Loyalty Programs

Introduction

In this workshop, you’ll create a loyalty program in Loyalty Management and configure tier groups, tiers, currencies, benefits, product categories, products, vouchers and members.

Watch this video to understand how to create a loyalty program and add its tiers and currencies.

Create a Loyalty Program Using Simplified Setup

A loyalty program is your starting point for setting up Loyalty Management in your Salesforce org. It helps to design, organize, and customize the loyalty building blocks with loyalty programs.

The simplified setup enables program managers to create a loyalty program, and add redeemable currencies, define tier groups and tiers, map benefits, and track eligible activities.

Steps to create and configure a loyalty program using simplified setup

In this exercise, you will create a loyalty program by entering a few basic details.

1. Search for Loyalty Program Simplified Setup from App Launcher and select the menu item.
2. Click Create Program.
3. Enter NTO Insider in the Name field.
4. Enter Loyalty program for fashion enthusiasts in the Description field.
5. Click Save.

Loyalty program names

It is recommended to choose a program name that represents your brand and resonates with members.

Configure Redeemable Points

In this exercise, you will configure non-qualifying points that the members can earn and redeem for rewards. Then you will select an expiration model and configure other expiration details that suit your program.

1. Click Add Redeemable Points
2. Enter Points in the Name field.
3. Expand the Settings section.
4. Leave the Expiration Model as Fixed.
5. Leave the Expiration Period to the default value of 1 Years.
6. Set Extend Expiration Period to No extension.
7. Click Save.

Add Redeemable Points dialog

Define Tier Group and Tiers

In this exercise, you will create tier groups, and configure the tier model and the expiration details. You will then add tiers to tier groups and set the minimum point balance required to attain each tier.

1. Click Add Tier Group
2. Enter Status Tier Group in the Tier Group Name field.
3. Enter Tier Points in the Qualifying Points Name field.
4. Expand the Settings section.
5. Leave the Tier Model as Fixed.
6. Set the First Qualifying Period End Date to Dec 31 of the current calendar year.
7. Leave the Tier Qualifying Period Duration to the default value of 1 Years.
8. Leave the Tier Duration to the default value of 1 Years.
9. Leave the Extend Expiration Period to the default value of No extension.
10. Click Save and Next.
11. Configure each tier row using the values in the table below.

Name	Points Threshold	Tier Color
Silver	0	#C0C0C0
Gold	1000	#FCC003
Platinum	5000	#E5E4E2

2. Leave the Rule-Based Tier Assessment set to the default value of Enabled.
3. Click Save.

Configure Tier Group Settings dialog

Saving tier groups

Saving the tier group will automatically generate Loyalty Program Processes and Program Process rules for Tier Assessment (to manage both Tier Upgrade and Tier expiry scenarios) based on the eligible point balances that have been specified for each tier.

Define Benefits

Loyalty benefits are privileges that loyalty program members are entitled to receive. Loyalty program members are rewarded with benefits to increase their engagement in the program. As members move to higher tiers, they receive more benefits. Benefits can be used along with tiers to motivate members to reach higher tiers by enabling better benefits for higher tiers. Loyalty benefit includes:

• Benefit Type groups the benefits that are created under the benefit type. For example, Priority Phone Support and Standard Web Support.
• Benefits are created within the benefit type. Benefits are mapped to the members based on the tier or program rules. For example, Support Benefits.
• Benefit Action is an action that can be automatically triggered. For example, when a support benefit is defined, a corresponding Service Entitlement can be created in Service Cloud using Benefit Action.
• Dynamic Benefits are a type of benefit that can be issued to members due to engagement activities. For example, a member can receive a 'priority shipping' benefit for one month after they respond to a survey.

A loyalty program can have multiple benefit types. Each benefit type can have more than one benefit. Benefits can also be created with tiers.

Create Benefit Categories

1. Click on the icon and click the first Setup menu item.
2. Click Object Manager.
3. Enter Benefit Type in the Object Manager Quick Find field.
4. Select Benefit Type from the filtered list.
5. Click Fields & Relationships.
6. Click Category.
7. Locate the Category Picklist Values section and click New.
8. Paste the following values to the text area field:

Member Exclusives
Orders
Experiences

9. Click Save.

Category Picklist Values

Create Unit of Measure

1. Search for Units of Measure from App Launcher and select the menu item.
2. Click New.
3. Enter Dollar Value in the Name field.
4. Enter USD in the Unit Code field.
5. Click Save.

Add Benefit Type with Benefits

1. Return to the Loyalty Program Setup page from the initial exercise and expand the Tier and Benefits section.
2. Click Add Benefit Type with Benefits
3. Select Member Exclusives from the Benefit Category menu.
4. Enter Exclusive Discounts in the Benefit Type field.
5. Click Save and Next.

Creating Benefit Type Error

You may experience the following error when creating a benefit type:

We couldn’t create the Benefit type.

Select a unit of measure.

This is a known issue in SDO orgs and should not occur in production orgs. If you experience this issue follow the steps detailed in the Update Unit of Measure on Benefit Type Flow exercise, then return to this exercise to complete the remaining steps.

1. Click Add Benefit.
2. Enter 10% off on Apparel voucher in the name field.
3. Enter 10 in the Priority field.
4. Select Silver and Gold from the Tiers menu.
5. Click Add Benefit.
6. Enter 15% off on Apparel voucher in the name field.
7. Enter 20 in the Priority field.
8. Select Platinum from the Tiers menu.
9. Click Save.
10. Click Add Benefit Type with Benefits
11. Select Orders from the Benefit Category menu.
12. Enter Shipping in the Benefit Type field.
13. Click Save and Next.
14. Create three shipping benefits using the following values:

Name	Priority	Tiers
Free Shipping on Orders Greater Than $75	10	Silver
Free Shipping on Orders Greater Than $40	40	Gold
Free Shipping on All Orders	30	Platinum

15. Click Save.

Configure shipping benefit types and benefits

Update Unit of Measure on Benefit Type Flow (optional)

Optional Exercise

The following steps are only required if you experience an error when creating a benefit type in the previous exercise.

1. Search for Flows from App Launcher and select the menu item.
2. Click New.
3. Select the Record-Triggered Flow card.
4. Enter and select Benefit Type in the Object field.
5. Select All Conditions Are Met (AND) from the Condition Requirements menu.
6. Select Unit of Measure ID from the Field menu.
7. Select Is Null from the Operator menu.
8. Select True from the Value menu.
9. Select Fast Field Updates from the Optimize Flow section.

Configure flow action for updating unit of measure on benefit type

10. Add a Get Records element to the Flow canvas.
11. Enter and select Unit of Measure in the Object field.
12. Select None—Get All Unit of Measure Records from the Condition Requirements field.
13. Select Ascending from the Sort Order field
14. Enter and select Id from the Sort By field
15. Select Only the first record from the How Many Records to Store field
16. Select Automatically store all fields from the How to Store Record Data field.

Configure Get Records flow element to retrieve unit of measure

17. Add an Update Records element to the Flow canvas.
18. Select Use the benefit type record that triggered the flow option from the How to Find Records to Update and Set Their Values setting.
19. Select All Conditions Are Met (AND) from the Condition Requirements menu.
20. Select Unit of Measure ID from the Field menu.
21. Select Is Null from the Operator menu.
22. Select True from the Value menu.
23. In the Set Field Values for the Benefit Type Record section, select Unit of Measure ID from the Field menu.
24. Select Record Fields > Unit of Measure ID from the Value menu.

Configure Update Records flow element to update unit of measure

25. Click Save.
26. Click Activate.

Configured flow to update unit of measure

Accrual and Redemption Activities

In this exercise you will configure accrual and redemption activities so that members can earn and spend points. You can view the activities that already exist in the program and accordingly add new activities.

Record Deletion

You can’t delete accrual and redemption activities.

1. From the Loyalty Program page, Click Add Accrual Activities in the Accrual and Redemption Activities section.
2. Enter Product Reviews in the Accural Activity Name field, then click Add.
3. Enter Store Visits in the Accural Activity Name field.
4. Click Add.
5. Click Save.
6. Click Add Redemption Activities.
7. Enter Products in the Redemption Activity Name field.
8. Click Add.
9. Enter Redeem Against Vouchers in the Redemption Activity Name field.
10. Click Add.
11. Enter Redeem Against Orders in the Redemption Activity Name field.
12. Click Add.
13. Click Save.
14. Expand the Accrual and Redemption Activities section to view the activities you created.

Loyalty Program Accrual and Redemption Activities

Activate Loyalty Program

Now your Loyalty Program is configured are ready to activate the program. Select Activate Program from the progam page banner.

Activate Loyalty Program

Related Resources

• Loyalty Programs and Loyalty Management Trailhead Badge
• Manage Loyalty Programs
• Key Elements of Your Loyalty Program
• Create a Loyalty Program by Using Simplified Setup
• Create a Loyalty Program Using Record Pages