Mixed Deck — All SLM Topics Flashcards

Which object stores the history of a member's tier changes over time in Salesforce Loyalty Management?

Answer: Member Tier History

The Member Tier History object records each tier change for a Loyalty Program Member, including the previous tier, new tier, change date, and reason.

A loyalty program admin wants to automatically downgrade members who do not meet the annual qualifying point threshold. Which Salesforce Loyalty Management configuration supports this?

Answer: Tier Downgrade rule within Tier Group configuration

Tier Groups support configuring downgrade rules that automatically reassign a member to a lower tier if qualifying criteria are not met within the evaluation period.

Which segmentation strategy best identifies high-value loyalty members at risk of churn based on behavioral data in Data Cloud?

Answer: Combine a high Calculated Insight score for lifetime value with a recency metric showing no activity in 60+ days

Churn risk modeling is most accurate when high historical value (lifetime value Calculated Insight) is combined with recent inactivity signals to identify lapsing high-value members.

What is the recommended approach for manually upgrading a VIP customer to a higher tier outside the normal qualification cycle in Salesforce Loyalty Management?

Answer: Update the Loyalty Member Tier record's tier lookup and enter a Tier Change Reason

Manual tier overrides are performed by updating the Loyalty Member Tier record with the new tier assignment while documenting the reason via the Tier Change Reason field for auditability.

What is lead scoring?

Answer: Assigning numerical values to leads based on their likelihood to convert

Lead scoring ranks prospects based on behaviors, demographics, and engagement, helping sales teams prioritize the most promising leads.

A business wants to identify members who have not made a transaction in 90 days. Which Salesforce feature best automates this identification for analytics?

Answer: Report with cross-filter excluding recent activity

A report with a cross-filter can exclude members who have Transaction Journal records within the last 90 days, identifying inactive members.

A marketer wants to send a re-engagement offer only to members whose point balances will expire within 30 days. Which approach in Salesforce is most appropriate?

Answer: Build a Data Cloud segment using currency expiration date criteria and activate to Marketing Cloud

Combining a Data Cloud segment (filtering on expiration date) with an activation to Marketing Cloud enables targeted, automated re-engagement at scale.

A loyalty integration architect needs to call five different Salesforce REST endpoints in one external HTTP request to reduce network overhead. Which API supports this?

Answer: Salesforce Composite API (/services/data/vXX.0/composite)

The Composite API endpoint allows up to 25 subrequests in a single HTTP call, letting the external system batch multiple API operations efficiently.

What is marketing automation?

Answer: Using software to automate repetitive marketing tasks like emails and social posts

Marketing automation uses technology to automate repetitive marketing tasks, nurture leads through the funnel, and deliver personalized content at scale.

An admin configures a loyalty program with three tiers: Silver, Gold, and Platinum. Which record type groups these tiers together for evaluation purposes?

Answer: Member Tier Group

A Member Tier Group is the container that holds a ranked set of tiers and defines shared rules like qualifying period and demotion logic.

What is CRM?

Answer: Customer Relationship Management — software for managing customer interactions

CRM systems help businesses manage customer interactions, track relationships, and streamline sales and marketing processes.

A loyalty program tracks member sentiment through post-transaction surveys. Which Salesforce capability best connects survey responses to Loyalty Member records for engagement follow-up?

Answer: Salesforce Surveys linked to Loyalty Program Member via a lookup field

Salesforce Surveys can be linked directly to Loyalty Program Member records via lookup fields, enabling automated follow-up workflows based on survey responses.

Which Loyalty Management flow type is used to process a member's points accrual triggered by an external POS system via API?

Answer: Real-Time Accrual Flow

Real-Time Accrual Flows process point awards triggered immediately by external systems such as POS terminals via Loyalty Management APIs.

A loyalty program enables members to donate their points to a charity. In Salesforce Loyalty Management, how is this type of redemption best modeled?

Answer: As a non-merchandise redemption using a Redemption Points Activity

Non-merchandise redemptions like charity donations are modeled using Redemption Points Activities, which debit the member's balance without issuing a product voucher.

Which Salesforce Loyalty Management feature allows a program to automatically downgrade a member's tier if their qualifying points fall below the threshold during the assessment period?

Answer: Automatic Tier Assessment

Automatic Tier Assessment evaluates qualifying points against tier thresholds at the end of the reset period and adjusts tier status accordingly, including downgrades.

A loyalty analyst needs to report on the total points issued versus redeemed per tier in the past quarter. Which Salesforce objects would be queried to build this report?

Answer: Transaction Journal and Loyalty Program Member

Transaction Journal records all accrual and redemption events, while Loyalty Program Member provides the member's tier at the time of the query.

What action should you take if you want a customer to earn points based on specific behaviors like purchases or engagements in Salesforce Loyalty Management?

Answer: Set up a behavior-based point allocation rule

In Salesforce Loyalty Management, point allocation rules are configured to define how customers earn points. A behavior-based rule specifically links point accrual to actions like purchases, engagements, or other defined customer activities, ensuring points are awarded automatically when these behaviors occur. This allows for dynamic and automated point earning based on customer interactions.

An administrator sets 'Maximum Redemptions Per Member' to 3 on a Reward record. What happens when a member who has already redeemed the reward 3 times attempts a fourth redemption?

Answer: The redemption is blocked and an error is returned

When a member reaches the Maximum Redemptions Per Member cap, subsequent redemption attempts for that reward are blocked by the system and return an error.

When building a loyalty segment in Data Cloud, a 'Calculated Insight' is used to:

Answer: Surface pre-aggregated metrics like lifetime value or purchase frequency on profiles

Calculated Insights run ANSI SQL queries on Data Cloud data to produce aggregated attributes (like total spend or visit count) that can enrich segments.

A program administrator wants to configure a 'status points' system where points only drive tier status but cannot be redeemed. Which currency type should be used?

Answer: Qualifying Points

Qualifying Points are specifically designed to drive tier advancement and cannot be redeemed for rewards.