Tapping into the functionality of ServiceTitan Forms enables service businesses to digitally manage documentation for jobs, customers, locations, equipment, and more — but where do you start?
In a recent Back 2 Basics webinar, Sena Sadeghi, ServiceTitan Senior Manager of Customer Programs, explains how to access and create Forms, use and customize existing Forms, and fundamental best practices for using Forms. In this recap, you’ll learn:
How to create a Form
Smart Fields in Forms that auto tag job information
Alerts and Triggers that automatically pop up with Forms
How to use TitanExchange to network and share Form set-up
Reporting for Forms
Ready to level up your Forms 101 knowledge and usage? Let’s get started.
What are Forms?
Forms are used by technicians and office employees to collect information about a job, a customer, a location, a piece of equipment, or anything else that relates to your business.
To access Forms, start by opening your ServiceTitan dashboard, then click on the gear icon in the top right-hand corner to open Settings. Begin typing the word, Forms, and the page will automatically pop up.
To create a new Form, click the blue Add Form button in the top right-hand corner.
In the white box in the top left-hand corner, name the title of your Form.
Form Settings: Status
Right below the name, the status of your Form is shown as “Unpublished” or “Published.”
“If this is a form you don't want going out to your technicians, to your office staff, or you want to work on it a bit, that's when you'll want it to be in the unpublished state,” Sadeghi says. “If this Form is ready to go, you can go ahead and make it a published Form.”
The checkboxes immediately below allow you to customize the Form in various ways, such as:
Allow your business unit logo to show on print view
Allow emailing when not filled
If filled, email to customer automatically upon job completion
Sadeghi says most businesses want to display business unit logos on Forms, and the “allow emailing when not filled” button simply means you’re allowing the Form to be emailed to the customer even if the technician did not fill out the Form.
“This might be good for something like a membership description Form, where you describe your entire membership inside of a Form. Maybe you want that to be emailed, even though nothing's really in there to be filled out,” Sadeghi says.
For the third one listed above, that means the technician completed the job, filled out the Form, and the Form is automatically emailed to the customer.
“My technician doesn't have to remember to send it. I just want the system to send it for me when that Form is complete,” Sadeghi explains.
Form Settings: Display on
In the next section, you’ll decide where to display your Forms. Should this be an office-only Form, such as a debrief with field technicians? Or should it be displayed for both the office and technicians?
Form Settings: Assigned to
Choose where to assign the Form, such as the job, recorded call, customer, location, equipment, or technician.
“Maybe it's a Call Recording Form that you use to coach. Maybe it's an Inspection Form that you use to inspect the technician's truck,” Sadeghi says.
Other examples for where to assign Forms include:
Water Heater Checklist Form
Happy Call Form
Parts Ordered Form
CSR Checklist Form
6-point Inspection Form
Call Recording Form
Apply tags to
In this section, you can automatically apply tags to the job, customer, location, parts ordered, and more.
“If I'm a technician in the field and I complete this Form, I want the system to automatically tag my job with awaiting parts,” Sadeghi says. “This is where some of those efficiencies start to come into play, and we're really taking advantage of some of the automation that ServiceTitan has with Forms.”
Send Form as
This section allows you to choose to display your Form in one column or two columns.
Business units
Here, you can assign a Form to specific business units or apply the Form to multiple business units.
“If I'm a technician on the mobile side, when I'm looking at my Forms, I have a business unit filter I can use. That way, I don't need the entire list of Forms, I just want to see the Forms for my chimney-install, for example,” Sadeghi says.
Build a new Form or upload a PDF Form
With ServiceTitan, you can build a new Form from scratch or use a PDF Form that you created and uploaded into ServiceTitan.
Build a New Form
To begin building a new Form, click “Add new item.” Then give the Form a name in the Header section, such as the customer’s name or account number. Fill out a brief description, and decide whether to make the description a required field for techs to fill out.
Type
Immediately below, you’ll choose the types of fields you can add to your Form, such as:
Text (field techs or office staff type in the data)
Numbers (e.g., service units)
Checkboxes (choose from all)
Radio buttons (choose one or the other)
Drop down (choose from a long list of items)
Stoplight buttons (green = good to go; yellow = needs service; red = needs replacement)
Picture (before and after photos of repair or installation)
Signature (customer and/or technician signs off on job)
Smart Fields
Smart Fields
“Smart Fields are the epitome of an efficiency gain,” Sadeghi says.
For instance, when filling out Forms on the job, how often do your technicians input accurate information 100% of the time? Do they sometimes misspell the customer’s name, or write down the wrong phone number or email address? Of course, it happens.
“Smart Fields allow you to auto populate information, and it will use the job to auto populate this information,” Sadeghi says.
He further describes Smart Fields as “a ginormous list of different things you can choose to auto populate inside of a Form,” such as the customer’s name, location, and phone number.
“A lot of the things you might have technicians type out, the system can just automatically put that stuff inside of the Form, and you know it will be correct because the system's auto populating it,” Sadeghi says.
Exporting and importing Forms
ServiceTitan also gives you the option of exporting or importing Forms. If you find another ServiceTitan user who has created a Form you like, you can ask them to export the Form and the system will automatically import the Form into your account. Then, you can customize the Form and make it your own.
Triggers and Alerts
Triggers
A trigger allows the system to automatically pop up the Form for different types of events, such as adding a trigger to pop up a water heater checklist Form while inspecting a water heater for repair.
“When a technician arrives specifically for that water heater job, if you've got a business unit for water heaters, you want the Form to automatically pop up for them,” Sadeghi says. “You can do that at the business unit level, for specific job types, or specific customer types.”
Other ways to use triggers to pop up Forms include:
When techs arrive on the job
When techs create an invoice
When techs close out a job
When techs perform work now
When techs perform work later
When techs add a job tag
And more!
“I want my Form to pop up for my technicians as a reminder to fill it out,” Sadeghi says.
You can make a field required to be filled out in the Form at the:
Line item level — "I always want this specific line item complete."
Trigger level — "I always want this Form to be complete."
Sadeghi showed a quick demo of how the arrive-on-the-job trigger automatically popped up his Form for the technician to fill out, and the system auto populated all of the customer’s information based on the job.
“These are those efficiency gains that we can have so my technician doesn't need to fill this out, we can just have this system automatically populate that information for me,” Sadeghi says.
Alerts
What if you want to send or receive an alert when a specific Form is completed? Simply click on the integration section under alerts, and create an alert for completed Forms.
In fact, you can create as many alerts as needed under the integration tab, then send alerts with attached Forms by email or text (or both) to anyone in the company.
“You can have the alert sent for certain business units, campaigns, job types, job priority, or technician teams and tags,” Sadeghi says.
Some alerts with attached Forms might include:
Job cancellation
Material requests
Parts ordered
Job estimates
Permit needed
Reporting for Forms
All Forms in ServiceTitan are searchable. Just go to the little magnifying glass in the top right, click Form, and you can search for any Form you might need, such as completed Forms or Forms assigned to the job.
To create a new customized report for all Form submissions, for example, click reports in the top right, and check off the appropriate information needed for your report. Leave Form ID checked, then fill in the required fields, such as date range or location. Then you can use the Forms reporting to monitor your team’s performance.
“This is an extremely useful feature to report on Forms en masse,” Sadeghi says.
>>Ready to dig deeper into ServiceTitan Forms? Check out our knowledge base articles.
