ServiceTitan Academy - FAQ for Academy Company Admin

What can a ServiceTitan Academy Company Admin do?

A ServiceTitan Academy Company Admin can assign courses to employees, track Academy progress, and run reports.

Administrators in ServiceTitan have admin access in Academy by default. To make a user an Academy Company Admin:

1. Go to the top toolbar and click Settings .

2. From the side menu, click People > Employees. The Employee screen opens.

3. Select the employee to whom you want to give permission, and then click Edit. 

4. On the Edit Employee screen that opens, click the Permissions tab.

5. In the General section, enable the Academy company admin permission. 

6. When finished, click Save.

How do I switch between Learner and Admin views?

As a ServiceTitan Academy Company Admin, when you login to Academy, you start in the Learner view. This is how you can access courses to take for yourself. To switch to the Admin view, click the Admin menu at the top of the screen. In the Admin view, you can run reports, assign courses, and view user activity.

Where can I find the courses I am enrolled in/assigned to?

You can find courses/learning plans you have been enrolled in/assigned to by clicking User menu at the top of the screen.

Then, click on My Courses and Learning Plans.

Alternatively, you can find courses that you're enrolled in on the Home Page under My Courses.

Where can I find the full course library?

The full course library, also known as the course catalog, can be found by clicking User menu at the top of the screen.

Then, click on Course Catalog.

Alternatively, you can find courses that you're enrolled in on the Home Page by clicking Course Catalog.

How do I onboard employees using ServiceTitan Academy?

Active ServiceTitan users are assigned to a Prepare to Launch curriculum based on their Company Position. Each curriculum includes the basic courses related to that position to get started with ServiceTitan.

If a user changes positions, they are assigned new curricula corresponding to the new position.

Direct your employees to ServiceTitan Academy to get started. When they sign in, their assigned curricula appear under My Courses and Learning Plans.

How do I assign courses to users?

In ServiceTitan Academy:

1. Click the Admin menu at the top of the screen.

2. From the menu, click Course management. 

3. Click the title of the course to open the course configuration page.

4. Click Manage enrollments. 

5. Select Enroll users. 

6. Select Learner for the Level.

7. (Optional) Assign a priority and validity period.

8. When finished, click Confirm.

Alternatively, you can assign courses through the Users screen:

1. In the Admin menu, click Users. 

2. Click Related sections. 

3. Select Enroll users. 

4. In the flyout, search and select the user and click Next.

5. Search and select the course(s) you want to enroll the user in and click Next.

6. Select Learner for the Level.

7. (Optional) Assign a priority and validity period.

8. When finished, click Confirm.

How do I assign learning plan(s) to users?

In ServiceTitan Academy:

1. Click the Admin menu at the top of the screen.

2. From the menu, click Learning plans. 

3. On the Learning Plan screen, search for the learning plan and click on its title.

4. From the individual learning plan, click Add.

5. In the dropdown, select Enroll users.

6. Select the user you would like to enroll in the learning plan from the fly-out.

7. (Optional) Assign a priority and validity period.

8. When finished, click Confirm.

How do I assign courses to multiple users?

In ServiceTitan Academy:

1. Select the check boxes next to each of the courses.

2. Click Choose Action and select Enroll users. 

3. Search and select the user(s) you want to enroll.

4. Select Learner for the Level.

5. (Optional) Assign a priority and validity period.

6. When finished, click Confirm.

Alternatively, you can assign courses through the Users screen:

1. In the Admin menu, click Users. 

2. Click Related sections. 

3. Select Enroll users. 

4. In the flyout, search and select all the users you want and click Next.

5. Search and select the course(s) you want to enroll the user(s) in and click Next.

6. Select Learner for the Level.

7. (Optional) Assign a priority and validity period.

8. When finished, click Confirm.

How do I view my employees' Academy progress?

You can easily view employee progress through the Insights Dashboard.

In ServiceTitan Academy:

1. Click the Admin menu at the top of the screen.

2. From the menu, select Insights. 

3. Under Featured Dashboards, click Course Enrollments & Completions to view your employees' course progress and completions.

You can also track your team's course progress by going to TitanAdvisor and selecting Training > View Team Training.

What if I need to update or edit my team's information?

Managing user information, like editing emails, deactivating users, adding a user, making a user an admin, or changing passwords, should all be done from your ServiceTitan account. Your changes are then synced either upon that employee's next login into Academy or through an overnight syncing process, whichever comes first.

My new employee completed a course before, but it's not showing as completed in their current account. How can I fix that?

In ServiceTitan Academy:

1. Click the Admin menu at the top of the screen.

2. Click Course Management. 

3. Select the course you want to update.

4. Navigate to the Enrollment tab.

5. Locate the user whose course status you want to change.

6. Edit the user's Enrollment Status and set it to Completed.        

   Note: If the user has not completed one or more training materials within the course, those items will still appear as incomplete even after the course status is marked as completed.

How long does it take for a new user to appear in Academy after I add them in ServiceTitan?

It takes up to 15 minutes after a new user is created in ServiceTitan before they appear in Academy.

I am not able to load any lessons/courses in Academy.

If you accessed the platform through Enterprise Hub, please login directly at go.servicetitan.com instead. At this time, Enterprise Hub is not fully compatible with the system.

If you're experiencing issues after logging in directly, please try clearing your browser cache and doing a hard refresh. If the issue persists, please reach out to our Support team.

I am not able to see courses/learning plans in a catalog that I know were there.

There could be a few reasons why a course or learning plan isn't available. It might have been deactivated due to its age. While that specific course is no longer available, we now offer short-form content with valuable insights through condensed videos on our On-Demand Videos page. Our team is also continually working on creating new content to meet your evolving learning needs, so be sure to check for these exciting updates!

If you need further assistance or would like help finding something specific, feel free to reach out to our Support team.

Why am I not able to see My Teams?

This could be due to you not being assigned to team members by an Academy Admin (someone at your company). You need to reach out to an Admin at your company and be assigned a team before a team is visible to you.

How do I Re-enroll and reassign users?

In ServiceTitan Academy:

1. Click the Admin menu at the top of the screen.

2. Click Course management. 

3. Search and select the course from the list.

4. In the course menu, go to Enrollment or Enrolled Users.

5. Search for the user.

6. If the user is still listed but marked as Completed or Suspended, click More   next to their name.

7. Click Archive enrollment and select Archive and re-enroll.

8. When finished, click Archive Enrollment.

If there are multiple users:

1. Select the boxes next to the users

2. Click Choose Action.

3. Click Archive enrollment and select Archive and re-enroll.

4. When finished, click Archive Enrollment. 

Can I create courses, groups, etc.?

At this time, you aren't able to create Courses, Groups, or other training content within the system. This functionality is currently limited and is not available for individual users.

I log into the Academy and when I come back later, I get logged out. Why is that?

For security reasons, the Academy automatically logs you out after about an hour of inactivity. If this happens, simply log back in to continue where you left off.

Where can I see the courses my team members are enrolled in?

You can see this in the Insights section in Settings.

In ServiceTitan Academy:

1. Click the Admin menu at the top of the screen.

2. From the menu, click Insights. 

3. Click the Course Enrollment & Completions dashboard.

You can also track your team's course progress by going to TitanAdvisor and selecting Training > View Team Training.

I'm finished with the course. How can I exit and return to the home page or my courses?

There are two options, depending on your destination:

• Use the breadcrumbs and click My Courses and Learning Plans to return to courses and learning plans you've enrolled in.

• Click the ServiceTitan Academy logo at the top of the screen to return to the home page.

How can I create a playlist, and how do I find the playlists I've made?

To create a playlist:

1. Find a course or learning plan you'd like to add and click More  .

2. Select Add to Playlist. If you already have another playlist, you are prompted to select an existing one.

3. In the Details section, create a Title, Description, Visibility, and choose a channel.

4. When finished, click Create Playlist.

After creating your playlist, you can access it by clicking User menu at the top of the screen and selecting My Channel.

Note: At this time, playlists are only visible to the user who created them.

My completion date for a course/learning plan is incorrect. Why is that?

The completion date you see reflects when your data was transferred to our new Academy platform as part of the migration process. Currently, we're unable to adjust the date.

What happened to all my courses/learning plans that I had made progress on?

As part of the migration process, we weren't able to transfer any in-progress data for your courses and learning plans.

Why does nothing show up when I click on Learning Evaluation in the admin menu?

Currently, Learning Evaluation in the admin menu may appear empty. This feature isn't configured yet. It will be accessible here once it's ready.