Salesforce Service Cloud enables customer service agents to work faster and more productively across customer service channels such as phone, email, web chat, and social media. This helps make customer service frictionless, helps businesses improve customer satisfaction scores, and reduces costs.
...
Look up the contact using the search, or select a recently accessed contact from the Contact drop-down menu in the main navigation
Locate the Antavo Loyalty component on the Record Page
Select the Loyalty Card / Point Account from the dropdown you would like to see the points for (optional; only necessary if the Points Economy Antavo module is enabled and there are multiple point accounts configured)
Click the Details tab in the Antavo Loyalty component
See the information on the tab
The following information will be displayed:Current level
Lifetime points - The number of points the customer has accumulated during their membership. Points that have expired or have been otherwise invalidated will not be deducted from this balance.
Available points - The number of spendable points in the customer's account.
Spent points - The number of points the customer has spent during their membership.
Reserved points - The number of points that have been reserved in the customer's account after claiming physical rewards. These points are converted to Spent points once the physical reward has been shipped to the customer.
Pending points - The number of points pending on the customer's account. Pending points are usually awarded for purchases that need to be confirmed once the return policy period has passed.
...
Check the customer’s events history
...
Look up the Contact using the Search or select a recently accessed
Contact from the Contact drop-down menu in the main navigationOn the Record Page, locate the Antavo Loyalty component
Select the Loyalty Card / Point Account from the dropdown you would like to alter the points for (optional, only necessary if the Incentivized purchase and Multi-Accounts Antavo modules are enabled)
Click the Points tab in the Antavo Loyalty component
Select the action that you would like to perform on the account
Enter the number of points you would like to add, subtract or spend on behalf of the customer
Specify a reason, which will be visible in the Events History when someone inspects the customer's previous actions. We recommend including a clear statement about why you are performing the action
Click ‘Submit’ to finalize the action.
Claim rewards on behalf of the customer
...
Look up the Contact using the Search or select a recently accessed
Contact from the Contact drop-down menu in the main navigationOn the Record page, locate the Antavo Loyalty component
Selecting the Loyalty Card / Point Account from the dropdown does not affect the contents of this tab
Click the Rewards tab in the Antavo Loyalty component
Select the reward that you would like to claim from the list by ticking
The checkbox beside the reward image
Click Claim to claim the reward
...
Set the customer level
If your company has tiers in its loyalty program, you can adjust the customer’s loyalty level directly in Salesforce Service Cloud.
Look up the Contact using the Search or select a recently accessed
Contact from the Contact drop-down menu in the main navigationLocate the Antavo Loyalty component on the Record page
Selecting the Loyalty Card / Point Account from the dropdown does not affect the contents of this tab
Click the Levels tab in the Antavo Loyalty component
The customer’s current level will be displayed
Select the level you would like to put the customer in
Click Set level to set the customer’s new level.
...
Check and change the customer’s membership status
...