Staircase AI integrates with Salesforce to pull in client and account data to ensure your active client details remain up to date in both platforms. Staircase AI can also send engagement and sentiment metrics back to SFDC (optional).
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' (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' 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 'tier' or 'journey phase' to help ID clients you wish to pull into Staircase AI, you can create a new 'Staircase AI Sync' field. This new field must be picklist type only.
* Adding churned data will allow us to run our churn prediction and root cause analysis model on the data to help identify early warning signals we can then apply 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.
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.
