Salesforce Salesforce Certifications SALESFORCE-LOYALTY-MANAGEMENT Questions & Answers

• Question 81:

  The VP of Loyalty at Northern Trail outfitters (NTO) Retailers has decided to implement a Loyalty program to increase customer spending and improve customer lifetime value.

  Which two features should be configured in Salesforce Loyalty Management?

  A. Member Rewards and Benefits

  B. Loyalty Segments

  C. Loyalty product Pricing

  D. Loyalty Tiers

  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.

• Question 82:

  Universal Containers has created a new Loyalty Member Portal for a second Loyalty Program that they have recently launched. A member of the first program has enrolled in the second program and has decided to use the same login for both Loyalty Member Portals. The user cannot access the new Loyalty Member Portal.

  How can the Loyalty Administrator verify why the user cannot access the second Loyalty Member Portal?

  A. Through Workspaces, check if the user profile has access to the new portal.

  B. Check if the user has been assigned the Sharing Set for the Second Loyalty Member Portal.

  C. Create a new user and new profile for the member.

  Correct Answer: A

  When a user cannot access a Loyalty Member Portal, the Loyalty Administrator can verify the issue by checking if the user profile has access to the new portal1. This can be done through Workspaces1. The Salesforce admin enables Loyalty Management in the org and users can create profiles and assign permissions to access the loyalty application as appropriate2. If the user profile does not have the necessary permissions, they will not be able to access the portal12. Therefore, it's important to ensure that the user profile has the correct permissions for the new Loyalty Member Portal12.

• Question 83:

  A company has recently rolled out a Loyalty Program in the production environment in the Monitor Workflow Services from Setup,the SystemAdministrator noticed that all theLoyalty automations that have Data ProcessingEngine actions are failing, but the rest of the loyalty automations are working correctly.

  What is the root cause of this?

  A. The Default Workflow User is missing the Data Pipelines Base User permission set license

  B. The Default Workflow User is missing the CLAAnalytics Base User permission set license

  C. The Default Workflow User is missing the Loyalty Management permission set license

  D. The Default Workflow User is missing the CLAAnalytics Base User permission set license

  Correct Answer: B

  The root cause of the issue where all the Loyalty automations that have Data Processing Engine actions are failing is becausethe Default Workflow User is missing the CLAAnalytics Base User permission set license (B). This permission set license is essential for the Default Workflow User to execute actions related to the Data Processing Engine within Salesforce Loyalty Management. Without this permission set, the user lacks the necessary access rights to run these specific automations, leading to the observed failures. Salesforce documentation on Loyalty Management would provide guidance on setting up and troubleshooting automations, including the necessary permission sets for different actions.

• Question 84:

  An Administrator uses Analytics for Loyalty to develop an InApp-Dashboard showing top and bottom agent performers on the Loyalty call center.

  Which dashboard readily available through the Analytics Studio tool can be used to track agents' performance based on the number of members assisted, customer satisfaction scores, and modifications?

  A. Program Manager Home Dashboard

  B. Member Services Manager Home Dashboard

  C. Team Performance Dashboard

  D. Loyalty Member Services Dashboard

  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.

• Question 85:

  A Loyalty Manager would like to set up an email-send process in SalesforceMarketing Cloud (SMC) that needs to inform the member via email immediatelyonce a tier change has been applied. The company is using Marketing CloudConnect.

  A solution was proposed to draft a design using a journey process to send the notification email and a new custom object named "Member TierUpdate_ c" that stores the members that are qualified for a tier upgrade.

  Which data source options within the journey should a Consultant use to fulfillthis design?

  A. "Salesforce Data" as the Entry Source, "Loyalty ProgramMember" object asthe datasource

  B. "Salesforce Data" as the Entry Source, "Contact" object as the data-source

  C. "Data-Extension" as the Entry Source, "LoyaltyProgramTier"

  D. "Salesforce Data" as the Entry Source, "LoyaltyMember Tier"

  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.

• Question 86:

  A hotel group has implemented a Loyalty Member Portal for its program members, but some members are experiencing issues accessing their Loyalty Program-specific records on the portal.

  What should an Administrator do to ensure the Loyalty members can access Loyalty record information when using the portal?

  A. Using Experience Cloud sharing sets, specify Account as the object of your sharing set

  B. Ensure the Allow using standard external profiles for self-registration, user creation, and login' is enabled

  C. In the Partner Account record, 'Enable Customer User" on the Contact associated

  D. For the Loyalty Member, 'Enable Customer User' on the Contact or "Enable Partner User' on the Account

  E. Ensure the 'Allow using customer profiles for self-registration, user creation, and login' is enabled

  Correct Answer: AD

  To ensure Loyalty members can access their program-specific records on the Loyalty Member Portal, an Administrator should: Using Experience Cloud sharing sets, specify Account as the object of your sharing set (A):Sharing sets in Experience Cloud allow you to define access rules for external users based on their relationship to records in Salesforce. Specifying Account as the object in a sharing set can enable portal users to access theirLoyalty Program information if their portal user account is linked to their Account record in Salesforce. For the Loyalty Member, 'Enable Customer User' on the Contact or 'Enable Partner User' on the Account (D):Enabling a Customer or Partner User on the Contact or Account associated with the Loyalty Member allows that individual to access the portal. This step is crucial for granting Loyalty Program members the ability to log in and view their Loyalty Program-specific information. Options B and C, while related to portal access and user setup, do not directly address the specific requirement of accessing Loyalty Program information. Option E is also relevant but more focused on enabling self-registration and user creation/login processes rather than directly impacting access to Loyalty record information. Salesforce documentation on Experience Cloud and Loyalty Management would provide guidance on setting up and configuring access for Loyalty Program members to view their information on a member portal, ensuring a seamless user experience.

• Question 87:

  A sports clothing and accessories retailer has a strategic partnership with other businesses that provide sports equipment and outdoor sports experiences. Thisretailer wants its Loyalty program members to be able to redeem their points when shopping with its redemption partners.

  When creating a Loyalty Program partner record, how should an Administrator set up the partners in the Loyalty management application?

  A. Set the program partner type to redemption > Activate > Define the accrual cost per unit.

  B. Set the program partner type to redemption > Activate > Define the redemption cost per unit

  C. Set the program partner type to both > Activate > Define the accrual cost per unit.

  D. Set the program partner type to accrual > Activate > Define the redemption cost per unit

  Correct Answer: B

  For a retailer looking to allow Loyalty program members to redeem points with redemption partners, the correct setup in Salesforce Loyalty Management involves configuring the partner record as a redemption partner. This includes:

  Setting the program partner type to "redemption" to indicate that the partner is involved in the points redemption process.

  Activating the partner record to make it available for transactions within the Loyalty Management application.

  Defining the redemption cost per unit, which specifies how many points are required for members to redeem specific rewards or benefits from the partner. This setup ensures that Loyalty program members can redeem their points when

  shopping with strategic partners, aligning with the retailer's goal of enhancing the value and utility of their Loyalty program.

  Reference: Salesforce Loyalty Management documentation on setting up program partners outlines the process of configuring partners for redemption purposes, including specifying partner types and defining redemption costs.

• Question 88:

  Which two actions should an Administrator execute when a tier is changed manually?

  A. Process Member Benefit Action

  B. Create a scheduled job to perform tier change.

  C. Assign Member Tier Benefits Action

  D. Process Transaction Journals batch job

  Correct Answer: AC

  When a tier is changed manually in Salesforce Loyalty Management, an Administrator should execute the following two actions:

  Process Member Benefit Action (A):This action ensures that any benefits associated with the new tier are correctly processed and applied to the member. It's essential for maintaining the integrity of the loyalty program and ensuring members

  receive the appropriate benefits for their new tier. Assign Member Tier Benefits Action (C):This action assigns the benefits specific to the newly assigned tier to the member. It's crucial for updating the member's benefits to align with their new

  tier status, ensuring they receive all entitlements associated with their new level.

  Creating a scheduled job to perform the tier change (option B) and processing Transaction Journals batch job (option D) are not directly related to the manual tier change process. The focus should be on ensuring that member benefits are

  correctly assigned and processed in response to the tier change.

  Salesforce documentation on Loyalty Management would provide detailed guidelines on managing tier changes, including the actions required to ensure member benefits are correctly updated.

• Question 89:

  When setting up a Loyalty Program what is one of the ways a company can measure member engagement with the Loyalty Program?

  A. Analytics Studio

  B. Qualifying Currency

  C. Transaction Journals

  D. Benefits types

  Correct Answer: A

  One of the ways a company can measure member engagement with the Loyalty Program is through Analytics Studio. Analytics Studio is a powerful tool within Salesforce that allows organizations to create custom dashboards and reports based on their data. By leveraging Analytics Studio, a company can analyze various aspects of the Loyalty Program, such as member activity, redemption rates, point accumulation, and more. This insight can help identify trends, areas for improvement, and opportunities to enhance member engagement and loyalty.

• Question 90:

  For the integration of Loyalty Management and Service Cloud, which two methods should a Technical Consultant use for associating a Loyalty Program Member with a Case?

  A. Add the loyalty Program Members' related list on the Case page layout

  B. Add the 'Create Case' action on the Loyalty Program Member page layout

  C. Add the 'Associate Program Member' action on Case page layout

  D. Add the 'Cases' related list on the Loyalty Program Member page layout

  Correct Answer: AD

  For integrating Loyalty Management and Service Cloud, a Technical Consultant should use the following methods to associate a Loyalty Program Member with a Case:

  Add the Loyalty Program Members' related list on the Case page layout (A): This allows agents to view and access loyalty program member information directly from a Case record.

  Add the 'Cases' related list on the Loyalty Program Member page layout (D): This enables the viewing and management of cases related to a specific loyalty program member from their loyalty member record. These configurations enhance

  the integration between Loyalty Management and Service Cloud, providing a seamless experience for service agents handling loyalty program members' inquiries and cases.