SALESFORCE-LOYALTY-MANAGEMENT Online Practice Questions and Answers

Correct Answer: CD

To communicate a new Promotion to eligible Loyalty Program members, Northern Trail Outfitters can utilize integrated Salesforce applications such as:

Option C:Salesforce Customer Data Platform (CDP), which allows for the aggregation and management of customer data, enabling targeted communication based on member attributes and behaviors.

Option D:Salesforce Marketing Cloud, which offers robust email marketing and customer engagement tools. By integrating Loyalty Management data with Marketing Cloud, NTO can create personalized and targeted email campaigns to

inform members about new promotions.

Reference: Salesforce documentation on Customer Data Platform and Marketing Cloud provides guidelines on how these platforms can be integrated with Loyalty Management to enable targeted and personalized communication with Loyalty

Program members.

Correct Answer: BD

To monitor members' tier history in the dashboards from the Analytics Studio App, the two fields that need to be enabled in field history tracking on the Loyalty Member Tier object are:

Change Reason Type (B):This field captures the type of change (e.g., manual adjustment, system-generated change) that led to the tier change, providing context for the tier history.

Reason for Change (D):This field provides specific reasons for the tier change, offering detailed insights into why a member's tier was adjusted, which is valuable information for analyzing member behavior and program effectiveness. Option

A (Loyalty Tier Group) and Option C (Loyalty Tier) are important fields for understanding tier structures and member status, but they do not specifically relate to tracking changes or the reasons behind tier history, which are crucial for

analytical purposes.

Salesforce documentation on Loyalty Management and Analytics would provide guidance on configuring field history tracking and leveraging Analytics Studio to create insightful dashboards that monitor and analyze members' tier history,

aiding in strategic decision- making and program optimization.

Correct Answer: C

For a member who joins the NTO Insider program in the Silver tier and gets upgraded to the Gold tier on March 16, 2023, the new expiry date after the tier upgrade would beDecember 31, 2024 (C). This is because the tier group is defined with a Fixed Modeland a Period of one year, with the Qualifying Points reset date set at December 31, 2022, and a frequency of one year. The Extend Expiration setting being tied to the Qualifying Points Reset Date means that regardless of when the tier upgrade occurs within the year, the expiration of the new tier status aligns with the annual reset date, extending to the end of the following reset period, which would be December 31, 2024. This approach ensures that members who achieve a higher tier partway through the year enjoy the benefits of that tier for the remainder of the current year plus the entire next year, providing a full year's benefit from the point of the annual reset. Salesforce documentation on Loyalty Management would outline the functionality and configuration options for tier groups, tier upgrades, and expiration settings, guiding administrators on setting these up to meet the program's strategic objectives and ensure clarity and fairness for members.

Correct Answer: BD

When configuring a new user account in Marketing Cloud for integration with Salesforce Loyalty Management, the Consultant must ensure toGrant access to the correct business unit (B)andEnable API access (D). Access to the correct business unit is necessary to ensure that the user has access to the relevant data and functionalities within Marketing Cloud. API access is essential for the technical integration, allowing for communication between Salesforce Loyalty Management and Marketing Cloud.

Correct Answer: A

To automate the current redemption process for non-qualifying points based on various criteria like products, regions, available dates, and tiers, the Administrator needs to firstCreate a decision table with input and output values (A). A decision table in Salesforce Loyalty Management allows for the specification of complex redemption rules and conditions in a structured format, making it the foundational step in automating the redemption process. This table will define how non-qualifying points can be redeemed under different scenarios, serving as the basis for the automated redemption logic.

Correct Answer: AD

When designing an experiential Loyalty Program, the recommended objects to use for tracking member activities with the program are:

Loyalty Ledger and Transaction Journal (A):The Loyalty Ledger tracks the overall balance of a member's points or currencies, while the Transaction Journal records all point-related transactions, including accruals, redemptions, and

adjustments. Together, these objects provide a comprehensive view of a member's interactions and engagements with the loyalty program.

Journal Type and Journal Subtype (D):These objects allow for the categorization and sub-categorization of transactions within the Transaction Journal, making it possible to track different types of member activities and engagements within the

program, such as event attendance, purchases, or other actions. Options B (Loyalty Member Currency and Transaction Journal) and C (Transaction Journal Type and Transaction Journal Subtype) are partially correct but do not fully capture the

recommended best practices for tracking member activities in an experiential loyalty program.

Salesforce documentation on Loyalty Management would detail the use of these objects and best practices for tracking and managing member activities within a loyalty program, ensuring a rich and engaging member experience.

Correct Answer: A

When a user cannot access a Loyalty Member Portal, the Loyalty Administrator can verify the issue by checking if the user profile has access to the new portal1. This can be done through Workspaces1. The Salesforce admin enables Loyalty Management in the org and users can create profiles and assign permissions to access the loyalty application as appropriate2. If the user profile does not have the necessary permissions, they will not be able to access the portal12. Therefore, it's important to ensure that the user profile has the correct permissions for the new Loyalty Member Portal12.

Correct Answer: B

Salesforce Loyalty Management offers two types of currency out-of-the-box that can be configured to accomplish the company's objectives for rewarding members based on purchases and engagement:

Non-Qualifying Points and Qualifying Points (B):Non-Qualifying Points are typically used for redemption purposes, allowing members to redeem these points for rewards or benefits. Qualifying Points, on the other hand, are often used to

determine a member's tier or status within the loyalty program, often based on their purchases or engagement activities.

Fixed Model and Activity Model (option A), Activity Points (option C), and Fixed Model in combination with Qualifying Points (option D) are not types of currency offered by Salesforce Loyalty Management. The system specifically uses Non-

Qualifying and Qualifying Points to differentiate between points that contribute to tier status and those available for redemption.

Salesforce documentation on Loyalty Management would detail the configuration and use of these currencies within a loyalty program, including how they can be tailored to meet specific program objectives.

Correct Answer: AB

Within the Salesforce Customer Data Platform (CDP), the Loyalty Program entity is attributed with various fields that help in managing and analyzing the loyalty program's performance. Two essential fields attributed to this entity are Created

Date and Last Modified Date.

The Created Date field records the timestamp when the Loyalty Program entity was initially created in the system, providing a reference point for the program's inception. The Last Modified Date field, on the other hand, keeps track of the most

recent update made to the Loyalty Program entity, offering insights into the program's maintenance and evolution over time.

These fields are crucial for administrative and analytical purposes, allowing businesses to monitor the lifecycle of their loyalty programs and make data-driven decisions based on the program's history and modifications.

Correct Answer: A

When a support agent needs to compensate a customer with a 50% discount for an out-of-stock item, such as the free t-shirt in this scenario, the best course of action within Salesforce Loyalty Management is to use the"Issue Voucher" flow template (A). Use the "Issue Voucher" flow template:This flow template is designed to streamline the process of issuing vouchers directly to loyalty program members. It allows for the customization of the voucher's value, conditions, and validity,making it an ideal solution for offering a 50% discount valid for one year to the upset customer. The options B, C, and D, such as activating the voucher assignment batch, issuing a voucher from the Loyalty Program Member page, or assigning a voucher definition from the customer's Loyalty Program Member page, are not as straightforward or appropriate for this specific customer service scenario. The "Issue Voucher" flow template is explicitly designed for such cases, providing a guided, efficient, and customer-centric approach to voucher issuance. The official Salesforce documentation on Loyalty Management provides detailed instructions and best practices on using flow templates, including the "Issue Voucher" flow, to enhance customer experience and satisfaction within a loyalty program.