Creating and Managing Quotes

Derek Torres
Derek Torres
  • Updated

ServiceTrade Quotes are designed to engage your customers online with sharp-looking Quotes that they can approve with a single click. This article will walk users through the processes of creating and managing Quotes.

Ways to Create a Quotes

There are two ways to create Quotes in ServiceTrade:

  • From any Location page, click "Add a Quote"
  • From any Deficiency page, click "Add to Quote"

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Video Walkthrough

Below is a video from our ServiceTrade Office Certification on Creating and Managing Quotes:

Creating a Quote from a Location

When you initially create a quote, you will only be asked basic information about the quote.

  1. On a Location page, click the Add a Quote button under the Action Menu. This will open a Create Quote menu.
  2. The Job Type field is required. This will determine the Job Type of the Job created, when you turn this approved quote into a job.
  3. The Service Contract determines the quote's item pricing and the salesperson's assignment.
  4. The Expiration Date acts as a reference for you and your customer. It will NOT void or cancel the quote after the expiration date has passed.
    Screenshot 2023-11-06 at 9.40.31 AM.png
  5. *Optional Click the Create a new service button to add a new service to the quote.
    • Adding a Service to a quote is highly recommended because Services and Deficiencies link the quote to a Job when Creating Jobs from Quotes. This can also be done after you create the quote.
  6. Click Create Quote to create a new Quote in "New" Status and take you to the Quote page.

Once the quote is created and in New status, you can:

Creating a Quote from a Deficiency

When you initially create a quote, you will only be asked basic information about the quote.

  1. On a Deficiency page, click the Add to Quote button under the Action Menu. This will open the Add to Quote menu.
  2. The first drop-down option allows you to Choose one of the quotes below or create a new quote. This defaults to "--Create a new Quote--".
    • If you want to add this deficiency to another existing quote for this service location, click the drop-down and select the relevant quote. All other menu options will disappear. Click Add to Quote to add the deficiency as a service on the existing quote. The deficiency's proposed solution will be entered as the Service Description.
  3. The Job Type field is required.
  4. The Service Contract determines the quote's item pricing and the salesperson's assignment.
  5. The Expiration Date acts as a reference for you and your customer. It will NOT void or cancel the quote after the expiration date has passed.
  6. The Asset will default to the Asset that was reported on the Deficiency.
  7. Select a Service Line. This will default to the Service Line selected on the Deficiency.
  8. Enter a Service Description. This will default to the Proposed Solution entered on the Deficiency.
    Screenshot 2023-11-06 at 9.45.06 AM.png
  9. Click Create Quote to create a new Quote in "New" Status and take you to the Quote page. A service will automatically be added that is tied to the original deficiency.

Once the quote is created and in New status, you can:

Adding a Quote Description

  1. On the Quote Page, click the +Add A Description button.
  2. Enter a Description.
  3. Click Save when done.

ST-Office-Quote_Add_Description.gif

Adding a Service or Deficiency to a Quote

Though not required, adding a Service to a quote is highly recommended because Services and Deficiencies are what link the quote to a Job when Creating Jobs from Quotes.

Adding a Service to a Quote

  1. On the Quote Page, click the +Add a Service button.
  2. Now you will enter information all required fields * about the new service:
    ST-Office-Quote_Add_Service.gif
  3. In addition to one-time Services, Quotes can also be used to create recurring Services. By changing the option "How often should this Service occur?" you can create Services that occur at a specified interval.
  4. You can also add Items that are grouped specifically to this service, by clicking the +Add Item button.
  5. Click Save when done.

Adding a Deficiency to a Quote

If you created a quote and need to add a deficiency as a repair service follow the instructions below:

  1. On the Quote Page, click the +Add a Service button.
  2. Click the Add Existing Deficiency toggle. This will open the Add Deficiency menu.
    Screenshot 2023-11-06 at 1.58.03 PM.png
  3. Click the Deficiency drop-down and select the relevant Deficiency you want to add.
    • If you want to add multiple deficiencies: You can click Select multiple deficiencies link. This allows you to check to select any or all relevant deficiencies that have been found at the quotes service location.
      Note: Services created in this way will not be assigned preferred technicians, expected durations, or expected prices, and service templates cannot be used. To make use of those features, you will need to create each deficiency repair service individually.
      Screenshot 2023-11-06 at 2.00.51 PM.png
  4. Enter all additional the additional fields.
  5. You can also add Items that are grouped specifically to this service, by clicking the +Add Item button.
  6. Click Save when done.

Adding Items to a Quote

Though not required, adding Line Items to a quote is an essential part of costing and pricing a quote in ServiceTrade.

  1. On the Quote Page, click Add Parts, Labor, and Items.
  2. Select an Item from the Item drop-down, or type in an ad-hoc item.
  3. Enter a Service Line, Quantity, Unit Cost (What the item cost your company), Unit Price (What the Item will cost your customer), and Tax status.
    • Note: Some information may pre-populate when selecting items from your Item's List.
  4. Repeat Steps 2-3 as many times as needed.
  5. Click Save when done.

ST-Office-Quote_Add_Items.gif

 

Managing a Quote

Once a quote has been created and you are on the Quote Page, you can manage the quote. 

Note: If these options are not available to you, reach out to your company's account admin to be granted the permissions to manage quotes. 

  1. On the Quote Page, click Manage Quote.
    Screenshot 2023-11-06 at 2.09.51 PM.png
  2. This will open the Manage Quote Menu, where you can make changes to the Quote's details.
    Screenshot 2023-11-06 at 2.09.16 PM.png
  3. Below is a table of the fields and their definitions. Make any relevant changes to the quote.
    Field Name Definition
    Quote Name

    Here you can enter the Quote's name.

    It will default to the following format:
    "Quote for [Job Type] at [Quote's Location name]"

    Quote for Job Type The Job Type for the Job that you are quoting.
    Contract

    The Service Contract determines the quote's item pricing and the salesperson's assignment.

    Quote Assigned To

    This is the person who acts as the Quote Manager or Admin. This defaults to the person who created the quote.

    This can be a Sales Manager. This can also be used if a Salesperson is out of office, and you need to assign someone else to monitor and respond to an active quote.

    • This user does not have to be a designated Salesperson in their User Settings.
    • This user can be the same as the Quote Salesperson.
    • This user can receive notifications when actions have taken place, if they have set that up in Notifications Settings.
    Quote Salesperson

    This is the Salesperson for this quote. This will default to the Salesperson on the selected Contract. If no contract is selected it will remain blank and will need to be selected.

    • This user does have to be a designated Salesperson in their User Settings.
    • This user can be the same as the Quote Assigned To user.
    • Account Admins can change the quote Salesperson.
    • This user can receive notifications when actions have taken. place, if they have set that up in Notifications Settings.
    Quote Office The Office that this quote belongs to.
    Customer PO The Customer Purchase Order Number.
    Expiration Date

    The Expiration Date acts as a reference for you and your customer. It will NOT void or cancel the quote after the expiration date has passed.

    Bill To

    This is the Company that you will bill for the work on the quote.

    This will default to the Service Location's Company. You can use this option to change the Bill To to another company.

  4. Click Update Quote when done.

Sending a Quote to a Customer

  1. Once the Quote has been fully built out, the Quote is then ready to be sent to your customer via the blue Send to Customer button.
    ST-Office-Quote_Actions.png
  2. Once the Contact has been selected and the email sent, your Customer will receive an email indicating that a Quote is ready to be viewed. From the History tab of the Quote, you will be able to monitor the customer's status as they view, approve, and/or request changes for the Quote.
  3. Once the Quote is approved, you will be able to use the Quote to create a job.

Quote Status Definitions

Some of the statuses below are only available via the Quote List Search Page.

Any status that is only available via the Quote List page will be marked with a blue asterisk (*)

Quote Status Definition
New Is a newly created Quote that has no changes made to the Quote.
Draft Is a Quote that a user has entered any information in the Quote Description, Services, Parts, Labor, or Items sections. You may also see a Quote return to this status if a customer requests changes to the Quote.
Submitted and Viewed* Is a Quote that has been sent to the customer and viewed.
Submitted but not Viewed* Is a Quote that has been sent to the customer, but not viewed.
Approved Is a Quote that has been accepted by the customer.
Rejected Is a Quote that you have marked as "Rejected" on the quote page.
Note: A customer can respond to your quote via the "Request Changes" button on the their quote email and write in "Rejected," but you must manually mark the Quote as "Rejected" on the corresponding quote page.
Canceled

A Quote that a customer has not responded to.

Note: This status requires the ServiceTrade user to cancel the Quote.)

Approved without Job*

Is a Quote that was approved by the customer but has not been associated with an existing or new Job.

Note: A Quote MUST have a service or deficiency in order to be linked to a Job when creating a Job from a Quote.)

Approved Without Non-Cancelled Job* Is an approved Quote that has never been attached to any Job, or has only been attached to Jobs that are now canceled.
Actionable by vendor* Is a Quote that has not been submitted to a customer or the customer has not requested changes for.

Note: We do not notify the customer of changes post-approval.  You will need to either submit the Quote to them for re-approval or discuss any changes with them, then click the "approve" green button. 

 

FAQs

Can I create a Quote directly from a Job?

See the beginning of this article for the two current ways to create a Quote.

How do I name or rename a Quote?

If a quote is in "New" or "Draft" Status, click Manage Quote in the upper right part of the screen. This will give you various advanced options for the Quote, including the ability to rename it.

How do I delete a Quote?

Click the red Cancel button. The canceled Quote will remain on the historical record for that Location.

How is sales tax determined?

ServiceTrade provides combined county tax rates based on the zip code of the Location's address.

Additionally, when creating or editing a Location, you now have the ability to assign a Sales Tax Group based on location assignment rather than Zip Code. The selected Sales Tax Group will be used for all Invoices and Quotes created for this location. This is useful for Jurisdictions in states such as Washington and Louisiana, whose tax rates are not always determined by Zip Code alone.

Note: The selected Sales Tax Group will override the Location's Zip Code Sales Tax Group assignment. 

On your Quote, you may use the taxable checkboxes to indicate whether each item is taxable. If using library items (items from your master item list), we will look up the taxable status of that item from your account's master item list.

How do I show a discount on a Quote?

ServiceTrade has no concept of discounts as a special thing.

You may wish to have a library item called "Discount" (or many different ones) or type "Discount" as an item on your Quote.

Enter a negative price to signify that this is being taken off the Quote.

What is the difference between removing a Service from a Quote and deleting the Service?

When you add a Deficiency to a Quote, you create a Service. Deleting a Service deletes that Service completely. It is gone everywhere.

Remove from Quote means that the Service is no longer on the Quote, but will still show as an open Service on the Location page, or as a suggested Service if you click Add Job from the Location page or scheduler. 

What does 'History' show me in a Quote?

This video goes into detail about Quote history.

The viewer and their IP address(es) are clearly displayed any time they view, request changes to, or approve the Quote.

My Quote got approved by two different IP addresses.  What does that mean?

It most likely did not. If you check the history more carefully, someone probably viewed the Quote on one device (such as their phone), then waited to approve it when they were back at their desk. 

How can I get rid of suggested Deficiencies?

Any Deficiency with a new status and resolution on that Location will continue to display in the suggested Deficiencies list when adding Deficiencies to a Quote.

To trim this list down, you should either Quote Deficiencies or review them ASAP (marking them as invalid, customer notified, etc).  They will then fall off of these lists. 

How do I edit an approved Quote?

If the approved Quote has not yet been added to a new or existing Job, click the "Re-Open Quote" button on the right side of the Quote page.

If the approved Quote has been added to a new or existing Job, you will need to disassociate it from the Job first. 

To do this, note the Job link in the top right of the Quote Page.

  1. Right-click the Job link in the top right of the Quote Page, and select "Open in a new tab".  
  2. On the Job page, look through the Service(s) on the Job. Any Service(s) that came from the Quote will have a link to the Quote within them.  
  3. To disassociate the Quote from this Job, you will need to click the gear on each Service that came from a Quote, then click "remove from Job".
  4.  Repeat Steps 2-3 until no Services remain from the Quote you are about to edit.  
  5. Return to the Quote and refresh/reload the page.  You should notice the Job link in the top right is now gone, and the "Re-Open Quote" button on the right side of the page is now able to be clicked.

Does the customer see costs or gross margins?

  • They do not. Costs and margins do not show when printing or emailing any ServiceTrade document, as they are for internal viewing only.

Can I add a comment to the Quote, and will the customer see it?

Quote comments that are set to "everyone" will be seen by the customer if they view the Quote again. The customer does not get an email that you added a comment, however.

Can ServiceTrade automatically resend quotes?

Note: This feature is only available to Premium and Enterprise Subscription customers. Please reach out to your Account Manager at am@servicetrade.com

Yes, follow the instructions below to setup this up.

  1. On the Navigation Bar, click your Profile Picture.
  2. Click Account Settings.
  3. Click to expand the Account Preferences accordion .
  4. Click to check Yes or No, in the Enable Quotes Auto Resend option.
    • If you choose "Yes", Quotes in the Submitted status will be automatically resent as they reach the date parameters set by your company. Quotes will be resent to the same recipients with all the specifications, including the email body, as in the initial communication. Go to Step 5.
    • If you choose "No", no actions will be taken. Skip to Step 6.
  5. Select from the Days drop-down menu the number of days prior to the quote's expiration that you want it to auto-resend.
  6. Click Save when done.

Note: These Quotes will send at 7 am UTC, which is 3 am EST.

Can I add Company External IDs to Quotes?

In your Account Settings, you can now add up to two existing external customer IDs on customer Quotes. These external IDs will be visible in a new section called Additional Customer Information in both the Portal and Print/PDF View.

  1. For this to work, you need to have one or more External Systems added to your account and External System IDs added for the Company you want to quote.
    External Systems.png
  2. You will also need to update your Account Settings. To do so, click on your Profile Picture and then click on Account Settings.
  3. Click to expand the Account Preferences menu.
  4. A new option is available called Display External Customer IDs.
    • Here, you can select from a drop-down up to two ID # External Systems you want to display on customer material.
      Screenshot-2024-01-09-at-2-21-02-PM.jpeg
  5. Once selected, you must check if you want them to be displayed on Quotes.
  6. When done, click Save.

For customers with External Customer IDs, you will see the following External IDs at the bottom of their printed/pdf or portal quotes:

Additional Customer Information.png

Can I fully customize the look and feel of my Quote? Like an Email Template?

You cannot currently create email templates and/or fully customize the look and feel of your Quotes.

You can control which comments and file attachments appear on your quote via the toggles on the send quote page. Additionally, you can use the Detail Level for Customer dropdown setting to control how much or how little information regarding quote items and pricing are visible to your customer.

Can I add multiple Deficiencies to a Quote?

Yes! Please read the Adding a Deficiencies to a Quote section to learn more.

 

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