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Salesforce-Loyalty-Management Practice Questions

Question # 1
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 tiers are defined - Silver (base), Gold (next tier), and Platinum (the highest tier).
Qualifying Points reset date is set at December 31,2022, with a frequency of one year.
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 tier on March 16, 2023.
Which date would be the new Expiry date for this member after the tier is upgraded to Gold?
A. December 31. 2023
B. March 16,2024
C. December 31,2024
D. March 31, 2024


C. December 31,2024

Explanation: For a member who joins the NTO Insider program in the Silver tier and gets upgraded to the Gold tier on March 16, 2023, the new expiry date after the tier upgrade would be December 31, 2024 (C). This is because the tier group is defined with a Fixed Model and a Period of one year, with the Qualifying Points reset date set at December 31, 2022, and a frequency of one year. The Extend Expiration setting being tied to the Qualifying Points Reset Date means that regardless of when the tier upgrade occurs within the year, the expiration of the new tier status aligns with the annual reset date, extending to the end of the following reset period, which would be December 31, 2024.
This approach ensures that members who achieve a higher tier partway through the year enjoy the benefits of that tier for the remainder of the current year plus the entire next year, providing a full year's benefit from the point of the annual reset.
Salesforce documentation on Loyalty Management would outline the functionality and configuration options for tier groups, tier upgrades, and expiration settings, guiding administrators on setting these up to meet the program's strategic objectives and ensure clarity and fairness for members.


Question # 2
What three types of vouchers can be configured in Loyalty Management?
A. Promo Code
B. Discount Percentage
C. Fixed Value
D. Gift Card
E. Product or Service


A. Promo Code
B. Discount Percentage
C. Fixed Value

Explanation: In Salesforce Loyalty Management, the types of vouchers that can be configured include:
Promo Code (A): This voucher type allows members to redeem a code for a specific offer or discount, typically used in marketing promotions and online purchases.
Discount Percentage (B): This type of voucher provides a percentage-based discount on products or services, offering flexibility in creating varied promotional offers for loyalty program members.
Fixed Value (C): Fixed Value vouchers offer a specific monetary value that can be applied as a discount or credit towards purchases, providing a straightforward benefit to loyalty program members.
The option D, "Gift Card," and E, "Product or Service," while potentially part of a loyalty program's offerings, are not classified as voucher types within the standard configurations of Salesforce Loyalty Management. Vouchers are typically used for discounts or special offers rather than representing a stored monetary value or specific products/services. The Salesforce Loyalty Management documentation would include detailed information on configuring and managing different types of vouchers, ensuring that loyalty program administrators can effectively create and offer a variety of benefits to meet their program's goals and member needs.


Question # 3
Which set of features should a Consultant check before setting up expanded partner management?
A. Growth license, PostPaid Billing Type, Partner Ledgers, Partner Conversion Factor for Currencies
B. Growth license, Prepaid Billing Type, Partner Transactions, Partner Conversion Factor O for Currencies
C. Advanced license, PostPaid Billing Type, Partner Ledgers, Partner Conversion Factor for Currencies
D. Advanced license, Partner Ledgers, Partner Transactions, Billing Type


C. Advanced license, PostPaid Billing Type, Partner Ledgers, Partner Conversion Factor for Currencies

Explanation: Before setting up expanded partner management in Salesforce Loyalty Management, a Consultant should verify the following features are available:
Option C: An "Advanced" license, which typically provides a broader set of functionalities and capabilities within Salesforce applications, including Loyalty Management.
"PostPaid Billing Type," indicating the billing arrangement with partners, which is relevant for managing financial transactions within the Loyalty Program.
"Partner Ledgers," which are necessary for tracking financial transactions and point exchanges with partners.
"Partner Conversion Factor for Currencies," enabling the management of loyalty points and currency conversion across different geographies and partner locations.
These features collectively support the expanded management of partner relationships within the Loyalty Program, including financial transactions, point conversions, and international operations.
Reference: Salesforce Loyalty Management documentation on partner management provides insights into the features and configurations required for setting up and managing complex partner relationships within Loyalty Programs.


Question # 4
Universal Containers (UC) has defined a points-based Loyalty Program, and the Loyalty members must receive an email with the point balance every time it is updated.
What should the Salesforce Administrator set up to enable a real-time currency model?
A. Create a Flow to update the Points Balance field
B. Enable Real-Time Update of Qualifying Points Balance
C. Enable Real-Time Update of Non-Qualifying Points Balance
D. Non-Qualifying Points updates happen in real-time by default


B. Enable Real-Time Update of Qualifying Points Balance

Explanation: To enable real-time updates of point balances in a points-based Loyalty Program, the Salesforce Administrator should:
Option B "Enable Real-Time Update of Qualifying Points Balance." This feature ensures that any changes to a member's qualifying points balance are immediately reflected, allowing for real-time communication of point updates. Reference: Salesforce Loyalty Management documentation on point balance management outlines features and configurations for real-time updates of qualifying points balances, ensuring members are promptly informed of changes.


Question # 5
A company has recently rolled out a Loyalty Program. The customer support agents need to manually adjust the points for Loyalty Program Members.
On which three Loyalty pages will customer support agents be able to adjust points?
A. Loyalty Program Member page
B. Loyalty Program Member Related List
C. Transaction Journal
D. Account page
E. Contact page


A. Loyalty Program Member page
B. Loyalty Program Member Related List
C. Transaction Journal

Explanation: Customer support agents can manually adjust points for Loyalty Program Members on the following pages:
Loyalty Program Member page (A): This is the primary interface for viewing and managing individual loyalty program members, including adjusting their points as needed. Loyalty Program Member Related List (B): This related list, found on related records such as accounts or contacts, provides access to loyalty program member information, including point adjustments.
Transaction Journal (C): The Transaction Journal records all point transactions forloyalty program members, allowing customer support agents to make manual adjustments to points as necessary. Options D (Account page) and E (Contact page) may provide indirect access to loyalty program member information but are not the primary interfaces for adjusting loyalty program points. Salesforce documentation on Loyalty Management would detail the interfaces and processes for managing loyalty program members' points, including the roles and permissions required for customer support agents to make adjustments.


Question # 6
Universal Containers (UC) has a Loyalty Program with a Loyalty Member Portal implemented using the Loyalty Experience Cloud template. UC is planning to launch a new Loyalty Program and wants to retain the same design and functionalities of the existing Loyalty Member Portal.
Which two steps should UC consider during the implementation of the new Loyalty Program?
A. Assign the existing Loyalty Member Portal to the new Loyalty Program too.
B. Use existing Experience Cloud components to handle the same design and functionalities.
C. Create new Experience Cloud Components for the new Loyalty Member Portal.
D. Create a new Loyalty Member Portal and assign it to the new Loyalty Program.


B. Use existing Experience Cloud components to handle the same design and functionalities.
D. Create a new Loyalty Member Portal and assign it to the new Loyalty Program.

Explanation: When implementing a new Loyalty Program while retaining the design and functionalities of an existing Loyalty Member Portal built with the Loyalty Experience Cloud template, Universal Containers should consider:
Option B: Utilizing existing Experience Cloud components to ensure consistency in design and functionality. This approach leverages the reusable nature of Experience Cloud components, allowing for efficient replication of the portal's look and feel without the need for extensive redevelopment.
Option D: Creating a new Loyalty Member Portal specifically for the new Loyalty Program. This ensures that the new program has a dedicated portal tailored to its unique requirements while maintaining the desired design and functionalities. This approach allows for customization and scalability, accommodating any programspecific features or requirements.
Reference: Salesforce Experience Cloud documentation emphasizes the reusability of components and the flexibility in creating multiple portals for different purposes, including Loyalty Programs.


Question # 7
A Loyalty Manager would like to set up an email-send process in Salesforce Marketing Cloud (SMC) that needs to inform the member via email immediately once a tier change has been applied. The company is using Marketing Cloud Connect.
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 fulfill this design?
A. "Salesforce Data" as the Entry Source, "Loyalty ProgramMember" object as the 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"


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

Explanation: 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.


Question # 8
A loyalty Program would like to set up a new process where a push notification or email will be sent to the client immediately after a voucher is added to their member account within Salesforce Marketing Cloud.
The notification message will require the “first name” and the “membership number” to personalize the message and, a custom object named
“voucher issued” with the necessary data attributes.
Which option for the entry event should be selected as the preferred implementation approach that can meet the requirements with the least amount of development effort?

A. Option A
B. Option B
C. Option C
D. Option D


C. Option C

Explanation: For the scenario described, where a loyalty program wants to send an immediate notification after a voucher is added to a member's account, the entry event in Salesforce Marketing Cloud needs to trigger off of the creation of a record in Salesforce that contains the necessary data attributes for personalization.
Option C is the most suitable choice because it specifies an entry event based on the "Voucher," "Contact," and "LoyaltyProgramMember" objects. This approach aligns with the requirements because it directly utilizes the "first name" from the Contact object and the "membership number" from the LoyaltyProgramMember object, which are necessary for personalizing the notification message.
Moreover, Option C would likely require the least amount of development effort because it leverages existing Salesforce data and related objects without the need for additional configuration or data extensions. In contrast, other options would require the setup of a data extension or custom objects that may not be directly tied to the triggering event, thereby increasing the complexity and development effort.
In Salesforce Marketing Cloud, Journey Builder is the tool that would be used to create this customer journey. It allows for the configuration of entry events based on data changes in Salesforce, such as the addition of a voucher to a member's account. The real-time nature of this trigger is essential for the immediate notification requirement.
According to Salesforce's official documentation, using Salesforce data as the entry source for a journey allows for real-time messaging based on record creation or updates. This means that as soon as a voucher record is created or updated in Salesforce, the entry event can trigger and begin the journey, which will send the personalized notification to the member.
In practice, setting up this entry event in Journey Builder would involve specifying the criteria for the trigger (in this case, the creation of a voucher) and mapping the necessary data fields for personalization. This is consistent with Salesforce's best practices for creating personalized, real-time customer engagements through Journey Builder. Salesforce's documentation on Journey Builder and real-time event triggers provides further details on how to configure these types of journeys and can be referred to for stepby- step guidance and the latest feature updates.


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Exam Name: Salesforce Loyalty Management Accredited Professional Exam (SU24)
Certification Name: Loyalty Management

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