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# 📘 6. Internal Knowledge for Support Teams: Playbooks, SOPs & Decision Trees
*How to write internal vs external docs*
Internal and external content have different goals.
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## 1. Internal Docs Prioritize Efficiency
Internal SOPs must:
- Be explicit
- Cover exceptions
- Include conditional logic
- Contain internal notes
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## 2. External Docs Prioritize Clarity
External KBs must:
- Use simple language
- Avoid jargon
- Assume zero prior knowledge
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## 3. Decision Trees
Useful for:
- Multi-step workflows
- Troubleshooting
- High-risk steps
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## 4. Playbooks
Great for:
- Outages
- Escalations
- Exceptions
Provide clear ownership. |