SALESFORCE-LOYALTY-MANAGEMENT Online Practice Questions and Answers

Correct Answer: AD

Incorporating a targeted strategy in a Loyalty Program can lead to the following benefits:

Personalized digital marketing (A):A targeted strategy allows for more personalized communication and offers, tailored to the specific behaviors, preferences, and tiers of loyalty program members, enhancing member engagement and

program effectiveness.

Data-based segmentation strategy (D):By leveraging data to segment the loyalty program members, the program can deliver more relevant and appealing offers and communications, increasing member satisfaction and program participation.

Automatically archiving transaction journey data (option B) is more of a data management practice and not directly a benefit of running a targeted strategy. Rewarding customers based on their tiers (option C) is a common practice in loyalty

programs but does not specifically result from implementing a targeted strategy. Salesforce documentation on Loyalty Management would detail the advantages of implementing targeted strategies within loyalty programs, including how to

leverage Salesforce tools for personalized marketing and data-driven segmentation.

Correct Answer: C

To classify the different accrual transaction journals based on the various ways members can accrue points, the Salesforce Administrator should create a Journal Type for each case (e.g., Enrollment Bonus, Member Referral, Flight Purchase, Additional Profile Information). Journal Types in Salesforce Loyalty Management are used to categorize transaction journals according to the nature of the transaction, allowing for organized tracking and reporting of different types of point accrual activities. This configuration facilitates clear differentiation and management of the diverse ways in which members can earn points within the Loyalty Program

Correct Answer: AD

To introduce program members to the "Summer Sales" promotional campaign and send email communication via Marketing Cloud with minimal configuration effort, the required actions within the org would be:

"Add Segments" within the "Promotion Segments" section of the "Summer Sales" Promotion (A):This action allows for the direct association of specific member segments to the promotion, enabling targeted communication and engagement

with minimal effort.

Create a new segment within CDP (D):By creating a new segment within the Customer Data Platform (CDP), you can easily define and manage the group of loyalty program members who qualify for the "Summer Sales" promotion.

Thissegment can then be used in conjunction with Marketing Cloud for targeted email campaigns.

Options B and C, involving adding segmented loyalty program members to new campaigns and creating custom reports, are not as directly related to the goal of minimal configuration effort for introducing members to the promotion and

communicating via Marketing Cloud. Salesforce documentation on Loyalty Management, CDP, and Marketing Cloud integration would provide insights into efficiently setting up promotions and communicating with targeted segments of loyalty

program members.

Correct Answer: BCD

When creating and managing member groups in Salesforce Loyalty Management, administrators should consider the following key facts: Groups are associated with tiers (A):This statement is not necessarily true as groups can be created for various purposes, not just tied to specific tiers. Groups can be used to segment members for targeted promotions, communications, or benefits irrespective of their tier status. Accrual type transactions associated with a group can be canceled (B):This is an important consideration as it implies that transactions contributing to a group's accrual points can be adjusted or canceled if necessary, affecting the group's total points and potentially members' benefits. Qualifying points can't be transferred to a group (C):This is a critical consideration because it highlights the limitation that individual member's qualifying points cannot be directly transferred into a group's pool of points. Thisensures the integrity of qualifying points for tier progression and other individual benefits. Vouchers can't be issued to groups (D):This is another important consideration. While individual members within a group can receive vouchers, a voucher cannot be issued at the group level. This ensures that benefits are tailored and distributed to individual members, maintaining personalization in the loyalty program. Promotions can't be offered to groups (E):This statement is incorrect. Promotions can indeed be targeted at specific groups, allowing for more tailored marketing efforts and member engagement strategies within the loyalty program. References to Salesforce documentation on Loyalty Management would provide detailed guidelines on how to effectively create, manage, and leverage member groups within a loyalty program, ensuring that administrators are well-informed of these considerations.

Correct Answer: B

To restore expired points for a member in a Loyalty program with a fixed model expiration for non-qualifying points and set them to expire in the next two months, the Member Services Agent should:

Use 'Adjust Points' action on Loyalty Program Member page to credit points and select the Points Expiration Date as two months from the current date (B):This action allows for the direct adjustment of the member's points balance, including

the ability to specify a new expiration date for the credited points. It's a straightforward and effective way to restore expired points and set a new expiration date, aligning with the member's request. Deleting the transaction journal that expired

the points (option A), editing the 'Credit' ledgers (option C), or editing the Loyalty Member Currency record (option D) are not standard practices for restoring expired points and setting a new expiration date in Salesforce Loyalty Management.

Salesforce documentation on Loyalty Management would detail the process for adjusting points, including how to handle requests for restoring expired points and setting new expiration dates, ensuring member satisfaction and program

integrity.

Correct Answer: AC

To address the issue of missing promotion vouchers for members who purchased coats, the Loyalty Administrator should review:

A:Ensure the promotion has been accurately created with the right characteristics and dates, and that the Voucher Definition is correctly associated. This verifies that the promotion is set up to trigger the desired rewards (hat and gloves) for

qualifying purchases (coat).

C:Confirm that the flow intended to apply the promotion is active and properly configured. This flow is responsible for detecting qualifying transactions and applying the voucher to the member's account.

Reference: Salesforce Loyalty Management documentation emphasizes the importance of accurate promotion setup and the role of automation flows in applying promotions to eligible transactions.

Correct Answer: B

To enable the Data Processing Engine for processing tier assessment rules on members' anniversary dates, the required permission set is: Data Pipelines Base User (B):This permission set grants the necessary access to configure and manage Data Processing Engine definitions, allowing for the transformation of Salesforce data and the writing back of transformation results as new or updated records. This capability is crucial for automating tier assessments and other data-intensive processes within Salesforce Loyalty Management. Options A (CLA Analytics Base Admin), C (Rule Engine Designer), and D (Loyalty Analytics Admin) do not specifically pertain to enabling the Data Processing Engine for tier assessment and other data processing tasks within Loyalty Management. Salesforce documentation on Loyalty Management and Data Processing Engine would provide insights into the required permissions and best practices for setting up and managing data transformations and tier assessments within a loyalty program.

Correct Answer: D

To integrate Marketing Cloud with Loyalty Management for creating journeys for promotions, the most effective method is:

Option D"Use Marketing Cloud Connect." Marketing Cloud Connect integrates Salesforce CRM data with Marketing Cloud, allowing for the creation of targeted, personalized journeys based on Salesforce data, including Loyalty Management

data.

Reference: Salesforce Marketing Cloud documentation on Marketing Cloud Connect outlines how it enables integration with Salesforce CRM, facilitating the use of CRM data, including Loyalty Management data, in Marketing Cloud journeys.

Correct Answer: D

To develop an InApp-Dashboard showing top and bottom agent performers in the Loyalty call center, the most suitable dashboard available through the Analytics Studio tool is the:

Loyalty Member Services Dashboard (D):This dashboard is designed to track the performance of agents interacting with loyalty program members, including metrics like the number of members assisted, customer satisfaction scores, and

modifications made by agents. It provides insights into agent performance and service quality in the context of loyalty member services. The Program Manager Home Dashboard (option A), Member Services Manager Home Dashboard

(option B), and Team Performance Dashboard (option C) may contain relevant metrics but are not specifically tailored to tracking individual agent performance in the context of loyalty member services.

Salesforce documentation on Analytics for Loyalty would provide information on available dashboards and their intended use cases, including how to customize and leverage them for specific analytical needs, such as tracking call center

agent performance.

Correct Answer: D

For migrating "members-record" from an SQL database into Salesforce Loyalty Management, the correct combination of objects to use is:

D:"LoyaltyProgramMember," "LoyaltyMemberTier," "LoyaltyMemberCurrency," "Contact," and "Account" Object. This combination covers all necessary aspects of Loyalty Program members' records, including personal information, tier status,

and point balances.

Reference: Salesforce Loyalty Management documentation on data model and object relationships provides a comprehensive overview of how different aspects of Loyalty Program members' information are structured within the Salesforce

ecosystem.