Skip to main content
Gainsight Inc.

Tier

  1. Last updated
  2. Save as PDF
This article helps admin add or customize your tier names.

This article helps admin add or customize your tier names.

Overview

Tiers help you categorize customers based on factors, such as  importance, engagement level, or business value. You can use numeric tiers, such as 1, 2, 3 or label-based tiers like Bronze, Silver, Gold and Platinum. Once configured, you can configure and apply these tiers in Staircase AI for segmentation and reporting.

Assign Tiers to Customers

The recommended way to assign tiers to customers is by syncing tier values from your CRM. To sync tier values from your CRM:

  1. Navigate to Settings > Configurations > Fields.
  2. Map the Tier field from your external system (such as Salesforce) using the Sync from Provider option.

    Sync from provider option
     
  3. Select the appropriate tier field from your CRM.
  • The field mapped from CRM or CSP must be a single-select picklist.
  • Multi-select picklists are not supported and do not function correctly.
  • When syncing tier values from your CRM, ensure that field names and values match your Staircase AI configuration to avoid sync issues. 

(Not Recommended) Manually Assigning Values in Staircase AI

If the required field is not available in your Customer Relationship Management (CRM) or Customer Success Platform (CSP), you can assign it manually in Staircase AI. This process must be completed account by account. Bulk import is not supported, and this method is not recommended as a best practice.

Add Tier Values

You can define your own tier labels within the Configurations settings in Staircase AI. To add tier values:

  1. Log into Staircase.ai.
  2. From the left navigation pane, click the Settings icon.
  3. In the Configurations tab, click Tier. The Customize your tier levels view appears. 
  4. Click Add tier.

    Add tier option in customize your tier level.
     
  5. In the Add tier dialog box, enter a tier name. For example: Bronze, Silver, Gold, Tier 1, Tier 2.
  6. Click Submit.

    Submit option in add tier.

Use consistent tier naming across your organization to improve filtering and segmentation in reporting.

Update a Tier Name

To update tier name: 

  1. In the Customize your tier levels view, click any existing tier levels. 
  2. Update the tier name as needed. 
  3. Click Update. 

    Update option to modify and save tier.

Delete a Tier Name

To delete any existing tier:

  1. In the Customize your tier levels view, click any existing tier levels. 
  2. Click the Delete icon next to the targeted tier. The Delete tier dialog box appears.

    Delete option for tier.
     
  3. Click Delete.

Manually Assign Tiers to Customers

You can manually assign a tier to an individual customer account in Staircase AI. To assign tier to an account: 

  1. Navigate to the desired Account > Settings > Account Details.
  2. In the Edit account history section, click the three-dots vertical menu.

    Edit account history with three dots menu.
     
  3. Click Edit. The Edit row dialog box appears. 
  4. Select the appropriate tier from the Tier dropdown list.

    the appropriate tier from the Tier dropdown list.
     
  5. Click Update.