Salesforce Salesforce Certifications SALESFORCE-LOYALTY-MANAGEMENT Questions & Answers

• Question 31:

  A new promotion named "Summer Sales" within the Loyalty Program will introduce program members to the promotional campaign and send email communication to the qualified members via Marketing Cloud.

  Which the customer Data Platform (CDP) package available, which two options will need to be performed within the org to achieve the required action with minimal configuration effort in mind?

  A. "Add Segments" within the "Promotion Segments" section of the "Summer Sales" Promotion

  B. Add the Segmented "Loyalty program members" to a new "Campaigns".

  C. Create a custom report using "Salesforce reports".

  D. Create a new segment within CDP.

  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.

• Question 32:

  What three facts should the administrator consider when creating and managing member groups?

  A. Groups are associate with tiers.

  B. Accrual type transactions associated with a group can be canceled.

  C. Qualifying points can't be transferred to a group.

  D. Vouchers can't be issued to groups.

  E. Promotions can't offered to groups.

  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.

• Question 33:

  A Marketing Manager is trying to find a dashboard that shows a reward programs progress but does not see any reports or dashboards with this information.

  What does an Administrator need to do to present Loyalty Program data to the Marketing Manager?

  A. Modify the Marketing user profile to include permission to run reports.

  B. Create a permission set to run reports and assign it to marketing users.

  C. Enable CRM Analytics and create a Loyalty app.

  D. Search Salesforce AppExchange for Loyalty Analytics apps.

  Correct Answer: C

  To present Loyalty Program data to the Marketing Manager, an Administrator needs to enable CRM Analytics and create a Loyalty app within it. CRM Analytics (formerly Einstein Analytics) allows for the creation of custom analytics apps that can visualize and analyze data from varioussources, including Salesforce Loyalty Management. By creating a Loyalty app within CRM Analytics, the Administrator can design dashboards and reports specifically tailored to the needs of the Marketing Manager, providing insights into the reward program's progress and effectiveness.

• Question 34:

  A company has decided to use Loyalty Management for customer retention, which will lead to increased revenue. Based on market research, the company decided to make the points available for its Loyalty Program Members after the return period of 14 days is over.

  What is the best solution to meet the company's business requirements?

  A. Install App Exchange

  B. Enable Pending Points

  C. Enable Deferred Points

  D. Enable Escrow Points

  Correct Answer: C

  To meet the company's business requirements of making points available for Loyalty Program Members after a return period of 14 days, the best solution is toEnable Deferred Points (C). Deferred points are a feature in Salesforce Loyalty Management that allows points to be earned but not immediately available for redemption, typically used to account for return periods or other conditional delays. By enabling deferred points, the company can ensure that points are only made available after the specified return period has passed, aligning with their business strategy and reducing the risk of point redemption for returned products.

• Question 35:

  An IT Administrator has received a request from the Customer Service team to enable agents to view the Loyalty Program Member information on a Case record in Service Cloud.

  What steps should the Administrator take to configure this?

  A. On the Case Page Layout, the Related Record component should be added with the 'First Lookup' selected as the 'Loyalty Program 0 Member'

  B. On the Case Page Layout, the View Member Profile' component should be added and the required Related Lists from Loyalty Program ?Member should be selected

  C. On the Case Page Layout, the Loyalty Program Member Related Lists are available and should be directly embedded to show the Loyalty information

  D. On the Case Page Layout, the View Related Membership' action should be added to the Highlights panel and the Loyalty information to be displayed should be selected

  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.

• Question 36:

  A Loyalty Manager wants to send an SMS to a member's mobile device after the member has made a purchase and their non-qualifying points have been increased.

  An integrated solution between Salesforce Loyalty Management and Salesforce Marketing Cloud is proposed to meet this business need.

  Which two Salesforce solutions are required to meet the business's needs?

  A. Marketing Cloud Connect

  B. Marketing Cloud MobileConnect

  C. Marketing Cloud Personalization

  D. Marketing Cloud Mobile Push

  Correct Answer: AB

  To meet the business need of sending an SMS to a member's mobile device after a purchase and an increase in non-qualifying points, the required Salesforce solutions areMarketing Cloud Connect (A)andMarketing Cloud MobileConnect (B). Marketing Cloud Connect facilitates the integration between Salesforce Loyalty Management and Marketing Cloud, while MobileConnect is a specific tool within Marketing Cloud designed for sending SMS messages to mobile devices, allowing for timely and targeted communication with loyalty program members.

• Question 37:

  A member reaches out to the Member Services team regarding points that have expired and requests to restore them. The Loyalty program has a fixedmodel expiration for non- qualifying points.

  How should the Member Services Agent restore the expired points and also set them to expire in the next two months?

  A. Delete the transaction journal that expired the points and re-run the expiration DataProcessing Engine job after two months

  B. 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

  C. Edit the 'Credit' ledgers corresponding to the points that expired and extend the expiration date to two months from the current date

  D. Edit the Loyalty Member Currency record to restore the Points Balance and set the 'NextExpirationDate' field to two months from the current date

  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.

• Question 38:

  A Loyalty Program Manager has proposed a new promotion with the following redemption requirements on their non-qualifying points for the two respective tiers.

  1.

  for Gold-tier members, a single non-qualifying point is equal to $2 if the total purchase value is $200 or more.

  2.

  for Gold-tier members, a single non-qualifying point is equal to $1 if the total purchase value is less than $200.

  3.

  for Gold-tier members, a single non-qualifying point is equal to $1, irrespective of the total value of the purchase.

  Considering the above requirements, which three redemption rule options should be selected for the proposed promotion?

  A. "Blue" tier member with any transaction amount, then "Outcome": non-qualifying point deduction = transaction amount.

  B. "Blue" tier member with any transaction amount is <= $200, then "Outcome"; non- qualifying point deduction = transaction amount.

  C. "Gold" tier member with the transaction amount is >= $200, then "Outcome": tier- qualifying multiplier =2

  D. "Gold" tier member with the transaction amount is >= $200, then "Outcome": non- qualifying point deduction = transaction amount / 2.

  E. "Gold" tier member with the transaction amount is >= $200, then "Outcome": non- qualifying point deduction = transaction amount.

  Correct Answer: ADE

• Question 39:

  Universal Container have a points-based Loyalty Program and a B2C commerce website built with a Commerce built with a Commerce Cloudsolution; the clients orders are already synchronized with Loyalty Management. With the every purchase, Loyalty members will earn points. The Directory wants to have traceability of every order transaction on the Loyalty Management app.

  What does the Salesforce Administrator have to do?

  A. Use standard Order Lookup on the Loyalty Ledger object

  B. Create a custom text field in Transaction Journal object to save the order purchased by the client.

  C. Use the standard Order Lookup of the Transaction Journal Object

  D. Create a custom Lookup field in Transaction Journal object to save the order purchased by the Loyalty member.

  Correct Answer: C

  For traceability of every order transaction in the Loyalty Management app, the Salesforce Administrator should utilize the standard Order Lookup field of the Transaction Journal Object. This field is designed to create a direct relationship between a loyalty transaction and the corresponding commerce order, enabling clear visibility and tracking of how each order impacts loyalty points and member accounts. This setup ensures that every purchase made by Loyalty members that earns points is directly linked and traceable in the Loyalty Management application, facilitating easier tracking and management of member transactions.

• Question 40:

  What are the three steps required to complete integration between Loyalty and B2C Commerce Cloud when using the reference cartridge?

  A. Configure Loyalty Program preferences for B2C Commerce Site

  B. Install Loyalty Management for B2C Commerce Package

  C. Configure connected app named B2C Loyalty Connector

  D. Configure connected app named B2C Commerce Loyalty Connector

  E. Add Loyalty Management for Commerce Cartridge

  Correct Answer: ACE

  To complete the integration between Loyalty and B2C Commerce Cloud using the reference cartridge, the steps required are:

  Configure Loyalty Program preferences for B2C Commerce Site (A): This involves setting up specific preferences and configurations within B2C Commerce Cloud to align with the Loyalty Program's requirements.

  Configure connected app named B2C Loyalty Connector (C): This step involves setting up a connected app within Salesforce to facilitate secure communication and data exchange between Loyalty Management and B2C Commerce Cloud.

  Add Loyalty Management for Commerce Cartridge (E): This involves installing the specific cartridge within B2C Commerce Cloud that integrates with Salesforce Loyalty Management, enabling the Commerce site to utilize loyalty program

  features.

  These steps ensure a seamless integration between Salesforce Loyalty Management and B2C Commerce Cloud, allowing for a unified customer experience across commerce and loyalty program interactions.