Mandatory Workflow Change
This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Group and manage findings on a ServiceTitan CRM opportunity
This enhancement lets one ServiceTitan CRM opportunity carry several findings, and lets you add findings to an opportunity, take them off, or split them into a second opportunity as the deal changes.
Available inCore
Feature type
Enhancement
Industry
Commercial Service and ReplacementCommercial Construction
Roles
AdministratorsManagersDispatchersSales representativesTechnicians
Region
United StatesCanada
What's changing
Before this release, a finding and a ServiceTitan CRM opportunity were locked in a one to one relationship that was set for the whole company, so a quote covering several findings produced several near duplicate opportunities and there was no way to correct the pairing from the opportunity. Now an opportunity holds a Findings table that lists every finding behind the deal with its status, urgency, linked estimate and source job, and you can search the location for other findings and add them, remove findings you no longer want to quote, or move a group of findings onto a brand new opportunity. On the Findings screen, an Opportunity column and the finding drawer show which opportunity each finding produced and link straight through to it.
Workflow comparison — before & after
← Before
✓ After
1.Open an opportunity in ServiceTitan CRM and review the findings attached to it.
1.Open an opportunity and review the Findings table, which lists each finding with its status, urgency, linked estimate, source job, who created it and who added it.
2.Each finding produces its own opportunity, so one quote covering four findings leaves four separate deals in the pipeline.
2.Select + Add Finding, search the location's findings by name, description or ID, then add the ones that belong to this deal.
3.To correct the pairing, rebuild the estimate, because the findings on an opportunity cannot be changed from the opportunity.
3.Select one or more findings and choose Remove From Opp. to take them off this opportunity, then confirm whether they also come off its estimates.
4.Leave ServiceTitan CRM and open the Findings screen to work out which findings are already covered and which are still open.
4.Select one or more findings and choose New Opp. From Finding(s) to raise a second opportunity that carries the same customer and location, so a property can approve one scope now and another later.
5.Open the Findings screen and use the Opportunity column, or open a finding, to see which opportunity it produced and jump to it in ServiceTitan CRM.
⚠ The pipeline fills with near duplicate deals, forecasts overstate the work in play, and the office reconciles findings, estimates and opportunities by hand.
✓ One opportunity reflects one real deal, the findings behind every quote stay visible to whoever presents it, and the pipeline can be reshaped as the scope changes instead of rebuilt.
How it works for your industry
Commercial Service and Replacement
- A technician completes a quarterly preventive maintenance (PM) visit at a multi tenant office building and logs four findings across two rooftop units (RTUs). The office quotes both units on one opportunity, then splits the second unit onto its own opportunity so the property manager can approve one now and budget for the other next quarter.
- A facilities account manager already has an open chiller overhaul opportunity. A follow up visit turns up two more findings on the same site, so they add both to the existing opportunity from the Findings table rather than starting a new deal.
- A service manager reviewing the heating, ventilation, and air conditioning (HVAC) pipeline removes a finding that the property handled under warranty, and the opportunity value drops to match the work that is still for sale.
Commercial Construction
- A project developer holds one opportunity for a mechanical scope and adds the findings raised during pre construction walkthroughs as they come in, so the deal record grows with the scope.
- A representative preparing an owner meeting opens the opportunity and reads each finding's description and recommended solution without leaving ServiceTitan CRM, so the reasoning behind every line of the quote is in hand.
- An estimator splits a large electrical scope into two opportunities, one for the work the owner approved and one for the deferred phase, and each carries only the findings it quotes.
How to prepare
01
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have ServiceTitan CRM, Equipment Findings and any prerequisite configurations enabled. ServiceTitan CRM is currently in Private Preview and is not available for all companies.
02
Confirm your team is capturing findings in the field and that the ServiceTitan Field Mobile App is in use, so there are findings available to attach to a deal.
03
Note that findings attach to job opportunities and project opportunities only. Service agreement opportunities cannot hold estimates, so + Add Finding does not appear on them. Findings already linked to a service agreement opportunity stay visible so you can remove them.
04
Identify the deals where your team regularly quotes one visit as several scopes, and agree when to add findings to an existing opportunity and when to raise a new one.
05
Train sales representatives and office staff on the Findings table, including how to search the location for findings, what the confirmation prompt means when a finding is removed from an opportunity and its estimates, and that an opportunity raised this way shows a Findings Group source.
06
Bookmark any Knowledge Base articles or Academy videos for team training.