Oracle. Loyalty Cloud Implementing Loyalty Cloud. Release 13 (update 17D)

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1 Oracle Loyalty Cloud Release 13 (update 17D)

2 Release 13 (update 17D) Part Number E Copyright , Oracle and/or its affiliates. All rights reserved. Author: Sharon Conroy This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this is software or related documentation that is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, then the following notice is applicable: U.S. GOVERNMENT END USERS: Oracle programs, including any operating system, integrated software, any programs installed on the hardware, and/ or documentation, delivered to U.S. Government end users are "commercial computer software" pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, use, duplication, disclosure, modification, and adaptation of the programs, including any operating system, integrated software, any programs installed on the hardware, and/or documentation, shall be subject to license terms and license restrictions applicable to the programs. No other rights are granted to the U.S. Government. This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. This software or hardware and documentation may provide access to or information about content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services unless otherwise set forth in an applicable agreement between you and Oracle. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services, except as set forth in an applicable agreement between you and Oracle. The business names used in this documentation are fictitious, and are not intended to identify any real companies currently or previously in existence. Oracle customers that have purchased support have access to electronic support through My Oracle Support. For information, visit pls/topic/lookup?ctx=acc&id=info or visit if you are hearing impaired.

3 Contents Preface i 1 About This Guide 1 Audience and Scope: Overview... 1 Related Guides Implementing Overview 3 About : Overview... 3 Displaying Oracle Loyalty Functional Areas Working with Members 5 Members: Overview... 5 Managing Loyalty Members Tasks: Overview Working with Transactions 9 Transactions: Overview... 9 Managing Loyalty Members Transactions: Overview... 10

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5 Preface Preface This preface introduces information sources that can help you use the application. Oracle Applications Help Use the help icon to access Oracle Applications Help in the application. If you don't see any help icons on your page, click the Show Help icon in the global header. Not all pages have help icons. You can also access Oracle Applications Help at Using Applications Help Watch: This video tutorial shows you how to find help and use help features. Additional Resources Community: Use Oracle Applications Customer Connect to get information from experts at Oracle, the partner community, 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. Documentation Accessibility For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website at Oracle Accessibility Program. Access to Oracle Support Oracle customers that have purchased support have access to electronic support through My Oracle Support. For information, visit or visit ctx=acc&id=trs if you are hearing impaired. Comments and Suggestions Please give us feedback about Oracle Applications Help and guides! You can send to: i

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7 Chapter 1 About This Guide 1 About This Guide Audience and Scope: Overview This guide is intended for administrators and program managers tasked with creating, modifying, and administering Loyalty Cloud members and transactions. The guide assumes that you have the permissions to perform the following tasks: Create, review, and define specific elements of your loyalty program for your enrolled members and their respective transactions. Access all loyalty applications with full read writer permissions. Note: This guide complements the Oracle Sales Cloud Implementing Sales guide and assumes that you are familiar with the functionality provided with Oracle Sales Cloud. In particular, make sure you are familiar with the chapters that describe the following topics: About This Guide Understanding Setup Tasks Using Profile Options, Lookups, and Scheduled Processes Setting Up Users and Security Setting Up Common Components Setting Up Multiple Currencies Setting Up Accounts and Contacts Setting Up Products Setting Up Sales Catalogs Setting Up Partner Relationship Management Understanding Customization, Extensibility, and Integration Understanding Import and Export Related Guides You may want to consult other guides in addition to this one as you implement, administer, maintain, and use Oracle Loyalty Cloud. You can find Loyalty Cloud guides on the Loyalty Cloud Help Center (docs.oracle.com/cloud/latest/salescs_gs/docs.htm). A full list of Oracle cloud guides are at docs.oracle.com/cloud/latest/allbooks.htm. 1

8 Chapter 1 About This Guide Sales Cloud Implementation Guides The following table lists implementation guides. Guide Oracle Sales Cloud Getting Started with Your Implementation Description Describes your initial Oracle Sales Cloud service implementation procedures, based on a simple sales-force-automation use case. Oracle Sales Cloud Implementing Sales Contains conceptual information and procedures needed to implement components and features of Oracle Sales Cloud. 2

9 Chapter 2 Implementing Overview 2 Implementing Overview About : Overview Oracle Loyalty cloud enables companies to create dynamic, cross-industry loyalty programs that drive customer initiatives with promotions and rewards. 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 want to affect their behavior. For example, allows you to design a loyalty program to encourage loyalty members to favor a specific communication channel over traditional channels. You may want to encourage more customers to using social media, rather than contacting your company call center. Before implementing members and transactions, you must set up and configure Loyalty Cloud programs, partners, and promotions. For more information, see Administering Oracle Sales Cloud and Administering Oracle Loyalty Cloud available from Oracle Help Center at: Displaying Oracle Loyalty Functional Areas For most loyalty setup tasks, you use the Setup and Maintenance work area to access the setup pages associated with the component or feature. The Setup and Maintenance work area is also known as the Functional Setup Manager. For Oracle Loyalty Cloud activities, a user with the Loyalty Administrator role performs many, if not most, of the setup and configuration tasks. For more information on typical loyalty administrator tasks, see Administering. You navigate to the Loyalty offering to access setup tasks: 1. Sign in as the loyalty administrator or as a setup user and user the Navigator menu to navigate to the Setup and Maintenance work area. The Setup page appears with an offering selected. 2. In the Setup page, select the Customer Loyalty offering. 3. The Setup: Customer Loyalty page appears with the following list of functional areas: Company Profile Users and Security Loyalty Foundation Sales Catalog and Partners Data Import and Export Accounts and Contacts 3

10 Chapter 2 Implementing Overview Loyalty Members Loyalty Transactions This guide discusses the Loyalty Members and Loyalty Transactions functional areas. For more information about other functional areas, see Oracle Sales Cloud Implementing Sales. 4

11 Chapter 3 Working with Members 3 Working with Members Members: Overview After the loyalty manager has set up loyalty program and promotions, you can create, review, and define specific elements of your loyalty program in relation to your enrolled members. For example, you may want to change your program to limit the number 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. allows 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 meeting certain criteria within a specified time. You use the Manage Loyalty Member Group task to define loyalty member groups. 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 can be 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 certain criteria within a specified time. You use the Manage Loyalty Member Phase task to define loyalty member phases within the loyalty program. For example, typical phases are Gold - Phase 1, Gold - Phase 2, Platinum - Phase 1, and Platinum - Phase 2. This task is performed by the Loyalty Program Administrator. Manage Loyalty Member Voucher Status You can design your loyalty program to assign vouchers to loyalty members that members can then redeem within the loyalty program. You use the Manage Loyalty Member Voucher Status task to define voucher statuses within the loyalty program. For example, typical values are Expired, Used, Closed, or Available. This task is performed by the Loyalty Program Administrator. Manage Loyalty Member Voucher Basis You can design your loyalty program to assign vouchers to loyalty members that members can then redeem within the loyalty program. You use the Manage Loyalty Member Voucher Basis task to define the basis on which vouchers within 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. 5

12 Chapter 3 Working with Members Manage Loyalty Membership Card Type You use the Manage Loyalty Membership Card Type task to define the specific membership card types available to members within your loyalty program. For example, typical values are Gold, Silver and Platinum. This task is performed 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 Loyalty Membership Card Type task to define the available statuses of membership cards. For example, typical values are Active, 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 certain criteria within a specified time. You use the Manage Tier Change Reason Code task to define the codes used for updating member tier levels within your loyalty program. For example, you can assign the reason for changing the Tier 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 Manage Status Change Reason Code task to define the reason codes used for updating membership statuses within your loyalty program. For example, you can assign a specific reason code such as Canceled, Expired, or Payment Pending. This task is performed by the Loyalty Program Administrator. Managing Loyalty Members Tasks: Overview After the loyalty manager has set up loyalty program and promotions, you create, review, and define specific elements of your loyalty program in relation to your enrolled members. For example, you may want to change your program to limit the number of 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. Sign in as the loyalty administrator or as a setup user. 2. Click Navigator and then Setup and Maintenance. The Setup page appears with an offering selected. 3. In the Setup page, select the Customer Loyalty offering. The Setup: Customer Loyalty page appears with a list of functional areas. 4. In the list of functional areas, click Loyalty Members. A list of required tasks for the area is displayed. For more information on functional areas, see Displaying Oracle Loyalty Cloud Functional Areas. 5. Click the Show menu on the Setup: Loyalty Members page. 6. Select All Tasks. A list of all available tasks pertaining to loyalty members appears in the Loyalty Members panel. 7. Click the required loyalty member task. 8. (Optional) In the Lookup Type field, edit the Meaning or Description fields. Note: All lookups associated with must be preceded with: ORA_LOY 6

13 Chapter 3 Working with Members 9. (Optional) In the Lookup Codes panel, edit the Display Sequence, Enabled, Start Date, End Date, or Meaning fields. 10. (Optional) In the Lookup Codes table, from the Action menu, choose Create to add an item to the list of valid values. 7

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15 Chapter 4 Working with Transactions 4 Working with Transactions Transactions: Overview After the loyalty manager has set up loyalty program and promotions, you can create, review, and define specific elements of your loyalty program in relation to your enrolled members' transactions. For example, you may want to change your program to 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. allows 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 ticket with an American airline from New York to Chicago is worth 100 points, however, an economy class ticket with a European airline from London to Paris is worth 50 points. This task is performed by the Loyalty Program Administrator. Manage Loyalty Transaction Airport You use the Manage Loyalty Transaction Airport task to define airports. For example, originating flights from a specific airport in New York are eligible to earn the member 100 points; however, originating flights from another specific 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 are Economy, 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, typical values 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, transactions completed on a company Web site are eligible to earn 100 points, however transactions completed with a sales representative 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 9

16 Chapter 4 Working with Transactions 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 250 loyalty 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, transactions originating from a Point-Of-Sale earn a member 100 loyalty points, however transactions originating from the company 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 who purchase the product on company Facebook page are eligible to earn 250 points. This task is performed by the Loyalty Program Administrator. Manage Loyalty Transaction Fare Basis You use the Manage Loyalty Transaction Travel Class task to define travel booking class. For example, typical values are Economy, Business, or First Class. This task is specific to airline loyalty programs. This task is performed by the Loyalty Program Administrator. Managing Loyalty Members Transactions: Overview After the loyalty manager has set up loyalty program and promotions, you can create, review, and define specific elements of your loyalty program in relation to your enrolled members' transactions. For example, you may want to change your program to 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. Sign in as the loyalty administrator or as a setup user. 2. Click Navigator and then Setup and Maintenance. The Setup page appears with an offering selected. 3. In the Setup page, select the Customer Loyalty offering. The Setup: Customer Loyalty page appears with a list of functional areas. 4. In the list of functional areas, click Loyalty Transactions. A list of required tasks for the area is displayed. For more information on functional areas, see Displaying Oracle Loyalty Cloud Functional Areas. 5. Click the Show menu on the Setup: Loyalty Transactions page. 6. Select All Tasks. A list of all available tasks pertaining to loyalty members appears in the Loyalty Transactions panel. 7. Click the required loyalty transaction task. 8. (Optional) In the Lookup Type field, edit the Meaning or Description fields. Note: All lookups associated with must be preceded with: ORA_LOY 9. (Optional) In the Lookup Codes panel, edit the Display Sequence, Enabled, Start Date, End Date, or Meaning fields. 10

17 Chapter 4 Working with Transactions 10. (Optional) In the Lookup Codes table, from the Action menu, choose Create to add an item to the list of valid values. 11

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