How to Use This Wiki — Navigation Guide
Welcome to the Crowned Credit Knowledge Base! This is your go-to resource for everything you need to do your job. Whether you're brand new or a veteran, this guide will help you find what you need fast.
How the Wiki is Organized
Think of the wiki like a library:
- Shelves = Departments or big categories (what you see on the home page)
- Books = Topics within a department
- Pages = The actual content — scripts, SOPs, guides, etc.
Find Your Department
| Your Role | Start Here | What You'll Find |
|---|---|---|
| CSR (Customer Service) | Customer Service Department shelf | Response scripts, escalation procedures, call handling, SMS templates |
| Sales Closer | Sales Department shelf | Consultation scripts, objection handling, follow-up cadences, pricing presentation |
| Appointment Setter | Sales Department shelf | Speed-to-call protocol, follow-up sequences, booking process |
| Billing Team | Billing & Payments shelf | Payment processing, dunning sequences, refunds, reactivation SOPs |
| Onboarding Specialist | Client Journey shelf | Day 0-30 process, portal creation, orientation calls, onboarding calls |
| Credit Case Specialist | Customer Service Department shelf | Inbox management, dispute pipeline, client communication, cross-department support |
| Dispute Analyst | Credit Repair Operations shelf | Dispute strategies, account-specific tactics, DisputeFox guide |
| Team Lead / Manager | HR & Team shelf | Hiring SOPs, training programs, performance KPIs, team structure, policies |
| Everyone (New Hire) | About Us shelf | Company history, mission, core values, compliance rules |
How to Search
The fastest way to find anything:
- Click the search icon (magnifying glass) at the top of any page
- Type what you're looking for — e.g., "cancellation script" or "failed payment"
- Results show matching pages across the entire wiki
- Click any result to go directly to that page
How to Navigate
Breadcrumbs
At the top of every page, you'll see a trail like: Home → Customer Service → CSR Response Scripts → Account Cancellation Scripts. Click any part of that trail to jump back up to that level.
Sidebar
When you're inside a book, the left sidebar shows all the pages in that book. Use it to jump between pages without going back to the shelf.
Home Button
Click the Crowned Credit logo or the "BookStack" text at the top-left to go back to the home page (all shelves).
Page Features You Should Know
- Table of Contents — Long pages have a sidebar outline on the right. Click any heading to jump to that section.
- Bookmarks — Click the bookmark icon (flag) at the top of any page to save it to your favorites for quick access later.
- Print / Export — Need a physical copy? Click the three dots (⋮) menu at the top-right of a page and choose Print or Export as PDF.
- Dark Mode — Click your profile icon → "Edit Profile" → change the theme if you prefer dark mode.
Understanding Page Icons
Throughout the wiki, you'll notice different colored boxes. Here's what they mean:
"Quoted text in gold-bordered boxes like this" — These are scripts and templates. Use them word-for-word or as a starting point.
Need Help?
If you can't find what you need:
- Search first — 90% of the time, it's already in the wiki
- Ask in #ask-questions on Discord — your question might help us add new content
- Talk to your team lead — they can point you to the right page