Discover Loyalty Components
Learning Objectives
After completing this unit, you’ll be able to:
- List the challenges of member engagement.
- List the components of the rules management system in Loyalty Management.
- Explain how to run loyalty processes using Promotion Setup.
- Describe the use of flows.
Identify Challenges in Member Engagement
Cloud Kicks, a manufacturer of stylish and comfortable custom sneakers, runs a loyalty program called Cloud Kicks Inner Circle. The program gained popularity when it launched, but over time there has been a decline in engagement. Fewer customers are signing up for the program, and existing customers are less engaged. The Cloud Kicks loyalty team wants to turn things around, so they set out to determine the current challenges. Here’s what they learn.
- The point accumulation process is confusing.
- The rewards catalog lacks variety.
- The redemption process is complex and time-consuming.
- The program lacks exclusivity.
The team wants to rework the program to meet customer expectations.
Mary Levy is the Cloud Kicks loyalty program manager and the strategic mind behind operations. After extensive research and planning, Mary and the team design structured and well-defined processes that ensure a seamless and rewarding experience. She plans the accrual and redemption processes, a tier assessment process, and a process that assigns benefits to members according to their tier. She also defines rules to determine when and how the processes are executed. These processes will help deliver rich member experiences, ensure members receive their points, complete redemptions, assess member tiers, and assign exclusive benefits.
Mary conveys the requirements to Linda Rosenberg, the loyalty program administrator. Linda uses Loyalty Management to run the loyalty program and manage the loyalty processes on a day-to-day basis. To automate these processes, she uses a rules management system consisting of the following components.
- Promotion Setup
- Flows
- Decision Tables
- Batch Management
- Data Processing Engine (DPE)
In this module, you explore the different loyalty processes that Linda sets up based on the unique requirements of Cloud Kicks. Before you join Linda, take a closer look at the components she uses to set up the processes. Let’s start with Promotion Setup and flows.
Explore Promotion Setup
Promotion Setup lets you automate loyalty processes such as crediting and debiting member points, changing member tiers, and adding or updating records. You can define complex business scenarios, all within Loyalty Management. Create multiple loyalty program processes, and define multiple rules within each process.
Rules comprise conditions and actions. Conditions decide whether a transaction is eligible for an action. You can trigger a range of actions depending on the business scenario. Use parameters to store static values, dynamic values, and formulas required in the rules. Parameters can store multiple values and can be used across process rules.
Promotion Setup offers predefined templates for creating loyalty processes. These templates contain parameters and rules for transactional and non-transactional tasks, such as changing member tiers and getting member promotions. Run the templates using configurable business APIs that help processes communicate with each other.
Meet Salesforce Flows
Flows also let you automate loyalty processes. Flows execute actions such as reading or writing Salesforce data, displaying information, and executing business logic. Linda can set up conditions and control when a flow makes a specific decision outcome. Salesforce provides several loyalty-specific actions that instruct a flow to execute rules.
In the next unit, you look at the remaining loyalty components: decision tables, batch management, and DPE.