# 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.
**💡 Quick Start:** Go to the home page, find your department's shelf, and click into the book that matches what you need. It's that simple.
## 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 |
**⚡ Pro Tip:** Search works with partial words too. Typing "cancel" will find pages about cancellations, cancellation scripts, and cancellation processes.
## 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:
**💡 Blue Box** — Tips, best practices, and helpful information
**⚠️ Gold Box** — Important warnings or things to be careful about
**🚨 Red Box** — Critical alerts — must read, compliance rules, things that can get you in trouble
> "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:
1. **Search first** — 90% of the time, it's already in the wiki
2. **Ask in #ask-questions** on Discord — your question might help us add new content
3. **Talk to your team lead** — they can point you to the right page
**📝 This wiki is always growing!** When the team asks questions in Discord, we review them and add the answers here. If you notice something missing or incorrect, let your team lead know or post in #improvement-requests.