Benefits and housing-voucher teams share an identity service but have no forum, so their Scrum Master becomes the permanent messenger. What should the Scrum Master / Team Coach set up instead?

Ongoing collaboration structures—Communities of Practice and regular cross-team syncs—let specialists talk without routing every message through the Scrum Master / Team Coach. When benefits and housing-voucher teams share an identity service but have no forum, so their Scrum Master becomes the permanent messenger, the coach should set up a Community of Practice or regular team-to-team sync so collaboration continues without the coach as the human bus. That structure protects resident identity integrity and shared authentication work without creating a bottleneck hero.

Growing a larger inbox so the coach can carry more messages fails by concept: it scales the bottleneck instead of removing it. A rule that only the Release Train Engineer may speak to the identity service owners fails by concept by relocating the human bus to train leadership rather than enabling team-to-team collaboration. Forking identity services so the teams never talk again fails by concept: it multiplies civic identity risk and abandons shared platform economics.

Exam caveat: SASM collaboration and Communities of Practice guidance favor durable peer forums over coach-as-messenger; becoming the permanent relay is a common anti-pattern. The coach may still escalate true impediments—the default for shared identity work should be structured team-to-team contact.

Operational check: stand up a short recurring identity sync or CoP with both teams, define owners for interface decisions, stop relaying routine questions through the coach inbox, track whether messenger volume falls, and verify identity changes are discussed directly before they surprise benefits or voucher releases.