ServiceTitan Max Pre-Go-Live Checklist

Overview

ServiceTitan Max brings together every capability you need to run your business as one connected workflow — from the first customer touch through booking, dispatch, field execution, invoicing, and re-engagement. Going live with Max is different from launching a single product: each workflow depends on the foundations that come before it, so the order in which you set things up matters.

This checklist is the shared completion gate you and your team use before turning Max on for live customer work. It is organized in two phases — Onboarding readiness, covering the environment, integrations, and configurations that must be in place before training, and Go-Live readiness, covering workflow validation, team training, and final pre-launch sign-off. Work through both phases in order. If you skip a step, the downstream workflows that depend on it will not work as expected.

Phase 1: Onboarding readiness

Phase 1 covers the foundational platform setup and activations your team needs in place before role-based training begins. This phase typically aligns with the Onboarding portion of your ServiceTitan Max implementation, working in parallel with your Implementation Consultant and CSM.

Platform foundations

These items are prerequisites for every workflow in Max. Complete them first.

• Required. Active ServiceTitan account is provisioned and primary admin can sign in.

• Required. User roles and permissions configured for each of the five Max roles: Admin / Office Manager, CSR, Dispatcher, Technician, Marketing Manager.

Note: Technician permissions are managed in ServiceTitan, and employee permissions are managed in Enterprise Hub.

See Set permissions for an employee or technician role.

• Required. Business units configured and active. Dependency: required before configuring Adaptive Capacity, Dispatch Pro, Scheduling Pro, Pricebook Pro, and Contact Center Pro (if this is the telecom system you are using).

• Required. Job Types configured and mapped to business units. Dependency: required before configuring Dispatch and Scheduling.

Note: A base list of Job Types by Trade is provided.

• Required. Technician Profiles complete, including home/shop address, skills, and Business Unit assignment. Dependency: required before configuring Dispatch.

• Required. Technician shifts configured. Dependency: required before Scheduling can calculate capacity.

• Required. Arrival Windows configured.

Note: One arrival window for the entire day provides Dispatch with the greatest flexibility to optimize. Arrival windows should not exceed one 4-hour AM window and one 4-hour PM window.

• Required. Customer Records with valid email addresses imported or migrated. Dependency: required for Marketing campaigns to send.

Telecom path selection

ServiceTitan Max supports three telecom products. For existing ServiceTitan users that have made the switch to Max, you have the ability to maintain the telecom system in use prior to the switch. New to ServiceTitan users will use Contact Center Pro. The path you choose here determines which telecom items later in this checklist apply to you, so make this decision — with your CSM — before you start the telecom setup work.

• Basic Phones — ServiceTitan's built-in telephony integration. Suitable for teams with existing phone hardware and simple Call routing needs. Compatible with AI Voice Agent for after-hours, overflow, and emergency call handling. Available to previous ServiceTitan users.

• Phones Pro — ServiceTitan's Dialpad-integrated telephony. Adds richer call routing, business hours logic, and Dialpad's admin controls on top of ServiceTitan. Compatible with AI Voice Agent. Available to previous ServiceTitan users.

• Contact Center Pro — Contact center built into ServiceTitan. Adds multichannel handling (phone, email, web, social), universal inbox, IVR call flows, Queue Management with SLA thresholds, Whisper Coaching, and Second Chance Leads. Available to new telecom customers. Compatible with AI Voice Agent.

Complete the item below before continuing:

• Required. Telecom path confirmed with PPS in writing: Basic Phones, Phones Pro, or Contact Center Pro. Record the decision so the team knows which conditional sections of this checklist apply.        

  Note: All three telecom paths integrate with the rest of ServiceTitan Max — Adaptive Capacity, Scheduling Pro, Dispatch Pro, and the CSR workflows all work regardless of which telecom product you choose. The differences show up in the depth of the call handling capabilities available to CSRs and admins.

Telecom and SMS foundation (Contact Center)

These are the telecom prerequisites for Go-Live. The section is organized into three parts: items that apply to every telecom path, items that apply only if Contact Center Pro is in scope, and items for AI Voice Agent (which works with any telecom path).

Applies to all telecom paths:

• Required. CSR employee profiles active with the correct roles and permissions in ServiceTitan (View Customer Chats, Send Message, and any other CSR-specific permissions your team uses).

• Required. TCR (The Campaign Registry) registration submitted for SMS enablement. Dependency: required before any SMS campaigns can send, and TCR approval can take time — start early. See Register your business for text messaging with TCR in ServiceTitan Max and Register your business for SMS and MMS delivery.

Contact Center Pro (only if Contact Center Pro is your selected telecom path):

Only complete the items below if Contact Center Pro is in scope for your initial launch. If you are staying on Basic Phones or Phones Pro, confirm your existing telecom setup is active and skip to AI Voice Agent below.

• Required.  if launching Contact Center Pro at Go-Live. Contact Center Pro subscription enabled by ServiceTitan (contact CSM or Sales).

• Required. if launching Contact Center Pro at Go-Live. Existing phone numbers ported to Contact Center Pro, or new numbers provisioned. Dependency: must be complete before Go-Live.

• Required. quired if launching Contact Center Pro at Go-Live. Internet bandwidth tested at every CSR workstation against Contact Center Pro minimum requirements.

• Required. if launching Contact Center Pro at Go-Live. ServiceTitan Contact Center Pro Mobile App installed on all CSR devices (iOS or Android) for any CSRs who will handle calls remotely.

• Optional. Call flows and IVR routing rules designed and built in the Contact Center Pro Admin Portal.

• Optional. Greetings, hold music, and voicemail configured in Contact Center Pro.

• Optional. Call queue SLA thresholds defined in Contact Center Pro (average wait time, abandonment rate).

• Optional. Physical IP phones configured per desk (Contact Center Pro also works via softphone on PC, tablet, or mobile).

For the full setup walkthrough, see Configure Contact Center Pro in ServiceTitan Max.

AI Voice Agent (works with any telecom path):

AI Voice Agent for after-hours, overflow, and emergency call handling is compatible with Basic Phones, Phones Pro, and Contact Center Pro. The configuration path depends on which telecom product powers your call routing. Complete the items below only if AI Voice Agent is in scope for your initial launch.

• Required if launching AI Voice Agent at Go-Live. AI Voice Agent purchased through ServiceTitan and terms agreed to. See AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro or Configure your Voice Agent settings in Contact Center Pro.

• Required if launching AI Voice Agent at Go-Live. Voice Agent settings configured (persona, transcript, skills and capabilities, job types and dispatch fees, escalation and routing rules) at the path that matches your telecom product:        

  • Basic Phones: Settings > Phones > Voice Agent Settings

  • Phones Pro: Settings > Phones Pro > Voice Agent Settings

  • Contact Center Pro: Contact Center Pro > AI Voice Agents

• Required if launching AI Voice Agent at Go-Live. Adaptive Capacity configured before enabling the Voice Agent to book jobs. Dependency: without Adaptive Capacity in place, the Voice Agent cannot quote accurate availability.

• Required if launching AI Voice Agent at Go-Live. AI disclosure language reviewed against the laws in every market you operate in. Notifying customers that they are speaking with an AI is a legal requirement in some locations.

• Required if launching AI Voice Agent at Go-Live. Voice Agent Forwarding Number obtained and integrated into your call routing (Basic Phones: Settings > Phones > Phone Numbers; Phones Pro: Dialpad admin call routing; Contact Center Pro: routing configured in the CCP Admin Portal).

• Required if launching AI Voice Agent at Go-Live. Test call placed to the tracking number to confirm the call connects to the Voice Agent. Note: test calls are billed against your Voice Agent usage.

Adaptive Capacity and Smart Dispatching foundation

Adaptive Capacity is the foundation for Smart Dispatching in ServiceTitan Max. Dispatch relies on it to make routing decisions, and the Voice Agent pulls Real-time availability from it to quote times to inbound leads.

• Required. Adaptive Capacity core settings configured. See Prepare for Adaptive Capacity: Configure core settings. Dependency: Dispatch Pro, Scheduling Pro, and Virtual Agents.

• Recommended. Strategic Rules configured in Adaptive Capacity to reflect your operating patterns. See Optimize Adaptive Capacity: Configure Strategic Rules.

Demand Capture and Online Booking (Scheduling)

• Required. Scheduling Pro feature has been enabled/turned on.

• Required. Website ownership confirmed and the team that owns the website is identified for embed code placement.

• Required. Adaptive Capacity mode selected.

• Required. Workflow template selected: Standard, Contact Info First, or Express.

• Required. Job type and trade mapping to scheduler categories complete.

• Required. Scheduler embed code generated and provided to whoever owns the website.

• Recommended. Custom scheduler branding (logo, colors) applied.

• Recommended. Multiple schedulers created if you operate multiple brands or trade verticals.

• Recommended. Booking questions and intake form customized.

• Recommended. Blocked dates and booking buffer configured.

• Recommended. Future booking window set (how far in advance customers can book).

• Recommended. Tag, business unit, and technician assignment rules configured.

• Recommended. Reserve with Google integration activated. Requires an active Google Business Profile — customer dependency for credential access.

• Recommended. Emergency call button with tracking number added to the widget.

• Recommended. Media upload enabled so customers can submit photos or videos with their booking.

Smart Dispatching (Dispatch)

Dispatch Pro AI predictions become more reliable as more historical job and performance data accumulates in your tenant. Plan for a manual-mode period at Go-Live, with full automation enabled after the system has data to work with.

• Required. Dispatch Pro features enabled by ServiceTitan (contact CSM).

• Required. Job mapping fully completed (trade → job types → business units → technicians). Located at Settings > Operations > Job Mapping. This is gated within product setup. Dependency: Technicians must only belong to a single BU or, if using BU Groups, belong to a single BU.

• Required. Technician skills created and mapped to job types.

• Required. Technician home or shop addresses entered and verified.

• Required. Business unit goal weights require a primary settingconfigured at Settings > Routing > Routing - Revenue slider

• Required. Maximum drive time rules configured.

• Required. Start/end location set per technician (home or shop).

• Recommended. Dispatcher task board rules configured.

Note: Dispatch Pro Auto Mode is intentionally left off at Go-Live. It is recommended to run Assist on the day of (or day 0), with Auto running for days 1-3. Dispatch Pro will auto arrange the board for future days, and Assist can be used for the day of, until the AI is sufficient and can learn from the corrections they make. Auto Mode is a later optimization step, covered in the Post-Go-Live phase.

Dynamic Pricing and Estimates (Pricebook Pro)

Pricebook Pro is the foundation of every Estimate technicians build in the field. Configure it early so technicians and CSRs are seeing real pricing during training, not placeholder data.

• Required. Pricebook Pro feature enabled by ServiceTitan (contact CSM).

• Required. Existing pricebook reviewed and archived or deactivated before Pricebook Pro content is loaded.

• Required. Trade(s) confirmed with ServiceTitan during activation so Smart Start can generate the right starting content.

• Required. Smart Start run for each trade vertical. Smart Start is only available to brand-new Pricebook Pro users and cannot be reopened once closed before completing — finish it in one sitting.

• Required. Billable rate and material/equipment markups set during Smart Start.

• Required. Category structure built out, with categories and subcategories that mirror how technicians sell in the Field Mobile App.

• Required. Services and equipment assigned to categories. Items without a category will not appear in the Field Mobile App.

• Required. Materials linked to services. Dynamic Pricing only calculates prices for services with linked materials.

• Required. Dynamic Pricing rule created for each category group (one rule per category maximum).

• Required. Proposal types and estimate templates created so technicians can present tiered Good-Better-Best options. Estimate templates must be grouped into a proposal template to appear in the Field Mobile App.

• Recommended. Regional Pricing Average benchmarks reviewed and pricing adjusted to market.

• Recommended. Customer-facing item images uploaded or selected from the Pricebook Pro library.

• Recommended. Explainer PDFs enabled per service for technician use in the field.

• Recommended. Smart Recommendations reviewed and enabled per item. Enable at Settings > Pricebook > Smart Recommendations.

• Recommended. Business unit assignments at the category level configured so multi-trade businesses (HVAC techs vs. plumbing techs) see only the items relevant to them.

• Recommended. Hidden categories configured for office-only items (Deferred revenue, manager discounts) so technicians cannot add them in the field.

For the full setup walkthrough, see Pricebook setup guide in ServiceTitan Max.

Field execution and mobile (Field Pro, Field Mobile App, Atlas)

• Required. Field Pro feature enabled by ServiceTitan (contact CSM).

• Required. Legal review of recording consent requirements completed. Two-party consent states require the customer consent prompt to be enabled.

• Required. Two-party consent prompt language reviewed and customized for state compliance.

• Required. Recording consent disclosure language drafted for technicians to use verbally on every job. See Field quick start guide for technicians in ServiceTitan Max for technician-facing guidance.

• Required. Enable Field Pro – Standard permission assigned to each technician role that should record.

• Required. Also required: Enable Atlas in Mobile for Technician.

• Required. ServiceTitan Field Mobile App installed on every technician device (iOS or Android). Plan for one primary device per technician — multi-device recording is not supported.

• Required. Field Pro App installed on every technician device (iOS or Android)

• Required. Manager and owner profiles set up with access to the Field Pro dashboard for coaching.

• Recommended. Pre-job brief preferences configured (which historical data points to surface per job type). Requires the Enable job briefs permission for Field Pro Advanced.

• Recommended. Trade-specific diagnostic tools configured (Airflow Calculator, SubCool/SuperHeat Calculators, Duct Sizing Calculator).

• Recommended. Custom scorecard criteria defined by manager (key events, skill categories, performance benchmarks).

Marketing campaigns and demand generation (Marketing)

• Required. Marketing Pro feature enabled on the account (contact CSM or Support).

• Required. Company details configured at Settings > Marketing Pro > Marketing: name, address, logo, trade information, legal copy.

• Required. Sender details configured (from-name and reply-to email). Sender email domain verified for deliverability.

• Required. Revenue Attribution window configured at Settings > Marketing Pro > Revenue Attribution (default 84 days).

• Required. CAN-SPAM / CASL compliance terms agreed to during setup.

• Required. First automated campaign (commonly an Unsold Estimates campaign) built and ready to launch. See Build your first automated campaign in ServiceTitan Max.

• Recommended. Double Opt-In enabled at Settings > Marketing Pro > Double Opt-In for improved email deliverability.

• Recommended. Custom suppression list uploaded.

• Recommended. Custom email templates created.

• Recommended. Audience segments defined (unsold estimates, aging equipment, expiring memberships, idle accounts).

• Recommended. Direct mail vendor configured and payment method on file (Direct Mail add-on).

• Recommended. Google Ads and/or Facebook Ads accounts linked for digital ad attribution (Marketing Pro Ads add-on).

• Recommended. Review platform integrations connected — Google, Yelp, Facebook — for Reputation Management.

Speed to Lead and Outbound Virtual Agents

Outbound Virtual Agents and Speed to Lead require both CRM and the AI Concierge module to be enabled. Coverage and GA timing may vary — confirm current availability with your CSM.

• Required. CRM and AI Concierge modules enabled on the account. Dependency: required for any Speed to Lead or Outbound Virtual Agents workflow.

• Required. Voice Agent configured in Contact Center Pro at Contact Center Pro > AI Voice Agents. The Voice Agent and SMS Agent share the same virtual agent configuration, so the persona, transcript, skills, job types, dispatch fees, and escalation rules set here drive Speed to Lead as well.

• Required. View Customer Chats and Send Message permissions assigned to any CSR who will take over Speed to Lead conversations from the Interactions page.

• Recommended. Outbound Virtual Agents campaign built for Speed to Lead, targeting one or more supported lead sources.

• Recommended. Adaptive Capacity reviewed for sufficient availability — Speed to Lead can only book into capacity that actually exists, and gaps will surface as escalations.

• Recommended. Escalation triage process defined for CSRs (which Interaction statuses to triage first: Escalated, High Activity, Active: Cool, Active: Cold).

For Speed to Lead CSR workflow guidance, see Utilizing Speed to Lead as a CSR in ServiceTitan Maxax.

Fleet Pro (Recommended during Onboarding)

Fleet Pro is an optional add-on in the ServiceTitan Max bundle. Most teams configure and launch Fleet Pro during the Optimization phase rather than at initial Go-Live, since hardware installation drives the timeline. Only complete the items below if Fleet Pro is in scope for your initial launch.

• Required if launching Fleet Pro at Go-Live. Fleet Pro feature enabled by ServiceTitan (contact CSM); hardware order placed.

• Required if launching Fleet Pro at Go-Live. Vehicle records created in ServiceTitan for every vehicle to be tracked.

• Required if launching Fleet Pro at Go-Live. Technicians and drivers assigned to vehicles.

• Required if launching Fleet Pro at Go-Live. OBD-II GPS hardware installed in each vehicle.

• Recommended. Geofencing Zones defined.

• Recommended. Maintenance schedules configured per vehicle.

• Recommended. Driver scorecard metrics customized.

• Recommended. AI dashcams installed.

• Recommended. GPS Timesheet Integration enabled (requires Payroll module to be active).

• Recommended. Ford Pro hardware-free integration activated for compatible Ford vehicles (confirm current availability with your PPS).

Reporting and accounting foundation

• Required. Invoicing and Billing templates reviewed and configured. See Create and edit invoice and billing templates.

• Required. Accounting setup verified (general ledger, integration with QuickBooks or other accounting system).

• Required. Membership types and Service Agreement structures configured if memberships are part of your sales model. See Create membership types. Dependency: Marketing Pro Membership campaigns.

• Required. Standard reports reviewed by Admin / Office Manager and Manager / Owner roles so they know where to find day-of and week-over-week metrics at Go-Live.

Phase 2: Go-Live readiness

Phase 2 confirms that the Phase 1 setup actually works end to end, that every role has been trained on the workflows they will perform, and that you have a plan for the first live day. Do not begin Phase 2 until every Required item in Phase 1 is complete.

End-to-end workflow validation

Walk through the full Lead-to-Cash workflow with real data — not production customer data, but a test record that flows through the entire stack — and confirm every handoff works.

• Required. Online Scheduler test booking submitted. Confirm the booking appears on the Calls > Bookings tab and on the Dispatch Board.

• Required. Reserve with Google test booking submitted (if Reserve with Google is in scope).

• Required. Inbound call test placed through your telecom product. Confirm caller history surfaces, the CSR can book the call, and the call is logged correctly.

• Required. Adaptive Capacity availability quoted to a test caller. Confirm the offered time matches what is actually available.

• Required. Test job assigned in assist mode. Confirm Dispatch Pro recommendations appear and reflect the configured goal weights.

• Required. Test job dispatched to a technician device. Confirm the job appears in the Field Mobile App with the correct customer, location, and service catalog.

• Required. Test estimate built in the field using a proposal template. Confirm Good-Better-Best options display, Dynamic Pricing reflects the configured rules, and member vs. non-member pricing is calculated when applicable.

• Required. Test recording captured in Field Pro. Confirm the recording uploads from the device and appears in the Field Pro dashboard within 30 minutes.

• Required. Test Atlas query run in the field for a supported trade. Confirm Atlas returns a cited response.

• Required. Test signed estimate posted to the job Invoice. Confirm the invoice appears in the office for billing.

• Required. Test invoice processed end to end through to payment and accounting. Confirm the entry posts to the correct GL account.

• Required. Test review request triggered via Marketing Pro after job completion. Confirm the request sends to the customer's email address.

Speed to Lead and Outbound Virtual Agents validation (if in scope)

• Required. Test lead submitted through a supported lead source. Confirm the Voice Agent or SMS Agent responds within seconds and offers an Adaptive Capacity time slot.

• Required. Test escalation triggered (for example, a lead asking for an unsupported service area). Confirm the interaction is flagged on the Interactions page with the correct escalation reason and that a CSR can take over.

• Required. Test Speed to Lead booking confirmed. Confirm the booked job lands in the dispatch board with the correct lead source attribution.

Team training and role readiness

Training assignments depend on which features are part of your initial scope. Confirm each role has completed the Max training paths relevant to their day-to-day work before Go-Live.

• Recommended. New-hire onboarding materials reviewed and saved for future hires. See Add and train new users in ServiceTitan Max.

Documentation and quick references distributed

• Required. Admin Setup Checklist for ServiceTitan Max reviewed and on file.

• Required. Field Pro Technician Quick Start Guide distributed to every technician — printed and on-device.

• Required. Pricebook Pro Setup Guide: Categories, Attributes, and Dynamic Pricing in ServiceTitan Max on file with the admin who will maintain pricebook content.

• Required. Estimates and Proposals in ServiceTitan Max distributed to technicians and sales reps.

• Required. Speed to Lead: CSR Workflow and Best Practices in ServiceTitan Max distributed to CSRs (if Speed to Lead is in scope).

• Required. Configure Contact Center Pro for ServiceTitan Max on file with the admin who maintains the call flow.

Go-Live day plan

• Required. Go-Live date confirmed in writing with your CSM and Onboarding team.

• Required. Go-Live day support coverage plan documented: who is on-site or on-call, who handles escalations, what hours your CSM is available.

• Required. Rollback plan documented for each Pro Product in case a critical issue surfaces in the first 24 hours (for example, reverting to manual dispatch if Dispatch Pro recommendations need adjustment, or temporarily disabling the online scheduler if capacity is misconfigured).

• Required. Day-of triage list identified: which dashboards each role checks first thing on Go-Live day, what counts as a blocking issue, who to escalate to.

• Required. Customer-facing announcement (if any) reviewed — for example, a website banner or social post announcing online booking, or a phone tree change letting callers know about new options.

• Required. Team huddle scheduled for end of Go-Live day to surface issues and capture what to fix in the first week.

Sign-off

• Required. Admin / Office Manager has reviewed every Required item in Phase 1 and Phase 2 and confirmed completion.

• Required. Manager / Owner has reviewed the Go-Live day plan and approved Go-Live.

• Required. Confirmation sent to CSM that the team is ready for Go-Live.

Tip: Save a copy of this checklist with your sign-off date as part of your Go-Live record. You will reference it during the 30-day and 90-day reviews.

What to expect after Go-Live

ServiceTitan Max is built to keep getting smarter as your data accumulates. In the first 30 days, Dispatch Pro recommendations sharpen as the AI sees how your team responds to suggestions. Marketing Pro campaigns start producing attribution data. Field Pro recordings build a coaching library. Pricebook Pro Smart Recommendations begin reflecting what your team actually sells.

Within 30 days of Go-Live, transition to the ServiceTitan Max post Go-Live checklist: After your first 30 days to monitor adoption and identify the first optimization actions. At 90 days, the 90-Day ROI Review Template and Benchmark Guide helps you measure your Max investment.

Want to learn more?

• See Admin setup checklist in ServiceTitan Max

• See ServiceTitan Max post Go-Live checklist: After your first 30 days

• See Configure Contact Center in ServiceTitan Max

• See Pricebook setup guide in ServiceTitan Max

• See Field quick start guide for technicians in ServiceTitan Max

• See Estimates and Proposals in ServiceTitan Max

• See Build your first automated campaign in ServiceTitan Max

• See Utilizing Speed to Lead as a CSR in ServiceTitan Max

• See Getting Started with ServiceTitan

• See Prepare for Adaptive Capacity: Configure core settings