Overview
This guide provides step-by-step instructions for existing ServiceTitan customers to set up Enterprise Hub. Here we cover roles, users, and permissions for a smooth integration with Contact Center Pro.
Who uses this feature
Single-tenant Contact Center Pro administrators, including general managers, IT directors, or ServiceTitan administrators
Applies to all business types
Feature configuration
Contact Center Pro is currently in Private Preview and is subject to change.
Contact Center Pro requires an Enterprise Hub network.
Enterprise Hub: overview
Enterprise Hub was built for businesses using multiple ServiceTitan accounts requiring a single sign-on experience. Enterprise Hub is required to access Contact Center Pro, even if you have only one ServiceTitan account. It provides the single sign-on (SSO) needed to log into both Contact Center Pro and ServiceTitan.
Step 1: Set up your Enterprise Hub access
After you purchase Contact Center Pro, ServiceTitan creates an Enterprise Hub account for you. This is done before implementation begins.
As the point of contact and/or administrator, you may have already received an email from noreply@servicetitan.com inviting you to set up your new Enterprise Hub log-in.
Follow the link in the email to set up your Enterprise Hub account.
Sign in to Enterprise Hub using your new Enterprise Hub username and password.
You can immediately start using Enterprise Hub to log in by visiting go.servicetitan.com. You can also continue using your previous login method and entering your old username and password.
No matter the sign-in method, when you sign in, your permissions will be immediately updated to reflect your Enterprise Hub role permissions.
For sign-in issues, contact your Pro Account Manager.
After logging in, you can see the User Management and Contact Center Pro modules in Enterprise Hub. These modules are accessible based on the permissions assigned to you. For more, see Step 2: Manage roles.
Note: Enterprise Hub consists of multiple modules used by Enterprise customers. These modules are hidden from your account to reduce confusion.
Step 2: Manage roles
Roles are the primary method for controlling user permissions in both Enterprise Hub and across Tenants in ServiceTitan. With Contact Center Pro activated, you no longer have to configure permissions at the individual employee level. Instead, you now assign multiple roles to a user. To do this:
Create a role.
Associate the appropriate permissions with that role.
Assign roles to users. You can assign multiple roles to a single user.
The following sections walk you through this process.
Create new Enterprise Hub roles
To create a new role:
Access user roles by going to User Management > Roles.
Click Create New Role.
Follow the steps presented and enter the information requested.
For details, see the Create new roles section of the Manage user roles in ServiceTitan topic.
Caution: Enterprise Hub user roles are primarily designed for office employees, not technicians. Do not create roles for technicians or anyone in the office who will not use or configure Contact Center Pro.
Select permissions for a role
In Enterprise Hub, there are two types of permissions: Enterprise Hub level permissions and ServiceTitan level permissions.
Enterprise Hub permissions: Control what users can access in Enterprise Hub.
For Contact Center Pro, we recommend granting users the View My Tenants Enterprise Hub permission.
Contact Center Pro permissions: Your ServiceTitan onboarding specialist will help you configure Contact Center Pro permissions during implementation. For now, you can skip this step.
ServiceTitan permissions: Control what users can access and do when accessing any specific tenant.
Action Item: You need to configure these permissions for each role so that your users can continue to take actions in ServiceTitan.
Tip: We recommend reviewing your ServiceTitan roles and employee permissions and enabling the same set of permissions for each role you create in Enterprise Hub.
Step 3: Manage users
In Enterprise Hub, the User concept is made up of three key components:
Personal Information: Email, name, and phone number.
Roles: Determine a user's permissions in Enterprise Hub and across different tenants. A user can have multiple roles, with permissions from all roles applied. You can enable or disable roles for specific tenants.
Assigned Tenants: Define the ServiceTitan tenants a user can access. This includes managing users and handling calls. It's critical to assign the correct tenants to each user.
Enterprise Hub User Management allows you to control user access to Enterprise Hub and ServiceTitan tenants. Each Contact Center Pro user must also have a corresponding Enterprise Hub user account. Otherwise, they won't be able to access Contact Center Pro.
Create new Enterprise Hub users
Identify which users or roles in your organization require specific permissions, for example, call center agents. Since this step isn't done directly in ServiceTitan, it's best to use an external tool like a notepad, spreadsheet, or document to map out the roles.
Back in ServiceTitan, create multiple users by adding additional users.
Assign the appropriate roles and tenants. For details, see the Assign roles and Assign tenants steps in the Create users section.
Repeat these steps for every batch of users you want to create.
Reminders:
Always use the same email address listed in their current ServiceTitan employee profile. Otherwise, it creates a new user account for that employee. This will cause you to lose the continuity of your agent performance metrics.
Employees can continue using their existing logins until your Contact Center Pro go-live date. However, their new permissions will take effect immediately upon assignment. Double-check that you assigned the correct set of Roles and Tenants.
Step 4: Configure users for Contact Center Pro
Your ServiceTitan representative will guide you through the user configuration process during implementation. For more, see Set up new employee profiles in Contact Center Pro.
Troubleshooting
How do I reset a forgotten password for a tenant account in Enterprise Hub?
How can I resend the startup link to a user who needs access to Enterprise Hub?
FAQ
If a CSR has different emails for their ServiceTitan user across multiple accounts, how can I prevent creating new users?
Before creating a user in Enterprise Hub, make sure email addresses are up-to-date in ServiceTitan.
If you create an account using the wrong email address:
Check to see if the emails match between the tenant user and the Enterprise Hub user:
In ServiceTitan, go to Settings > People > Employees and update the tenant user’s email.
In Enterprise Hub, go to User Management > Users > Account Info and verify the Enterprise Hub user’s email.
If the emails don’t match, update the tenant user’s email in ServiceTitan to match the Enterprise Hub user’s email.
Unassign the tenant from the Enterprise Hub user:
In Enterprise Hub, go to User Management > Users.
Edit a user.
Click the Assigned Tenants tab and unassign the tenant from the incorrect Enterprise Hub user.
Reassign the tenant to the Enterprise Hub user.
In Enterprise Hub, go to User Management > Users.
Edit a user.
Click the Assigned Tenants tab and click Assign New Tenant. The user is now automatically mapped to Enterprise Hub.
When finished, make sure the emails match between the tenant user and the Enterprise Hub user. If the emails don’t match, repeat the steps above.
Can a CSR use a single email across multiple tenants, and do emails need to be unique? If so, how can we ensure that new users are not created when assigning them an Enterprise Hub account?
Yes, that's the recommended approach: Users should use a single email across multiple tenants, and emails must be unique. Use the email in Enterprise Hub to create an account, and it will automatically link to existing users or create a new one if necessary. For more, see Set up new employee profiles in Contact Center Pro.
What should I do if I enter the wrong email in Enterprise Hub? How can I fix it if it hasn't been accepted yet? And how can I correct it if it has already been accepted?
Please contact support to remove the incorrect email account and create a new one with the correct email address.
What should I do if an employee reports they can no longer access a feature they previously had access to?
The employee may have been assigned to a role without the necessary permissions. To check and fix this:
In Enterprise Hub, go to User Management > Roles.
Find and select the corresponding user's role.
Click the role and check their ServiceTitan permissions.
Additional resources
Contact your CSM, technical support, or Enterprise Hub help center