ServiceTitan Forms: Unlocking Efficiency Beyond the Basics

ServiceTitan Forms is more than just a catalog of digital checklists—it’s the backbone of efficient operations for businesses in the trades. 

Sena Sadeghi, Senior Manager of Customer Programs at ServiceTitan, unpacks this powerful feature in a recent episode of the Mastering ServiceTitan podcast—where we get expert advice from power users. From streamlining processes with conditional logic to leveraging auto-tagging and advanced reporting, Sadeghi shares actionable insights to help technicians and office teams transition from pen and paper to a unified digital workflow. 

Whether you're new to ServiceTitan or a seasoned user, you’ll discover practical tips to elevate your business operations with the advanced ServiceTitan Forms features.

What are ServiceTitan Forms?

ServiceTitan Forms help you capture critical information from the office, your technicians, and even your customers. 

“Forms are essentially just a way to capture information,” Sadeghi says. “It's also something that can be sent to customers if you want it to be a customer-facing form.”

Examples include: arrival checklists, debrief forms, a missing price book item form, before-and-after pictures of an install, and more. 

With ServiceTitan Forms, you can ditch the pen-and-paper method, avoid the hassle of searching for documents in filing cabinets, and gain operational efficiencies for your entire team. 

“Now, all of that’s inside of ServiceTitan,” Sadeghi says. “You can search for forms. You can report on forms. Think of it as a really easy way to make sure technicians are following SOPs (standard operating procedures).”

To get started on ServiceTitan Forms—and leave the manual processes behind—Sadeghi suggests looping your technicians into the conversation to get buy-in because they’re the ones who have to fill out the forms. And the same goes for your CSRs, if implementing a CSR call recording form into your processes.

“Some of the hardest parts of change management is, somebody's just telling me what to do,” Sadeghi says. “But if you bring in your technicians, bring in your office staff to the conversation, have them help you build the form, it just makes everything a lot more cohesive and you get a lot more buy-in that way.”

ServiceTitan Forms: 4 core advanced features

ServiceTitan Forms offers core users four advanced features to help businesses elevate their operations even further. They are:

• Conditional logic

• Auto-tagging

• Alerts

• TitanExchange

Conditional logic

Conditional logic allows you to optimize your forms for better efficiency, and hide questions you don’t want shown unless a specific answer is given. It basically follows an “If this, then that” type of logical flow. And your technicians don’t waste time trying to fill out long forms that don’t apply.

For example, you may list certain questions on a debrief form, such as: “Did you capture payment?” If the tech answers “No,” then the next question pops up to ask, “Why didn’t you capture payment information?” 

“It’s based on the conditions of the answers you're giving. So based on that, the system has the logic to say, ‘Oh, they answered no, let's pop up this other question. Or they said, yes, we can skip that next question,’” Sadeghi says. “Think of it as an efficient way to optimize your forms and use the system's logic based on your conditions.”

To get started with conditional logic, do some practice tests in your ServiceTitan Next environment. Once you’re in Next, go to Forms, click on “Create a form,” and then click “Add conditional logic.”

“That’s where the magic happens. That's where people can hide things, show things, and there's some other functionality,” Sadeghi says. “Conditional logic truly is one of my favorite things in ServiceTitan.”

You can also add conditional logic to existing forms, or click on TitanExchange to find pre-built forms with conditional logic added. If you’re not sure which existing forms to add conditional logic to, start with your most-used forms.

“That's a great place to start,” Sadeghi says. “Which forms are the longest and which forms do technicians dread doing?”

Auto-tagging

ServiceTitan offers an old and new version of the auto-tagging feature. Traditionally, the old version takes a completed form and automatically tags the job, customer, or location. The new version of auto-tagging does the same thing, but adds some functionality with conditional logic.

“Now, based on a specific answer inside of the form, you can auto-tag the job, customer, or location,” Sadeghi explains. “A really good example of this is a house built before 1980. Inside the form, if a technician answers, ‘Yes, this house was built before 1980,’ we can auto-tag that location.”

In addition to the auto-tagging of job, customer, or location, you can add additional tags, like telling your dispatcher we need to follow up with this customer for additional services. 

A job tag is specific for the job, such as giving the technician a gate code to access the property. A location tag might inform the tech that the customer has pets. A customer tag might show your tech or CSR that this customer is a military veteran or an elderly person who prefers calling over emails. Then, of course, the follow-up tag informs your team to follow up with this customer.

The new version of auto-tagging based on specific answers can be found in your conditional logic tab. You’ll set up auto-tagging for specific answers using conditional logic. For instance, if they answer this, then tag it with that, Sadeghi says.

Alerts

The Alerts feature allows you to notify anyone in the company by email or text to let them know when a specific form has been completed. 

A really good use case for the Alerts feature is when technicians discover a missing pricebook item while performing a customer’s job out in the field. The tech fills out a form for the missing pricebook item, an Alert notifies the pricebook owner by email or text, and they can update the pricebook in real time. Then the tech downloads the updated pricebook and adds the item to the invoice or estimate.

“Think of Alerts as a way to communicate without actually picking up the phone to call or text someone. The system can just automate that for you based on those completed forms,” Sadeghi says.

The Alerts feature can be found in your Settings, under Integrations and Alerts. A second type of Alerts can also be found here to set up Dispatch Board Alerts. 

TitanExchange

“A lot of times we hear, ‘I don't want to start from scratch. Is there somewhere I can just pull something into my account?’ And that’s what TitanExchange is,” Sadeghi says. “It has a library of different things like forms, reports, dashboards, tags. There's a ton of stuff you can grab from TitanExchange and literally just pull them directly into your account.”

Before using TitanExchange, however, you must first subscribe to the libraries that apply to your business, such as residential, commercial, or both.

“Then you go to your library and you can just start pulling things directly into your account,” Sadeghi explains. “Also, there are conditional logic forms inside of TitanExchange. So, if you don't want to start from scratch, just go and grab the one that's inside TitanExchange, then you can just build and modify it accordinging to your company's needs.”

The generic forms inside TitanExchange represent best practices that apply to a majority of ServiceTitan customers. 

“We want you to customize it, make it your own,” Sadeghi says. “We just want to give you a headstart.”

Form Submissions  

To gain value from the information you’re collecting on ServiceTitan Forms, you can use the Form Submissions report template to look up reports on any form based on the status of that form, such as whether the form was completed or a form for a specific customer.

“Whether it's a follow-up form, whether it's a debrief form, whether it's a before-and-after form—because I want to see if my technicians are actually taking those before-and-after pictures—that's just a really easy way to search enmasse with that Form Submissions data set,” Sadeghi says.

Before Forms Submissions, ServiceTitan users could only search for form responses by using the search function, then downloading the information onto an Excel sheet. Now, users can find everything all in one place, inside their ServiceTitan account.

“What's really cool about the Form Submissions dataset is, it's dynamic. Because, obviously, different forms will have different questions and different answers, but the system will automatically update that report based on the form you’re looking for,” he adds. “My best advice is just play with it.”

Common ServiceTitan Forms user errors to avoid

If you’re not sure where to start with adding the advanced features of ServiceTitan Forms, Sadeghi suggests talking to your techs and CSRs about making changes to improve efficiency.

“Just have a conversation with your technicians. I'm sure they will be more than honest with you about saying, ‘These are the forms we don't like to fill out. It takes too much time. It's not efficient,’” Sadeghi says. “Not only am I going to get their buy-in, but I'm also making this form more efficient, and they had a piece of that. 

“Even in your next team meeting, say, ‘Hey, you know what? We know some of these forms are a bit long and we want to make sure y'all are more efficient. Which forms do we need to condense?’” he adds. “It’s a very quick win.”

One user error to avoid involves listing all of the questions you need to ask on a conditional logic form. When adding conditional logic to a form, create all of the questions that you want answered at various stages first. Then, you can decide which ones to show or hide, based on your “if this, then that” conditional logic.

The biggest mistake Sadeghi sees users make is not using ServiceTitan Forms, and instead relying on pen and paper.

“That, I think, is the biggest mistake people make with forms,” he says. “You've got a beautiful system in ServiceTitan that makes this more optimized, more efficient, more reportable, and more searchable. And you're still out here doing pen and paper? Please make your life easier. 

“You use ServiceTitan, you bought ServiceTitan. Use it to its fullest extent,” Sadeghi adds. 

Other resources you can use to take your ServiceTitan Forms to the next level include:

• Customer Resource Hub: A one-stop destination that brings together every tool you need to maximize your use of ServiceTitan, from product documentation and how-to guides to webinars and pro-tip videos.

• Blue Collar Nerd: Digital content specialist Richard Kohberger, a/k/a “Blue Collar Nerd,” shares YouTube videos on ServiceTitan features, including one on how to add conditional logic to forms.

• ServiceTitan Ember Sessions: New ServiceTitan users complete a free, six-week Ignite program before graduating to the free Ember Sessions, where they dive into TitanAdvisor to see how well they’re using the software’s functionality.

• ServiceTitan SparkSessions: Once users complete the Ember Sessions, they can join free, group-based discussions facilitated by ServiceTitan experts that meet once a month to discuss various topics, including Forms.

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.

Know a business that could use a bit of muscle from ServiceTitan? Refer them here!

Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.