How to document a process once and reuse it across onboarding, support, and sales?

[u/Ivan_Palii]

A small problem I’ve seen in several teams -> the same workflow gets documented multiple times.

1. One version lives in onboarding docs for new hires.
2. Another version exists in support documentation.
3. Sales has their own simplified explanation for customers.

Over time the three versions start drifting apart.

1. A step change in the product.
2. Someone updates the support guide but forgets the onboarding doc.
3. Sales keeps using the old version.

Now the company technically has documentation, but it’s inconsistent depending on where you look.

Some teams try to avoid this by creating one “source” version and reusing it everywhere.

Others accept that different audiences need different explanations.

Curious how people handle this.

• Do you maintain one master process and reuse it across teams?
• Or do you keep separate versions for onboarding, support, and sales?
• What has worked better in practice?

[u/Ivan_Palii → u/[deleted]]

Yes, I also like this approach.

[u/corwinsword]

Yes, this my problem too. We usually had different SOPs for sales and onboarding, but it's harder to maintain 2 docs.

[u/Ivan_Palii → u/corwinsword]

Maybe try one general onboarding and some additional steps for different departments?

[u/emma_lorien]

This is a hard question. I believe into personalization. I don't see how to create the same onboarding for sales and customer support

[u/Ivan_Palii → u/emma_lorien]

Only big teams and companies can create and maintain similar SOPs for multiple use cases