Understanding ServiceTitan Vocabulary: Work Orders

Overview

Use this guide to understand the vocabulary for work orders in ServiceTitan.

Vocabulary used in work orders in ServiceTitan

ServiceTitan term	When is this term used?	What this triggers in ServiceTitan
Work order opportunity (A sales technician sold an estimate - technician is assigned to perform the work)	A sales technician has sold an estimate. Someone in the office sees the sold estimate on the Follow Up screen, and creates the work order. The opportunity now belongs to the technician assigned to perform the work. It's up to technician to make the most of the opportunity.	Once the work order is completed by the service, maintenance, or install technician, the work order will show up on the dashboard. If it was an install work order, it will appear in the technician’s # Completed; if it was a maintenance or service work order, it will show up in the technician’s # Opps. On the dashboard: The dashboard will show how the technician performed at the work order. Depending on whether the work order is in maintenance, service, or install, you will see KPIs such as how much revenue was generated, whether the technician had any upsells, the technician's billable hours efficiency, etc.
Work order opportunity (CSR assigns the technician - no sales technician is dispatched)	A CSR takes an incoming call, creates a work order, and assigns a maintenance, install, or service technician (no sales technician is dispatched). The opportunity belongs to the technician performing the work. It's up to technician to make the most of the opportunity.	Same as above
Technician generated lead (technician sets a lead)	A service or maintenance technician is at a work order site and convinces the customer to have their furnace looked at for replacement. A technician generated lead is set, and a sales technician is dispatched to provide estimates for the install.	On the dashboard (Service/Maintenance section): In the Service or Maintenance section on the dashboard, the technician will get credit for generating the lead (under Lead Generation, it will appear as a lead set). The dashboard will also show how much revenue is being generated from the technician’s leads. If an estimate is sold and the install work order is completed, the revenue will appear under Lead Generation (Avg Sale). On the dashboard (Sales section): Once the sales technician has been dispatched, the technician generated lead will show up in Sales under All leads and Technician Leads. If the sales technician sells an estimate, the office will schedule the install. On the dashboard (Install section): Once the estimate is sold and the install work order is scheduled and dispatched, this becomes another install work order in the Install section (and remember, the revenue from this install work order is going to hit Avg Sale under Lead Generation, for the technician who generated the original lead).

ServiceTitan term

When is this term used?

What this triggers in ServiceTitan

Work order opportunity

(A sales technician sold an estimate - technician is assigned to perform the work)

A sales technician has sold an estimate. Someone in the office sees the sold estimate on the Follow Up screen, and creates the work order.

The opportunity now belongs to the technician assigned to perform the work. It's up to technician to make the most of the opportunity.

Once the work order is completed by the service, maintenance, or install technician, the work order will show up on the dashboard. If it was an install work order, it will appear in the technician’s # Completed; if it was a maintenance or service work order, it will show up in the technician’s # Opps.

On the dashboard: The dashboard will show how the technician performed at the work order. Depending on whether the work order is in maintenance, service, or install, you will see KPIs such as how much revenue was generated, whether the technician had any upsells, the technician's billable hours efficiency, etc.

Work order opportunity

(CSR assigns the technician - no sales technician is dispatched)

A CSR takes an incoming call, creates a work order, and assigns a maintenance, install, or service technician (no sales technician is dispatched).

The opportunity belongs to the technician performing the work. It's up to technician to make the most of the opportunity.

Same as above

Technician generated lead (technician sets a lead)

A service or maintenance technician is at a work order site and convinces the customer to have their furnace looked at for replacement.

A technician generated lead is set, and a sales technician is dispatched to provide estimates for the install.

On the dashboard (Service/Maintenance section): In the Service or Maintenance section on the dashboard, the technician will get credit for generating the lead (under Lead Generation, it will appear as a lead set). The dashboard will also show how much revenue is being generated from the technician’s leads. If an estimate is sold and the install work order is completed, the revenue will appear under Lead Generation (Avg Sale).
On the dashboard (Sales section): Once the sales technician has been dispatched, the technician generated lead will show up in Sales under All leads and Technician Leads. If the sales technician sells an estimate, the office will schedule the install.
On the dashboard (Install section): Once the estimate is sold and the install work order is scheduled and dispatched, this becomes another install work order in the Install section (and remember, the revenue from this install work order is going to hit Avg Sale under Lead Generation, for the technician who generated the original lead).