The equipment-based pull-through workflow connects technician findings to estimates, jobs, and service agreements (SAs) in a single screen. This workflow streamlines operations, helping you more reliably convert more job opportunities into revenue.
How to access the feature
This feature is currently in Private Preview and available for specific accounts. It is subject to change. If you want to enable this feature for your account, fill out the form.
Things to know
The equipment-based pull-through work captures and converts additional work found during service agreement visits into quoted and booked jobs.
Technicians can create findings from the field, which instantly appear on a central dashboard for review and action by office staff.
You can link findings, estimates, and jobs to specific equipment and service agreements to track all work and revenue from a customer.
To better inform renewal decisions, be sure to track the full profitability of service agreements by including all pull-through work.
Key workflows
Benefits
The equipment-based pull-through work workflow empowers your business to unlock new revenue streams and increase operational efficiency. This workflow helps you:
Capture technician observations effortlessly, without duplicate data entry
Prioritize and convert findings into quotes or booked jobs
Analyze service agreement profitability with greater accuracy and confidence
This workflow drives results by:
Increasing revenue through logging more equipment findings and following up on issues, leading to higher pull-through conversions and increased service agreement profitability.
Empowering technicians to log findings with ease.
Tracking findings accurately and efficiently.
Quoting faster through creating estimates from findings, even during a job.
Boosting conversion with a streamlined process for quoting and converting additional jobs.
Driving operational efficiency to streamline technician workflows, reduce administrative tasks, and improve data visibility between field and office teams.
Create structured findings
Findings are standalone, standardized entities captured quickly through the Field Mobile App or the office. This reduces friction, improves consistency, and automates processes.
Each finding includes:
Name: Clear, concise title
Description: Detailed issue summary
Solution or recommendation: Proposed fix or action
Urgency level: Prioritization of critical items
Internal notes: Information for your internal teams
Attachments: Photos or documents to support issues
Technicians can either submit findings immediately or proceed to create an estimate on the spot based on your business preferences. For more, see Create an equipment finding in the ServiceTitan Field Mobile App and Create a location finding in the ServiceTitan Field Mobile App.
For more see Manage equipment findings to create findings from the office.
Monitor findings in the dashboard
Access all findings in one place with the new Findings Dashboard under the Follow-ups tab. View statuses, take action, and stay on top of opportunities across locations and customers.
Key features:
Filters: Quickly find specific findings
Bulk actions: Update multiple findings at once
Direct actions: Create estimates, book jobs, or archive, all from the dashboard
Office users also receive email or SMS alerts for new findings, ensuring fast follow-up and improved conversion.
For more, see Use the Findings dashboard.
You can also create Findings Reports to analyze findings data across customers and locations, helping teams identify trends, uncover recurring issues, and make more informed business decisions. For more, see Findings report template.
Manage findings in the Equipment drawer
When a technician logs a finding, it's instantly available for the office team to review and act on. This streamlined, centralized workflow replaces manual steps with a system that improves visibility, decision-making, and revenue from existing customers.
Access equipment-linked findings
A new Findings tab in the Equipment drawer lets you view, create, and manage findings tied to specific equipment. Quickly see what's been flagged, resolved, or still needs action.
From this tab, you can:
Create an estimate directly from a finding.
Book a job based on a finding.
Add to an existing Job for better tracking.
Archive findings to keep your view clean.
For more on how to track findings, see Manage equipment findings.
Link service agreements for complete tracking
Close the loop by connecting findings, estimates, and jobs to service agreements for complete visibility into revenue impact and customer value.
Assign estimates to service agreements
You can link estimates to active service agreements, enabling full tracking of pull-through work. When you link a finding to a service agreement, the estimate will automatically be tied to the originating service agreement. If this link is missing, you can still manually attribute the estimate to an active service agreement. If you sell and complete the estimate, it's automatically attributed to the agreement as completed pull-through work.
Link jobs to service agreements
If a job is created from an estimate already linked to a service agreement or a finding, this association will be preserved. Alternatively, you can manually link to service agreements either during booking or by adding or modifying an existing service agreement association. This action marks the job as pull-through, as it is not a planned maintenance visit. This lets you:
Attribute scheduled or unscheduled jobs as pull-through.
Accurately report service agreement profitability.
Complete the finding > estimate > job > service agreement link workflow.
This feature is essential for account managers and service agreement managers, helping them correctly attribute pull-through work to a service agreement. This way, they can understand the full value and profitability of a service agreement by including non-planned work in their profitability reporting.
Track pull-through performance in service agreement reporting
Service agreement details include a pull-through section to help you track your pull-through job opportunities and jobs. It provides a clear view of:
Profitability of planned work from scheduled maintenance.
Profitability of pull-through work from extra jobs.
Overall service agreement performance, including all revenue and cost impact.
Review open quotes and equipment repairs regularly to stay ahead of renewals and drive more revenue.
Tip: Review open quotes and equipment repairs regularly to stay ahead of renewals and drive more revenue.
For more on how to view service agreement profitability and pull-through reporting, see Service Agreement Pull-Through Work.