AHennager
Contributor II

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Documents... P
aperwork... Forms... 

Whatever you call it — it's common practice to provide customers with written information in day-to-day operations. Perhaps it's when certain services are performed, or maybe it's when specific equipment is sold. 

For example, in the Water Treatment Industry, this may include equipment warranty information, product brochures, data sheets, water test results, home inspection results, waivers, and more.

Most organization might expect their technicians to actively provide these forms and documents to customers when needed. Or maybe you have someone in the office you rely on to get this done throughout the day.

Regardless, did you know you can automate these efforts within ServiceTitan?

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Forms


Forms are used to collect information about a job, a customer, a location a piece of equipment or anything else that relates to your business. They can be used by technicians or office employees. For example, you can have a technician fill out a form to collect the age and condition of equipment while at a job site. An office employee could fill out a similar form while on a call with a customer.

There are two kinds of forms:

  • ServiceTitan Forms — ServiceTitan Forms are designed directly in ServiceTitan using a variety of headers, paragraph text, and form fields.

  • PDFs — PDF forms are designed outside of ServiceTitan using software like Adobe Acrobat and then uploaded to ServiceTitan.

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Auto-Email Forms Upon Job Completion

When creating a form in ServiceTitan, you're presented with various options. One of those options is:

"If filled, email to customer automatically upon job completion"

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Check-marking this form option will ensure the form is automatically emailed to your customer once the job has been completed.

When it comes to native ServiceTitan forms, this option is pretty straightforward. When the form is accessed and filled, the form will be automatically emailed to the customer once the job is completed.

But what about PDF forms, such as manufacturer equipment warranty information, product brochures or data sheets? These forms may not have open text fields to fill, so how do PDF forms translate with this option?

In order to satisfy "If filled, email to customer automatically upon job completion" rule for non-fillable PDF forms when in Mobile, simply view the form and then tap the "X" icon in the upper left hand corner to exit the form's view. (This action will constitute "filling" + completing the PDF form)

OK — great! But how do I make sure my technicians access these forms when they need to?

This is where Form Triggers come into play...

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Form Triggers


Use Form Triggers to ensure that forms are filled out when needed. When a trigger condition is met, an alert to complete a form appears. For example, when a technician sells an RO System, the manufacturer's equipment warranty PDF form opens.

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Be sure the form you want to trigger is already added to the area of ServiceTitan you want to trigger from. For example, if you want a form to be triggered when arriving at a specific location that form must be added to locations in ServiceTitan. (This is the "Assigned To" option when creating forms)

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Trigger Forms When Events Occur

Creating form triggers will ensure the form pops up for Mobile users when specific events occur, such as when "Arrive" is tapped, if a particular Job Type is completed, or if individual equipment items are added to an invoice.

The first step in creating a form trigger is choosing the Trigger Assignment. The options presented when choosing an assignment will be controlled by the Assigned To option you were presented when originally creating the form. (Job, Call, Customer, Location, Equipment & Technician)

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Choosing "Job" as the form's "Assigned To" is most common and will provide you with plenty of options for Form Triggers, including when specific services or equipment are sold. 

Pro Tip: If you have forms tied to specific services or equipment for which you want sent to customers automatically whenever those line items are sold, choose "Job" as the "Trigger Assignment" and then search/add the service or equipment you want the trigger associated with in the "Service/Equipment" field. When complete, you'll see new "Event" selections appear that weren't available before, including: "When Item Added to Estimate" & "When Item Added to Invoice."

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Once you've configured the Form Trigger the way you want it, be sure to checkmark the Required option before clicking "Save" on the trigger. This will ensure that completing the form becomes a required action for your technicians. They will be forced to fill the form before completing the job.

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Additional Resources

Still need to learn more? Check out the resources on this topic below:

Academy:
Forms Basics

Knowledge Base:
Create a form in ServiceTitan
Form triggers
Use forms

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Still have questions about Forms & Triggers?
Reach out to your Customer Success Manager for more guidance! 🙂