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Lab bill format for Technical Support

what's going on everybody Richard Coburg here's the blue collar nerd so um welcome to super tech support [Music] so this is kind of a new series I guess I don't know I don't want to commit to it that much it's something I'm playing around with basically the idea is this so I see a lot of questions you know out there in the world in the community or whatever and I spend a decent amount of time just in there kind of answering some questions but when an individual has some specific problem and I help them with their specific problem individually I don't know I don't really feel like I'm doing my job because it's not my job to be a support person I'm not a support person it's not my job to help an individual with a specific problem I'm the blue collar nerd I'm a content creator I'm an educator I'm supposed to help large groups of people all at once via video content and so with this I'm trying to do both I'm going to take some question that I see online wherever that I think I can help with that's maybe a little bit more complex than just like a couple sentence answer and I'm just gonna film my whole process us of figuring it out and helping with the problem in the hopes that other people with the same or similar problems can watch it stumble upon it and get something out of it as well okay so here's what we're doing today this issue started with this post it says Dear service Titan decision makers why do we report Revenue 55 different ways depending on what report we pull it makes me crazy so here was my initial response you know there are different ways to count things but it's always up to you how you want to count it so for example if you compare the converted jobs number on the dashboard to a total job count for the same date range on some report and Reporting then you might see different numbers of total job count because one is only accounting for converted jobs meaning jobs that are over whatever your sold threshold is and one is just a total job count including unconverted jobs and zero dollar tickets they're two just different kpis both are valuable certain companies will want one versus the other versus some want both just depending on the circumstances but they're not one's not bad one's not good they're just different but if you're in that situation and you have two numbers that are different and you want them to match you can make them match you've just got to make sure you're using an identical kpi or that you're filtering the exact same way for example on some sort of invoice report you can filter it different ways to say like okay this date range what does that actually mean so I've got the report pulled for this week but does that mean I want to see invoices for jobs that were started this week for jobs that were completed this week for jobs that were invoiced this week all of those different types of filters different ways of counting could show you different numbers again doesn't mean one's right or ones wrong they're just different ways of looking at it that sort of flexibility is a very good thing it's just it does add complexity flexibility inherently adds complexity it's just a matter of understanding it okay anyways somebody from this company chimed in with some more specific issues so problem number one on the the dashboard our average ticket for text does not work we work for a home warranty company and service Titan process has us use adjustment Revenue that adjustment revenue does not calculate on the tax revenue on the dashboard that makes their average tickets wrong and we have to manually calculate it in a spreadsheet okay so this one's a really easy fix it's just a back-end feature so there's a back-end configuration that will choose whether or not you want the adjustment Revenue included on the dashboard technician scorecards and support can toggle that on for you if you have a problem like this don't jump straight to just like using a spreadsheet outside of service Titan talk to support talk to your CSM team see if there's something that that can be done to help you within the product a lot of the times there is now I don't know what the situation here is maybe they did ask and and they got bad information or there was some sort of miscommunication I don't know it could have been our bad but still something just worth pointing out so I have that feature enabled for this example account here so this Revenue number this 794 that is including an adjustment invoice that I put on the This Job And if I click in to see the full technician scorecard I can see here it even specifies completed Revenue with adjustments just make sure that your adjustment invoice date matches whatever date range you're looking at on the dashboard like if you make the adjustment invoice date today it's going to show up for today I bring that up because it was a problem that I was having when I was just testing this to make sure that I understood everything myself I had accidentally left the adjustment invoice date blank and so I wasn't getting the adjustment invoice revenue and I was pretty confused for a while until I figured that out okay problem number two taxes when calculating taxes I have a custom report that works for my needs as long as everybody inputs everything correctly when they don't my numbers don't add up and I have to go searching the easiest way to do that is comparing to other reports particularly the tax Zone report that report then would be able to isolate which zip code my errors are in and narrow my results making it a quick fix unfortunately one of the reports excludes taxes and the revenue totals and one includes them which means none of the numbers match and I can't use them together this issue is across several of the pre-made reports there needs to be a way to determine across the board how things should be calculated or just have one picked and everyone adjusts so the way to determine how everything should be calculated is you as a company decide how everything should be calculated and then use server Titan to calculate it that way however you want to calculate a kpi I promise server Titan has you covered 99.5 percent of the time so many companies think about things and calculate things so differently I promise I promise I promise if we here at service Titan just decided hey this is how you calculate these kpis and everyone get used to it this is the right way and just Stripped Away all the flexibility of calculating it however you want to calculate it there would be an upheaval I'm talking pitchforks I'm talking torches my house would be on fire Tom Howard's house would be on fire it would be very very ugly now the first question I want to ask here is you using this tax Zone report that's a legacy report Legacy reports rob you of a ton of flexibility and just understanding of how things are calculated that you get with the newer 2.0 reports 2.0 reports will always tell you exactly how they're calculating a kpi and with 2.0 reports you choose the kpis you can change what kpi you want you want something calculated differently just swap it out you can filter you can group they're just way more powerful the Legacy reports were replaced for a reason so my first question would be do you really need to be using that Legacy tax Zone report maybe you do maybe there's something very Niche and specific about how your company works that only that report can do still but I would bet that you could probably replace it with a 2.0 report but I'm not going to make that assumption for this let's say okay you're going to use that tax and Report that's fine but that tax Zone report when it shows like Revenue totals it includes the taxes I'm pretty sure so I'm guessing whatever custom report you've got built is not looking at the total revenue it's looking at the subtotal so let's build a report that does it the way that you need it done so I'm going to go into reports here here and I'm going to create a new report I believe that the invoices data set is what's going to serve Us best here that other report that Legacy report you're using groups by ZIP code so we want the location ZIP and then we want the total not the subtotal so subtotal is going to not include taxes total is going to include taxes just for extra Clarity let's also include a separate tax column so that we can see what we collected in taxes just to make sure that we understand what we're looking at by the way any of these kpis you can hover over this little I icon here and see how it's calculating so this taxable total that's a sum of all the invoice items marked as taxable I'm going to also put in the subtotal just so I can again just have Clarity for what I'm looking at and then I'll clear out some stuff I don't really need I don't really need to see the balance I don't really need to see the address okay good enough obviously you can customize this however you want this is just what I'm doing I'm going to call this the tax report we'll call it an accounting report and save all right so let's filter by this week you know what I forgot I'm going to actually add in the tax Zone column because that other report I believe is grouped not by ZIP code but by tax Zone and then I'm going to drag that up to this purple bar so that our results are grouped by the tax zone I'm going to hit save changes just so every time I pull this report this is how it looks and let's run the report okay so in my example account it's just an example account it's Auto generating data so most of these jobs here most of these invoices the tax zone is null meaning it's not assigned to any tax Zone but then here's a tax Zone simply called tax and then here's some jobs that are within it so we can see let me drag subtotal closer to total so it's more clear tax as well uh this doesn't really clarify anything just because all of the tax is zero dollars so we didn't charge any tax on any of this let me change the filter date to today I'm pretty sure I did make an example job today that charged some tax you know what the problem is that we're filtering by invoice date and that job isn't invoiced yet so this is the job I'm thinking of let's go to the invoice and let's set the invoice date to today okay now if we go back to our report and leave it filtered by invoice date we should see it okay and there it is there's a job that we charge some tax on now I had to go in and change the invoice date to today in order to see it here because we're filtering by invoice date but I could have just simply filtered by job start date because the job started today and then it would have shown up in the report I left it filtered by invoice date because this particular person that we're helping right now is trying to compare a report to this other tax Zone Legacy report and I'm pretty sure that that report is filtered by invoice date and so I just want to try and match it as close as possible and I forgot to save my reordering of the columns here so let me do that again and save it this time okay so we see here the subtotal is 160.62 but the total is 162.19 and that's because the total is adding in this dollar 57 of taxes so again just two separate kpis we can hover over here and see total is the sum of all invoice items and taxes on the invoice whereas subtotal is just a sum of all these Services equipment chargeable materials and discounts and fees on an invoice now let's pull up that Legacy report and just make sure that we're going to look at this job here and make sure that we have a matching number uh this tax Zone The Legacy report okay I I dealt with it off camera but when I first came to this report I was filtering for today and I was getting nothing it was just a blank report it turns out that in order for it to show up on this report the invoice had to be posted so a little troubleshooting I had to do there and again that's another downside of these Legacy reports they're just a lot more opaque it's a lot harder to figure out why you're not seeing what you're expecting but anyways we're showing two totals here so this is the invoice itself the 1662 and then the 63325 that's the adjustment invoice that I added to it back when we were testing for the dashboard technician scorecard issue so we've got a buck 57 of taxes collected which matches what we have on our other report here under the tax column Buck 57 and this is for the main invoice here that one that's 162 uh that adjustment invoice I probably didn't assign to attack zone so because we're grouped by tax Zone here it's probably up in the null uh and yes there it is 6 33 25 for Lisa Woods that's the adjustment invoice and that's up here purely because of mean and what I did I didn't charge any tax on that I didn't put it in a tax Zone and therefore this report is doing exactly what I'm telling it to do and grouping it under the tax Zone null because it doesn't have one and we see that confirmed even on this Legacy report you see it's under non-taxable sales 633.25 that's the adjustment invoice and tax zone is unspecified so the numbers on these two reports now match and the total on this report I expected it to be the full total including the taxes it's actually the subtotal so 160 62 but that's okay because we have that kpi available to us over here so we're just comparing to this that's the subtotal 160 62. but over here on this nice shiny 2.0 report I can understand that I can hover over subtotal and understand exactly what that means over here on this Legacy report it's not calling it subtotal it's calling it total and I hover over that and nothing happened I have no explanation of how that's being calculated so I really really really I mean for everybody as much as you can get away from the Legacy reports the 2.0 reports are much much better more powerful easier to understand once you you know go through the leg work and and the learning curve of understanding how to use them to begin with you've also got these handy counts down here and sums and I can even change this to like the average or the minimum or maximum this is actually a gated feature because there's one little tweak that we need to make to it before we drop it to everybody we are planning to drop it to everybody but if that's something you want you can ask for that as well now you know what before I wrap up I can already see it I can already see it in the comments some some Legacy report apologist is going to come in here and they're going to say but Richard look how clean this Legacy report looks compared to how messy this 2.0 report looks okay but that's because this report isn't showing us any specific invoices which in my opinion is not a good thing and we can significantly clean up this report look we've got all these jobs here that have zero dollars in taxes and this is a tax report so do we care about those probably not so cool we can just go here to this tax column hit the filter icon and say is not equal to zero hit filter and doesn't that look a lot cleaner simply by using a filter one of the very powerful features available to us in 2.0 reports all right let's see did we solve all the problems yet um completed Revenue the adjustment Revenue issue appears in quite a few reports also when needing the completed Revenue line technician performance report M for example okay so again this is just a matter of using the right kpi now the technician performance report M uh that is let's see so there is a 2.0 version of that report that's what I'm assuming and hoping that you were using although I do think that the Legacy report might still be accessible yeah you can still get to the Legacy version so I'm gonna hope that you're using the 2.0 version because then we can change the kpis if if you're using this I mean my advice is just to use the other one because you can't change the kpis here you can change the kpis on the 2.0 version all right so here's the 2.0 version and your complaint was that the revenue kpi that's in here by default it's completed revenue does not include adjustment Revenue which we can see confirmed by hovering over this the last sentence there adjustment invoices are not included so it's telling us that but that's not what we want so we simply swap it out so we're going to hit edit columns here we're going to search for Revenue completed revenue is what's checked off now but that's not what we want so let's hover over invoiced Revenue let's make sure that that's what we want split adjusted some of prices of all income items from posted or exported invoices on jobs assigned to technician date filters correspond with the invoice date business unit filters corresponds with the invoice items business unit adjustment invoices are included okay so that could work but that's telling us that the job has to be posted or exported in order for it to reflect with that and maybe that's not what we want maybe it is but I'm going to assume that it's not so let's come down here to completed Revenue with adjustments that sounds promising some of completed revenue and adjustment Revenue I.E the sum of income on job invoices whose completion date is within the range and income on adjustment invoices counted against the technician whose invoice date is within range I think that's probably going to work for us so let's check that off puts it at the end here let's drag it further up kind of where the other Revenue one was whoops let go of it too early there we go let's run it for today because we know we have a job with adjustment Revenue today and there it is there's that job completed Revenue with adjustments 793.87 that's correct that's what I was expecting to see and with this kpi that invoice didn't need to be posted in order for me to see it here and now I'm just going to hit save changes and now that's the kpi that's in this report forever unless I change it so it's not like I have to remember to keep doing that every time it's done now there was one issue brought up where I have to concede I don't have a perfect solution this individual they wanted their technician performance report like average ticket kpi to include the adjustment invoice Revenue as well and I've looked and pretty much all of our average ticket related kpis do exclude adjustment Revenue you can hover over pretty much any of them and see it tells you somewhere in the description so right here on average ticket it's the last sentence adjustment invoice is not included now with that gated feature enabled for the dashboard that we talked about earlier in the video you do have this total job average kpi on the dashboard that includes the adjustment Revenue as well so 794. that's the only job this Tech ran today and so that's their total job average but total job average is different from opportunity job average I don't really know which one you're hoping for if it happens to be total job average then we're then we're in good shape but total job average is gonna mean even if the job was a non-opportunity it's still going to count against them in the total job average whereas it wouldn't in an opportunity job average but that one does exclude the adjustment Revenue anyways that's all I got for today hey let me know what you thought about this video it is a new kind of thing for me it's a little bit more laid back I know it's it's less less concise less well thought out because it's just me on the Fly kind of doing what I would otherwise do off camera but let me know if you like this and this provided some value to you appreciate it this [Music]