Siebel Innovation Pack 2013 Version 8.1/8.2 September 2013 - Oracle

Contents Creating Goals and Assumptions for Loyalty Promotions 336 Adding Expenses and Line Items to Loyalty Promotions 337 Adding Purchase Requests to Loyalty Promotions 338 Adding Market Development Fund Requests to Loyalty Promotions Associating Loyalty Members with Marketing Campaigns 339 Integrating Promotions with External Target Lists 340 Process of Approving Loyalty Promotions 339 340 Displaying Promotions in a Calendar Format 340 Submitting Promotions for Approval 341 Approving or Rejecting Promotions 341 Viewing the Approvals for a Promotion 342 Activating, Modifying, and Deactivating Loyalty Promotions 342 Allowing Existing Member Fields to Be Used in Loyalty Promotion Criteria Allowing Added Member Fields to Be Used in Loyalty Promotion Criteria Configuring Common Promotions 344 344 345 Creating a Promotion That Applies on the Member’s Anniversary 346 Creating Reward Promotions That Apply to the First Transaction on the Day the Member Enrolls 347 Loyalty Promotion Examples Example Example Example Example Example Example Example Example Example Example Example of of of of of of of of of of of Creating Creating Creating Creating Creating Creating Creating Creating Creating Creating Creating 347 a Simple Frequency Promotion 348 a Complex Frequency Promotion 354 an Action-Based Bonus 362 a Roundtrip Promotion 365 a Partner Promotion 371 a Joint Promotion 372 a Joint Accrual Promotion 378 an Order-Level Accrual Promotion 381 an Accrual Package Promotion 387 a Reward-Referrals Promotion 393 a Social Rewards Promotion 399 Troubleshooting Action-Based Bonuses 406 Promotions Based on Day or Time of Purchase 406 About Calendar Attributes 407 Creating Calendar Attributes 409 Creating Promotions Based on Day or Time of Purchase Theme-Based Promotions Chapter 6: 410 411 Working with Siebel Loyalty Program Members About Working with Siebel Loyalty Program Members 413 Siebel Loyalty Administration Guide Version 8.1/8.2 7

Contents Integrating Loyalty with Cybersource and Taxware About Using Loyalty Member Services 414 414 Enrolling Members in Loyalty Programs 415 Enrolling Members in Loyalty Promotions 424 Reissuing Redemption Vouchers 424 Cancelling Redemption Vouchers 425 Renewing Loyalty Memberships 426 Cancelling Loyalty Memberships 427 Purchasing Lounge Services 428 Purchasing Loyalty Points 428 Transferring Points Between Loyalty Members 429 Giving Gift Points from One Loyalty Member to Another Member of the Same Program 430 Entering Accrual Disputes 431 Reactivating Loyalty Points 433 About Working with Loyalty Members Using the Siebel Application Interface Entering Loyalty Members’ Transactions 434 Viewing Transaction Details 439 Using Transactions with Consolidated Accrual Items 439 Viewing Loyalty Member Details 441 Working with Parent-Child Member Relationships 444 Entering Loyalty Member Referrals 446 Entering Loyalty Members’ Profiles and Preferences 447 Viewing Loyalty Members’ Promotions 449 Entering Loyalty Members’ Orders 449 Approving Loyalty Members’ Transactions 452 Cancelling Loyalty Members’ Transactions 454 Restricting Transactions Based on Membership Status 456 Entering and Modifying Loyalty Members’ Service Requests 457 Managing Loyalty Members’ Vouchers 457 Changing Loyalty Members’ Tier Status Manually 460 Creating a Loyalty Membership Card Manually 462 Lending Points to Loyalty Members 463 Restricting Loyalty Point Transfers 465 Restricting Loyalty Point Purchases 466 Merging Loyalty Program Members 467 Generating, Viewing, and Printing Loyalty Members’ Statements 470 Bulk Loyalty Membership Administration 473 About Bulk Loyalty Membership Administration 473 Administering Bulk Promotion Enrollment 474 Administering Bulk Tier Changes 476 8 Siebel Loyalty Administration Guide Version 8.1/8.2 434

Contents Administering Bulk Point Updates 477 Administering Bulk Status of Membership Changes 478 Administering Bulk Actions Using Analytics Segments 479 Viewing Bulk Action History 480 Administering Bulk Accruals 480 About Importing Loyalty Members and Transactions Using Siebel EIM Administering Batch Enrollment Chapter 7: 481 481 Setting Up Siebel Loyalty Redemptions About Siebel Loyalty Redemptions About Redemption Pricing 483 486 Process of Setting Up Airline Flight Redemptions 489 Creating Zones Mapped to Airports 490 Creating the Flight Redemption Product 491 Associating the Flight Redemption Product with a Program Partner Defining the Static Redemption Price for Flight Products 493 Setting Up the Flight Redemption Promotion 499 Using Electronic Vouchers for Redemptions 499 About Nonflight Redemptions 492 500 Process of Setting Up Nonflight Redemptions 500 Creating a Nonflight Redemption Product 501 Associating the Nonflight Redemption Product with a Program Partner Defining the Static Redemption Price for Nonflight Products 502 Setting Up the Nonflight Redemption Promotion 504 Setting Up Order Management for the Product 505 Using Electronic Vouchers for Redemptions 505 Sequence for Redeeming a Tangible Product Through a Web Store About Electronic Vouchers 501 505 509 Sequence for Redeeming Electronic Vouchers 512 Example of Setting Up Redemption Pricing Using Base Redemption Promotions Example of Creating Promotions to Assign Values to Vouchers Partner Pricing for Loyalty Redemptions Redemption Packages 518 519 520 About Setting Up Redemption Packages as Promotions Setting Up Redemption Packages as Bundled Products Redemption Loans 515 520 522 522 Points-To-Pay Conversion 525 Siebel Loyalty Administration Guide Version 8.1/8.2 9

Contents About Points-To-Pay Conversion 526 Setting Up Points-To-Pay Conversion 526 About Redemption with Conversion Pricing 527 Bidding for a Redemption Product Batch Redemption Process 529 530 Setting Up Batch Redemption 531 Specifying the Threshold for Batch Redemption 532 Addressing Concurrent Redemption Transactions Methods to Calculate Loyalty Redemption Price Chapter 8: 533 533 Using Siebel Loyalty with Partners About Partner Use of Siebel Loyalty 535 Overview of Partner Use of Siebel Loyalty 536 Scenario for Partner Use of Siebel Loyalty 536 Entering the Loyalty Partner Program Profile Creating Joint Promotions with Partners Mapping Zones and Cities to Airports 537 538 539 About Selling Loyalty Points to Partners 540 Selling Points to Prepaid Partners 541 Selling Points to Post-Paid Partners 542 About Using Redemption Vouchers 544 Sending Transactions to Partners for Review 544 Sending Accrual Disputes to Partners for Review 545 Managing Loyalty Partners’ Rejected Transactions Exposing Additional Views to Partners 546 Managing Partner Fees and Point Balances Generating Partner Statements 545 547 551 Setting Up Loyalty Terms for Precalculated Accruals Setting Up Loyalty Partner Product Offerings 552 Setting Up Precalculated Accruals 553 Setting Up Unified Point Type for Partner Account Debit Chapter 9: 554 Member Self-Service with Siebel eLoyalty About Siebel eLoyalty 555 Overview of How Members Use Siebel eLoyalty 10 551 555 Siebel Loyalty Administration Guide Version 8.1/8.2

Contents Scenario for a Member Using Siebel eLoyalty 556 Troubleshooting the Display of the Catalog and Products to Loyalty Members 558 Appendix A: Siebel Loyalty Workflow, Task Flow, and Methods Reference Siebel Loyalty Workflows LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY LOY 561 ABB New Member Process Workflow 562 ABB Web Update Process Workflow 563 ABB Web Update Shell Process Workflow 564 Action Based Bonus Referral SubProcess Workflow 564 Action Based Bonus Subprocess Workflow 565 Activate Promotion Process Workflow 566 Approval Process Workflow 569 Batch Redemption Process Workflow 570 Bulk Action Process Workflow 571 Bulk Import Accrual Process Workflow 571 Bulk Member Admin Process Workflow 572 Bulk Simulation Process Workflow 572 Cancel Transaction Process Workflow 573 Cannot Copy Promotion Process Workflow 574 Change Member Tier Workflow 575 Deactivate Promotion Process Workflow 575 EAI Export Program Workflow 576 EAI Export Promotions Workflow 577 EAI Export Transactions Workflow 577 EAI Import Program Workflow 578 EAI Import Promotion Workflow 578 eMember - Checkout Process Workflow 579 Engine - Process Batch Workflow 581 Engine - Process Expired Accruals Workflow 581 Engine - Process Object Workflow 582 Engine - Process Promotion Bucket Workflow 582 Engine - Process Tier Workflow 583 Engine - Process Transaction Workflow 584 Engine - Simulate Object Workflow 585 Engine - Start Engine Workflow 586 Engine - Update Cache Workflow 586 Engine - Update Program Cache Workflow 587 Get Txn Enhanced Log New Workflow 587 Loan Repayment Workflow 588 Member Enrollment Process Workflow 589 Siebel Loyalty Administration Guide Version 8.1/8.2 11

Contents LOY LOY LOY LOY LOY LOY LOY LOY LOY Modify Promotion Process Workflow 590 Optin Promotion Process Workflow 591 Optin Promotion Sub Process Workflow 592 Point Transfer Process Workflow 593 PreAlloted Membership Generation Workflow 593 Return Points to Parent Point Block Workflow 594 Update Parent Point Block Reserved Points Workflow Update Program Process Workflow 595 User Registration Member Process Workflow 595 Siebel Loyalty Task Flows 594 596 LOY Processing Engine Business Service ProcessBatch Method 598 ProcessObject Method 598 SubmitObjectForProcessing Method UpdateCache Method 600 598 599 LOY Interactive Processing Engine Business Service ProcessInteractiveObject Method InteractiveProcess Method 601 600 600 Appendix B: Siebel Loyalty Engine Reference Siebel Loyalty Server High-Level Architecture Siebel Loyalty Engine Object Processing Siebel Loyalty and Siebel Remote 603 605 607 Appendix C: German GAAP Statutory Compliance for Siebel Loyalty Process of Reconciling Siebel Loyalty with a General Ledger 609 Activating the Audit Trail for the LOY Member Business Components Prohibiting Deleting Members in Siebel Loyalty Enabling Sequential Numbering of Transactions Merging Loyalty Members 612 612 612 Index 12 Siebel Loyalty Administration Guide Version 8.1/8.2 609

1 What’s New in This Release What’s New in Siebel Loyalty Administration Guide, Version 8.1/8.2 Table 1 lists the changes described in this version of the documentation to support this release of the software. The new features described in Table 1 are available in Siebel CRM version 8.1.1.11, Siebel CRM version 8.2.2.4, and later. Table 1. New Product Features in Siebel Loyalty Administration Guide, Version 8.1/8.2 Topic Description “About Implementing Siebel Open UI” on page 22 Modified topics. The Siebel Loyalty Promotion Designer functionality is supported with the Siebel Open UI user interface framework. “Using Promotion Designer” on page 298 “Defining Point Types” on page 78 Modified topic. When calculating the expiry date of points, earned for accrual transactions that update promotion attributes, the start date can be either the processing date or the creation date of the last transaction for the member. “Importing and Exporting Loyalty Programs and Promotions” on page 266 New topic. It describes how to import and export loyalty programs and promotions. “Working with Parent-Child Member Relationships” on page 444 Modified topic. If a transaction that rolls up points from a child member to a parent member is canceled, then the transaction accruing points to the parent member is also canceled. “Real-Time Processing of Redemptions” on page 486 New topic. The LOY Redemption Web service now includes a method, ProcessRealTimeRedemption, which reduces the time taken to process real-time redemption requests. “LOY EAI Import Promotion Workflow” on page 578 New topic. It describes the workflow that supports the functionality to import promotions into a Siebel Loyalty program. Siebel Loyalty Administration Guide Version 8.1/8.2 13

What’s New in This Release Table 2 lists the changes described in this version of the documentation that are new for Siebel CRM version 8.2.2.4. The features described in Table 2 were included in previous versions of Siebel CRM Release 8.1.1.x. Table 2. New Product Features in Siebel Loyalty Administration Guide, Version 8.2.2.4 Topic Description “Defining Loyalty Social Media Channels” on page 57 New topic. It describes how to define the social media channels you are integrating with Siebel Loyalty. “About Siebel Loyalty and Social Media” on page 66 New topic. It describes how functionality provided by Oracle Social Relationship Management cloud services can be implemented in Siebel Loyalty. “Example of Creating a RewardReferrals Promotion” on page 393 New topic. It gives an example of creating a promotion to reward members for referrals. “Example of Creating a Social Rewards Promotion” on page 399 New topic. It gives an example of creating a promotion to reward members for actions on social networking sites. “Bulk Loyalty Membership Administration” on page 473 New topic. It provides background information about bulk membership administration. “Viewing Bulk Action History” on page 480 New topic. It describes how to view the history of bulk administration actions. What’s New in Siebel Loyalty Administration Guide, Version 8.1, Rev. F Table 3 lists the changes described in this version of the documentation to support this release of the software. Table 3. What’s New in Siebel Loyalty Administration Guide, Version 8.1, Rev. F Topic Description “Setting Up Server Components for Siebel Loyalty” on page 35 Modified topic. In Siebel Fix Pack 8.1.1.9 and later, more than one instance of the Siebel Loyalty Engine real-time server component can be enabled in a Siebel Enterprise. Creating a Second Real-Time Engine Component for Siebel Loyalty Deleted topic. It is no longer necessary to create additional Siebel Loyalty real-time engine components manually. “Common Types of Reward Promotions” on page 272 Modified topic. When processing accrual package promotions, Siebel Loyalty deducts each partner’s share of the points from the partner’s point block for prepaid partners. For post-paid partners, you must manually debit each partner’s point balance. About Siebel Loyalty Web Services for Social Media Deleted topic. The information in this topic is now included in Siebel CRM Social Media Guide and Siebel CRM Web Services Reference. 14 Siebel Loyalty Administration Guide Version 8.1/8.2

What’s New in This Release Additional Changes The following topics have been updated to reflect product name changes: “Defining Loyalty Social Media Channels” on page 57 “About Siebel Loyalty and Social Media” on page 66 The guide has been updated with various minor technical corrections. What’s New in Siebel Loyalty Administration Guide, Version 8.2 Rev. A Table 4 lists the changes described in this version of the documentation to support this release of the software. Table 4. What’s New in Siebel Loyalty Administration Guide, Version 8.2, Rev. A Topic Description “Setting Up the Interactive Server Component” on page 40 Modified topic. The Loyalty Engine interactive processing component now runs in the address space of the Siebel EAI Application Object Manager when processing Web services. It is not necessary to start the Loyalty Engine interactive component for interactive Web processing to occur. Registering New Components as Keyed or Unkeyed Deleted topic. Copying the Loyalty Batch Engine to create another batch component is not supported. Only one Loyalty Batch Engine component can run in a Siebel Enterprise. “Setting Up Auto-Creation of Point Blocks” on page 84 Modified topic. To auto-create a new point block for a partner, you must click the Replenish Point Block button in the Loyalty Terms view. If you select the Skip Validations check box when defining terms for a point block, then the point block does not require approval for the points to become available. “Creating Vouchers for Loyalty Members” on page 94 Modified topic. It includes additional information on configuring a custom numbering scheme for vouchers. “About Retroactive Tier Changes” on page 224 Modified topic. Retroactive tier processing is not supported for the Anniversary Date, Fixed Date, and Rolling Period tier assessment models. “Allowing Added Member Fields to Be Used in Loyalty Promotion Criteria” on page 344 Modified topic to include information on making product attributes available as promotion criteria. Siebel Loyalty Administration Guide Version 8.1/8.2 15

What’s New in This Release Table 4. What’s New in Siebel Loyalty Administration Guide, Version 8.2, Rev. A Topic Description “Merging Loyalty Program Members” on page 467 Modified topic. During the member merge process, member attributes are merged but member field attributes are not. “About Importing Loyalty Members and Transactions Using Siebel EIM” on page 481 New topic. When using Siebel Enterprise Integration Manager (EIM) to perform bulk imports of loyalty members and transactions into the Siebel database, you must assign a valid server key number to each member record that is imported. 16 Siebel Loyalty Administration Guide Version 8.1/8.2

2 Overview of Siebel Loyalty This chapter provides an overview of Oracle’s Siebel Loyalty. It includes the following topics: About Siebel Loyalty on page 17 Roadmap to Working with Siebel Loyalty on page 18 About Siebel Loyalty Oracle’s Siebel Loyalty is a multichannel application that enables companies to create dynamic, cross-industry loyalty programs that drive strategic customer initiatives. Companies can drive desirable member behavior and foster long-term customer loyalty by creating reward programs and promotions. For example, it can be used to create and manage: Airlines' frequent flyer programs Hotels' frequent guest programs Retailers' frequent shopper programs Cruise Lines' and Railways' frequent traveler programs Telecommunications firms' loyalty programs Any of these programs can include promotions, which give members extra rewards for specific behavior. For example: A promotion can give members bonus points for purchasing a specific product during a specific month. A program can include promotions that give a member a set number of points for completing a purchase, additional points for being part of a high-level tier, and more points after three items are bought. Siebel Loyalty Members The members of programs can be: Individuals. Each individual has a unique Membership number. Most business-to-consumer programs, such as programs for airlines, hotels, and retailers, enroll individuals as members. Households. Each household has a unique Membership number. Multiple individuals can be part of the household, and an individual accrues or redeems points through the household's membership For example, a grocery store or retail store might enroll an entire household in a program, so the household gets the bonus no matter which member of the family makes purchases. Siebel Loyalty Administration Guide Version 8.1/8.2 17

Overview of Siebel Loyalty Roadmap to Working with Siebel Loyalty Accounts. A company or an organization is the member. The account is generally used for business-to-business loyalty programs. For example, some companies, such as transportation firms, run loyalty programs that only have companies as members, so the company gets the reward whenever any of its employees makes a purchase. Some airlines' frequent flyer programs provide

Siebel Loyalty Administration Guide Version 8.1/8.2 7 Creating Goals and Assumptions for Loyalty Promotions 336 Adding Expenses and Line Items to Loyalty Promotions 337 Adding Purchase Requests to Loyalty Promotions 338 Adding Market Development Fund Requests to Loyalty Promotions 339 Associating Loyalty Members with Marketing Campaigns 339