TradeWeave · ServiceTitan System Guides · Private Preview

ServiceTitan CRM Commercial

Adds a proper pipeline and opportunity management layer on top of the platform — something the residential Estimates flow was never designed to do. Built for multi-stakeholder commercial sales cycles that live for weeks or months, not single-visit residential decisions.

Leads Opportunities Plays Private Preview, Commercial only

This is a distinct product from the residential Estimates/Sales flow (see the Sales Rep role) — it's not a replacement, it's a pipeline layer on top of documents that already exist. Currently Private Preview and commercial-only; treat instability as expected, not a bug to escalate.

Setup

Five eligibility prerequisites

All five need to be true before CRM can be enabled at all.

  1. Commercial focus — primary business is Commercial Service and Replacement work, not built or tested for residential.
  2. Contact Management enabled, on the latest version — CRM builds directly on top of it.
  3. Fully live on ServiceTitan — Business Units, Zones, technicians, employees all already configured.
  4. Already using estimates and/or Service Agreements — CRM organizes existing document flow, doesn't replace needing it first.
  5. Willingness to work in Private Preview — instability and feature gaps are expected, not bugs to report and wait on.

Ongoing use

Core workflows

Lead Management

Unified workspace for all prospects; track progress, prioritize next steps, convert to opportunities.

Opportunity Management

Three pipelines — Job, Service Agreement, Project. Multiple estimates can link to one opportunity.

Task Management

Assign tasks directly to leads and opportunities instead of tracking separately.

Sales Insights

Pipeline performance and team metrics without building custom reports.

Field-to-pipeline bridge Plays automatically creates opportunities from Findings logged by field technicians — a direct hand-off from diagnosis to tracked opportunity with no manual step. Convex targets can also feed in as new opportunities.

Reference

Pitfalls & performance

Common pitfalls

SymptomFix
CRM not available to enableCheck all five prerequisites
Feature behaves unexpectedlyExpected — Private Preview status
No opportunity from a field findingVerify Plays setup and that the Finding actually saved
Trying to use it for residential salesNot built for that — use the standard Estimates flow

KPIs to watch

MetricWhere
Pipeline value by stageOpportunities view
Win probability trendOpportunity records
Lead-to-opportunity conversionSales Insights
Plays-generated opportunitiesSales Insights, filtered by source

Source articles