SALESFORCE-LOYALTY-MANAGEMENT Online Practice Questions and Answers

Correct Answer: B

To enable real-time updates of point balances in a points-based Loyalty Program, the Salesforce Administrator should:

Option B"Enable Real-Time Update of Qualifying Points Balance." This feature ensures that any changes to a member's qualifying points balance are immediately reflected, allowing for real-time communication of point updates. Reference:

Salesforce Loyalty Management documentation on point balance management outlines features and configurations for real-time updates of qualifying points balances, ensuring members are promptly informed of changes.

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: D

Integrating Marketing Cloud Personalization with Loyalty Management serves the crucial business use case of offering real-time promotions to customers. This integration allows for the dynamic presentation of personalized offers and promotions to loyalty members based on their current interactions, preferences, and loyalty status. By leveraging real-time data and personalized content, businesses can enhance customer engagement, encourage repeat purchases, and foster a deeper connection with their brand, ultimately driving loyalty program success and customer satisfaction.

Correct Answer: B

To enable agents to view Loyalty Program Member information on a Case record in Service Cloud, the IT Administrator shouldOn the Case Page Layout, add the 'View Member Profile' component and select the required Related Lists from Loyalty Program Member (B). Thiscomponent allows for the display of relevant Loyalty Program Member information directly within the context of a Case record, enhancing the service agent's ability to access pertinent loyalty information while managing customer cases.

Correct Answer: A

To add a new accrual and redemption partner to a Loyalty program in Salesforce Loyalty Management, the steps are:

Enter the program partner name > Associate to an account > Set program partner type to `Both' (Accrual and Redemption) (A):This process involves identifying the new partner by name, associating them with a specific account in Salesforce

to link their business details, and defining their role in the loyalty program as both an accrual and redemption partner. This ensures that thepartner can both award points to members for eligible transactions and redeem points for rewards,

enhancing the program's value and appeal to members. Options B, C, and D offer variations that do not align with the standard process for adding a new partner in Salesforce Loyalty Management. The correct procedure involves associating

the partner with an account (not just a contact) and specifying their role in terms of point accrual and redemption to ensure clear and effective partnership management within the program.

Salesforce Loyalty Management documentation provides guidelines on adding and managing program partners, including the steps to integrate new partners effectively, ensuring they contribute positively to the loyalty program's goals and

member experiences.

Correct Answer: BD

To meet the specifications of resetting the qualifying period once a year on the 31st of March and not extending the member tier upon expiration, the Consultant should configure the Loyalty tier groups with a Tier-model = fixed and Extend Expiration = no extension. The fixed tier model ensures that the qualifying period and tier criteria remain constant over time, while the 'no extension' setting ensures that member tiers do not automatically extend beyond their expiration date. This configuration aligns with the requirement for a clear, annual reset and non-extension of tier status, ensuring a consistent and predictable tier progression structure within the Loyalty Program.

Correct Answer: D

To segment and identify specific tier members for a journey within Marketing Cloud, it's essential to synchronize the right objects from Salesforce to Marketing Cloud. Synchronizing the 'Contact' object ensures that the basic member information is available. The 'Loyalty Program Member' object provides detailed information about the member's involvement in the loyalty program, and the 'Loyalty Member Tier' object offers insights into the member's current tier status. This setup allows for precise targeting and personalization of marketing efforts aimed at encouraging Loyalty Tier B customers to ascend to Loyalty Tier A, thereby enhancing member engagement and program value.

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: D

For integrating a custom object "Member TierUpdate_c" with a journey in Salesforce Marketing Cloud for real-time tier change notifications, the correct data source option is:

Option D"Salesforce Data" as the Entry Source, with the custom object "Member TierUpdate_c" as the data source. This option allows for real-time triggering of journeys in Marketing Cloud based on updates to Salesforce records, in this

case, the "Member TierUpdate_c" object which tracks tier upgrades. Options A and B do not correctly target the custom object designed to track tier changes.

Option C, using a "Data-Extension," would not provide the real-time integration needed for immediate email notifications upon tier changes. Reference: Salesforce Marketing Cloud documentation on journey configuration and Salesforce Data

as an Entry Source provides insights into how Salesforce objects can trigger journeys based on record updates.