Product overview
See Customer & Location Records in action
Both customer and location records contain information like name, address, phone number, and email address. The difference between the two is that customer records represent the party who is financially responsible for services, making the address on the customer record the billing address. Location records represent the physical location where services are performed, making the address on the location record the service location.
Setup
Both customer and location records contain information like name, address, phone number, and email address. The difference between the two is that customer records represent the party who is financially responsible for services, making the address on the customer record the billing address. Location records represent the physical location where services are performed, making the address on the location record the service location.
Setup checklist
When you create a customer record, you're promoted to create a location record along with it.
If after creating a customer record you need to add additional service locations to it, create new location records. For example, if you have a property management customer, you'll need to create additional service location records to perform work for them.
Read the Customer and Location Records overview
For more on how it works, see the Customer and Location Records overview.
Configure your record settings
Efficiently manage settings for your customer and location records.
Required permissions
The following permissions are required to manage customer and location records in ServiceTitan. Please contact the account administrator on your team: View customer, Edit customer, Merge customers, Activate/deactivate customer, View location, Edit location, Merge locations, Activate/deactivate location, Remove location equipment.
Once setup is complete
If you're new to ServiceTitan, your first steps will be to create records for your customers. If needed, you can also create additional location records.
Key workflows
Choose your workflow to see relevant articles and documentation.
Industry best practices
Ensure customer contact methods are up-to-date and avoid data integrity and security risks.
If you're currently using placeholder information when contact details aren't available at the time of record creation, such as (123) 456-7890 or noemail@gmail.com, this can introduce security vulnerabilities and risks for your organization. We recommend that you:
- Ask your team if they're using placeholder contact details. If so, document what those are.
- Delete placeholder contact information when you see it in your records.
- Never update a placeholder email with a real email across multiple records or in more than one place to avoid updating unintended customers.
Things to keep in mind:
- Data integrity and accuracy: Placeholder information can lead to inaccurate and outdated records. Updates made to one record can be synced across multiple records, creating a risk of inconsistent and unreliable data.
- Potential exposure of personally identifiable information (PII): Placeholder information might inadvertently contain real personal data or resemble legitimate contact details. If updates are synced across multiple records, sensitive PII could be exposed to unintended customers.
- Phishing and social engineering: Placeholder information can be used in a malicious way to conduct phishing attacks or social engineering attempts. Employees might be deceived into believing the placeholder information is genuine, leading to unintentional disclosure of sensitive information.
- Invoice and financial risks: Using placeholder information in financial transactions, such as invoicing, can lead to serious financial risks. Sending invoices to incorrect or non-existent email addresses or phone numbers might result in loss of revenue, customer trust, and legal repercussions.
- Regulatory compliance violations: Using placeholder information might violate data protection and privacy regulations in certain areas since it can potentially lead to the mishandling of personal information.
- Security audit and monitoring challenges: Placeholder information can complicate security audits and monitoring efforts because it introduces ambiguity and challenges in tracking real activity. Security incidents might be more difficult to detect and respond to when non-standardized or fake contact details are used.
- Data redundancy and clean-up issues: Over time, relying on placeholder information might lead to a buildup of redundant, outdated, or trivial data. This makes cleaning up and managing data more challenging, increasing the risk of accidentally deleting critical records during cleanup.
- Employee training and awareness: Placeholder information might confuse employees, especially new hires, leading to mistakes. Proper training and awareness are crucial to ensure employees understand the risks associated with placeholder information.
Update customer and location records
When you need to edit billing information, update your customer records. When you need to edit service location information, update your location records.
Customer records
Location records
Contact methods
Manage customer and location records
Keep your customer and location records up-to-date and manage duplicate or accidental records.
Keep records up to date
Duplicates and audit
What you can do from customer and location records
Efficiently manage tasks from customer and location records.
Contact management
Efficiently manage contacts with a centralized, organized view that helps you quickly find, update, and streamline communication and workflows across all records.
Troubleshooting & FAQ
Quick solutions to common issues and answers to frequently asked questions.
Troubleshooting
Check out the top five troubleshooting articles for customer and location records. Each article provides a clear, step-by-step solution.
Frequently Asked Questions
Check out the top five most frequently asked questions for customer and location records.