Enroll Loyalty Members and Resolve Service Cases with AI Tools

Your service representatives and marketing managers can enroll members through AI tools by using natural language prompts. Service representatives can also manage loyalty tiers, points, and vouchers. The tool creates and updates the corresponding records in Loyalty Management. Each request is processed independently, so resolving one member's case doesn't affect another member's records.

Where: This change applies to Loyalty Management in Enterprise, Performance, Unlimited, and Developer editions, and requires access to the Headless 360 MCP Server (Beta).

Note Headless 360 MCP Server is a beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and applicable terms in the Product Terms Directory. Use of this beta service is at the Customer's sole discretion.

Who: To use this workflow, your service representatives and marketing managers need the Loyalty Management permission set.

Why: With this workflow, your service representatives can also:

• Upgrade loyalty tiers, issue points, and issue vouchers for service recovery
• View, cancel, and redeem vouchers
• Merge or deactivate members
• View point history and expiration, and adjust points

How: Connect your AI tool, such as Agentforce Vibes or Claude Code, to your org with Salesforce CLI and to the Headless 360 MCP Server (Beta). Make sure that your loyalty program, partners, and reward experiences are live, and that the AI tool is integrated into your active service console channel. Describe the request, and the tool completes the corresponding action in Loyalty Management. To enroll members in bulk, marketing managers and service representatives can also upload a spreadsheet containing member information.