Service Titan Knowledge Base

Use the Follow Up screenLast updated on 04/18/2022

Use the Follow Up feature to do routine follow-ups on unsold estimates. Those estimates could potentially be sold to the customer and generate revenue. If the customer is ready, you can sell an estimate; if the customer needs more time to decide, log a follow-up so that you don’t forget to get back to them.

To get to the Follow Up screen, go to the navigation bar and click Follow Up.

Things to know

  • If you’ve made changes to any of the Follow Up areas, like dismissing or updating a recurring service event, click Refresh Table to show your changes.

  • You can rearrange the columns in Follow Ups to show you the information you care about in the order that’s easier for you.

Understand the Follow Up screen

Click any of the items on the menu to view them. Next to the header, you see the total number of items for that area. Each area has its own URL; bookmark the ones you use most for easy access. If you leave Follow Ups and come back, you’ll come back to the area you were last viewing.

The first tab you see is Unsold Estimates, which are estimates that have been created but haven’t yet been sold. Filter by job type, technician, date range, business unit, and status. You can also sort using the columns.

The other areas are:

  • Sold Estimates

  • Surveys

  • Recurring Service Events

  • Expiring Memberships

If you have the correct permissions, you can export the information in any of the areas by clicking Export.

Understand opportunity statuses

In addition to filtering by job type, technician, date range, and business unit, you can filter by the status of the opportunity.

Opportunities can be in the following statuses:

  • Open: Opportunities that haven't been won or dismissed. Click on open opportunities to see the next scheduled follow up date. Open opportunities can be:

    • Not Attempted: No contact has been made since the opportunity was originally created or presented to the customer. This is the default state once an opportunity is created.

    • Unreachable: The last time someone tried to follow up on this opportunity, the customer could not be reached.

    • Contacted: The customer was contacted on the last follow up date, but no estimate has been sold to them yet.

  • Won: An estimate was sold to the customer with a subtotal equal to or greater than the sold threshold.

  • Dismissed: The customer decided not to move forward with the work and the opportunity was dismissed. Also, an opportunity with a sold estimate subtotal under the sold threshold is considered dismissed.

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.