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| Section | Weight | Objectives |
|---|---|---|
| Loyalty Management Fundamentals | 15% | - Describe the core concepts of loyalty management - Identify key business outcomes loyalty management drives - Explain loyalty program types and structures |
| Points and Rewards Management | 20% | - Manage loyalty currency (points) operations - Implement point expiration and adjustment rules - Process point transactions (earning, redeeming, adjusting) - Configure reward types and catalogs |
| Partner Management | 10% | - Manage partner program participation - Configure loyalty partners and relationships - Set up partner earning and redemption rules |
| Loyalty Program Configuration | 25% | - Implement program mechanics and journey milestones - Configure earning and redemption rules - Set up loyalty programs, rules, and promotions - Design tier structures and qualification criteria |
| Member Management | 20% | - Create and manage loyalty program members - Implement member lifecycle stages - Manage member enrollment and registration - Configure member tiers and benefits |
| Analytics and Reporting | 10% | - Analyze member engagement and program performance - Use Loyalty Management reporting features - Monitor loyalty metrics and KPIs |
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質問 # 93
When implementing Analytics for Loyalty, what are the three steps to turn on analytics and dashboards?
正解：B、C、E
解説：
To turn on analytics and dashboards for Loyalty, the three essential steps are:
* Assign Analytics for Loyalty User Permissions (A): This step ensures that users who need to access Loyalty Analytics have the necessary permissions to view and interact with the analytics and dashboards.
* Schedule dataflow for the analytics (C): Dataflow is the process by which data moves from Salesforce objects into Analytics datasets. Scheduling dataflow is crucial for ensuring that the analytics and dashboards have up-to-date information from the Loyalty Management system.
* Install CRM Analytics package (E): This involves adding the CRM Analytics package to your Salesforce org, which provides the tools and capabilities needed to create and customize analytics and dashboards for Loyalty Management.
Option B (Create standard Salesforce reports and dashboard) and Option D (Create an App using existing templates) are valuable for general reporting and app development within Salesforce but are not specifically tied to the initial steps for enabling Loyalty Analytics and dashboards.
Salesforce documentation on Loyalty Management and CRM Analytics would detail the process of enabling analytics for Loyalty, including the setup of user permissions, dataflow scheduling, and the installation of necessary packages to utilize analytics and dashboards effectively.
質問 # 94
Universal Containers implemented a Loyalty Program six months ago. The Loyalty Program Manager noticed a recent decrease in program efficiency. Now the Manager wants to incorporate a targeted strategy.
Which two benefits should the Administrator expect as a result of running the strategy?
正解：B、C
解説：
Incorporating a targeted strategy in a Loyalty Program can lead to the following benefits:
* Personalized digital marketing (A): A targeted strategy allows for more personalized communication and offers, tailored to the specific behaviors, preferences, and tiers of loyalty program members, enhancing member engagement and program effectiveness.
* Data-based segmentation strategy (D): By leveraging data to segment the loyalty program members, the program can deliver more relevant and appealing offers and communications, increasing member satisfaction and program participation.
Automatically archiving transaction journey data (option B) is more of a data management practice and not directly a benefit of running a targeted strategy. Rewarding customers based on their tiers (option C) is a common practice in loyalty programs but does not specifically result from implementing a targeted strategy.
Salesforce documentation on Loyalty Management would detail the advantages of implementing targeted strategies within loyalty programs, including how to leverage Salesforce tools for personalized marketing and data-driven segmentation.
質問 # 95
A member reaches out to the Member Services team regarding points that have expired and requests to restore them. The Loyalty program has a fixed model 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?
正解：B
解説：
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.
質問 # 96
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?
正解：A
解説：
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.
質問 # 97
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?
正解：B
解説：
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.
質問 # 98
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