessions
    • Establish a protocol for rapid information dissemination
    • Provide regular updates and newsletters on industry news
    • Conduct information accuracy audits on resources
    • Integrate AI-driven tools for real-time information access

  • ⛳️ Strategy 3: Foster Employee Engagement

    • Set clear, achievable goals and metrics for performance
    • Implement a rewards program for exceeding performance targets
    • Offer personalised career development paths
    • Conduct regular one-on-one meetings with team leaders
    • Create a platform for employees to share their success stories
    • Recognise milestones and anniversaries
    • Implement wellness and mental health support programs
    • Conduct engagement surveys and act on the feedback
    • Organise social events to build camaraderie
    • Encourage cross-training to develop diverse skill sets
employee-satisfactionengagementhr-manageremployee-experience-specialisthuman-resourcesinformation-technology
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How to track your Knowledge Base strategies and tactics

Having a plan is one thing, sticking to it is another.

Having a good strategy is only half the effort. You'll increase significantly your chances of success if you commit to a weekly check-in process.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

More strategies recently published

We have more templates to help you draft your team goals and OKRs.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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