Functional Capabilities and Business Value7% of the exam
Loyalty programs and abandoned-cart Behavioral Triggers
How a B2C customer process runs from an abandoned-cart message in Marketing Cloud Engagement through purchase funding, service concessions and Loyalty Management partners, vouchers, benefits, reversals and group contributions.
Given a set of customer requirements, recommend suitable B2C products and solution approach to demonstrate a customer process which includes marketing, purchase, service and loyalty.
~7 min read · 11 practice questions
What the exam expects
- Recommend Marketing Cloud Engagement Behavioral Triggers for abandoned-cart marketing and decide which cart contents the message shows.
- Plan the move from a legacy abandoned-cart audience file to Behavioral Triggers.
- Model loyalty rewards: partner liabilities, benefits versus vouchers, voucher types and per-voucher overrides, transaction reversals and group contributions.
- Choose the Order Management lifecycle type and payment mechanism for purchase and service steps: externally fulfilled orders, invoice funding and keep-the-product concessions.
Key terms:
- Behavioral Triggers: the Engagement feature that writes abandoned-cart, browse or wishlist behavior into data extensions for sends and journeys.
- Voucher definition: a template that issues vouchers on demand, from flows or from loyalty program rules.
- Benefit: a loyalty advantage mapped to members by tier or other program rules.
- Transaction journal: the Loyalty Management record of an accrual, redemption or reversal; its Loyalty Ledger records move the points.
- Order summary lifecycle type: Managed (processed by Order Management) or Unmanaged (processed externally).
Key facts
Behavioral data retention
- Detail
- Behavioral data extensions store data for 30 days
Behavioral Triggers editions
- Detail
- Free for Pro, Corporate and Enterprise Editions
Use Current Cart cleared
- Detail
- Message shows the items originally abandoned
Partner billing types
- Detail
- Prepaid or Postpaid on LoyaltyProgramPartner
Voucher definition types
- Detail
- Fixed Value, Discount Percentage, Product or Service
Issue-time overrides
- Detail
- DiscountPercent and FaceValue override the definition
Reversible journals
- Detail
- Processed status with Loyalty Ledger records still present
Group contribution basis
- Detail
- ContributionCalculationType value is Percentage
Group transfer input
- Detail
- Processed Accrual journal already credited, used once
Unmanaged edit permission
- Detail
- Edit Unmanaged Order Summaries or B2B Commerce Integrator User
Sources for this section (9)
- Behavioral Triggershelp.salesforce.com (opens in a new tab)
- Behavioral Triggers Optional Featureshelp.salesforce.com (opens in a new tab)
- LoyaltyProgramPartnerdeveloper.salesforce.com (opens in a new tab)
- VoucherDefinitiondeveloper.salesforce.com (opens in a new tab)
- Issue Voucher Actiondeveloper.salesforce.com (opens in a new tab)
- Cancel an Accrual Transactionhelp.salesforce.com (opens in a new tab)
- LoyaltyPgmGroupMbrRlnspdeveloper.salesforce.com (opens in a new tab)
- Transfer Member Points to Groupshelp.salesforce.com (opens in a new tab)
- Order Management Lifecycle Typeshelp.salesforce.com (opens in a new tab)
- What must be in place on the site and in Engagement before you can create a behavioral trigger?
- Why might a journey find no behavioral rows for a shopper who abandoned a cart two months ago?
- When does a newly saved voucher definition begin issuing vouchers?
- Why can a transaction journal become impossible to reverse?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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