Setting up for success

Welcome to ServiceTitan’s Commercial Playbook—an aggregation of best practices from across the industry, written purposely for your Commercial business. In this playbook, you’ll learn all the key tips and tricks (what we call “best practices”) needed to take your business to the next level.


Job Types

Setting up Job Types is critical for consistency in training and reporting.  Simplifying Job Types makes it easier to book incoming calls and train CSRs on the required info to gather for each type.  When booking a job in ServiceTitan, selection of the correct Job Type allows for proper reporting and triggers advanced functionality such as technician skill sets. Tags can be set to automatically be added depending on Job Type, and certain job Types, such as maintenance, could trigger a required form. For these reasons, choosing the correct Job Type when booking a job in ServiceTitan is critical.   

Gonzales has implemented tags for commercial customers that identify their payment terms at a glance for the technician and the office, eliminating a lot of phone calls to the accounting department about who was COD and who was billable. 

“From there, it’s all automatic,” she said. “It's like a Crock-Pot. You set it and you forget it. You don't have to do it again.”

Some best practices for setting up and Using Job Types:

Set Up and Use Job Types: Set up the job types for the work you will be performing  (Warranty, No Cool, No Heat, Estimate, etc.). There is no need to set up Job Types by Trade (e.g. Plumbing Service), as the job type can be under a Plumbing Business Unit.  Instead you can use a “Service” job type with the correct Business Unit to denote which part of the business performed the work. Here are sample of common job types used:

  • No Cooling

  • Backflow Maintenance

  • Preventative Maintenance

  • Clogged Toilet

  • No Power 

This link will take you to the best practice job types used by contractors who run Commercial jobs.

Here are some additional ServiceTitan best practices for getting the most out of job types for reporting.  Correctly setting up the below is ESSENTIAL for ACCURATE SALES TRACKING.

Sold Thresholds: This is a Job Type setting that define the dollar amount that you consider a job is sold or converted. Setting a Sold Threshold $1 above your Dispatch Fee ensures that you don’t give your technicians sales credit for only selling the dispatch fee. 

Non-Opportunity Jobs: Not every job you book will be a sales opportunity (e.g. Install Jobs, Recall, etc).  Don’t count as a sales opportunity jobs you do not expect the technician to sell.  Marking a job as a non-opportunity will not count the job against the assigned technician’s sales numbers.  If the technician does happen to sell on a non-opportunity job, they will still receive credit for the sale. 

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