Salesforce Salesforce Certifications SALESFORCE-LOYALTY-MANAGEMENT Questions & Answers

• Question 21:

  Cloud Kicks has tasked its Loyalty Consultant with setting up its new Loyalty Management platform. The business requirement is to create personalized experiences across its customer journey.

  Which solution should the Loyalty Consultant utilize to create personalized customer experiences?

  A. Salesforce Sales Cloud

  B. Salesforce Marketing Cloud

  C. Salesforce Slack

  D. Salesforce Order Management System

  Correct Answer: B

  To create personalized experiences across Cloud Kicks' customer journey, the Loyalty Consultant should utilizeSalesforce Marketing Cloud (B). Marketing Cloud provides a comprehensive suite of marketing tools designed to create personalized customer journeys, segment audiences, and deliver targeted content and communications. Leveraging Marketing Cloud's capabilities in conjunction with Loyalty Management allows for the creation of highly personalized and engaging experiences for loyalty program members, enhancing customer satisfaction and loyalty.

• Question 22:

  Universal Container (UC) is developing a points-based Loyalty Program after the last accrual transaction.

  How can the Salesforce Administrator set up this expiration model?

  A. Set up Expire Activity Based Qualifying Points

  B. Set up Expire Fixed Non-Qualifying Points

  C. Set up Expire Activity Based Non-Qualifying Points

  D. Set up Reset Qualyfing Points

  Correct Answer: C

  To set up an expiration model based on activity after the last accrual transaction in a points-based Loyalty Program at Universal Container, the Salesforce Administrator shouldSet up Expire Activity Based Non-Qualifying Points (C). This expiration model allows non-qualifying points to expire after a certain period of inactivity, meaning no new accrual transactions occur within that timeframe. It encourages ongoing engagement from Loyalty Program members by incentivizing regular transactions to keep their non- qualifying points active. Option A (Expire Activity Based Qualifying Points) pertains to qualifying points, which are typically used for tier progression and may have different expiration criteria. Option B (Expire Fixed Non-Qualifying Points) refers to a fixed expiration model that does notconsider member activity. Option D (Set up Reset Qualifying Points) involves resetting qualifying points, which is a different concept from expiration based on activity. Salesforce documentation on Loyalty Management would provide insights into configuring various expiration models for points within a Loyalty Program, including activity-based expiration to foster continuous member engagement and transactional activity.

• Question 23:

  What is a business use case for integrating Marketing Cloud Personalization with Loyalty Management?

  A. To enable the purchasing of products and take payment.

  B. To create unified profile from multiple source of truth and build a golden record.

  C. To be able to send personalized marketing emails in batches.

  D. To offer promotions in real-time to customers.

  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.

• Question 24:

  What is the most efficient way to automatically reset qualifying points for high volume Loyalty Programs?

  A. The reset period is defined at the Tier Group level; Loyalty Management will automatically process it every night to ensure efficient point calculation

  B. Use the out-of-the-box `Reset Qualifying Points" data processing engine and trigger its execution using, for instance, a Schedule-Triggered Flow.

  C. Create Schedule-Triggered Flow that to be executed every night This flow will scan the expiredresetPeriodat the Group Level and rese the points using the out-of-the-box Reset point flow action

  D. Develop an Apex Time Trigger to scan all Member Currencies and reset Qualifying points every time a reset period has expire

  Correct Answer: B

  The most efficient way to automatically reset qualifying points for high- volume Loyalty Programs is to use the out-of-the-box `Reset Qualifying Points' data processing engine and trigger its execution using, for instance, a Schedule-Triggered Flow. This method leverages Salesforce's built-in capabilities to manage the reset process without the need for custom code. The data processing engine is designed to handle large volumes of data efficiently, ensuring that the points reset process is completed accurately and timely across all relevant member accounts.

• Question 25:

  Universal Containers (UC) plans to implement Loyalty Management and change its current strategy of giving benefits to all members equally. UC wants to use its Loyalty program to build a network of brand advocates-people who are willing to endorse the UC brand because of positive experiences.

  Which three ways can Loyalty Management help to fulfill the new strategy?

  A. Send promotions at the right time to the right program members using Salesforce CDP's market segmentation capabilities

  B. Define a transactional point-based program, in which one point is earn for every dollar spent

  C. Create a Loyalty program tier with member benefits to keep customers engaged.

  D. Issue tickets to a concert to any Loyalty member that posts a product review on social media

  E. Maintain a Loyalty solution on separate systems (Loyalty Management for accruals and an External Analytics system) to ensure data integrity

  Correct Answer: ACD

  Salesforce Loyalty Management can help Universal Containers build a network of brand advocates and fulfill their new strategy in the following ways:

  Send promotions at the right time to the right program members using Salesforce CDP's market segmentation capabilities (A):Leveraging CDP for segmentation allows for targeted communication and promotional offers,engaging members

  with personalized experiences that can foster brand advocacy. Create a Loyalty program tier with member benefits to keep customers engaged (C):Implementing tiered loyalty programs with exclusive benefits can incentivize members to

  engage more deeply with the brand, earning rewards that make them more likely to advocate for the brand.

  Issue tickets to a concert to any Loyalty member that posts a product review on social media (D):This approach directly engages members in brand advocacy by rewarding them for sharing their positive experiences on social media,

  effectively turning satisfied customers into vocal supporters. Option B (Define a transactional point-based program) is a common loyalty program feature but does not directly contribute to building a network of brand advocates. Option E

  (Maintain a Loyalty solution on separate systems) does not specifically address the strategy of fostering brand advocacy through personalized experiences and engagement.

• Question 26:

  An airline's Loyalty program offers several ways to accrue points, including:

  1.

  Enrollment Bonus

  2.

  Member Referral

  3.

  Flight Purchase

  4.

  Additional information on the member profile.

  The Salesforce Administrator must classify the different accrual transaction journals.

  What should the administrator configure to meet these requirements?

  A. Create a custom field on transaction journal object

  B. Create a custom field on Loyalty Ledger object

  C. Create a Journal Type for each case.

  D. Create a Journal Subtype for each case.

  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

• Question 27:

  What are the three essential steps to establish a Loyalty promotion with Salesforce CDP and Marketing Cloud? Select three A. Transmit Loyalty Promotion Segments to Marketing Cloud

  B. Automatically Generate a New Individual Relationship

  C. Activate and Publish the Segment

  D. Enable Connector Settings on all the Loyalty Objects E. Enable Service Connector for Promotion Escalations.

  Correct Answer: ACD

  To establish a Loyalty promotion with Salesforce CDP (Customer Data Platform) and Marketing Cloud, the three essential steps are:

  Transmit Loyalty Promotion Segments to Marketing Cloud (A):This step involves sharing segmented data from Salesforce CDP to Marketing Cloud, enabling targeted marketing campaigns based on loyalty promotion criteria. Activate and

  Publish the Segment (C):Once the segments are defined and populated with the relevant Loyalty Program Members, the segment needs to be activated and published to be used in campaigns and promotions within Marketing Cloud.

  Enable Connector Settings on all the Loyalty Objects (D):This involves configuring the integration between Salesforce CDP, Loyalty Management, and Marketing Cloud by enabling the necessary connector settings, ensuring seamless data

  flow and communication between these platforms for the promotion. Option B (Automatically Generate a New Individual Relationship) and E (Enable Service Connector for Promotion Escalations) are not directly related to the essential steps

  for establishing a loyalty promotion with Salesforce CDP and Marketing Cloud.

• Question 28:

  A customer from an airline Loyalty program purchases a ticket, which will accrue qualifying and non-qualifying points according to the Loyalty rules.

  Which two automations can be used to set up transactions and points accrual?

  A. Evaluation Flow

  B. Autolaunched Flow (No Trigger)

  C. Schedule-Triggered Flow

  D. Screen Flow

  Correct Answer: AC

  In the context of Salesforce Loyalty Management, when setting up transactions and points accrual for a customer purchasing a ticket in an airline loyalty program, the appropriate automations areEvaluation FlowandSchedule-Triggered Flow. Evaluation Flow:This automation can be set up to evaluate transactions as they occur, applying loyalty program rules to determine if the transaction qualifies for point accrual and, if so, how many points should be awarded. This is crucial for real-time processing and immediate feedback to loyalty program members. Schedule-Triggered Flow:This type of automation is used to evaluate transactions on a scheduled basis, which can be daily, weekly, or any other predefined schedule. It is useful for batch processing transactions, such as nightlybatch jobs that process all transactions from the day and apply loyalty points accordingly. The use of Autolaunched Flow (No Trigger) and Screen Flow would not be as appropriate in this scenario. Autolaunched Flows without a trigger require manual initiation or a programmatic event, which might not be efficient for real-time transaction processing. Screen Flows are interactive and require user input, which is not suitable for automated transaction and points accrual processing. References to official Salesforce documentation on flows and automation in Salesforce Loyalty Management would provide further insights into how these automations can be set up and utilized effectively.

• Question 29:

  Due to the point of Sales (POS) system limitations, the client purchases are sent every night to Loyalty Management as transactions.

  What are two benefits a program gets by using Batch Management in this context?

  A. Tracks the status and health of batch jobs

  B. Process large volumes of transactions

  C. Load large volumes of external data coming from external systems

  D. Process zip files full of Loyalty Transactions coming from point-of-sales systems

  Correct Answer: AB

  The benefits of using Batch Management in Salesforce Loyalty Management, especially in the context of processing nightly batches of transactions from a Point of Sales (POS) system, include:

  Tracks the status and health of batch jobs (A):This allows program administrators to monitor the progress and success of batch processes, ensuring that transactions are being processed efficiently and any issues are quickly identified and

  addressed.

  Process large volumes of transactions (B):Batch Management is designed to handle high volumes of data, making it well-suited for processing the large number of transactions typically generated by a POS system daily. Options C and D,

  while related to the benefits of batch processing, are more specific to the technical aspects of handling external data and file formats, which are not directly mentioned in the question. Batch Management's core benefits in this scenario are its

  ability to efficiently process and monitor large transaction volumes, ensuring the timely and accurate update of loyalty points and member statuses. Salesforce documentation on Batch Management within Loyalty Management would offer

  insights into setting up and optimizing batch jobs for transaction processing, ensuring that loyalty programs can effectively manage member data and transactions even with high volumes and complex processing requirements.

• Question 30:

  A Consultant needs to set up a new tier-point reset process for a new Loyalty Program, where the data-processing engine (DE) configuration is required.

  How should the Consultant set up the data-processing engine with the least configuration effort?

  A. Create a copy of the reset qualifying points DPE template.

  B. Create a copy of the expire fixed non-qualifying points DPE template.

  C. Create a new data-processing engine from scratch / by first principle.

  D. Create a copy of the expire activity based non-qualifying points DPE template.

  Correct Answer: A

  To set up a new tier-point reset process for a Loyalty Program with the least configuration effort, the consultant should:

  Option A"Create a copy of the reset qualifying points DPE template." This approach leverages existing DPE templates designed for similar purposes, minimizing the need for extensive custom configuration. Reference: Salesforce Loyalty

  Management documentation on Data Processing Engine configurations often recommends utilizing and modifying existing templates to streamline setup processes for common tasks like point resets.