Overview
You went live with ServiceTitan Max. The setup is in place, the team is trained, and live customer work is flowing through the platform. The next 30 days are about confirming that the workflows you configured are actually being used the way you designed them, that the AI-driven capabilities have enough real data to start producing value, and that you have surfaced the first round of adjustments before they harden into bad habits.
This checklist is the shared completion gate you and your team use during the first 30 days after Go-Live. It is organized in two phases — Adoption monitoring, covering the daily and weekly checks that confirm each workflow is being used correctly, and Day 30 optimization actions, covering the first round of tuning and the readiness check for the next phase of your Max journey. Work through both phases in order.
Who uses this checklist
Admins and Office Managers (primary owner of adoption monitoring)
Managers and Owners (sign off on Day 30 optimization readiness)
Applies to all ServiceTitan Max customers
Applies to all trades and business types
How to use this checklist
Work through Phase 1: Adoption monitoring during the first three weeks after Go-Live. Each item is a check on whether a workflow is being adopted, not a re-configuration of setup.
Items marked Required must be complete before you move into Day 30 optimization. Items marked Optional add visibility or refinement but do not block the Day 30 review.
Items marked Dependency must be complete before the next item in the same section can be acted on.
Coordinate with your Customer Success Manager (CSM), , and Onboarding team — many optimization actions (Dispatch Pro Auto Mode, Adaptive Capacity tuning, Outbound Virtual Agents campaign expansion) benefit from a joint review.
When every Required item is checked, you are ready for Day 30 optimization actions and, soon after, the 90-Day ROI Review Template and Benchmark Guide.
Phase 1: Adoption monitoring
Phase 1 covers the daily and weekly checks you run during the first three weeks after Go-Live to confirm each workflow is being used the way you set it up. The point is not to re-configure anything yet — the point is to surface gaps in usage, training, or data quality early, before they distort the optimization decisions you will make at Day 30.
Daily Go-Live triage (Week 1)
The first week is the highest-risk period. Run these checks every business day during Week 1, then taper to weekly checks in Week 2.
☐ Required. Manager / Owner reviews the daily Max check-in: today's bookings, today's calls answered vs. abandoned, today's revenue, today's completed jobs. See Your Daily Max Check-In: The Key Metrics That Tell You How Today Is Going.
☐ Required. Admin / Office Manager reviews the team huddle notes from the prior day and confirms each surfaced issue has either been resolved or assigned to an owner.
☐ Required. Day-of triage list (defined in the Pre-Go-Live plan) executed each morning: each role checks their assigned dashboard, blocking issues are escalated to the documented escalation owner, and the CSM is contacted for any rollback-grade issue.
☐ Required. Open support tickets reviewed daily. Pattern issues (same complaint from multiple users, same workflow breaking repeatedly) are flagged for the Day 30 optimization review.
☐ Recommended. End-of-day team huddle continued through Week 1 to capture friction in the field before it is forgotten.
Inbound demand and CSR adoption (Contact Center Pro)
☐ Required. Contact Center Pro is the active phone system for every CSR. Confirm no CSR is still routing calls through any pre-Go-Live workaround.
☐ Required. Call volume reviewed daily in Week 1 and weekly thereafter. Confirm inbound calls are landing on the configured queues and not in a fallback state.
☐ Required. Abandoned call rate reviewed weekly. Investigate spikes that exceed your defined SLA threshold.
☐ Required. Second Chance Leads queue worked daily. Confirm a CSR (or designated owner) is converting missed calls into booked jobs, not letting the queue stack up.
☐ Required. Caller history surfaces correctly on inbound calls. If any CSR reports missing customer context on inbound calls, log it for the Day 30 review.
☐ Required. Voice Agent (if active for after-hours or overflow) call logs reviewed weekly. Confirm bookings made by the Voice Agent appear on the dispatch board with correct attribution.
☐ Recommended. Whisper coaching used by a supervisor on at least one live call per CSR during Week 2 or Week 3.
☐ Recommended. Call recording samples reviewed weekly for quality assurance, consent compliance, and coaching opportunities.
For Contact Center Pro CSR workflow guidance, see Answering Inbound Calls in Contact Center Pro: Your New CSR Experience.
Demand capture and online booking (Scheduling Pro)
☐ Required. Online Scheduler booking volume reviewed weekly. Compare to the baseline you set during Phase 2 of the Pre-Go-Live checklist.
☐ Required. Online Scheduler bookings flow through to the dispatch board without manual rework. Investigate any booking that required a CSR to fix it.
☐ Required. Reserve with Google bookings (if Reserve with Google is active) reviewed weekly. Confirm bookings are attributed correctly to the Google source.
☐ Required. Abandoned booking sessions reviewed at least once during the first 30 days to identify drop-off points in the booking flow.
☐ Recommended. Customer-facing media uploads (if enabled) reviewed for usefulness — confirm techs are actually using the photos when they arrive on site.
☐ Recommended. Booking question responses reviewed for completeness. Adjust questions at the Day 30 review if customers are skipping fields the CSR or technician needs.
Adaptive Capacity adoption
Adaptive Capacity underpins both Smart Dispatching and the times the Voice Agent quotes to inbound leads. Confirm the times it is offering match the times your business actually has.
☐ Required. Capacity utilization reviewed weekly. Confirm Adaptive Capacity is reflecting actual technician availability, not stale shift data.
☐ Required. Escalations from Outbound Virtual Agents flagged as Escalated (Availability) — meaning the AI could not find capacity — reviewed weekly. A pattern of these signals an Adaptive Capacity gap, not an AI failure.
☐ Required. Strategic Rules (if configured) reviewed at the end of Week 2 to confirm they are operating as intended. Adjust at the Day 30 review, not before.
☐ Recommended. Dispatcher feedback collected on whether the times offered to inbound callers match what dispatch can actually staff.
Dispatching
Dispatch Pro is intentionally running in manual or assist mode for the first 30 days. The point of this phase is to validate recommendations and let the AI learn from how your dispatchers respond.
☐ Required. Dispatcher reviews Dispatch Pro recommendations every day. Each day's recommendations are either accepted, overridden, or escalated — never ignored without a reason.
☐ Required. Override patterns logged weekly. If a dispatcher is consistently overriding the same type of recommendation (for example, always reassigning emergency calls away from a specific tech), capture the pattern for the Day 30 settings review.
☐ Required. Goal weight performance (drive time vs. average ticket vs. balanced) reviewed weekly. Confirm the goal you configured at Go-Live is producing the outcomes you expected.
☐ Required. Technician skill mapping and home/shop addresses verified for accuracy. Any discrepancies surfaced during dispatch are fixed immediately so they do not skew the AI's learning.
☐ Recommended. Dispatch Pro alert review introduced in Week 2 once enough live data exists. Investigate any alert that surfaces repeatedly.
Note: At launch, Dispatch Pro will be set to Assist Mode. By day 30, manual overrides should be less common, and Dispatch Pro should be set to Auto mode. If overrides are high, continue working in Assist before turning on Auto.
Field execution and mobile (Field Pro, Field Mobile App, Atlas)
☐ Required. Technician adoption of the ServiceTitan Field Mobile App confirmed daily in Week 1. Every technician is logged in, syncing, and completing jobs on the app — not on paper or another device.
☐ Required. Field Pro recording volume reviewed weekly. Confirm recordings are uploading from technician devices and appearing in the Field Pro dashboard within the expected timeframe.
☐ Required. Two-party consent compliance spot-checked weekly in applicable states. Confirm technicians are using the recording consent disclosure on every job.
☐ Required. Pre-job briefs reviewed weekly. Confirm technicians are opening them before arrival, not after the fact.
☐ Required. Manager / Owner reviews at least three Field Pro recordings per week for coaching opportunities during the first 30 days.
☐ Recommended. Atlas adoption (if enabled) reviewed in Week 2 and Week 3 for supported trades. Confirm technicians are using Atlas queries on real jobs, not just in training scenarios.
☐ Recommended. Trade-specific diagnostic tool usage (Airflow Calculator, SubCool/SuperHeat, Duct Sizing) tracked if applicable. Low or no usage signals a need for reinforcement training rather than a settings change.
Dynamic Pricing and Estimates (Pricebook Pro)
☐ Required. Technicians are building estimates using Dynamic Pricing in the Field Mobile App, not adding line items manually. Spot-check this in Week 1 by reviewing a sample of recent estimates.
☐ Required. Proposal templates with Good-Better-Best options are being presented on jobs. Confirm tiered options appear in customer-facing presentations.
☐ Required. Average ticket reviewed weekly. Compare against your pre-Go-Live baseline. Significant deviations should be investigated for either a pricebook gap or a behavior gap.
☐ Required. Member vs. non-member pricing is calculating correctly on estimates for jobs where memberships apply.
☐ Required. Estimates that bypass templates (manual line entry) reviewed weekly. A high rate signals either a missing template or a training gap.
☐ Recommended. Smart Recommendations (if enabled) acceptance rate tracked. Low acceptance may mean recommendations need refinement or technicians need additional training on when to use them.
☐ Recommended. Explainer PDFs (if enabled) usage reviewed. Confirm technicians are pulling them up during customer conversations.
For Pricebook Pro post-Go-Live adjustments, see Pricebook Pro Optimization Guide: Adjusting Pricing Rules Post Go-Live in ServiceTitan Max.
Marketing campaigns and demand generation (Marketing)
☐ Required. First automated campaign (typically Unsold Estimates) is sending. Confirm sends are landing, not bouncing at the email gateway, by reviewing delivery rates weekly.
☐ Required. Revenue Attribution data is accumulating in the Marketing dashboard. Confirm attribution is firing on booked jobs that came from campaigns.
☐ Required. Sender domain reputation reviewed at the end of Week 2. Investigate any drop in deliverability.
☐ Required. Unsubscribe rate reviewed weekly. A spike usually signals an audience or messaging issue.
☐ Recommended. Direct mail campaigns (if active) reviewed for production status — vendor is printing and mailing on schedule.
☐ Recommended. Reputation management integrations confirmed connected. Reviews from Google, Yelp, and Facebook are pulling into the dashboard.
☐ Recommended. Marketing Ads (if active) attribution reviewed at end of Week 3 once 30 days of data is approaching.
Speed to Lead and Outbound Virtual Agents (if in scope)
☐ Required. Outbound Virtual Agents Interactions page triaged daily by the assigned CSR or queue owner. Confirm Escalated and High Activity interactions are being worked, not ignored.
☐ Required. Speed to Lead booking rate reviewed weekly. Confirm bookings made by the AI agent are landing in the dispatch board with correct lead source attribution.
☐ Required. Escalation reasons reviewed weekly (Negative Sentiment, Availability, Skill/Handling, Customer Requested). A pattern in escalation reasons points to the right Day 30 action — Availability escalations point to Adaptive Capacity, Skill escalations point to Voice Agent configuration in Contact Center Pro.
☐ Required. Takeover usage reviewed weekly. Confirm CSRs are taking over conversations where appropriate, and are not restarting automated outreach for leads they took over.
☐ Recommended. Voice Agent and SMS Agent transcripts spot-checked weekly for tone, accuracy, and handoff quality.
☐ Recommended. Outbound Virtual Agents campaign performance reviewed at end of Week 3 to identify candidates for expansion at Day 30.
For Speed to Lead CSR workflow guidance, see Speed to Lead: CSR Workflow and Best Practices in ServiceTitan Max.
Fleet Pro (if launched at Go-Live)
Fleet Pro is an optional add on for ServiceTitan Max. If selected to add on, it is most often launched during the Optimization phase. The items below apply only if Fleet Pro was in scope for your Go-Live.
☐ Required if Fleet Pro launched at Go-Live. All vehicles tracked are appearing on the Live Map with current location.
☐ Required if Fleet Pro launched at Go-Live. Driver assignments confirmed correct. The technician assigned to a vehicle in ServiceTitan matches the driver shown in Fleet Pro.
☐ Required if Fleet Pro launched at Go-Live. Geofencing alerts (if configured) reviewed weekly. False positives investigated and adjusted at the Day 30 review.
☐ Required if Fleet Pro launched at Go-Live. Driver scorecard data accumulating. Confirm events (speeding, hard braking, idle time) are recording.
☐ Recommended. AI dashcam footage reviewed weekly for any flagged events.
☐ Recommended. GPS Timesheet Integration (if active) audited weekly. Confirm timesheet entries match payroll expectations.
☐ Recommended. Fleet Pro fuel and maintenance cost data reviewed at end of Week 3 to surface any vehicles needing attention.
Reporting and accounting adoption
☐ Required. Invoices generated by Max workflows are posting to the correct GL accounts. Spot-check daily in Week 1, weekly thereafter.
☐ Required. Membership signups (if memberships are part of your sales model) are being recorded against the correct membership type.
☐ Required. Day-of, weekly, and month-over-month dashboards reviewed by the role responsible — Admins for operations, Managers for performance.
☐ Required. Manager / Owner has run the Your Daily Max Check-In metrics at least once per day during Week 1, then at least three times per week through Weeks 2 and 3.
☐ Recommended. Cross-product performance views reviewed at end of Week 3 to prepare for Day 30 optimization decisions.
Team adoption and training reinforcement
The training your team completed before Go-Live covered the workflows. The first 30 days are where you find out which parts stuck and which need reinforcement.
☐ Required. Each role's primary workflow checked weekly: CSRs are using Contact Center Pro and the Interactions page; Dispatchers are using Dispatch Pro recommendations; Technicians are using the Field Mobile App with Field Pro recording; Marketing Manager is monitoring campaign performance.
☐ Required. New questions and friction points captured from each role and added to a running list for the Day 30 review.
☐ Required. Any role-specific training that did not "stick" — for example, CSRs unsure how to take over a Speed to Lead conversation — is re-delivered as targeted refresher training within the first 30 days, not deferred.
☐ Recommended. Peer coaching pairs set up by Week 3 — strong adopters paired with team members still ramping.
☐ Recommended. New-hire onboarding plan reviewed for any staff hired during the first 30 days. See New Hire Onboarding Guide for ServiceTitan Max.
Phase 2: Day 30 optimization actions
Phase 2 is the structured review at the end of the first 30 days. By this point, you have enough live data and enough usage signal to make informed decisions about the first round of tuning. Do not begin Phase 2 until every Required item in Phase 1 is complete and you have at least 30 days of operational data.
Day 30 review meeting
☐ Required. Day 30 review meeting scheduled with the Admin / Office Manager, Manager / Owner, and CSM. Allow at least 90 minutes.
☐ Required. Adoption monitoring findings from Phase 1 compiled into a single review document. Include patterns, friction points, and any open issues.
☐ Required. Each Pro Product reviewed against the original Go-Live expectations. For each one, decide whether the workflow is working as designed, needs tuning, or needs deeper investigation.
☐ Required. Optimization actions selected from the sections below and assigned to owners with target completion dates.
Adaptive Capacity tuning
Adaptive Capacity becomes more accurate as 30+ days of live data accumulates. The Day 30 review is the first scheduled tuning checkpoint.
☐ Required. Adaptive Capacity capacity utilization and conversion data reviewed. Identify time slots that are consistently over- or under-utilized.
☐ Required. Strategic Rules reviewed and adjusted to reflect what 30 days of live data shows. See Optimize Adaptive Capacity: Configure Strategic Rules.
☐ Required. Capacity gaps that surfaced as Outbound Virtual Agents Escalated (Availability) interactions during Phase 1 are addressed — either by adjusting shifts, adjusting Strategic Rules, or both.
☐ Recommended. Basic and Capacity Settings reviewed and refined based on 30 days of live data. See Optimizing Adaptive Capacity After Go-Live in ServiceTitan Max.
Dispatch Pro Auto Mode readiness
The 30-day mark is when most teams have enough confidence in Dispatch Pro recommendations to start moving from manual or assist mode into Auto Mode. Auto Mode is rolled out by business unit, not all at once.
☐ Required. Dispatcher override patterns from Phase 1 reviewed. Confirm overrides are trending down — a key signal that the AI is learning from your team's corrections.
☐ Required. Business unit goal weights reviewed against actual outcomes. Adjust if a business unit's results are not matching the configured priority (drive time, average ticket, or balanced).
☐ Required. Decision made for each business unit: continue in manual or assist mode, or enable Auto Mode.
☐ Required. For any business unit moving to Auto Mode, the dispatcher team is briefed on what changes, how to monitor it, and what triggers a rollback. See Dispatch Pro Auto Mode: When and How to Enable Automatic Dispatching and Dispatch Pro Auto Mode Setup and Management Guide in ServiceTitan Max.
☐ Required. Rollback plan documented for any business unit moving to Auto Mode, in case a dispatch issue surfaces post-enable.
☐ Recommended. Maximum drive time rules reviewed per business unit and adjusted based on live data.
☐ Recommended. Dispatcher task board rules refined based on 30 days of usage.
Marketing Pro performance review
By Day 30, your first campaign has enough send and attribution data to start producing meaningful insight. The campaign you launched at Go-Live is rarely the campaign you optimize to — Day 30 is the first scheduled rebuild point.
☐ Required. First campaign performance reviewed: send rate, open rate, click rate, attributed revenue. Compare against the benchmarks in the Build your first automated campaign in ServiceTitan Max article.
☐ Required. Marketing Pro Dashboard reviewed week-over-week to confirm trend direction. See Your Marketing Pro Dashboard: Reviewing Campaign Performance Week-Over-Week.
☐ Required. Audience segments reviewed for health and size. Identify segments that warrant a dedicated campaign.
☐ Required. Decision made on the second campaign — what audience, what trigger, what cadence — and a build target date set.
☐ Recommended. Reputation Management performance reviewed if review platform integrations are connected.
☐ Recommended. Marketing Pro Ads (if active) performance reviewed once approaching 30 days of attribution data.
☐ Recommended. Direct mail campaign performance reviewed if Direct Mail is active.
For the next phase of campaign work, see Advanced Campaign Playbook: Templates and Best Practices in ServiceTitan Max.
Field Pro coaching cadence
Field Pro recordings only produce coaching value if managers actually use them. Day 30 is when the coaching cadence shifts from "starting to listen" to "scheduled coaching conversations."
☐ Required. Manager / Owner has reviewed enough recordings to identify coaching patterns at the team level, not just per individual.
☐ Required. Coaching framework selected: which scorecard criteria to coach against, how often, and which recordings to use as positive examples. See Using Field Pro Recordings for Sales Coaching.
☐ Required. First scheduled coaching conversation completed with each technician using a Field Pro recording.
☐ Required. Custom scorecard criteria reviewed and adjusted based on what 30 days of recordings show matters.
☐ Recommended. Top-performer clips selected and added to the peer coaching library.
☐ Recommended. Atlas usage (if enabled) reviewed for technician adoption rate. Reinforce training where adoption is lagging.
For deeper Field Pro guidance, see Review Field Pro performance and recordings in ServiceTitan Max.
Pricebook Pro performance review
☐ Required. Average ticket reviewed against pre-Go-Live baseline. Investigate any meaningful deviation.
☐ Required. Smart Recommendations acceptance rate reviewed (if enabled). Adjust which items have Smart Recommendations turned on based on what is and is not being accepted.
☐ Required. Dynamic Pricing rules reviewed against Regional Pricing Average benchmarks. Adjust pricing where the market signal is clear.
☐ Required. Estimates bypassing templates reviewed. If the rate is high, either add the missing templates or run targeted refresher training.
☐ Recommended. Materials linked to services reviewed for completeness — services without linked materials cannot use Dynamic Pricing.
☐ Recommended. Customer-facing item images reviewed for coverage. Add images for any high-volume services missing visuals.
For the full optimization walkthrough, see Pricebook Pro Optimization Guide: Adjusting Pricing Rules Post Go-Live in ServiceTitan Max.
Contact Center Pro and Voice Agent tuning
☐ Required. Call queue SLAs reviewed against actual performance. Adjust thresholds based on 30 days of live data.
☐ Required. Abandoned call rate reviewed. If above your target, identify the root cause: queue staffing, IVR design, hold time, or CSR availability.
☐ Required. Voice Agent (if active) escalation reasons reviewed. Patterns in escalations point to specific configuration adjustments — persona refinements, transcript updates, additional supported job types, or escalation rule tuning.
☐ Required. Second Chance Leads conversion rate reviewed. Confirm the queue owner is closing leads, not just touching them.
☐ Recommended. Call flow and IVR rules adjusted based on caller behavior observed during Phase 1.
☐ Recommended. Custom knowledge base for the Voice Agent expanded based on common caller questions surfaced during Phase 1.
For Voice Agent tuning, see Voice Agent Configuration and Management Guide.
Outbound Virtual Agents campaign expansion
☐ Required. Speed to Lead performance reviewed: response rate, booking rate, and lead source attribution accuracy.
☐ Required. Decision made on whether to expand Outbound Virtual Agents campaigns to additional lead sources, additional goals beyond Speed to Lead, or both.
☐ Required. Escalation triage process refined based on what 30 days of CSR takeover activity has shown. Update CSR workflow documentation if needed.
☐ Recommended. Adaptive Capacity reviewed again specifically through the lens of Outbound Virtual Agents — Speed to Lead only books into capacity that exists, so any expansion needs the capacity to back it.
Reporting baseline and 90-Day ROI readiness
☐ Required. 30-day report set pulled and reviewed by Admin / Office Manager and Manager / Owner. Confirm the reports each role uses weekly are producing the data they need.
☐ Required. Baseline metrics captured for the 90-day ROI review: booking rate, average ticket, conversion rate, revenue attribution, dispatch efficiency, and any KPIs your CSM identified as priority. These become the comparison point for the 90-Day ROI Review.
☐ Required. Cross-product performance dashboard reviewed for the first time. See Cross-Product Performance Dashboard: Your Weekly Management View.
☐ Required. Issues from Phase 1 that did not get resolved at the Day 30 review are documented with owners and target resolution dates so they do not carry into the 90-day window.
☐ Recommended. Scorecards customized based on what the first 30 days revealed. See ServiceTitan Max Scorecards: Tracking Team and Business Performance.
Documentation and process updates
☐ Required. Day 30 review findings documented and shared with the team.
☐ Required. Any workflow changes made during the Day 30 review (Auto Mode enablement, Strategic Rule changes, new campaign builds, scorecard changes) are documented in your internal process notes so new hires inherit the live state, not the Go-Live state.
☐ Required. Next-hire onboarding plan updated to reflect 30 days of lessons learned. See Onboarding New Team Members to ServiceTitan Max.
☐ Recommended. Customer-facing communications updated if booking flow, hours, or service offerings have changed.
Sign-off and transition to 90-day phase
☐ Required. Admin / Office Manager has reviewed every Required item in Phase 1 and Phase 2 and confirmed completion.
☐ Required. Manager / Owner has reviewed the Day 30 findings and approved the optimization actions.
☐ Required. Confirmation sent to CSM that the team has completed the 30-day review after hypercare and is ready for the 90-day phase.
Tip: Save a copy of this checklist with your Day 30 sign-off date as part of your Max operational record. You will reference it during the 90-day ROI review.
What to expect after Day 30
The first 30 days are the noisiest period of any Max implementation. By Day 30, the data starts to settle, the team has built muscle memory, and the AI-driven capabilities have enough signal to start producing real value. Between Day 30 and Day 90, expect Dispatch Pro recommendations to sharpen further as Auto Mode adoption expands, Marketing Pro attribution to mature into a reliable revenue signal, Field Pro recordings to anchor a coaching rhythm, and Pricebook Pro Smart Recommendations to start influencing average ticket in measurable ways.
Within 60 days after Day 30, transition to the 90-Day ROI Review Template and Benchmark Guide to measure your Max investment against industry benchmarks and the baseline you captured at Day 30.