Staircase AI integrates with Salesforce to pull in client data to ensure your active client details remain up to date. Staircase AI can also send engagement, sentiment, and other calculated metrics back to SFDC (optional but recommended).
Step 1
Login to Staircase AI, click the cog on the left side bar and select 'Integrations'. Choose the Salesforce card, enter your SFDC subdomain, and select 'Connect' (note: this action requires the user to have both Staircase AI* and SFDC Admin permissions*).
*Staircase AI permissions can be updated by your Admin in the 'Users & Permission' settings page.
Step 2
Once the connection is established, you'll select which customer accounts you want pulled into Staircase AI from SFDC, as well as if those accounts should be designated as 'active', 'prospect', or 'churned*'.
In the 'Active customer field' dropdown - select which field in SFDC is used to designate current account status (churned, active, etc.). Ex: Account Status
Then, select from the list of tags associated with that field in both the 'active' and 'churn' values drop downs. Ex: Active values = Active, New, Live, Onboarding, Tier 1 and Inactive values = Churned, Inactive. Any options not selected in the active and churn values drop downs will not be pulled into Staircase AI from SFDC.
So, for example, if you only wanted to pull in your Tier 1 and 2 accounts, you would add those to the 'active values' field and then you would not select the remaining tiers from the list in either active or churn value fields. This would ensure only your Tier 1 and 2 accounts are pulled into Staircase AI and the remaining accounts are not.
If you cannot select something existing like 'status', 'tier', or 'journey phase' to help ID accounts you wish to pull into Staircase AI, you can create a new 'Staircase AI Sync' field. This new field must be single select pick-list type only (y/n value).
* Adding churned data will allow Staircase AI to run a churn prediction and root cause analysis model to help identify early warning signals that can then be applied to your current customer base to uncover risk potential much earlier.
Step 3
Next, select and map the fields you want to bring into Staircase AI from SFDC and/or push from Staircase AI to SFDC using the steps here.
Service Cloud Ticket Sync
Staircase AI supports syncing Salesforce Service Cloud tickets independently of your primary CRM. This feature allows you to use your preferred CRM, such as Gainsight CS, while continuing to access Salesforce Service Cloud ticket data. It enables seamless integration for teams using both Staircase AI and Gainsight, helping accelerate adoption and value in complex CRM environments.
Prerequisites
Users must sync Gainsight CS as their primary CRM before proceeding. For more information on connecting Gainsight CS as a CRM, refer to the Gainsight article.
Note: This is available to all users with valid Salesforce Service Cloud access.
Sync Salesforce Service Cloud Tickets
Follow the steps below to sync service cloud tickets:
Navigate to Settings > Integrations > Salesforce.
From the Tickets section, select the Synchronize Salesforce cases as tickets in Staircase AI checkbox.
Note: By default, the Sync the Standard comment of the Salesforce cases to ticket comments checkbox is selected. Uncheck this option if you don’t want to sync the standard comments from Salesforce cases to ticket comments in Staircase AI.(Optional) Select the Convert email messages related to Salesforce cases to ticket comments checkbox if ticket content does not populate as expected.
Click Save.
The systems connect and pull in data. Entries typically appear under Submitted Tickets within a few hours, and ticket details populate accordingly.
FAQ
How often does the sync occur between SFDC and Staircase AI?
The sync runs periodically multiple times through the day. This will ensure any accounts added to SDFC are captured in Staircase AI. Any accounts being updated in SFDC to be removed from Staircase AI will be removed at the cadence per the configured setting (1 day, 2 days, 3 days, etc.).
How does Staircase AI know what domain(s) to pull in for an account from SFDC?
Staircase AI looks for the most dominant domain present in the company's contact list in SFDC. This domain is pulled into Staircase AI with the account. Staircase AI will also add secondary domains to an account if multiple domains are present in the contact list.
In order for a secondary domain to be pulled in - it must meet two criteria
1. That it has 3 or more contacts with that domain associated to the company in SFDC.
2. That it is a unique domain (not shared between two or more customer accounts).
To Disconnect
Login, click the cog from the left side panel, and select the Integrations page. Choose the Salesforce card and click 'Disconnect'. This will disconnect the sync between the two systems and nothing will be exchanged moving forward. Data already in Staircase AI can be preserved or deleted as desired.
