⚡ What’s New for Loyalty Management in Winter ’26?
More scenario questions around complex tiering, promotions, vouchers, and partner offers, including rules for qualifying activities and preventing fraud or abuse.
Increased focus on loyalty journeys across Marketing Cloud, Commerce, and Service, including how to trigger journeys, manage member communications, and track engagement.
More emphasis on loyalty analytics, segmentation, and using dashboards/reports to measure program health, breakage, and lifetime value.
Salesforce Loyalty Management Accredited Professional Exam Guide
Design, Configure & Optimize Modern Loyalty Programs on Salesforce
The Salesforce Loyalty Management Accredited Professional credential validates your ability to design and implement loyalty programs using Salesforce Loyalty Management. You’ll be assessed on program design, member lifecycle, promotions, tiers, integrations, and analytics across the Salesforce platform and related clouds.
📊 Exam at a Glance
Exam Domains & Weightage (High-Level View)
1. Loyalty Program Strategy & Data Model
~20%This domain covers how you design a loyalty program that aligns with business goals and how you use the core Loyalty Management data model.
- Understanding program types (points, tiers, spend-based, visit-based, coalition, partner).
- Mapping business objectives to program structure, currencies, and tiers.
- Key objects: Program, Program Member, Tier, Accrual, Redemption, Voucher, Promotion, Partner.
- Choosing appropriate membership models (household vs. individual, B2B vs. B2C).
- High-level governance: eligibility, terms & conditions, and breakage strategies.
Expect scenario questions where you must recommend the right program design pattern and data model usage to support long-term business and customer goals.
2. Member Lifecycle, Journeys & Experiences
~25%This domain focuses on how you manage the end-to-end member lifecycle and experiences across channels.
- Enrollment strategies (self-service, assisted, campaign-based) and profile capture.
- Tier upgrades/downgrades, requalification, and lifecycle rules.
- Engagement journeys using Marketing Cloud or Journey Builder with loyalty events.
- Personalization: using member attributes, segments, and preferences for messaging.
- Surprise & delight moments, anniversaries, and lifecycle campaigns.
Answers should reflect multi-cloud experiences – loyalty doesn’t live in isolation; it interacts with Marketing, Service, and Commerce touchpoints.
3. Earning, Redemption, Promotions & Tiers
~25%This domain deals with how members earn and use rewards, including promotional logic and tiers.
- Configuring accrual rules (spend-based, activity-based, event-based, partner-based).
- Defining redemption rules, catalogs, vouchers, and handling partial redemptions.
- Setting up promotions: bonus points, multipliers, time-bound campaigns, partner offers.
- Building and managing tiers, thresholds, and benefits (soft and hard benefits).
- Managing edge cases: returns, fraud prevention, duplicate earning, and expirations.
Many questions will give you a detailed earning/redemption requirement and ask for the most appropriate configuration approach.
4. Integrations with Commerce, Service & Marketing
~15%This domain evaluates your understanding of multi-cloud integrations that bring loyalty into day-to-day interactions.
- Using Commerce Cloud / Order Management to earn/redeem in e-commerce flows.
- Exposing loyalty balances and offers in Experience Cloud portals or mobile apps.
- Service use cases: agents viewing and adjusting balances, appeasements, and goodwill credits.
- Marketing Cloud use cases: segmentation based on tier, balance, and engagement.
- Events and APIs used to connect external systems or POS with loyalty programs.
5. Operations, Analytics, Governance & Compliance
~15%Finally, the exam checks your ability to keep a program healthy over time using analytics, governance, and operational processes.
- Program monitoring: member growth, activity, breakage, and liability views.
- Dashboards and reports for tiers, promotions, and partner performance.
- Operational processes: manual adjustments, exception handling, and support workflows.
- Regulatory considerations: privacy, consent, terms updates, and regional rules.
- Continuous optimization based on data and feedback from members and partners.
Percentages above are a high-level guide modelled on Accredited Professional exam patterns; always review the latest official exam outline.
📝 Sample Loyalty Management AP Questions
💡 Practice with Scenario-Based Questions
These questions are not from the actual exam but mirror its style. Focus on how well options align with program goals, member experience, and long-term sustainability.
Question 1 – Program Design & Data Model
A retailer wants to launch a loyalty program where customers earn 1 point for every $1 spent and can redeem points for discounts on future purchases. They also want to offer a separate “VIP” tier with exclusive perks but no separate point currency. Which approach best fits this requirement?
✓ Correct Answer: B) Use one loyalty program with a single points currency and configure a tier model for VIP status.
A single loyalty program with one points currency keeps accrual/redemption simple while the tier model provides the VIP status and benefits. Multiple programs or currencies would introduce unnecessary complexity for this requirement.
Question 2 – Earning & Redemption Rules
A hotel chain wants members to earn double points on weekend stays and triple points during special campaign periods. Base earning is 10 points per night. What is the best configuration approach?
✓ Correct Answer: B) Configure base earning rules and layer time-bound promotions with multipliers for weekends and campaigns.
The cleanest solution is to keep a consistent base earning rule (10 points per night) and use promotions with date and condition filters to apply multipliers for weekends and special campaigns. This supports flexibility and clear reporting on promotion performance.
Question 3 – Integrations & Member Experience
A brand wants customers to see their loyalty balance and available vouchers directly on the checkout page of their e-commerce site, and to redeem points for discounts in a single flow. They use Salesforce Commerce and Loyalty Management. Which solution best supports this requirement?
✓ Correct Answer: B) Integrate Loyalty Management with Commerce to expose balances and redemption options in the checkout flow.
Modern loyalty programs provide a seamless experience during purchase. Integrating Loyalty Management with Commerce Cloud or Order Management so customers can view and redeem points in real time at checkout delivers the expected experience and drives program engagement.
🎯 4–6 Week Study Plan for Loyalty Management AP
Read the official exam outline and Loyalty Management docs. Design 1–2 sample programs (retail, travel) on paper: define currencies, tiers, and high-level earning & redemption rules. Map those concepts to the Salesforce Loyalty data model (Program, Member, Tier, Accrual, Redemption, etc.).
In a sandbox, configure a simple loyalty program. Create enrollment flows, base earning rules, and at least 2–3 promotions. If possible, connect a Marketing Cloud or Journey Builder trial to simulate welcome journeys and re-engagement campaigns based on tier or balance.
Explore scenarios where Commerce, Service, and external channels interact with loyalty. Build a few reports or dashboards around member activity, tier distribution, and promotion performance. Practice scenario-style questions and write short “solution summaries” as if talking to a business stakeholder.
💡 Exam & Real-World Success Tips
When evaluating options, ask what the business wants to achieve: higher frequency, higher AOV, partner growth, or advocacy. The best configuration aligns with those outcomes while staying maintainable.
Loyalty rarely stands alone. Consider how journeys, support interactions, campaigns, and commerce flows all use loyalty data and events to create a connected experience.
Good exam answers and real solutions reference measurement and iteration. Show how you would monitor program health and adjust tiers, promotions, or benefits over time.
Salesforce Loyalty Management Accredited Professional – FAQ
Who is the Loyalty Management AP exam for?
This exam is designed for consultants, solution designers, and advanced admins who work on loyalty programs built on Salesforce. Typical candidates are involved in program design, configuration, and cross-cloud implementations (Marketing, Commerce, Service).
Do I need other Salesforce certifications first?
There is no strict prerequisite, but credentials such as Salesforce Administrator or relevant cloud consultant certifications (Marketing, Commerce, Service) make the exam easier. You should already be comfortable with Salesforce data models and automation concepts.
How does this differ from Marketing or Commerce certifications?
Marketing and Commerce certifications focus on channel capabilities like campaigns, journeys, and storefronts. Loyalty Management AP focuses on program design, earning/redemption, tiers, and loyalty-specific data and rules. It complements, rather than replaces, cloud-specific certifications.
How much hands-on experience should I have?
Many successful candidates have at least 6–12 months of experience designing or configuring loyalty programs on Salesforce, or equivalent project exposure where they collaborated closely with a Loyalty/Marketing team and technical architects.