Follow up on service agreement visits

Overview

Use the Follow Ups screen to report on, schedule upcoming visits, and export a list of the visits.

Things to know

• If a visit is associated with a job, it can't be dismissed.

• Coming ST-80:

  On an agreement that uses Time of Service billing with Immediate revenue recognition, dismissing a visit generates an invoice. The dismissal can't be undone afterward.

• Coming ST-80:

  A job that is already linked to a service agreement as Pull-Through Work can't also fulfill a visit, so it isn't available when you attach a visit to an existing job. For more, see Attach service agreement visits to existing jobs and Link service agreements to jobs and estimates as pull-through work.

Open service agreement visits

1. Go to the navigation bar and click Follow Up .

2. In the side menu, click Service Agreement Visits. 

The Service Agreement Visits tab opens displaying a list of upcoming visits. 

Filter visits and book visits into jobs

Use the filters at the top to filter your visits. You can filter by:

• Customer: Search to find a customer or select the customer name from the list.

• Location: Search to find a location or select the location from the list.

• Business Unit: Select a Business Unit to filter visits. 

• Technician: Select the Preferred Technician on the service agreement from the list.

• Zip Codes: Enter zip codes for the visits.

• City Names: Enter city names for the visits.

• Zone: Select the zone for the visits.

• Account Manager: Select the Account Manager on the service agreement.

• Tags: Select one or more tags from the list.

• Dates: Use the calendar to select the start and end date of the visit window, or enter the dates in the Start and End Date fields. You can also select This Month and Next Month options.

• Job Types: Select the Job Type on the service agreement from the list.

In the Visits list you can:

• Click the Location Name to open the Location Record in a new tab.

• Click the Customer Name to open the Customer Record in a new tab.

• Click the Service Agreement Name to open the service agreement in a new tab.

• If the Visit Window is in the past, the job appears in red to indicate that action is required. Hover over the to view the reason.

• To schedule the visit, click Actions > Book a Job.

  Coming ST-80:

  To credit a visit to a job that already exists, click Actions > Attach to Existing Job, then select the job. Use this when the work was already completed on a job, instead of booking a duplicate job or dismissing the visit. For more, see Attach service agreement visits to existing jobs.

• To dismiss a visit, click Actions > Dismiss a Visit.

  Coming ST-80:

  On an agreement that uses Time of Service billing with Immediate revenue recognition, dismissing a visit generates an invoice.

• To bulk book visits into a job, select multiple visits and click Book Jobs. Fill out the information in the Book Jobs window and click Book. For more information on bulk booking service agreements, see Bulk Book Service Agreement visits. 

Edit columns in the visits table

Customize the visits table view by reordering, hiding, showing, locking, or unlocking columns.

1. On the Service Agreements screen, click Edit Columns.

   

2. From the drawer that opens, you can:        

   • Click Lock to keep a column fixed.

   • Click Hide to remove it from the table view.

     Coming ST-80:

     Note: Hidden columns can also be left out of your exports. For more, see Export service agreement visits.

   • Use to drag columns and rearrange their order.

3. When finished, click Apply.

   

   Tip: To remove applied filters, click Reset Defaults.

Use saved filter views

Note: Account configuration is required to use this feature. Please contact your customer success manager (CSM) or Technical Support for details.

Saved filter views let you save a combination of filters so you can quickly switch between the ways you most often review your agreements, without resetting your filters each time.

Create a saved filter view

1. Set the filters, columns, column order, and column sort you want to save.

2. Click the Saved Filters dropdown then select Save Current Filter.

   

3. Enter a Filter Name then click Add Saved Filter.

   

Edit or delete a saved filter view

1. Click the Saved Filters dropdown then click Edit Saved Filters.

2. Click Edit next to the view you want to change.

   

3. Update the saved filter as needed then click Update Filter, or click Delete Filter to remove it.

   

Export service agreement visits

Enhance scheduling and planning efficiencies by getting insights into upcoming and past service agreement visits by exporting the follow-up visit tab results.

Coming ST-80:

Note: Choosing which columns to include in your export is available only if saved filter views are enabled for your account. To request access, contact your customer success manager (CSM).

1. On the Service Agreement Visits screen, filter the visits and click Export. You can download the report in three different formats:

   • Excel (*.xlsx)

   • PDF (*.pdf)

   • Comma separated (*.csv) 
     

2. Coming ST-80:

   Select the format you want to export, then choose one of the following options:

   • Click Visible columns to include only the columns you can currently see in the table.
     Note: If you changed which columns are visible since you last saved a filter view, the export matches what you see now, not the saved view.

   • Click All columns to include every available column, including any you have hidden.
     
     Note: Your filters, sort order, and search only affect which visits appear in the export, not which columns.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Creating & Managing Service Agreements

• See Follow up on service agreements

• See Unable to edit a visit

• See What is the process for undismissing a dismissed service agreement visit?