Glossary

A

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Account

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Accounts are records for each of your clients. This is where their history will be stored, their service site information, their contact info, and more!

Appointment

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The time slot you've scheduled to complete the work requested or conduct an on-site estimate or do some other work related task. Appointments can even have their own "groups" so you can easily run reports on how much time is spent doing an "estimate" or "rework" or "drop off/pick up" vs actual revenue collecting "work."

Address Helper

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The all-in-one address tool within ServiceMonster. Use the auto lookup feature via the address lookup search and make manual adjustments via the addressed it. Lastly, view that the location is correct via the location pin.

Account Sub-Type

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Further classification category for your accounts. Common examples include: breaking down your commercial clients by industry, or using as a one-off tag on certain accounts for marketing purposes. Changing this will NOT affect basic search queries.

Account Type

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General classification for your accounts to easily separate them out for marketing, reports, and just general organization. Customer and prospect are the most common account types. Though you are able to create custom account types for certain situations, be aware that creating your own can affect search results in some situations as the system will prioritize the defaults.

Customer is the default account type when you first launch ServiceMonster, but there is a company setting to swap that to prospect if your sales pipeline revolves around an on-site pre-sale process (generating a quote/bid/estimate for the client to accept) for all new clients.

Appointment Reminders

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Create email or text appointment reminders to automatically notify clients ahead of your scheduled visits.

Admin User

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Users who have full access to ServiceMonster, including resetting user passwords.

C

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Color Wheel

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The color wheel is a color-coded compass so that you can quickly identify both the direction and distance your technicians will need to travel to complete the work. This allows you to schedule appointments close together to eliminate wasted driving time and ensure you and your techs are as efficient as possible.

Click the color wheel on the left side of the schedule to check it out.

Customer

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Customer is the default account type for accounts within ServiceMonster and simply represents a client that you have actually completed work for and collected revenue from.

Custom Fields

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Fields you can create to fit your specific needs. Found on the Profile tab of the Account, custom fields can be premade lists, dates, numbers, text, and checkboxes (yes or no) so that you can easily track the data you want.

CRM

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Client Relationship Management. This is a tool that manages your customer history and gives you the data you need to grow your business. ServiceMonster as a whole is labeled as a CRM software.

D

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Drip Marketing Campaign

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Automated marketing campaign that can be sent whenever you set it run. These can be created for email, call lists, mail/label lists, and export lists.

Dispatch Location

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A schedule setting that shows your primary dispatch location. This is important to update, as this address along with your max driving range work in tandem to create the color wheel.

Deck

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Section of the homepage dedicated to showing you what is “on deck” on Home v1.0 or v1.1 or "in-progress" on Home v2.0 for your day/week. Contains items such as pending activities, new leads or accounts to view, upcoming appointments, various order statuses, and invoices with a balance remaining.

E

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Estimate

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Specific order type that is typically used during the pre-sale process to generate an accurate estimate (either over the phone or on-site) for the client to then accept before work is completed. Think of the general flow of Estimate -> Work Order -> Invoice.

F

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FMS

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Short for FillMySchedule, our in-house direct-mail client retention program that puts you in the driver seat with an easy approval process (nothing gets sent without you saying so), ROI tracking, and custom cards to make sure your message comes through loud and clear.

I

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Invoice

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Order type that works as both a billable invoice and a sales receipt. This is the final, completed order to be either billed to the client or shown as a receipt after collecting payment. The act of invoicing is a trigger event within ServiceMonster for numerous items so make sure you are correctly invoicing your completed orders!

Some of these trigger events include:

Automatically upgrading a "prospect" account type to a "customer" account type.
Setting the "last invoice date" marketing field so that you can filter client retention programs and other campaigns around that date.
Updates your Quickbooks export pending items to indicate that the order is now ready to be exported over to Quickbooks.
Update sales related dashboards and reports as the system now considers that sale as final.
Begins the clock for any billing due dates (if terms have been outlined).

Integration

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Found in our MarketPlace, integrations are different programs that connect with ServiceMonster to fill specific needs.

K

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Kanban Board

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A Kanban board is a project management tool designed to help visualize the progress and flow of your work. Use the default sales board for basic sales opportunity tracking (see Opportunities) or create custom boards for whatever projects you wish to manage.

L

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Lead Source - Order

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In the similar vein as the account lead source, the order lead source is tracking what client retention potentially brought the client back for repeat work. For example, if you were running a retention email or direct mail campaign, either of those could have prompted the client to remember that they need your services and give you a call. In this example, that retention campaign would be the order lead source.

Lead Source - Account

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The source of where your newly acquired clients found you. It's important to track this to gauge the success of your various marketing efforts.

Lead

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Leads are interested parties that are captured via a webform on your website or other various integration methods that quickly allow you to contact them for a sale. This process also helps you sort out junk leads that come in so you don't waste your time chasing junk information.

Line Items

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We use the term "line item" to describe any product or service you are adding to an order. Think of each product/service as adding a "line" to your order.

M

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MarketPlace

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The ServiceMonster MarketPlace houses all of our direct software integrations as well as potential vendors that may add growth potential to your business.

N

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Navigator

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Our term for the left hand bar of the ServiceMonster software that allows us to move through to the section we wish to view. Examples include: Scheduling, Accounts, Orders, Settings.

O

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Order

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The bread and butter of your business, orders contain the products and services you will be providing to your client along with any discounts, taxes, and other charges you might add. Orders have three general types: Estimate, Work Order, and Invoice. You can also void an order to maintain the record for future viewing purposes while clearing it from your primary "in-progress" views. This can be especially useful if an estimate is declined for any reason.

Opportunities

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Advanced sales pipeline that allows you to track specific tasks and progress made towards completing a sale. Some users use this for every potential sale and create a sales kanban board for each sales rep, others use it for large potential clients such as a large commercial bid.

P

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Prospect

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Prospects are one of the primary default account types within ServiceMonster and are used to define an account that you are actively working to sell to. You can think of them as accounts that haven't committed to the work yet, for example, perhaps you are completing an on-site estimate first. Once an account marked as a prospect completes their first invoice, the system will automatically convert their account type to "customer."

Note: When a lead comes into your system and you accept the lead, their newly created account will be listed with an account type of "prospect."

Picklists

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Picklists are what we call the customizable drop down lists that you can customize to make your own. For example, when creating a product or service you can assign them to a group for easier visibility and sorting on reports. This group field can be edited to whatever group names you want to add to the list and can then be selected easily moving forward.

Q

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Quick Add

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Your all-in-one wizard to add new accounts, create new orders, schedule jobs and send confirmations.

R

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Recurring Appointments

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Set up recurring appointments of the exact same order for a particular client. This can be utilized both as a "reminder" for clients who want to have a cycle of work but don't want to hard commit to a date months/years in advance or as a set scheduled interval for repeat work such as commercial window cleaning or janitorial work.

S

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Schedule Conflicts

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Anytime you have overlap between two scheduled events, they will show as potential conflicts with a red outline. If using Schedule v2.0 you can easily left click the conflicting appointments to bring up the conflict window and make any adjustments needed by dragging and dropping the appointment at the new time slot.

SMS

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Short for "short message service," SMS is the most common form of text messaging. You can use ServiceMonster to send a quick text for client communication as well as set up text-based appointment reminders to send to your clients prior to your scheduled appointments.

Service Site

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Some of your clients may have more than one service location or "site" to have work completed at. This can be especially true if you have a commercial property manager or a franchise group as an account. You can create multiple sites against the account and then swap on the fly when building a new order depending on which location is being serviced.

Service Items

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Service items are an advanced option you can utilize when building your orders to link up "what" is being serviced by your line items (see "line items"). Example: If you are cleaning a rug then the line item would be "cleaning" and the service item would be the rug itself. If you utilize this level of tracking you can more easily capture when the last time a particular item was serviced and can help become the expert on your client's home. You will also save considerable amount of time on repeat business as all of the rooms, surfaces, items, etc that were serviced will be saved to that service location.

T

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Templates - SMS

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SMS templates are much more limited than their email counterparts, but also allow you to create quick response messages to your clients. Setting up an appointment reminder, sending a basic form of "on our way," and even sending a thank you message after you complete your work are all common examples you can set up.

Templates - Email

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Templates created for your day-to-day email communication with clients. This allows you to save time typing the same message over and over and also ensures you are properly showcasing your brand.

New users to ServiceMonster will already have default templates ready to quickly customize and use right out of the gate with minimal effort.

Templates - Marketing

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Email templates created for your email marketing campaigns (both standard and drip). This allows you to create beautiful .html based templates to showcase your brand and generate potential sales with calculated marketing efforts.

New users to ServiceMonster will already have default templates ready to quickly customize and use right out of the gate with minimal effort.

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W

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Work Order

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Order type associated with accepted and scheduled work. This is what the technicians will be working off of when completing their work and has generally accepted prices attached. Think of the general order flow as Estimate -> Work Order -> Invoice.

Wait List

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The wait list on the schedule allows you to first schedule a client while also adding them to a list should a sooner appointment come available. The list is sorted chronologically and will automatically push items off after their scheduled appointment.

ServiceMonster Glossary

See the definitions for commonly used words in ServiceMonster, sorted alphabetically.

A

C

D

E

F

I

K

L

M

N

O

P

Q

R

S

T

W

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