New Hire Videos?

[AllenP1]

We are looking to onboard a new CSR.  I would like to know if there is a video that we can show them on how the system works and what they will be looking at when they start?  Or better yet a "test" for someone who claims to be experienced or fluent in the system.  Has anyone come across this? Or is this too much?

[MirandaMel · Accepted solution]

An admin will need to log into the academy and then select the admin view.  From there you can select the staff member and deselect certain courses.

"To bypass Training Mode, the TitanAdvisor Admin can select the checkbox next to the employee who needs access to ServiceTitan, then click Actions." <-- that is from ServiceTitan, hopefully that helps!!

[AshleyB]

If you explore the academy, you'll discover a recorded CSR workshop that, while somewhat dated, still offers a solid foundation. To access it, simply use the Academy search feature and enter "recorded." You can also facilitate learning by allowing new team members to shadow and listen in on calls with your current CSRs, and they can sch the job in the practice environment until they get the hang of things

[MirandaMel · Accepted solution]

I just thought of another option if you have someone in the office who would do it.  You can create a screen record with voice on an ipad or iphone to do a walk through of some of your processes.  That way you could customize it for the way your company uses ST.

[AllenP1]

Thank you very much.  This was helpful. 

[MirandaMel]

Do you use Phones Pro?  There are some great videos in the academy and knowledge base articles to help with onboarding a new CSR.  Also, it would be great for them to listen to some of your other CSR calls to understand the booking flow.  There is also the practice environment which is perfect for a new CSR to play around in to get familiar with the system.

[AllenP1]

Is there a link you could send over?  The search I attempted did not have what I was looking for.  Also, what is Phones Pro?

[MirandaMel]

Phones Pro is a paid add on for ServiceTitan that uses Dialpad for answering and placing calls.  We love it, it allows outbound calls to be recorded and many other features.  Phones Pro is what has a bunch of training in the academy.  However, new staff now have a mandatory set of courses to complete in the academy before being able to access ST (unless an admin bypasses it).  That would definitely be a good place to start.

[michelle54]

How does an Admin by pass the required courses. Is there a way to edit which courses are required. There is 1 or 2 they require that we do not use that process, looking to remove or switch it out. 

[MirandaMel · Accepted solution]

An admin will need to log into the academy and then select the admin view.  From there you can select the staff member and deselect certain courses.

"To bypass Training Mode, the TitanAdvisor Admin can select the checkbox next to the employee who needs access to ServiceTitan, then click Actions." <-- that is from ServiceTitan, hopefully that helps!!