Getting Started with Field Pro v2

Overview

Field Pro records the conversations your technicians have with customers, scores each one against the sales and service process you define, and turns those recordings into coaching your managers can act on the same day.

Field Pro v2 is built into ServiceTitan. Technicians record in the ServiceTitan Field app (ST Field) with their normal ServiceTitan sign-in. There's no separate recording app to install, no second password, no separate Field Pro dashboard to log into, and no integration to set up. Managers review and coach, and settings are managed, on the ServiceTitan desktop.

Not sure which version of Field Pro you're on? See Field Pro v2 Transition Guide: What Changes and What to Expect.

Before you start

Permissions. Field Pro v2 uses ServiceTitan permissions, not its own roles. Any technician with the View Field Pro permission can record and use Field Pro. Anyone with View Field Pro Settings and Edit Field Pro Settings can manage all Field Pro settings; this isn't limited to admins. Team access, set in Field Pro settings, controls whose recordings each person can see. The sections below are grouped by what you'll be doing: setting up, coaching, or recording.
The app. Everyone who records needs the ServiceTitan Field app (ST Field), updated to the latest version, and must sign in with the regular Sign In button, not Use Legacy Login. Technicians who stay on the older ServiceTitan Mobile App aren't recorded.
Your whole tenant moves together. Field Pro v2 is turned on for your whole ServiceTitan tenant at once. You can't keep some teams or locations on legacy Field Pro within the same tenant.
Availability. Field Pro v2 is available, and moving to it requires a migration. Contact your Pro Product Specialist to plan the timing and setup. See Field Pro v2 Transition Guide: What Changes and What to Expect.

What Field Pro does

Field Pro captures what actually happens on the Job, then makes it coachable.

For technicians, every recorded Appointment gets a summary, a transcript and a score against your company's process, plus coaching on what went well and what to work on. During the Call, the Mid-Call Check-In gives them a read on the situation, the objections raised and what to do next.

For managers, Manager Console replaces listening to calls at random. It suggests what to do next: give feedback on a call that scored well below normal, give praise on one that scored well above, check on a follow-up nobody has worked, review a Signal Watch, or build a coaching playlist when a technician has several low-scoring calls.

For the business, Field Pro reports scores against the numbers you already manage: close rate, average ticket, tech-generated leads and recording rate. On the Scorecards page you can put your score trend next to any one of them and see whether coaching is moving the outcome.

Set up Field Pro

Whoever manages Field Pro settings sets up users and teams, decides whose recordings each person can see, sets recording controls (whether technicians can cancel, stop or pause a recording), and builds recording profiles, scorecards and signals. Your Pro Product Specialist can help.

Where: Users, teams, team access, recording controls, recording profiles and signals are all on Settings > Field Pro > Settings. You reach it from the main ServiceTitan Settings menu, not the Field Pro section.

Coach your team

Managers, and anyone else who reviews calls, work the Manager Console, listen to recordings and comment on specific moments, set up Signal Watch for what the team is focused on, and use Scorecards and technician profiles to prepare one-on-ones.

Where: On the ServiceTitan desktop, in the Field Pro section:

Work suggested actions, the leaderboard and trends: Field Pro > Manager Console

Find and listen to a call, comment on it: Field Pro > Recordings
Read and reply to comments: Field Pro > Comments
Work a follow-up opportunity: Field Pro > Followups
See score trends and drill into a skill or a technician: Field Pro > Scorecards
Watch a signal: Field Pro > Signal Watch
Objections, recording health and usage, engagement: Field Pro > Reports

Record jobs and review your own work

Technicians arrive at the job, handle consent if your company requires it, and keep working while Field Pro records. Afterward they review their scores, comments and coaching in ST Field.

Where:

Record a job and get a Mid-Call Check-In: ST Field, automatically when you arrive.
See your Day in Review, Performance Summary, recordings, comments, Leaderboard and playlists: ST Field > View Field Pro.

Recording takes very little training. Once technicians are signed in to ST Field, recording starts as part of the job. Spend your training time on how your team reviews and coaches from recordings.

Coming from legacy Field Pro: what's renamed

If your team is coming from legacy Field Pro, this is the vocabulary that changed. The concepts underneath are mostly familiar.

Legacy Field Pro	Field Pro v2
Bookmarks and AI metrics	Signals. Unlike bookmarks in v1, you can edit signals and write your own. (Signals can be tagged "Bookmark" for quick reference in a recording.)
Conversation types	Recording profiles
Re-Engage (also called Rehash)	Followups. You'll still see Rehash as a follow-up type.
Halftime	Mid-Call Check-In
Ask Field Pro (formerly Ask SalesPro)	Ask Atlas, for managers on desktop and technicians in ST Field
Film Room (legacy web app)	Field Pro > Recordings
Insights	Field Pro > Scorecards, Reports

Two daily summaries keep separate names. Day in Review is the technician's end-of-day summary in ST Field. Manager Insights Emails are a daily email for managers about the teams they choose.

Everything else is largely unchanged (apart from the net new features), with small differences here and there.

Signals

Signals are the behaviors Field Pro listens for. A signal can be a discrete moment in the call (permission to enter, shoe covers, agenda set) or a skill (building rapport, objection handling, closing). Each signal has a name, a description, tags, a type and instructions that tell the AI what to look for. Signals come in a few types. The two you'll use most are Yes/No, which scores 0 or 100 (the same role a legacy bookmark played), and Grade Scale, which scores 0 to 100 on how well the behavior was done. See Signals in Field Pro v2: Types, Instructions, and Tuning.

In Field Pro v2, signals are yours to change. The built-in system signals are read-only, but you can copy one and edit the copy, or write your own.

You can also set a signal to be left out of the score when it doesn't apply to a call, instead of counting as zero.

Recording profiles

A recording profile tells Field Pro which signals to evaluate on a recording and how to score them. It holds your scorecard: your own categories, the signals in each, and a weight per category. Every account starts with one default profile, and that's all many companies need. If you want, you can also assign different profiles to specific teams or Job Types, for example so a technician who does both sales and service work is scored differently for each. Field Pro picks the profile automatically; technicians never choose one. See Recording Profiles and Scorecards in Field Pro v2.

Where legacy words still show up

Two legacy words still appear. Bookmark is a tag on some signals in Settings > Field Pro > Settings > Signals; moments from those signals show as jump points on a recording's Transcript tab. Rehash is a type of follow-up.