Service Titan - Customer and Job
Management - Call Booking and Phones
Certification Exam UPDATED ACTUAL
QUESTIONS AND CORRECT ANSWERS
If you track leads from unbooked calls within ST, they are included in your search results on
the call booking screen - CORRECT ANSWER True
You want your call center manager to be aware quickly what new web booking has been
made so they can ensure the customer can be contacted to verify the booking. How can you
assure the manager is aware when new web bookings are received? - CORRECT
ANSWER Set a "booking request received" alert to be sent by text to the dispatch
manager
Match the call classifications that are automatically applied to phone calls with their proper
description. - CORRECT ANSWER UNBOOKED -A call that is a valid
lead/opportunity that does not result in a job being created.
ABANDONED -A call that is not answered or the green bubble is not clicked.
EXCUSED -A call that ends in less than 60 seconds
BOOKED -A call that results in a job being created.
If you try to book a job for a date in the past, the system will - CORRECT
ANSWER Display a warning message but allow you to book the job
Your call center manager listens to a sampling of call recordings each day to ensure proper
processes are being followed. When the manager comes across standout calls, they'd like to
be able to reference them later for coaching purposes. How could a call recording be flagged
to make it easy to find? - CORRECT ANSWER While listening to the recording, add a
tag to it. In the search screen, you can search for calls with that tag
ST has partnered with what top lead aggregators in the industry so you can get more leads
and stay on top of them all in once place. Use leads integrations to automate the population of
, customer and job data into ST to save your office time & increase booking accuracy. Please
select our new leads integration partners. - CORRECT ANSWER -Angi
-Building36 "Smart Home"
-The Home Depot
-Flowpath
Notification preferences are inherited from the location where the job will be performed.
They cannot be changed at the job level. - CORRECT ANSWER False
You run a marketing campaign that are specific to divisions of your business. Each of these
divisions have dedicated csrs. How can you have the tracking numbers associated with those
campaigns ring to the right group of csrs? - CORRECT ANSWER Make sure the
tracking numbers that you associate with your campaigns have a "forwarding number"
number that rings to the appropriate group of csrs
You've assigned a member of your team to review abandoned and unbooked call recordings
and reclassify them as necessary. They let you know they can listen to the calls, but can't
reclassify them. Why may this be? - CORRECT ANSWER The employee has "listen to
call recordings" permission but not "reclassify call" permission
When you are setting up call reasons, which should be marked as "leads" so by default, they
are classified as unbooked calls and count against a csrs Conversion Rate (Percent Booked)? -
CORRECT ANSWER -Customer did not want to pay the dispatch fee
-Customer wanted a price over the phone
Green bubbles show up for all phone calls regardless of whether the inbound number called
has been ported to ST. - CORRECT ANSWER False
Reserve with google booking integration allows only scheduling pro customers to easily
integrate a "Book Online" button on their google business profile. - CORRECT
ANSWER False
Management - Call Booking and Phones
Certification Exam UPDATED ACTUAL
QUESTIONS AND CORRECT ANSWERS
If you track leads from unbooked calls within ST, they are included in your search results on
the call booking screen - CORRECT ANSWER True
You want your call center manager to be aware quickly what new web booking has been
made so they can ensure the customer can be contacted to verify the booking. How can you
assure the manager is aware when new web bookings are received? - CORRECT
ANSWER Set a "booking request received" alert to be sent by text to the dispatch
manager
Match the call classifications that are automatically applied to phone calls with their proper
description. - CORRECT ANSWER UNBOOKED -A call that is a valid
lead/opportunity that does not result in a job being created.
ABANDONED -A call that is not answered or the green bubble is not clicked.
EXCUSED -A call that ends in less than 60 seconds
BOOKED -A call that results in a job being created.
If you try to book a job for a date in the past, the system will - CORRECT
ANSWER Display a warning message but allow you to book the job
Your call center manager listens to a sampling of call recordings each day to ensure proper
processes are being followed. When the manager comes across standout calls, they'd like to
be able to reference them later for coaching purposes. How could a call recording be flagged
to make it easy to find? - CORRECT ANSWER While listening to the recording, add a
tag to it. In the search screen, you can search for calls with that tag
ST has partnered with what top lead aggregators in the industry so you can get more leads
and stay on top of them all in once place. Use leads integrations to automate the population of
, customer and job data into ST to save your office time & increase booking accuracy. Please
select our new leads integration partners. - CORRECT ANSWER -Angi
-Building36 "Smart Home"
-The Home Depot
-Flowpath
Notification preferences are inherited from the location where the job will be performed.
They cannot be changed at the job level. - CORRECT ANSWER False
You run a marketing campaign that are specific to divisions of your business. Each of these
divisions have dedicated csrs. How can you have the tracking numbers associated with those
campaigns ring to the right group of csrs? - CORRECT ANSWER Make sure the
tracking numbers that you associate with your campaigns have a "forwarding number"
number that rings to the appropriate group of csrs
You've assigned a member of your team to review abandoned and unbooked call recordings
and reclassify them as necessary. They let you know they can listen to the calls, but can't
reclassify them. Why may this be? - CORRECT ANSWER The employee has "listen to
call recordings" permission but not "reclassify call" permission
When you are setting up call reasons, which should be marked as "leads" so by default, they
are classified as unbooked calls and count against a csrs Conversion Rate (Percent Booked)? -
CORRECT ANSWER -Customer did not want to pay the dispatch fee
-Customer wanted a price over the phone
Green bubbles show up for all phone calls regardless of whether the inbound number called
has been ported to ST. - CORRECT ANSWER False
Reserve with google booking integration allows only scheduling pro customers to easily
integrate a "Book Online" button on their google business profile. - CORRECT
ANSWER False
