Create internal_kb.md

kb/internal_kb.md

@@ -0,0 +1,57 @@
+# 📘 6. Internal Knowledge for Support Teams: Playbooks, SOPs & Decision Trees
+*How to write internal vs external docs*
+
+
+Internal and external content have different goals.
+
+
+---
+
+
+## 1. Internal Docs Prioritize Efficiency
+
+
+Internal SOPs must:
+- Be explicit
+- Cover exceptions
+- Include conditional logic
+- Contain internal notes
+
+
+---
+
+
+## 2. External Docs Prioritize Clarity
+
+
+External KBs must:
+- Use simple language
+- Avoid jargon
+- Assume zero prior knowledge
+
+
+---
+
+
+## 3. Decision Trees
+
+
+Useful for:
+- Multi-step workflows
+- Troubleshooting
+- High-risk steps
+
+
+---
+
+
+## 4. Playbooks
+
+
+Great for:
+- Outages
+- Escalations
+- Exceptions
+
+
+Provide clear ownership.