# 📘 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.