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Loyalty Management
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            Loyalty Service Excellence

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            Loyalty Service Excellence

            Use the Identity Verification flows and the service console for Loyalty Program Members so that your customer service representatives (CSRs) can engage loyalty program members better. CSRs can use Identity Verification flows to verify the identity of your loyalty program members or their authorized member representatives. Then, CSRs can use the service console to resolve issues, clarify questions, manage requests, and more of loyalty program members or authorized member representatives.

            Required Editions

            Available in: Lightning Experience in Enterprise, Performance, Developer, and Unlimited Editions
            Available in: Orgs that have the B2C - Loyalty Management Plus or the Loyalty Management - Advanced license enabled
            • Prerequisites for Setting Up the Service Console for Loyalty Program Member
              Review these prerequisites and considerations to set up and use the Service Console for Loyalty Program Member.
            • Identity Verification
              Customer service representatives verify the identity of loyalty program members or authorized member representatives by using the prebuilt Verify Customer Identity or the Verify Identity of Loyalty Program Member flows. The Verify Identity of Loyalty Program Member flow is a customized flow that’s provided by Loyalty Management. You can also create custom flows in Flow Builder by using the Verify Customer Identity Flow template.
            • Service Console for Loyalty Program Members
              Customer service representatives (CSRs) can get a comprehensive view of members’ details and activities in one page by using the service console for loyalty program members. CSRs can use the console to proactively engage loyalty program members and resolve their questions, and address their requests, search for relevant knowledge articles, get alerts for related records that need attention, and run actions to resolve member requests. CSRs can also track previous interactions on a timeline and check related records.
            • Member Profile Card
              Customer service representatives can view a loyalty program member’s basic information in the Member Profile card. A member is an individual represented by a contact in your organization.
            • Loyalty Member Timeline
              Timeline provides a comprehensive, chronological, and interactive view of member-related activities in one place. For example, when a member calls in about their points balance, the customer service representative can create an engagement interaction that gets included in the Timeline, making the interaction viewable for other service representatives.
            • Member Activity Details
              Show relevant details of loyalty program members’ activity in your service console so that your customer service representatives (CSRs) can quickly view the details and assist members efficiently. You can show four tabs out of the seven options in any order: Overview, Transactions, Promotions, Vouchers, Benefits, Badges, and Associated Groups.
            • Actions
              Configure actions by using flows, OmniScripts, or quick actions so that your customer service representatives can use Action Launcher to quickly find and run service actions, such as issuing a voucher, and changing member’s tiers, and resolve queries.
            • Alerts
              Show alerts on the Loyalty Program Member page so that your customer service representatives, loyalty program admins, and the program managers can stay on top of changes related to your loyalty program members. For example, show alerts on a member's expiring points or vouchers so that the members can take immediate action and avoid issues. You can also alert customer service representatives. You can create alerts manually or automatically.
            • Cases
              Create cases for loyalty program members and associate the cases with the respective loyalty program member records. Manage cases in the service console for loyalty program members.
            • Loyalty Member Lifecycle
              Use the Loyalty Membership Lifecycle component to track a member’s change of status. You can track changes, such as the duration of a purchased subscription and the status of the subscription. If your loyalty program has paid tiers, then you can track the duration for which members are required to be part of the paid tier.
             
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