Overview
As a Workstream Lead, you’ll complete onboarding questionnaires for your assigned Workstreams. These will include the basic information about your company for the initial ServiceTitan setup. After the questionnaires are complete, you can fine-tune your setup during TitanAdvisor Prepare to Launch.
Who uses this feature
Administrators
Applies to all business types
Applies to all trades
Things to know
If you’re the implementation lead for all workstreams, you’ll complete the entire Onboarding Discovery process. If you’re only assigned one or more individual workstreams, you’ll only complete those sections.
This guide walks you through the basic setup process. There may be additional discovery questionnaires to fill out, depending on which modules and features you’ve indicated you need for your business.
Onboarding Basics
In the Onboarding Basics section, answer some core questions for setting up your ServiceTitan account, such as:
Select the trades or industries that apply to your business, such as HVAC, Plumbing, Electrical, and more
Select the different types of work you perform, such as Residential, Commercial, and more
Select the type of work engagements that apply to your business, such as Same Day Service/Repair, Short Term Projects, and Long Term Projects
When you’re finished, click Finish.
Accounting
In the Accounting section, answer which accounting software you integrate with.
When you’re finished, click Finish.
Call Center and Dispatch
In the Call Center section, answer questions about your call center and customer communications setup, such as:
How does your scheduling team know they have the capacity to book a job?
How does your company determine which groups of technicians are available for jobs?
How do you book jobs? From inbound calls? From web bookings?
Do your CSRs follow up on unbooked calls?
And more
When you’re finished with each set of questions, click Continue.
In the Dispatch section, answer questions about your dispatching setup.
When you’re finished, click Finish.
Inventory
In the Inventory section, you can answer preliminary questions about your current inventory processes to make setting up the Inventory module easier.
When you’re finished, click Finish.
Memberships and Service Agreements
In the Memberships/Service Agreements section, answer questions about your memberships and service agreements setup.
The first question asks what type of memberships or service contracts your customers can purchase or enroll in.
For Residential Memberships, you’ll answer questions about memberships
For Commercial Service Contracts, you’ll answer questions about service agreements
For Both, you’ll answer questions about service agreements
For None of the above, you can move to the next section
Memberships
In the Memberships section, answer questions about your membership setup, such as:
Do you offer any discounts?
Does your company defer revenue for any memberships?
What type of manufacturers do you use for your regular offerings?
When you’re finished, click Finish.
Service Agreements
In the Service Agreements section, answer questions about your service agreements setup, such as:
Does your service agreement program allow for templatization for quick contract creation?
Do you offer any discounts?
What type of manufacturers do you use for your regular offerings?
When you’re finished, click Finish.
Payroll
In the Payroll section, answer questions about managing your payroll or commissions in ServiceTitan, such as:
Will you use ServiceTitan to track things such as timesheets, salary, commissions, and more.
Do you use prevailing wage to pay your technicians?
What is your payroll frequency?
When you’re finished, click Continue.
In the Misc/Admin section, answer miscellaneous administrative questions, such as:
Do you track administrative tasks not directly related to performing work in ServiceTitan?
Do you sell items over the counter from physical store locations?
Do you need to send information, such as bulletins, reminders, memos, or training documents, to technicians in the field?
When you’re finished, click Finish.
Next steps
When you’ve completed all the onboarding discovery questionnaires for your initial setup, you’ll be directed to TitanAdvisor Prepare to Launch. Prepare to Launch guides you through further setup for your features and completing the required training in preparation for a successful ServiceTitan launch.
When you’re ready to continue your setup process, click Get Started.
FAQ
What do I need to get started?
Your account representative will create an account for you. Please check your email, click the link and create a password. When you access Jumpstart, you'll need your company's basic details. The quick business set up guide helps you enter:
The company name, street address, city, state, ZIP code, country, phone number, EIN number, service area, and customer types
The names, emails, office phone numbers, and positions of your employees and technicians
The trades and business units your business uses
The types of jobs your business performs
Note: During the initial setup, make sure to select the job types that are most useful for your business. For more information, see Set up and use job types.
Details about your operational processes; memberships, payroll, sales tax, accounting, and pricebook-related questions. For example, the main workflow by which your business runs
The marketing campaigns your company uses
A bank account number you'll use to pay for your monthly ServiceTitan service
After you complete your Jumpstart journey, go to TitanAdvisor. To learn more about TitanAdvisor, see TitanAdvisor: Prepare to Launch.
What if I don't have all that information?
Don't worry. Add as much information as you know to continue. You can review it all with your implementation manager when you're done. If you want to add more later, you can do that in ServiceTitan at any time.
What if I leave the guide before I finish?
If you leave and return, the guide takes you back to where you were when you left and prompts you to continue. You can save before signing out by clicking the menu at the top left corner of the screen.
How long will this take?
This setup guide should take as little as 30 minutes and as long as 1 hour. The time will depend on the size of your business.
What if I want to bypass the guide to get to my ServiceTitan account?
To ensure you have a seamless experience when you first use ServiceTitan, we require businesses to enter their basic information using this guide. Once you complete the seven (7) quick steps, you can access ServiceTitan and see your account. You don't have to add everything—just enter what you know. You can always add or edit later in ServiceTitan.
Can more than one person work on the guide at the same time?
Yes, but only one person can work on each step in the guide at a time. Only the first person to begin work on the guide can access subsequent steps in the guide. Once a step has been accessed for the first time, it can then be completed by other authorized members of your team.
For example, if an administrator begins the guide and works on your company profile, then another administrator or owner cannot work on the company profile or any subsequent steps. If the POC (Point of Contact - the primary person at your business that is leading your ServiceTitan setup) tries to edit the company profile while the administrator works on it, they will be notified that they cannot make any changes until the administrator saves their work.
Once the administrator saves changes to the company profile and moves on to importing employees and technicians, the POC can then make changes to the company profile step of the guide. If the administrator signs out of the guide, then the POC can complete both the company profile and importing employees and technicians, as well as move on to subsequent guide steps.
What if my information is incorrect?
No problem. You can review the information as you go and edit as needed within the setup guide. Once you complete the guide, you can correct any mistakes and edit directly within ServiceTitan. Your implementation manager can also help review the information and guide you to make any changes needed.
What if I have multiple locations?
All we need is your primary location to get you started. Your implementation manager will discuss your locations and recommend how best to set up your company within ServiceTitan.
What states should I use for my business to operate?
There are certain regulations for some states. Please make sure to select the correct state you're doing business in as it affects how ServiceTitan sets up your account.
What if only a small part of our business is Residential or Commercial?
You should still select them because there are some different workflows for each that you will want to be set up.
What if my trade isn't listed?
Select More Options, and then select a trade from the dropdown. If you still don't see your trade, select Other and enter your trade's name. You'll be prompted to enter your trade name.
Why am I selecting operations? Why are they important?
We need this information to know how you operate your business operations so that we can recommend to you the features ServiceTitan offers from which your company can benefit.
Is there a character limit for Customer or Location notes?
There's no character limit when importing notes at the customer level; however, location notes have an 8000 character limit.
What is a marketing campaign?
Think of a marketing campaign as how your customer heard about you. Yelp listings, Google search ads, direct mail/flyers, and even your business cards are considered campaigns in ServiceTitan. When you set up your business in ServiceTitan, you see a list of the most common marketing campaigns used by other home service businesses. You can edit those and make them your own.
Once you have campaigns in ServiceTitan, you can easily track jobs to marketing campaigns, empowering you to see which marketing campaigns are driving the most sales, calculate the daily cost, and measure the ROI on your marketing spend. We recommend you associate a unique phone number with each marketing campaign. If you already use unique phone numbers for campaigns, you can add those during the business setup. Otherwise, your implementation manager will set up a phone integration and create virtual phone numbers for each of your campaigns, enabling you to track the effectiveness of your marketing efforts that way.
How does ServiceTitan protect my data?
For the latest on how we're protecting your data, see the Security at ServiceTitan white paper and our privacy policy.
What is the benefit of importing my data into ServiceTitan early in the Onboarding process instead of doing it later?
We recommend you take advantage of the data import in this setup guide. This enables you to save time by quickly connecting to your data source and pulling the most important information needed into your ServiceTitan account. By completing this step in the setup guide, you'll have a chance to review your customer and job data in ServiceTitan to ensure accuracy and help you go live faster.
The most common reason for a delayed go-live date with ServiceTitan is because something went wrong during the data import process. Connecting your data sources to ServiceTitan sooner rather than later makes it easier for you and the ServiceTitan Onboarding team to make sure that all of your data was imported correctly.
What if I don't know what kind of software our company is using?
Select the ones you believe your company is using. If you're unsure, you can leave this blank and you can provide the needed information to your implementation manager at a later time.
Can I import data into ServiceTitan from multiple sources?
ServiceTitan imports from one software source which has the most accurate source of information on your customers, invoices, jobs, and so on. The guide prompts you to select all accounting and CRM/customer management software you currently use. Your implementation manager will later review your list and help determine which source is the best to use to import data in ServiceTitan.
What can I expect when importing my QuickBooks Online data into ServiceTitan?
First, you'll be prompted to log in to QuickBooks Online, where you'll be asked to authorize ServiceTitan to access your QuickBooks data.
Note: ServiceTitan does not collect your sign-in credentials—your username and password remain securely stored with Intuit QuickBooks. Once you successfully sign in and authorize the import, we'll begin pulling three key reports from QuickBooks Online: Client Name List, Invoice List, and Sales by Client List.
What do I do if I have issues importing my QuickBooks Online data into ServiceTitan?
If you are having trouble signing in to your QuickBooks account, select I forgot my user ID and password link to get help resetting your account.
If you receive a message asking you to try again, select Try Again to initiate the import again. We recommend that you attempt to import at least three times. If you get an error message letting you know we were unable to import your QuickBooks data, don't worry, you'll have a chance to import your data again once you speak with your implementation manager.
What information is pulled during the QuickBooks Online import?
The QuickBooks Online import pulls only a small set of key reports, which are used to add customers, locations, jobs, services, invoices, payments, and jobs to ServiceTitan. The three reports we import are:
The Client Contact List
The Invoice List
The Sales by Client Detail
What should I do if I'm not ready to import my data?
If you're not ready to import, select the option to skip the import. You can import your data at a later time with the help of your implementation manager.
What can I expect when importing my QuickBooks Desktop data into ServiceTitan?
First things first: download and follow the ServiceTitan Web Connector for QuickBooks Desktop guide, and then download and install the QuickBooks web connector. After you install the web connector is installed, you can use it to synchronize your data with ServiceTitan.
What information will ServiceTitan pull from QuickBooks Desktop?
ServiceTitan pulls a series of reports to add customers, locations, jobs, services, invoices, payments, and jobs to ServiceTitan. The reports we import include:
Vendors
Customers
Invoices
Payments
Sales Receipts
Estimates
Credit Memos
Aging reports
How long does importing my QuickBooks Desktop data take?
Importing your QuickBooks Desktop data usually takes about an hour, although it can take longer in some cases. You can still use your computer while you wait for ServiceTitan to import your data. Ensure your computer does not lose power or internet access while the import is in progress.
Something went wrong during the import and it failed. Should I try again?
Yes. We recommend you attempt to import at least three times. If you're still having issues after three attempts, reach out to the ServiceTitan Onboarding team.
Are there any regional restrictions for using QuickBooks Desktop?
Yes. You can only use QuickBooks Desktop with ServiceTitan if you're in the United States.