70% standard documents, 20% scenario-based Q&A, 10% expert experience—a content mix method for cold-starting a knowledge base.
Cases of enterprise knowledge bases going cold right after launch are everywhere, and the problem often lies in content structure: only policy documents are uploaded, while the questions employees actually want to ask cannot be found.
Our 721 rule: 70% comes from standard documents such as policies and product materials; 20% comes from organized scenario-based Q&A on high-frequency frontline questions; 10% comes from distilled experience from expert interviews.
The 20% of scenario-based Q&A contributes 60% of search hit rates; we recommend mining it from customer service tickets and sales chat records.