Overview
Everything you configure in Field Pro v2 lives in one place inside ServiceTitan: Settings > Field Pro > Settings. There's no separate dashboard to log into. This article covers the settings, the people in them, and the teams they belong to. Recording profiles, scorecards and signals have their own articles: Recording Profiles and Scorecards in Field Pro v2 and Signals in Field Pro v2: Types, Instructions, and Tuning.
Who uses this feature
If you manage Field Pro settings for your company: read the whole article. This isn't limited to admins. Anyone with the settings permissions below can do it.
Managers: read Teams and team access below. It explains whose recordings you can see and which teams your Manager Insights Email covers. These are set separately.
Feature configuration
Field Pro uses these ServiceTitan permissions:
Permission | What it does |
|---|---|
View Field Pro | Required for everything in Field Pro: recording in ST Field and all Field Pro pages on the desktop. Nothing else works without it. |
View Field Pro Settings and Edit Field Pro Settings | Together, they let someone manage every Field Pro setting. Both are needed; this isn't limited to admins. Edit Field Pro Settings appears under View Field Pro Settings in the role's permissions. |
What each person sees inside Field Pro also depends on their team access (see Teams and team access below).
Things to know
You manage nearly all of Field Pro yourself on the Field Pro Settings page: users, teams, team access, signals, recording profiles and scorecards, recording controls, and delivery times.
Day in Review is each technician's end-of-day summary in the ServiceTitan Field app (ST Field). Manager Insights Emails are a daily email for managers.
Recording consent is one company-wide setting that your Pro Product Specialist sets for you. By default, technicians are asked to confirm the customer's consent before each recording starts. To change it, talk to your specialist. You're responsible for making sure your recording practices follow the laws where you work.
Where Field Pro settings live
Go to Settings > Field Pro > Settings in ServiceTitan. The Field Pro Settings page has a tab for each area:
Tab | What it controls |
|---|---|
General | Company-wide defaults: Day in Review delivery time, Manager Insights Emails send time, and recording controls |
Users | Everyone's Field Pro access, settings, team and team access |
Teams | Your teams, their members, and any recording profile you've optionally assigned to a team |
Recording Profiles | Which signals are evaluated on a recording, and the scorecard built from them. See Recording Profiles and Scorecards in Field Pro v2. |
Signals | The behaviors Field Pro looks for. See Signals in Field Pro v2: Types, Instructions, and Tuning. |
Audit | A log of changes to Field Pro settings |
The General tab
The General tab holds three company-wide defaults, each with its own Save button:
Day In Review: the default Day End Time, when technicians' Day in Review is prepared. It appears only when Day in Review is turned on for your company.
Manager Insights: the Send Time for Manager Insights Emails, in your company's time zone.
Recording Controls: whether technicians can cancel, stop or pause a recording (see Recording controls, and overriding them per technician below).
The Audit tab
The Audit tab lists changes to Field Pro settings. You can filter it by the person who made the change and open each change for details.
Users
The Users tab lists all your ServiceTitan users, technicians and office employees together. Your Field Pro users are your ServiceTitan users; you don't create them separately. Use the search and filters to find people by team, team access, type (Technician or Office) or whether Field Pro is on. Each row has two buttons: Edit Teams and Edit General Settings.
What an office user sees, and what a technician sees
Edit General Settings works differently for technicians and office users:
Technicians: turn Field Pro on or off, turn Mid-Call Check-In on or off, override the company's recording controls, and change when their Day in Review arrives or turn off its notifications.
Office users: turn Field Pro on or off.
Edit Teams sets a person's assigned team and team access. For office users, it also sets which teams their Manager Insights Email covers.
Turning Field Pro on for a person
To turn Field Pro on for one person, open Edit General Settings and check Enable Field Pro Advanced. This checkbox is the same as the View Field Pro permission, so changing it in either place has the same effect.
For most companies it's easier to include View Field Pro in the roles your technicians and managers use. A permission set on one person can be lost when their role is updated later. Enable job briefs isn't on this screen; set it in the role or on the employee's profile.
Change several people at once: select them on the Users tab and choose Bulk Edit Teams or Bulk Edit General Settings. You can select technicians or office users, but not both at the same time. Only the settings you change are applied.
Office users who review calls, such as CSRs or trainers, need only Field Pro turned on and the right team access. They see the same Field Pro pages a manager does, limited to the teams they have access to. They can't change settings unless they also have the settings permissions.
Mid-Call Check-In, per user
Mid-Call Check-In is on by default. A technician gets check-ins only when it's on both for them (Enable Mid-Call Check-In in their Edit General Settings) and for their recording profile (the profile's Mid-Call Check-In tab). To turn it off for one technician, clear it in their settings. To turn it off for everyone using a profile, clear it on the profile.
Recording controls, and overriding them per technician
On the General tab, Recording Controls has three checkboxes: Disable Recording Cancellation, Disable Recording Stop and Disable Recording Pause. Technicians can cancel, stop and pause unless you check them. To make an exception for one technician, use the same checkboxes in their Edit General Settings; their setting wins. These controls apply only in ST Field, where a disabled control appears greyed out.
Day in Review, and overriding it per technician
Once Day in Review is turned on for your company, every technician with Field Pro gets it. Set the default Day End Time on the General tab (5:00 PM unless you change it). To change it for one technician, or to turn off their Day in Review notifications, open their Edit General Settings. Turning off notifications doesn't stop their Day in Review from being created. If you don't see Day in Review settings, ask your Pro Product Specialist to turn it on.
Teams and team access
Teams
Teams are how people are organized in Field Pro and how access is granted to recordings data. Manage them on the Teams tab.
Create a team: select New Team and add a name, description and members.
Edit a team: change its name, description and members, and its Recording Profile Assignment.
The default team: one team is always marked Default, and new Field Pro users are placed on it. To change it, open another team's menu and select Set as Default.
Delete a team: you can't delete the default team, or a team that still has members with Field Pro. Move those people first.
Move people: adding a technician to a different team moves them, gives them access to the new team, and removes access to their old one. Their past recordings move with them.
Assigned team and team access are different things
Each person has an Assigned Team and Team Access, both set in Edit Teams:
Assigned Team is the one team a person belongs to. A technician's recordings appear under it. For everyone, technician or office user, it's also the team that Field Pro pages filter to first.
Team Access decides whose recordings a person can see, with a Has Access checkbox for each team.
Everyone can always see their own recordings. When you assign someone to a team, Field Pro also checks Has Access for that team, so technicians can see their teammates' recordings. To limit a technician to only their own recordings, uncheck Has Access for every team.
To give someone access to every team, including teams you create later, check Has Access on the All Teams row.
Manager Insights Emails have their own scope
What a manager can see and what their Manager Insights Email covers are set separately. In Edit Teams, check Daily Insights Email for each team you want included. You can check it only for teams the person has access to.
A good setup: give managers broad team access so they can find coaching examples anywhere in the business, and include only their own teams in their email.
For a manager to receive Manager Insights Emails, all of these must be true:
Manager Insights Emails are turned on for your company. Ask your Pro Product Specialist.
The manager is an office user (not a technician) with Field Pro on and an email address.
Daily Insights Email is checked for at least one team they have access to.
Each manager gets one Manager Insights Email a day, covering yesterday's activity for every team checked for them in Edit Teams. If a manager has more than one team, each team gets its own section. The email goes out after the Send Time on the General tab (in your company's time zone), once that day's coaching insights are ready, so with the default setting it usually arrives early in the morning. If none of a manager's teams had any activity, no email is sent that day.
Recording profiles
Every account has one default recording profile, which decides the scorecard for your recordings. To use different profiles for some teams or Job Types, see Recording Profiles and Scorecards in Field Pro v2.
