Essential System Settings

Question 1

If you create a an “unsold job” alert with the “HVAC Estimate” job type selected and “Replacement opportunity” tag selected, the alert will be sent if a job with either criteria goes unsold. True or False?

Answer 1

False

Question 2

Alerts can be added to notify members of the team when?
A. The email delivery of an invoice to a customer has failed.
B. a specific form has been completed online.
C. A customer has viewed an online estimate.
D. The technician has arrived at the job.

Answer 2

A. The email delivery of an invoice to a customer has failed.
B. a specific form has been completed online.
C. A customer has viewed an online estimate.

Question 3

When creating a form your techs will use to show customers the condition of equipment, which type of field can you add that will clearly show the condition using a green, yellow, or red indicator?
A. Pictures
B. Radio Buttons
C. Stoplight buttons
D. Smart Fields

Answer 3

Stoplight Buttons

Question 4

Custom Fields that you to Customer, Location and Job Records can all be used to filter search results in the search screen. True or False?

Answer 4

True

Question 5

If you make changes to the permissions associated with an employee or technician role you can update those previously assigned the role all at once instead of having to manually update their permissions. True or False?

Answer 5

True

Question 6

For customers to track a dispatched technician’s location in real time, access to the GPS on the tech’s mobile device must be activated. When you set this up in GPS settings, you can mark it to automatically activate GPS for newly created technicians moving forward. This option will activate GPS for existing technician devices as well. True or False?

Answer 6

False

Question 7

To automatically populate data on PDF form, you must include a smart field code in a fillable field on the form. True or False?

Answer 7

True

Question 8

Forms can be created that are marked as “technician” forms. These forms can be completed by techs in mobile outside of job process. True or false?

Answer 8

True

Question 9

When setting up a job type, adding a tag to it will cause that tag to automatically be added to the customer records when a job of that type is booked. True or false?

Answer 9

False

Question 10

Which two of the following are benefits of associating business units with job types?
A. Allows form triggers to be assigned based on the job type.
B. Creating the relationship between job type and business units help improve the accuracy of reporting.
C. When a job is being booked, selecting a job type will then limit the business unit drop down to only those associated with that job type.
D. It will control the appearance of the appointment bubble on the dispatch board

Answer 10

B. Creating the relationship between job type and business units help improve the accuracy of reporting.
C. When a job is being booked, selecting a job type will then limit the business unit drop down to only those associated with that job type.

Question 11

A zip code can be part of more than one zone. True or false?

Answer 11

False

Question 12

How often are you required to change your service titan password?
A. Every month
B. Every 365 days
C. You never have to change it
D. Your administrator decides this.

Answer 12

B. Every 365 days

Question 13

You can add HTML code into your email templates that will appear as clickable links when the email is received. True or False?

Answer 13

True

Question 14

Which of the following are examples of ways that alerts can be used?
A. to notify a member of the office team that an estimate has been sold and the job has a “Permit required” tag.
B. To alert the install coordinator that an installation job has been cancelled.
C. Notify a member of the office team that a Membership Sale Task has been added to an invoice.
D. to send an alert to a customer that their invoice is overdue and will incur a finance charge.

Answer 14

A. to notify a member of the office team that an estimate has been sold and the job has a “Permit required” tag.
B. To alert the install coordinator that an installation job has been cancelled.
C. Notify a member of the office team that a Membership Sale Task has been added to an invoice.

Question 15

Assigning a specific ______ to an office employee will limit them from seeing some jobs on the dispatch board.
A. Employee view
B. Business unit
C. Technician View
D. Role

Answer 15

B. Business unit

Question 16

Your company has a very large service area. To limit unnecessary travel time you’d like to limit jobs in one of the furthest areas to only a certain day of the week. Put the steps for using zones to do this in the proper order.
- Checkmark “Service Days Enabled”
- Save the Zone
- Create a new zone or edit an existing one
- Select the day or days of the week you want to perform work in that zone.
- Make sure the zone contains the zip codes in that area you want to limit work

Answer 16

1. Create a new zone or edit an existing one.
2. Make sure the zone contains the zip code in the area you want to limit work.
3. Checkmark “Service Days Enabled”
4. Select the day or days of the week you want to perform work in that zone.
5. Save the Zone

Question 17

Smart Fields can be used to automatically add information to both native and PDF forms. Which of the following cannot be automatically added using a smart field?
A. Job completion date
B. Customer Balance
C. Technician name
D. Customer name

Answer 17

A. Job completion date

Question 18

When setting up business units, the ______ field should be used for your internal identification of the business unit while the _____ field is external facing and is used in many “Auto fill” fields like those in customer notifications.
A. Official name, name
B. Division, name
C. Trade, official name
D. Name, official name

Answer 18

D. Name, official name

Question 19

One of the greatest strengths of ServiceTitan is the efficiency and consistency it can bring to your processes. What features can ensure that forms are consistently completed on jobs based on the conditions you set?
A. Limiting the number of fields you add to the form.
B. Make sure that the form is published.
C. Applying triggers to the form.
D. Making the form required.

Answer 19

C. Applying triggers to the form.

Question 20

When setting up a job type, what impact will selecting “No charge/unconvertible by default” have?
A. Job of that type will not negatively count towards a technicians conversion rate.
B. This option will automatically mark the job as a warranty job.
C. It will automatically generate a zero dollar invoice.

Answer 20

A. Job of that type will not negatively count towards a technicians conversion rate.

Question 21

When a dispatcher attempts to assign a job that has a required skill to a technician that does not have that skill, what will happen?
A. They will only see a list of technicians that do have the skill so this would not happen.
B. They will be warned that the tech does not have the appropriate skill but they will be able to assign it anyway.
C. An alert will be sent to the dispatch manager to warn them of the situation.
D. They will be warned about the skill gap and prevented from assigning the job.

Answer 21

B

Question 22

PDF Forms must be created outside of Service Titan and then imported during the form creation process. True or False?

Answer 22

True

Question 23

When a technician performs a coolant recharge, they need to track what type of refrigerant was used and how much (EPA 608 requirement). Which of the following would help ensure this important information is being captured.
A. Create a form with the needed fields and add a note to the job summary reminding the tech to complete the form.
B. Send an alert to the service manager whenever a tech is dispatched to a “no cool” job.
C. Create a form with the needed fields and set a trigger on the form that requires it to be completed when a “Recharge” task is added to an invoice.

Answer 23

C. Create a form with the needed fields and set a trigger on the form that requires it to be completed when a “Recharge” task is added to an invoice.

Question 24

A technician tells you that they are not able to access a form on the Mobile app. You’ve checked and the form has been published. What the other reasons they may not have access to the form?
A. Display on “Both office and technician sides” option is unchecked.
B. The technician did not download the pricebook after this form was published.
C. The form is related to a business unit other than the jobs BU
D. The “Assigned to Customer” option was not checked.

Answer 24

A. Display on “Both office and technician sides” option is unchecked.
B. The technician did not download the pricebook after this form was published.

Question 25

In your business you want to track how often your techs are “Closing the deal” by selling beyond the diagnostic fee. However, when you look at your tech’s opportunity closing rate for service jobs on the technician dashboard they’re all 100%! That sounds great, but probably isn’t right. What have you likely failed to do?
A. Properly assign to your technician to the service business unit.
B. Build a diagnostic fee service in your pricebook.
C. Set the sold threshold on your job types to a dollar more than the standard dispatch fee you charge for that type of job.
D. Set the dashboard to only look at completed jobs.

Answer 25

A. Properly assign to your technician to the service business unit.

Question 26

The colored dot that appears on an appointment on your dispatch board gives you a general idea of where that job is being performed. What setting controls the display of this indicator?
A. Job types
B. Zones
C. Campaigns
D. Technician Teams

Answer 26

B. Zones

Question 27

Email templates allow you to create clean, profession looking emails that put your brand in the best light with your customers. Which one of these is not a type of email template you can create?
A. PO email templates
B. Estimate email templates
C. Invoice email templates
D. AR Statement email templates
E. Form email templates

Answer 27

A. PO email templates

Question 28

Certain types of jobs you run require you to send a technician who has special training. Which two things must you do to ensure your CSR or Dispatcher is assigning the job to a qualified technician.
A. Associate skills with your technicians in their tech profiles
B. Make sure your CSRS and Dispatchers understand what is involved with type of job.
C. Create a tag on the job that tell what type of training is required.
D. Create a skill for the training required and associate it with the job type.

Answer 28

A. Associate skills with your technicians in their tech profiles
D. Create a skill for the training required and associate it with the job type.

Question 29

Your company has a lot of forms available to your techs. You can limit those that are displayed by default to a technician on their mobile device by doing which of the following?
A. Set all your forms to “Visible in office only” and send them to techs as they need them.
B. Select a business unit when building the form. The tech will only see the form when performing a job associated with that business unit unless they filter for all BU’s
C. Do not publish all your forms.

Answer 29

B. Select a business unit when building the form. The tech will only see the form when performing a job associated with that business unit unless they filter for all BU’s

Question 30

Which of the following is not a type of notification that can be sent to customers?
A. The technician has been dispatched to the job
B. A reminder that a job is upcoming
C. The technician has arrived at the job
D. A confirmation that a job has been booked.

Answer 30

C. The technician has arrived at the job

Question 31

An office user would like to view all submitted answers for a particular form across all customers. How can this be done?
A. Navigate to settings > Forms and export the submissions
B. From the search screen, search for the form using the form name and export the results to excel
C. This functionality is not possible, user will need to navigate to each from submission separately and view answers.

Answer 31

B. From the search screen, search for the form using the form name and export the results to excel

Question 32

A job that has a tag attached to it that is marked as a “conversion opportunity” will be considered converted by the technician if:
A: The tech sells beyond the diagnostic fee
B. They add that tag to the job when they are marking it as complete.
C. The job invoice contains an equipment, service, and material item that has that same tag in its conversion tag field.

Answer 32

C. The job invoice contains an equipment, service, and material item that has that same tag in its conversion tag field.

Question 33

Equipment of a certain age at a service location will be tagged as a conversion opportunity if each of the following are true:
A. A tag as a conversion opportunity is added to the equipment type associated with the equipment
B. The equipment type associated with the equipment has a replacement age set
C. The customer has been identified as a lead
D. The equipment at the location has reached replacement age.

Answer 33

A. A tag as a conversion opportunity is added to the equipment type associated with the equipment
B. The equipment type associated with the equipment has a replacement age set
D. The equipment at the location has reached replacement age.

Question 34

You have set up a “Canceled job” alert to be sent by SMS message to a number of office users. one member of the team is not receiving them. What troubleshooting may help you figure out why?
A. Make sure the employee is logged in
B. Check their employee profile to make sure it includes a mobile phone number.
C. Check the employee’s permissions to ensure that they have the “View Alerts” permission checked.
D. Check to make sure the employee is assigned to the proper business unit.

Answer 34

B. Check their employee profile to make sure it includes a mobile phone number.

Question 35

The appearance of the estimates and invoices can be customized based on the business units selected when a job is booked. Which attribute cannot be customized by the business unit.
A. The company name and logo
B. The phone number displayed and the “sent from” email
C. The methods of payment you accept
D. Authorization and acknowledgement paragraphs

Answer 35

C. The methods of payment you accept

Question 36

When building a tech profile, which will allow you to control how far back the tech can view previous jobs they’ve performed?
A. Appointment filter
B. Job history date filter
C. Tech View
D. Role

Answer 36

B. Job history date filter

Question 37

You can begin creating a form, including adding triggers, but the form will not be available to your office or techs until it is:
A. Email to you to proofread
B. Completed for the first time
C. Saved
D. Published

Answer 37

D. Published

Question 38

Forms are all related to jobs and can only be completed by techs on their mobile devices. True or False?

Answer 38

False

Question 39

If there is important information about a service location that you always want a technician to be aware of, such as a dangerous dog or the need for a gate code, you can add a tag with that information to the location. Any job you create for that location will automatically have that tag applied to it as well. True or False?

Answer 39

True

Question 40

In order for marketing campaigns to be automatically selected in the call booking process, you must have phone integration set up in service titan. True or false?

Answer 40

True