Salesforce Loyalty Management Accredited Professional (AP-212) Exam Practice Test Instant Access

Question 1

The VP of Loyalty Technology at ABC Corp. wants to launch a new Loyalty

program with minimal development time. However, its current Loyalty engine

requires several complex system integrations with its marketing and customer

service platforms. A Technical Consultant is brought in to assess the company's

business requirements and recommend a feasible solution to deliver the desired

Loyalty program for its customers.

Which two seamless integrations within the Salesforce ecosystem, does

Salesforce Loyalty Management offer that can be easily enabled by the Technical

Consultant to meet the customer's business requirement?

ASalesforce Service Cloud

BThird-party Customer Data Platform (CDP)

CSupplier and Partner Ecosystem

DSalesforce Marketing Cloud

Answer : A, D

Salesforce Loyalty Management offers seamless integrations within the Salesforce ecosystem that can be easily enabled to meet ABC Corp.'s business requirements for launching a new Loyalty program, including:

Option A: Salesforce Service Cloud, which can be integrated to manage customer service interactions and inquiries related to the Loyalty Program, enhancing the overall customer experience.

Option D: Salesforce Marketing Cloud, which allows for the creation and management of targeted marketing campaigns to engage Loyalty Program members, promote rewards, and encourage participation.

Question 2

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?

AMember Rewards and Benefits

BLoyalty Segments

CLoyalty product Pricing

DLoyalty Tiers

Answer : A, D

When designing an experiential Loyalty Program, the recommended objects to use for tracking member activities with the program are:

Loyalty Ledger & 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 & 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 & Transaction Journal) and C (Transaction Journal Type & 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 3

An Administrator must configure a tier point reset for a Loyalty Program to occur once every two years.

Which two setting does the Administrator need to consider in this scenario?

AThe Loyalty tier group field is populated.

BThe qualifying point reset date, period, and frequency are set on the tier group.

CThe Currency type field must correspond to qualifying.

DThe currency type field must correspond to non-qualifying.

Answer : B

For configuring a tier point reset in Salesforce Loyalty Management that occurs once every two years, the administrator needs to consider:

The qualifying point reset date, period, and frequency are set on the tier group (B): This setting ensures that members' qualifying points are reset according to the specified schedule, in this case, every two years. This reset mechanism is crucial for maintaining the program's competitiveness and encouraging ongoing member engagement.

The option A, 'The Loyalty tier group field is populated,' is a prerequisite for tier management but not directly related to the reset settings. Options C and D, regarding the Currency type field, are not relevant to the tier point reset settings, as the reset pertains to the accumulation and expiration of qualifying points within the tier structure, not the currency type.

Salesforce Loyalty Management documentation would provide detailed instructions on configuring tier resets, including the impact of different settings on member tiers and how to communicate changes effectively to maintain member satisfaction and engagement.

Question 4

The Loyalty Administrator for Northern Trail Outfitters (NTO) defines Basic and Premium as the two Tiers for its Insider program. They want to define a free product sample for all members in Premium Tier.

How does NTO configure tiers within the Loyalty Program to give vouchers for members in the Premium Tier?

AVoucher Management and Benefit Action

BVoucher Management and Benefits Setup

CVoucher Management; Benefits Setup (in Program console); Benefit Action to define downstream actions and FLOW - Benefit action for orchestration

DVoucher Management; Benefits Setup (in Program console); Benefit Action to process benefits

Answer : C

To configure tiers within the Loyalty Program at Northern Trail Outfitters (NTO) for giving vouchers to members in the Premium Tier, the configuration involves Voucher Management; Benefits Setup (in Program console); Benefit Action to define downstream actions and FLOW - Benefit action for orchestration (C). This comprehensive approach allows for the creation and management of vouchers as benefits associated with the Premium Tier, the setup of these benefits within the Loyalty Program console to specify the conditions and entitlements, and the use of Salesforce Flow for orchestrating the process of issuing vouchers to qualifying members.

This method ensures that vouchers are systematically managed, associated with the correct tier and member eligibility criteria, and efficiently distributed to members through automated processes, enhancing the value and appeal of the Premium Tier.

Salesforce documentation on Loyalty Management would detail the steps for setting up and managing tier-based benefits, including the use of Voucher Management and Flow for effective benefit administration and member engagement.

Question 5

A Loyalty member has achieved enough points for Gold tier status; however, the member reports some benefits are missing.

What should the Administrator do to troubleshoot and correct the error?

AConfirm the member is assign to the correct tier and that tier has benefits

BAdjust points on the member record to trigger member benefits actions

CConfirm the program and member are in an active status

DIssue a promotion to the member of the mission benefits

Answer : A

To troubleshoot and correct the issue of a Loyalty member missing benefits despite achieving Gold tier status, the Administrator should first confirm that the member is assigned to the correct tier and that the tier includes the expected benefits. This involves checking the member's tier assignment within the Loyalty Program to ensure it reflects their Gold status and reviewing the associated tier benefits to confirm they are correctly configured and active. This step is crucial in identifying any discrepancies or issues in tier assignment or benefit configuration that may be causing the member to miss out on their entitled benefits.

Question 6

A company has an existing Loyalty Program. The Salesforce Administrator has been asked to automate the current redemption process for non-qualifying points based on the products, regions, available dates and tiers. What task does the Administrator need to complete first to implement a decision table for the redemption process?

ACreate a decision table with input & output values

BCreate a flow to confirm members have points to redeem

CSet the 'Is Redeemable' flag on the Loyalty Program Currency

DCreate an object with fields for storing redemption details

Answer : D

To automate the current redemption process for non-qualifying points based on various criteria like products, regions, available dates, and tiers, the Administrator needs to first Create a decision table with input & output values (A). A decision table in Salesforce Loyalty Management allows for the specification of complex redemption rules and conditions in a structured format, making it the foundational step in automating the redemption process. This table will define how non-qualifying points can be redeemed under different scenarios, serving as the basis for the automated redemption logic.

Question 7

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

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

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

CCreate Schedule-Triggered Flow that to be executed every night This flow will scan the expired reset Period at the Group Level and rese the points using the out-of-the-box Reset point flow action

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

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.