Salesforce Salesforce Certifications SALESFORCE-LOYALTY-MANAGEMENT Questions & Answers

• Question 11:

  A total group wants to implement a Loyalty program that gives its members points based on the numbers of nights per stay each time members visit one of its hotels.

  Once a customer reaches 1000 points, members can redeem points with any hotel within the hotel group. The points can be converted to cover the cost of one night's stay on the next visit. The hotel group hopes this incentive will encourage its members to book more frequently, increasing revenue.

  Which type of currency should a Loyalty Consultant use to set up the Loyalty program to accomplish the hotel group's goals?

  A. Qualifying Points

  B. Tier Qualifying Points

  C. Non-Qualifying and Qualifying Points

  D. Non-Qualifying Points

  Correct Answer: D

  To accomplish the hotel group's goals, a Loyalty Consultant should use Non- Qualifying Points as the currency type for the Loyalty program. Non-Qualifying Points are ideal for rewards that do not contribute to tier progression but can be redeemed for benefits, such as a free night's stay. This setup allows members to earn points based on their stays, which can then be redeemed for rewards within the hotel group, encouraging more frequent bookings and enhancing member loyalty.

• Question 12:

  A company has recently rolled out a Loyalty Program with three tiers. The company decided to offer personalized benefits based on customer behavior.

  How will the personalized benefits be display for each Loyalty Program member?

  A. On the Loyalty Member Tier Benefit Related List, linked to Loyalty Program Member

  B. On the Member Benefit Related List, linked to Loyalty Program Member

  C. On the Transaction Journal Related List, Linked to Loyalty Program Member

  D. On the Voucher Related List, linked to Loyalty Program member

  Correct Answer: B

  Personalized benefits for each Loyalty Program member can be displayedOn the Member Benefit Related List, linked to Loyalty Program Member (B). This related list can be configured on the Loyalty Program Member page layout to show the specific benefits that a member is entitled to, based on their tier and personalized criteria. This setup allows for a clearand organized display of benefits, making it easy for members and administrators to understand the perks associated with each member's status.

• Question 13:

  A Customer Support Manager noticed that the customers supportteam'sperformance decreased since the company rolled out the Loyalty Program. The customer Support Agents complain that finding information about the Loyalty Program Member takes a lot of the time.

  What is the standard solution to display the information regarding theLoyalty?

  Program Member on the case detail page?

  A. Create formula fields on Case Object

  B. Create a Screen Flow

  C. Embed Loyalty Member Profile Cards

  D. Develop a custom component

  Correct Answer: C

  To efficiently display information about the Loyalty Program Member on the case detail page, embedding Loyalty Member Profile Cards is a standard solution. These profile cards are designed to provide a concise and comprehensive view of the member's loyalty information, including membership details, points balance, tier status, and recent transactions, directly within the context of a case. This allows customer support agents to quickly access relevant loyalty information without navigating away from the case record, improving efficiency and enabling better support. Salesforce documentation suggests using embedded components like profile cards to enhance user experience and access to information within record pages.

• Question 14:

  A company has recently rolled out the Loyalty Program in the production environment. The Loyalty Manager is unable to edit any Loyalty Management objects.

  What permission set license is required to edit the Loyalty Management Objects?

  A. CLAAnalytics Base User

  B. Loyalty Management

  C. Data Pipelines Base User

  D. CLAAnalytics Base Admin

  Correct Answer: B

  To edit Loyalty Management objects, the "Loyalty Management" permission set license is required. This license grants users the necessary permissions to access and modify Loyalty Management-specific data and configurations. Option

  B"Loyalty Management" is the correct answer as it directly relates to the permissions needed to work with Loyalty Program configurations and objects within Salesforce.

  Options A, C, and D pertain to analytics and data pipeline functionalities and do not grant permissions to edit Loyalty Management objects. Reference: Salesforce Help Documentation, specifically the section on Loyalty Management, outlines

  the required permission set licenses for different functionalities within Loyalty Management.

• Question 15:

  The Loyalty Administrator for Northern Trail Outfitters (NTO) insider program defines tier groups- Status Tier Group with a Fixed model and period of one year.

  The three tier are defined =Silver (base), Golden (next tier), and Platinum (the highest tier)

  Extend Expiration for this tier group is Qualifying Points Reset Date.

  A member joins NTO insider in the Silver tier and, after a year of engagement,gets upgraded to the Gold tieron March 16 2023.

  Which date would be the new Expiry date or this member after the tier is upgraded to Gold?

  A. December 31, 2024

  B. March 31 2024

  C. December 31, 2023

  D. March 16, 2020.

  Correct Answer: B

  The new expiry date for the member after being upgraded to the Gold tier would be March 31, 2024. In Salesforce Loyalty Management, when a member is upgraded to a new tier, the expiry date is set based on the tier's fixed model and period. Since the member was upgraded on March 16, 2023, and the period is one year, the new expiry date aligns with the end of the month following the one-year anniversary of the upgrade, which is March 31, 2024.

• Question 16:

  In order to view the information pertaining to a member's recent transactions and manual adjustments on the Contact record, what are the two suggestions that an IT Administrator should propose to the Member Services team? Select two

  A. Incorporate the `Member Summary Embedded Dashboard' on the Contact record

  B. Incorporate the Member Service Manager Home Dashboard on the Contact record

  C. Incorporate the `Transaction Journals' related list on the Contact record

  D. Incorporate the `View Member Profile' component on the Contact record

  Correct Answer: AC

  To view information pertaining to a member's recent transactions and manual adjustments on the Contact record, an IT Administrator should propose:

  Incorporate the `Member Summary Embedded Dashboard' on the Contact record (A):This dashboard can provide a comprehensive overview of a member's loyalty activities, including recent transactions and adjustments, directly within the

  context of their Contact record.

  Incorporate the `Transaction Journals' related list on the Contact record (C):By adding this related list, the Member Services team can easily access detailed transaction and adjustment records associated with the loyalty program member

  directly from the Contact record, facilitating quick and informed customer service interactions.

  Options B and D, involving the Member Service Manager Home Dashboard and the `View Member Profile' component, do not directly address the need to view transactional information on the Contact record.

• Question 17:

  While designing an experiential Loyalty Program, what are the two recommended objects to be used as a best practice to track what type of activity the member has with the program?

  A. Loyalty Ledger and Transaction Journal

  B. Loyalty Member Currency and Transaction Journal

  C. transaction Journal Type and Transaction Journal Subtype

  D. Journal Type and Journal Subtype

  Correct Answer: D

• Question 18:

  A sports clothing and accessories retailer is setting up a new Loyalty program. The company wants an effective way to create urgency in its Loyalty program members to return to purchase and redeem their points within a specified period. The entire points balance expires if a member's last activity, including any purchase or points redemption, reaches 18 months.

  What steps should a Loyalty Consultant follow to meet the retailer's requirement when implementing the new Loyalty program?

  A. Set up a Non-Qualifying Points currency and apply the expiration model 'Fixed Model'

  B. Set up a Qualifying Points currency and apply the expiration model 'Activity Model'

  C. Set up a Non-Qualifying Points currency, apply the expiration model 'Activity Model'

  D. Set up a Qualifying Points currency and apply the expiration model 'Fixed Model'

  Correct Answer: C

  To create urgency for Loyalty program members to return and redeem their points within a specified period, where the entire points balance expires if a member's last activity reaches 18 months, the Loyalty Consultant should:

  Set up a Non-Qualifying Points currency, apply the expiration model 'Activity Model' (C):This setup allows for the expiration of Non-Qualifying Points based on member activity, specifically if there is no purchase or points redemption activity

  within an 18-month period. The Activity Model is used to track the last activity date and trigger expiration based on this inactivity period. Setting up a Non-Qualifying Points currency with a 'Fixed Model' expiration (option A), a Qualifying Points

  currency with either 'Activity Model' (option B) or 'Fixed Model' expiration (option D), would not meet the retailer's requirement for creating urgency based on the last activity.

  Salesforce documentation on Loyalty Management would provide guidance on configuring expiration models for loyalty currencies, ensuring that program objectives, such as encouraging regular member engagement, are achieved.

• Question 19:

  Northern trail Outfitters (NTO) wants to offer 10% discount on top of the annual summer sale for its Loyalty program customers.

  Which two steps must a Consultant take in Loyalty Management to set up this promotion?

  A. Create within the Loyalty Experiences tab a new voucher definition for the summer sales campaign where the Type is Product or Service and the expiration Type is fixed Date.

  B. Create within the Loyalty Experiences tab a new promotion for the Summer Sales campaign where the Loyalty Promotion Type is Standard and the Fulfillment Action is Issue Voucher.

  C. Create within the Loyalty Experiences tab a new Benefit Type for the Summer sale campaign where the Benefit Type Name is standard and the Category type is Issue Voucher.

  D. Create within the Loyalty Experience tab a new voucher tab a new voucher definition where the Type Is Discount Percentage and the Expiration Type is fixed Date.

  Correct Answer: BD

  To set up a 10% discount on top of the annual summer sale for loyalty program customers in Salesforce Loyalty Management, the consultant must: Create within the Loyalty Experiences tab a new promotion for the Summer Sales campaign where the Loyalty Promotion Type is Standard and the Fulfillment Action is Issue Voucher (B):This step involves setting up a new promotion specifically for the summer sale, defining it as a standard promotion type, and specifying that the fulfillment action for eligible members will be to issue a voucher, which in this case would be the 10% discount voucher. Create within the Loyalty Experience tab a new voucher definition where the Type Is Discount Percentage and the Expiration Type is fixed Date (D):This step involves defining a new voucher that applies a discount percentage (10% in this case) to purchases, with a fixed expiration date to limit the offer to the summer sale period. This ensures that the promotion is time-bound and encourages members to take advantage of the offer during the sale. Options A and C involve creating a voucher definition and a benefit type, respectively, but do not align precisely with the steps required to set up a promotion that includes issuing a discount percentage voucher with a fixed expiration date for a specific campaign like the summer sale. Salesforce Loyalty Management documentation would provide detailed guidance on creating promotions and vouchers, ensuring that loyalty program consultants can effectively design and implement targeted offers to enhance member engagement and sales during key promotional periods.

• Question 20:

  A Loyalty Manager would like to monitor members' tier history in the dashboards from Analytics Studio App.

  Which two fields need to be enabled in field history tracking in the Loyalty Member Tier object for this to be achieved?

  A. Loyalty Tier Group

  B. Change Reason Type

  C. Loyalty Tier

  D. Reason for Change

  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.