Verifying Customer Reviews

Follow the steps below to tie customer reviews to the correct technician and job. This will populate the review-related scorecards.

1. Navigate to the MarketingPro section of ServiceTitan

1. From the navigation pane on the left, under "Reputation" select "Reviews."
   
   

1. Match the Review to a Job: 

• Click the open area in the job column to open the review.  

1. Click "Edit"
   
2. Type the job number into the job number field to associate the job with the review.  
   
1. If the job number can be determined, you do not need to select anything in the technician or customer field. 
   
2. If the job number can’t be found, but the technician can be determined based on the review, select the technician in the technician field.  

Finding the correct job

You can try “Suggest Match” to see if ServiceTitan can find a match using AI. We’ve found it to be very unreliable. 

1. If “Suggest Match” does not provide the correct job
   
1. In another tab, use the search function within ServiceTitan to locate the corresponding job. 
   
1. Consider factors like the service date, customer information, and specific details mentioned in the review. 
   
2. If multiple jobs match, carefully assess each one to determine the most likely candidate. 
   

Additional Tips: 

• Check Job Notes and Invoices:  

• Review job notes and invoices for specific details that might help confirm the match. 

• Communicate with Your Team:  

• If you're unsure about a match, consult with your team members, especially those who interacted with the customer. 

If you cannot determine the review/job match

Using the "Can't Verify" option.

1. Hover over a review that needs to be verified
1. Reviews that need to be verified will not say "Verified" in the match column.
2. A snowman menu (three stacked dots) will appear on the right--click this menu.
   
3. Select Verify
   
1. We realize this seems counterintuitive. Just go with it.

1. At the bottom, of the Verify Match screen, click "Can't Verify"
   

• Related Articles

• Merge and unmerge duplicate customer records

  If you accidentally created two of the same customer or service location in ServiceTitan, you can merge the records together. If needed, you can also undo a merge. Who uses this feature Office employees Applies to all business types The Access ...

• Undo a customer or location merge

  If needed, you can undo a merge. There are two ways to accomplish this: Search for the Inactive record, open it, then undo the merge. Open the Inactive record from the the Audit Trail on the Merge screen, then undo the merge. Note: When you undo a ...

• Warranty Process

  Identifying Warranty Coverage Determining Warranty Coverage Collaborate with the Service Manager and/or Operations Manager to confirm if the repair is covered under warranty. Review the customer’s job history and equipment warranty information. Note ...

• DVIR SOP

  1. Scope This outlines the process for conducting Driver Vehicle Inspection Reports (DVIR) using the Samsara Driver App. The goal is to ensure the safety of associates and the community, maintain fleet aesthetics, and proactively manage vehicle ...

• Resetting your Password

  If you forget your password, it is very easy to retrieve it. From the ServiceTitan login screen, click "Forgot password?" Enter the username, email address, or mobile phone number you use to log into your account. Click "Submit" A code will be sent ...