Maximizing Your Resources: The Customer Resource Hub and Beyond

ServiceTitan resources and where to find them

“ServiceTitan has so many resources, and sometimes we just really don't know what’s available to us,” Baillio says. “What’s your go-to resource? When you stumble, where do you go instantly?”

Do you visit Knowledge Base? Facebook Masterminds? ServiceTitan Academy? TitanExchange? YouTube videos? Here’s a look at some of the most valuable resources contractors can use to get the most out of ServiceTitan and propel their businesses forward.

Global Search

If you have no idea where to start looking for what you’re trying to find, go to the Global Search bar at the top of your ServiceTitan Dashboard. This single search bar is accessible from anywhere in ServiceTitan and gives you the ability to search across multiple categories from one search box.

Help Center

If you’re stuck on a page and have a question, scroll over to the top right corner and click on the question mark. A popup box with the Help Center appears on the right side of the screen with helpful links to Knowledge Base, Academy, your specific cases, and support.

TitanAdvisor

To the right of the question mark is a rocket ship icon. Click here for TitanAdvisor, an automated best-practice guide that makes personalized recommendations for features your organization can implement to achieve your business goals. (More on TitanAdvisor below)

TitanExchange

To the right of the rocket ship, click on the gear icon for Settings and then start typing “TitanExchange” in the search bar.

“I feel like not a lot of people know about TitanExchange and that makes me so sad because it’s a huge resource!” Baillio says. “The way I like to think about TitanExchange is, this is a library. I have to go get my library card before I can go get the goods.”

Here, you’ll find networks you can subscribe to, such as: 

• ServiceTitan Residential Service Best Practices

• ServiceTitan Commercial Service Best Practices

• ServiceTitan Construction Service Best Practices

“Even if the network doesn’t relate to your business, still subscribe,” Baillio says. “You’re getting extra resources you can pull into your system to get creative with or add to, and you’re starting with a great foundation.”

Once you subscribe to a network, you can click on the library to get the goods, such as Forms, Tags, Reports, Dashboards, and more. If you see a Form you want to use in your business, click the checkbox and then the “Pull” button to add it to your system.

“Anytime you pull a form in, it automatically goes to a published status, so please unpublish that right away. You don't want to create any chaos for your team with this new form,” Baillio says, adding that you can also make adjustments to any of the Forms before republishing.

Forms found in these networks include: Happy Calls, Debriefs, Parts Ordering, 10 Steps to a Successful Service Call, and more.

If you haven’t learned how to customize your own Dashboards, check out the various pre-built options like: 

• Technician Performance

• Technician Sales

• Business Unit Performance

• Sales Coordinator Dashboard

• Residential Template

• Service Manager Dashboard

• Memberships

• Owners

• CSR Manager Dashboard

“TitanExchange is a good one. If you guys haven’t checked it out, definitely do so,” Baillio says.

Marketplace

To the right of the Settings icon, you can click on your profile to view a drop-down menu that takes you to the ServiceTitan Marketplace.

“This is a great opportunity for you to find extra support and help, and find the best partners to grow your business,” Baillio says.

Marketplace is your one-stop shop to connect with valuable products and services that enhance your ServiceTitan experience, such as:

• Partners (ServiceTitan-approved integration and services partners)

• Partner Spotlights (Industry-leading partners to offer you more)

• House Specialties (Pro Products)

“If you guys need a little bit of extra help, definitely check out the Marketplace. This is a good little feature,” Baillio says.

Knowledge Base

ServiceTitan’s Knowledge Base, broken down into the categories of Residential, Commercial Service, and Construction, provides helpful information on everything ServiceTitan-related.

Most ServiceTitan customers love the Knowledge Base, but do you know how to use it for best functionality? For example, if you’re looking for a specific call recording but only type in “calls” in the search bar, you’re likely to get hundreds of mentions. To narrow your search, be as specific as possible.

“Are you looking for recordings? Are you looking to listen to a call? Try to put as much information in this search feature to help get you a little bit closer to the answer you're looking for,” Baillio says.

In addition, Knowledge Base is now the home for ServiceTitan Announcements, such as Fall 2024 Feature Release, Black Friday promo deal, Webinars, and Benchmark Reports.

Below Announcements, you’ll also find hundreds of Categories neatly organized under the topics of: Getting Started, Office Basics, Mobile Handbook, and FAQs.

“If I’m struggling with something, like calls. If I were to click the Call Booking Category, this gives me setup, workflows, and troubleshooting. Super easy,” Baillio says. “It keeps everything in a folder like our pricebook. I like to think of Categories as the same exact concept but with extra information.”

And the Ideas tab moved to the top of Knowledge Base. This is where customers can submit ideas to help ServiceTitan improve its product.

Academy

ServiceTitan Academy provides an on-demand learning area for customers, featuring courses that help you learn a new or existing feature or how to better utilize ServiceTitan for your business.

Content is broken down by folders, including a section devoted to learnings from Pantheon 2024. Here, Baillio says, customers can access recordings from 72 Pantheon sessions. Sjobeck suggests sharing the recordings with your team to help boost performance, and Baillio suggests rewatching the sessions you attended to enhance your knowledge.

“I can search ‘recording’ or ‘recorded,’ and I'll be able to pull up a ton of different items here, like previously recorded workshops and webinars,” Baillio says. “This is a great way for you guys to learn a little bit more. Maybe you're trying to implement inventory. Maybe you just want to set your tech up in front of the computer to have him understand the workflow.”

“This is a huge resource. All you have to do is click on it,” she says.

Training Hub

In the ServiceTitan Training Hub, customers can request custom training for their teams. The training options are organized by:

• Pre-implementation Training

• Implementation Training

• Custom Training Programs

• Virtual 1:1 Training

• Expanded Learning Programs

• Strategic Training

If you want ServiceTitan to help you create a customized training program for your team, click that link, fill out the form, and submit.

Navigating the new Customer Resource Hub

ServiceTitan announced its new Customer Resource Hub at Pantheon 2024. When you go to the ServiceTitan website, the link for the Customer Resource Hub can be found in the top right corner next to “Sign In.” Soon, Sjobeck says, the link will appear as a drop-down menu item on your profile icon.

Here’s a snapshot of what you’ll discover in the Customer Resource Hub:

Featured Resources

Featured Resources are some of the most popular resources customers utilize, Sjobeck says, such as Knowledge Base and the others Baillio highlighted above. You can scroll to the left to find additional Featured Resources or search by trade, business type, persona, role, Pro Products, and more.

Platform

Below Featured Resources, you’ll find Platform, which features additional resources. For instance, you can search the ServiceTitan Certified User program to find free courses on a variety of focus areas that improve your ServiceTitan knowledge, such as construction, accounting, CSRs, and dispatching. And more free courses will be coming soon for technicians and inventory.

“If I was still running my business, I would definitely want to do [STCU],” Sjobeck says. “I want to be proactive with my company. If I have an issue or something going on in ServiceTitan, I want to be able to solve it myself. I don't want to have to go to support. I don't want to have to wait for my CSM (customer success manager). So, this is a great program to be proactive with.”

Videos

Scroll past Platform to Videos to find expert advice on all things ServiceTitan, such as:

• Field Features with Margaux

• 5-Minute Wins with Chris Hunter

• CSR Trainings with Angie Snow

• Blue Collar Nerd YouTube videos

Baillio suggests playing the CSR Training videos during your CSR training meetings, then discussing important points after.

“They're small little snippets that have a huge impact on the heart of your business, which is your call center,” she says.

Sjobeck also gives a shout-out to the Blue Collar Nerd (Richard Kohberger), who’s posted 87 videos about ServiceTitan-related content on his YouTube playlist. 

“If you don't know who he is, you're probably doing this wrong at this point,” Sjobeck says. “He comes from the industry and he knows ServiceTitan at a very high level.”

Programs & Groups 

This section includes information on Ignite Sessions, Ember Sessions, Spark Sessions, Torch Network, Masterminds, and Referral Programs. 

“This is my favorite part of the Customer Resource Hub. I think this is one of the best resources in all of ServiceTitan,” says Sjobeck, one of the lead facilitators for Ignite, Ember, and Spark Sessions.

Ignite Sessions are for beginners, and the program covers ServiceTitan utilization in a team training environment during one-hour sessions over six weeks. To sign up for Ignite Sessions, you must ask your CSM.

Ember Sessions explore TitanAdvisor for the intermediate user. Training sessions happen in a group-learning environment where participants learn from the facilitators and each other.

“We teach you how to really start driving, shifting gears, and scaling up your utilization of ServiceTitan. We teach you in TitanAdvisor how to utilize this more like a business coach,” Sjobeck says. “TitanAdvisor is the key performance indicator for your utilization of ServiceTitan. It's basically your ROI (return on investment).”

In TitanAdvisor, you’ll find an events calendar of new release dates, training events, webinars, and more. You can also access your TitanScore here to see how well your company is using the ServiceTitan platform.

Spark Sessions are geared toward a more advanced user, with participants meeting once a month for 11 months. Sjobeck says contractors do most of the talking in these sessions, learning from each other about how to run their businesses successfully with ServiceTitan.

The Torch Network requires a more advanced user, a TitanScore of 80 or above, and at least six months of experience on ServiceTitan. Baillio describes the Torch Network as “the Costco of ServiceTitan.”

“You get access to so many things. You get early access to betas, you get access to the product team, one-on-ones, and Torch swag. You get your hands in helping to develop the program, working with the product, and getting really early beta access to things.

“We really work with our Torch customers to connect them with other customers. We want you to come to at least one monthly activity. And then we also have Torch Network Commercial and Construction. This is also another free program,” Baillio says.

For Torch Network Commercial and Construction, you must be using commercial and construction workflows and devote 25% or more to commercial construction in your business.

Facebook Masterminds, another helpful group, now boasts 9,000 members, Sjobeck says, and offers file-sharing capabilities with other contractors in the trades.

Subscriptions

In the Subscriptions section, you can subscribe to receive ServiceTitan’s Weekly Customer Newsletter, Monthly Commercial Customer Newsletter, Weekly Blog Email, and Toolbox Magazine, or listen to the Toolbox for the Trades or Mastering ServiceTitan podcasts.

Events 

In the Events section, you’ll find valuable resources like this Back 2 Basics webinar series and other upcoming webinars, as well as links to previously recorded webinars that can be viewed on demand. Here, you can filter by industry and topic.

You can also find previously recorded Customer Town Halls in Events, with Co-Founders Vahe Kuzoyan and Ara Mahdessian spending a virtual hour with customers several times a year to discuss what’s happening, what’s next with ServiceTitan, and answer customer questions.

Toolbox Live is a series of in-person, live business-development workshops for owners, general managers, and operations leaders looking to maximize their investment in ServiceTitan. These events are held at different locations throughout the year.

Baillio describes the Toolbox Live events as an intimate, mini-Pantheon with about 50 to 75 customers who experience a full day of learning on various topics and products.

“There's a networking event. If you guys do go, take somebody else from the team, split up, sit at different tables, really challenge yourself to meet people. Come with questions, come with struggles. This is a good chance for you guys to actually get some one-on-one help while you're there,” she says.

Pantheon is ServiceTitan’s annual user conference for contractors of all sizes and experience in the home- and commercial-service industry. The event brings together more than 3,000 service leaders and skilled trades professionals who are passionate about uniting in their vision for the industry to work smarter and faster, while still delivering exceptional customer service.

“Pantheon is a great place to network. It’s a great place to dive in and go to so many breakout sessions,” Baillio says. “You get to meet the people behind the team, to learn about new things coming up. If you haven’t gone to Pantheon, you’ve got to do it.”

Pro Products

Near the bottom of the Customer Resource Hub, ServiceTitan devotes sections to its Pro Products and Pro Product Workshops. 

Pro Products, like Marketing Pro, Scheduling Pro, Dispatching Pro, Sales Pro, and Contact Center Pro, give you even more features, automations, and capabilities to grow a profitable business.

“The Pro Workshops, whether you're an existing user of Pro Products or not, these are great accessible workshops that allow you to get in there, see if this product's for you, or even fine-tune your usage of these products,” Sjobeck says.

Resources Tab

But wait, there’s more!

On the main ServiceTitan page and at the top of your Customer Resource Hub page, a second Resources tab opens a drop-down menu to access ServiceTitan’s Toolbox. Click on “View Toolbox,” and page two of your Customer Resource Hub appears with additional content, including:

• Most popular articles, guides, tips, etc.

• Webinars (all previously recorded webinars in one place)

• Articles (various topics, industry insights, business tips, etc.)

• Toolbox for the Trades and Mastering ServiceTitan podcasts

• Tools (free tools for trade and business calculations)

• Licensing databases by state and trade

• Guides (various topics, industry insights, business tips, etc.)

• Contractor Playbook

• Commercial Playbook

>>Check out the Customer Resource Hub today.