Core Product

CRM

CRM transforms your sales operations by unifying every stage of the opportunity journey — estimates, service agreements, jobs, and more — into one seamless platform built for sales reps, managers, and business owners.

New to CRM? Start here Jump to key workflows

Private Preview: This feature is currently in Private Preview and is subject to change. If you want to enable this feature for your account, join the waitlist.

Setup

CRM transforms your sales operations by unifying every stage of the opportunity journey into one seamless platform. Ensure these requirements are in place before enabling CRM.

What you need to get started

Commercial Service & Replacement focus

Your primary business focus is Commercial Service and Replacement work.

Contact Management enabled

You have Contact Management enabled for your account and are using the latest version. If not, contact your CRM.

Fully live on ServiceTitan

You are fully live on ServiceTitan and have established Business Units, Zones, technicians, and employees.

Actively using estimates and/or Service Agreements

You are actively using estimates and/or Service Agreements within ServiceTitan.

Open to providing feedback

You are open to providing feedback and recognize that this feature is in Private Preview, so you may experience instability or limitations before its general release.

Required access

Pro product — requires joining the Private Preview waitlist. Contact your Customer Success Manager or Pro Account Manager for access.

Once setup is complete

Create and track opportunities, manage leads, close deals, assign tasks, and view pipeline performance — all in one place.

Not yet a customer?

Request a demo on the Pro Products page, or reach out to your Customer Success Manager or Pro Account Manager.

Key workflows

Explore the core workflows for managing leads, opportunities, tasks, and insights in CRM.

View and manage Leads

View and manage all leads in one unified CRM workspace to track progress, prioritize next steps, and convert them into opportunities more efficiently.

Leads overview in CRM

Manage Leads in CRM

View and manage Opportunities

Create, track, and close opportunities in the job, service agreement, and project pipelines.

Plays overview in CRM

Send and receive messages in CRM

CRM Opportunities overview

CRM Opportunity drawer overview

Manage opportunities in Job Pipeline in CRM

Manage opportunities in Service Agreement Pipeline in CRM

Manage opportunities in Project Pipeline in CRM

Track all tasks

Stay on top of your to-dos by assigning tasks to your leads and opportunities.

Create a task for an opportunity in CRM

Manage tasks for opportunities in CRM

Insights & Metrics

Track sales performance, including high-level data points, activity trends, team and individual metrics — without the need for custom reporting.

CRM Insights overview

Troubleshooting & FAQ

Quick solutions to common issues and answers to frequently asked questions.

Frequently Asked Questions

Check the most frequently asked questions regarding ST CRM.

What's the relationship between the new CRM and estimates?

You can link multiple estimates to an opportunity in CRM. The status of that opportunity in your pipeline reflects the value and status of its linked estimate(s). Additionally, if an estimate (or Service Agreement) is created outside CRM, ServiceTitan automatically creates a new opportunity for it, ensuring all opportunities and estimates are managed in one place.

I submitted the waitlist. When do I get access?

Each month, we add new customers from the waitlist. Exact timing can vary from month to month depending on capacity and internal scheduling. We plan for a wider self-opt-in release in 2026.

What happens to Follow Up > Unsold Estimates?

You'll be redirected to the new CRM Opportunities page instead of the old Opportunity Follow-Up page. We consolidated follow-up workflows into the CRM so you can manage opportunities and unsold estimates in one place with improved filters and action tools.

How does the Findings workflow interact with opportunities?

In CRM, the Plays page lets you enable some automations to create new opportunities. One of these is a Findings play. Once enabled, any new finding logged by your technicians out in the field is automatically created as a new opportunity in CRM and linked to that finding.

I am a residential customer. When can I get this?

The current private preview is designed for commercial customers, focusing on workflows and features that support commercial businesses, such as opportunities rather than leads. We don't have a confirmed timeline for residential availability yet, but you can stay updated by checking our announcements and release notes.

What is the difference between a Lead and an Opportunity?

In CRM, a Lead is an unqualified prospect that is not yet a customer. In contrast, an Opportunity is a qualified deal object within the sales pipeline that is tied to an existing customer. A Lead can be converted to a customer and an opportunity.

What is win probability?

Win probability is a measure of confidence about whether an opportunity will actually close. The earlier an opportunity is in the pipeline, the less likely it is to convert. You can find the probability in the Opportunity drawer > Overview tab.

How does CRM interact with Convex?

When your integration with Convex and CRM is set up, you can send a Target from Convex to CRM as a new opportunity. If you are using both CRM and Convex and are interested in setting up the integration, please reach out to your CSM for more details.

Ready to close more deals with CRM?

Join the Private Preview waitlist or speak with your Customer Success Manager to get started with CRM today.

Join the Waitlist

Documentation Index

ServiceTitan CRM Home

CRM