kb/internal_kb.md

📘 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.