Problem
Some outbound calls appear only on customer profiles. Others show up on both customer and location profiles. This happens even when the contact information is the same.
Solution
Ensure outbound calls appear on both customer and location profiles
1. Understand call linking in ServiceTitan
Calls link to different places based on CSR actions.
Actions determine where calls appear in the system.
2. Recognize calls that appear in both customer and location records
These calls link to a specific location.
CSRs take actions like booking a job or leaving a location note.
3. Identify calls that appear only in customer records
These calls don't link to a specific location.
CSRs interact only with the customer record.
This happens for general inquiries or new customer calls.
4. Learn how call linking works
Booking a job links the call to customer and job location
Leaving a customer note links the call only to the customer
Leaving a location note links the call to customer and location
5. Train CSRs on proper call linking
Associate calls with specific locations when applicable
This ensures consistent linking across profiles
6. Use location records for outbound calls
Call from the location record when possible
This links calls to both customer and location profiles
7. Review call history
Check customer and location profiles for call records
Understand which actions led to specific call placements