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Oracle Loyalty Cloud Implementing Loyalty 19B
Oracle Loyalty CloudImplementing Loyalty
19B
Oracle Loyalty CloudImplementing Loyalty
19BPart Number F14730-01Copyright © 2011-2019, Oracle and/or its affiliates. All rights reserved.
Author: Sharon Conroy
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Oracle Loyalty CloudImplementing Loyalty
Contents
Preface i
1 About This Guide 1Audience and Scope ................................................................................................................................................ 1
Related Guides ......................................................................................................................................................... 1
2 Implementing Oracle Loyalty Cloud Overview 3About Oracle Loyalty Cloud: Overview ...................................................................................................................... 3
3 Working with Oracle Loyalty Cloud Members 5Oracle Loyalty Cloud Members: Overview ................................................................................................................. 5
Managing Loyalty Members Tasks: Overview ............................................................................................................ 6
4 Working with Oracle Loyalty Cloud Transactions 9Oracle Loyalty Cloud Transactions: Overview ............................................................................................................ 9
Managing Loyalty Members Transactions: Overview ............................................................................................... 10
Oracle Loyalty CloudImplementing Loyalty
Oracle Loyalty CloudImplementing Loyalty
Preface
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PrefaceThis preface introduces information sources that can help you use the application.
Using Oracle Applications
Using Applications HelpUse help icons to access help in the application. If you don't see any help icons on your page, click your user imageor name in the global header and select Show Help Icons. Not all pages have help icons. You can also access OracleApplications Help.
Watch: This video tutorial shows you how to find help and use help features.
You can also read Using Applications Help.
Additional Resources
• Community: Use Oracle Cloud Customer Connect to get information from experts at Oracle, the partnercommunity, and other users.
• Guides and Videos: Go to the Oracle Help Center to find guides and videos.
• Training: Take courses on Oracle Cloud from Oracle University.
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Convention Meaning
boldface Boldface type indicates user interface elements, navigation paths, or values you enter or select.
monospace Monospace type indicates file, folder, and directory names, code examples, commands, and URLs.
> Greater than symbol separates elements in a navigation path.
Documentation AccessibilityFor information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website.
Videos included in this guide are provided as a media alternative for text-based help topics also available in this guide.
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Preface
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Contacting Oracle
Access to Oracle SupportOracle customers that have purchased support have access to electronic support through My Oracle Support. Forinformation, visit My Oracle Support or visit Accessible Oracle Support if you are hearing impaired.
Comments and SuggestionsPlease give us feedback about Oracle Applications Help and guides! You can send an e-mail to:[email protected].
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Chapter 1About This Guide
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1 About This Guide
Audience and ScopeThis guide is intended for Oracle Loyalty Cloud administrators and program managers tasked with creating, modifying, andadministering Loyalty Cloud members and transactions. The guide assumes that you have the permissions to perform thefollowing tasks:
• Create, review, and define specific elements of your loyalty program for your enrolled members and their respectivetransactions.
• Access all loyalty applications with full read writer permissions.
Note: This guide complements the Implementing Service in Engagement Cloud guide and assumes that you arefamiliar with all the functionality provided with Oracle Engagement Cloud.
Related GuidesYou may want to consult other guides in addition to this one as you implement, administer, maintain, and use Oracle LoyaltyCloud.
You can find Loyalty Cloud guides on the Loyalty Cloud Help Center (docs.oracle.com/cloud/latest/salescs_gs/docs.htm). Afull list of Oracle cloud guides are at docs.oracle.com/cloud/latest/allbooks.htm.
Engagement Cloud Implementation GuidesThe following table lists implementation guides.
Title Description
Oracle Engagement Cloud GettingStarted with Your Sales Implementation
Describes your initial Oracle Engagement Cloud service implementation procedures, based on asimple sales-force-automation use case.
Oracle Engagement Cloud ImplementingSales
Contains conceptual information and procedures needed to implement components and features ofOracle Engagement Cloud.
Loyalty Cloud GuidesThe following table lists the administration guide used with Loyalty Cloud.
Title Description
Administering Loyalty Cloud
Describes your initial Oracle Loyalty Cloud service implementation procedures, based on a simplesales-force-automation use case.
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For more information on importing and exporting data in Loyalty Cloud, see File-Based Import and Export in Oracle LoyaltyCloud: Overview. You can find Loyalty Cloud guides on the Loyalty Cloud Help Center (docs.oracle.com/cloud/latest/salescs_gs/docs.htm)
Related Topics
• File-Based Import and Export in Oracle Loyalty Cloud: Overview
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Chapter 2Implementing Oracle Loyalty Cloud Overview
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2 Implementing Oracle Loyalty CloudOverview
About Oracle Loyalty Cloud: OverviewTo start an implementation of Loyalty Cloud, a user with the Application Implementation Consultant role(ORA_ASM_APPLICATION_IMPLEMENTATION_CONSULTANT_JOB) must opt into the offerings applicable to your businessrequirements. Refer to the Oracle Applications Cloud Using Functional Setup Manager guide to manage the opt-in and setupof your offerings.
Loyalty OfferingUse this offering to create dynamic, cross-industry loyalty programs that drive customer initiatives with promotions andrewards. For example, it can be used to create and manage:
• Airlines' frequent-flyer programs
• Retailers' frequent shopper programs
• Hotels' frequent guest programs
You must research and analyze your business requirements to determine who your best customers are and how you wantto affect their behavior. For example, Oracle Loyalty Cloud permits you to design a loyalty program to encourage loyaltymembers to favor a specific communication channel over traditional channels. You may want to encourage more customersto using social media, rather than contacting your company call center.
The following table specifies the primary functional areas of this offering. For the full list of functional areas and features in thisoffering, use the Associated Features report that you review when you plan the implementation of your offering.
Functional Area Description
Loyalty Members
You can create, review, and define specific elements of your loyalty program in relation to yourenrolled members. For example, you may want to change your program to limit the number ofloyalty member groups, or you may want to increase the number of membership levels that areavailable.
Loyalty Transactions
You can create, review, and define specific elements of your loyalty program in relation to yourenrolled members' transactions. For example, you may want to change your program to encouragemembers to use specific airports, or to buy specific air fares.
Before implementing Oracle Loyalty Cloud members and transactions, you must set up and configure Loyalty Cloudprograms, partners, and promotions. For more information on setting up Loyalty Cloud, see Oracle Applications Cloud UsingFunctional Setup Manager.
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Chapter 2Implementing Oracle Loyalty Cloud Overview
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3 Working with Oracle Loyalty Cloud Members
Oracle Loyalty Cloud Members: OverviewAfter the loyalty manager has set up loyalty program and promotions, you can create, review, and define specific elementsof your loyalty program in relation to your enrolled members. For example, you may want to change your program to limit thenumber of loyalty member groups or you may want to increase the number of membership levels that are available.
The Loyalty Members pane shows the tasks available to you.
• To show all tasks, select All Tasks from the Show menu.
• To show all required tasks, select Required Tasks from the Show menu.
• To review a task, click the task name.
Oracle Loyalty Cloud enables you to perform the following loyalty member tasks:
• Manage Loyalty Member Relationship Type
You use the Manage Loyalty Member Relationship task to define loyalty member relationship types. For example,typical values are Spouse, Child, and Referral. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Member Group
Members can change membership group, either by earning a specified number of qualifying points, or by meetingcertain criteria within a specified time. You use the Manage Loyalty Member Group task to define loyalty membergroups. Typical values can be Domestic Leisure Traveler, International Leisure Traveler, Frequent Business Traveler,and Infrequent Business Traveler. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Member Class
You use the Manage Loyalty Member Class task to define member classifications. For example, typical values canbe Agency, Salesperson, or Primary Distributor. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Member Phase
Members can change membership phase, by earning a specified number of qualifying points, or by meeting certaincriteria within a specified time. You use the Manage Loyalty Member Phase task to define loyalty member phaseswithin the loyalty program. For example, typical phases are Gold - Phase 1, Gold - Phase 2, Platinum - Phase 1, andPlatinum - Phase 2. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Member Status
You use the Manage Loyalty Member Voucher Status task to define member statuses within the loyalty program. Forexample, typical values are Active, Inactive, Canceled, and Merged. This task is performed by the Loyalty ProgramAdministrator.
• Manage Loyalty Member Voucher Status
You can design your loyalty program to assign vouchers to loyalty members that members can then redeem withinthe loyalty program. You use the Manage Loyalty Member Voucher Status task to define voucher statuses within theloyalty program. For example, typical values are Expired, Used, Closed, or Available. This task is performed by theLoyalty Program Administrator.
• Manage Loyalty Member Voucher Basis
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You can design your loyalty program to assign vouchers to loyalty members that members can then redeem withinthe loyalty program. You use the Manage Loyalty Member Voucher Basis task to define the basis on which voucherswithin the loyalty program can be assigned. For example, typical values are Redemption, Accrual, or Tier Reward.This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Membership Card Type
You use the Manage Loyalty Membership Card Type task to define the specific membership card types availableto members within your loyalty program. For example, typical values are Gold, Silver and Platinum. This task isperformed by the Loyalty Program Administrator.
• Manage Loyalty Membership Card Status
Membership cards can change status, depending on members' activity or inactivity. You use the Manage LoyaltyMembership Card Type task to define the available statuses of membership cards. For example, typical values areActive, Stolen, Expired, or Closed. This task is performed by the Loyalty Program Administrator.
• Manage Tier Change Reason Code
Members can change tier statuses, either by earning a specified number of qualifying points, or by meeting certaincriteria within a specified time. You use the Manage Tier Change Reason Code task to define the codes used forupdating member tier levels within your loyalty program. For example, you can assign the reason for changing theTier such as Retention, or Strategic Customer. This task is performed by the Loyalty Program Administrator.
• Manage Status Change Reason Code
Members can change membership status, depending on membership activity or inactivity. You use the ManageStatus Change Reason Code task to define the reason codes used for updating membership statuses within yourloyalty program. For example, you can assign a specific reason code such as Canceled, Expired, or PaymentPending. This task is performed by the Loyalty Program Administrator.
For more information about importing loyalty members, see Oracle Loyalty Cloud Extending Loyalty and File-Based DataImport for Oracle Loyalty Cloud.
Managing Loyalty Members Tasks: OverviewAfter the loyalty manager has set up loyalty program and promotions, you create, review, and define specific elements of yourloyalty program in relation to your enrolled members. For example, you may want to change your program to limit the numberof loyalty member groups or you may want to increase the number of membership levels that are available.
To define specific elements of your loyalty program in relation to your enrolled member:
1. In the Setup and Maintenance work area, go to the following:
◦ Offering: Loyalty
◦ Functional Area: Loyalty Members
◦ Show menu: All Tasks
A list of all available tasks pertaining to loyalty members appears in the Loyalty Members panel.2. Click the required loyalty member task.3. (Optional) In the Lookup Type field, edit the Meaning or Description fields.
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Note: All lookups associated with Oracle Loyalty Cloud must be preceded with: ORA_LOY
4. (Optional) In the Lookup Codes panel, edit the Display Sequence, Enabled, Start Date, End Date, or Meaning fields.5. (Optional) In the Lookup Codes table, from the Action menu, choose Create to add an item to the list of valid values.
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Chapter 4Working with Oracle Loyalty Cloud Transactions
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4 Working with Oracle Loyalty CloudTransactions
Oracle Loyalty Cloud Transactions: OverviewAfter the loyalty manager has set up loyalty program and promotions, you can create, review, and define specific elements ofyour loyalty program in relation to your enrolled members' transactions. For example, you may want to change your programto encourage members to use specific airports, or to buy specific air fares.
The Loyalty Transactions pane shows the tasks available to you.
• To show all tasks, select All Tasks from the Show menu.
• To show all required tasks, select Required Tasks from the Show menu.
• To review a task, click the task name.
Oracle Loyalty Cloud enables you to perform the following loyalty transaction tasks:
• Manage Loyalty Transaction Zone
You use the Manage Loyalty Transaction Zone task to define airline zone. For example, an economy class ticketwith an American airline from New York to Chicago is worth 100 points, however, an economy class ticketwith a European airline from London to Paris is worth 50 points. This task is performed by the Loyalty ProgramAdministrator.
• Manage Loyalty Transaction Airport
You use the Manage Loyalty Transaction Airport task to define airports. For example, originating flights from aspecific airport in New York are eligible to earn the member 100 points; however, originating flights from anotherspecific airport in Paris is worth 50 points. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Transaction Travel Class
You use the Manage Loyalty Transaction Travel Class task to define travel class. For example, typical values areEconomy, Business, or First Class. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Transaction Fare Type
You use the Manage Loyalty Transaction Fare Type task to define the type of fare purchased. For example, typicalvalues are Economy, Business, or First Class. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Transaction Channel
You use the Manage Loyalty Transaction Channel task to define transaction channels. For example, transactionscompleted on a company Web site are eligible to earn 100 points, however transactions completed with a salesrepresentative are eligible to earn 250 points. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Transaction Travel Booking Class
You use the Manage Loyalty Transaction Travel Booking Class task to define travel booking class. For example,typical values are Economy, Business, or First Class. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Transaction Payment Type
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You use the Manage Loyalty Transaction Payment Type task to define the transaction payment types. For example,debit card transactions earn a member 100 loyalty points, however credit card transactions earn a member 250loyalty points. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Transaction Source
You use the Manage Loyalty Transaction Source task to define the transaction sources. For example, transactionsoriginating from a Point-Of-Sale earn a member 100 loyalty points, however transactions originating from thecompany Web site earn a member 250 loyalty points. This task is performed by the Loyalty Program Administrator.
• Manage Loyalty Transaction Social Action Type
You use the Manage Loyalty Transaction Source task to define members' social media actions. For example,members who comment on the company Facebook page are eligible to earn 100 points, however members whopurchase the product on company Facebook page are eligible to earn 250 points. This task is performed by theLoyalty Program Administrator.
• Manage Loyalty Transaction Fare Basis
You use the Manage Loyalty Transaction Travel Class task to define travel booking class. For example, typical valuesare Economy, Business, or First Class. This task is specific to airline loyalty programs. This task is performed by theLoyalty Program Administrator.
• Manage Loyalty External Product Type
You use the Manage Loyalty External Product Type task to manage the product associated with your transaction.This task is performed by the Loyalty Program Administrator.
• Manage Loyalty External Product Line
You use the Manage Loyalty External Product Line task to manage the product line of the product associated withyour transaction. This task is performed by the Loyalty Program Administrator.
For more information about importing loyalty transactions, see Oracle Loyalty Cloud Extending Loyalty and File-Based DataImport for Oracle Loyalty Cloud.
Managing Loyalty Members Transactions: OverviewAfter the loyalty manager has set up loyalty program and promotions, you can create, review, and define specific elements ofyour loyalty program in relation to your enrolled members' transactions. For example, you may want to change your programto encourage members to use specific airports, or to buy specific air fares.
To define specific elements of your loyalty program in relation to your member's transactions:
1. In the Setup and Maintenance work area, go to the following:
◦ Offering: Loyalty
◦ Functional Area: Loyalty Transactions
◦ Show menu: All Tasks
A list of all available tasks pertaining to loyalty members appears in the Loyalty Transactions panel.2. Click the required loyalty transaction task.3. (Optional) In the Lookup Type field, edit the Meaning or Description fields.
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Note: All lookups associated with Oracle Loyalty Cloud must be preceded with: ORA_LOY
4. (Optional) In the Lookup Codes panel, edit the Display Sequence, Enabled, Start Date, End Date, or Meaning fields.5. (Optional) In the Lookup Codes table, from the Action menu, choose Create to add an item to the list of valid values.
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