Creating a Rewards Program

Administrators can create reward programs for partners, customers, and employees. The program audience can be customized so those that fit the criteria may claim and receive program benefits. Programs can also be made time sensitive to incentivize behaviors within a time frame. Reward programs support both points-based and cash-based incentive systems with optional gamification, automated reward distribution, and flexible activity configurations.

Requirements

To create a reward program, users must be assigned a security role with one of the following permissions:

Administrator System Role
Additional Settings: Access Rewards Enabled

Before You Begin

Before creating a reward program, ensure the following configurations are completed:

Reward Program General Settings have been configured including gamification settings, ranking period, point expiration period, and redemption method
Currency preferences are established for cash-based programs
At least one gamification type has been created if gamification will be used
Email templates are configured for claim notifications if using claimable activities
Terms and conditions are established if user acceptance is required

To create a reward program:

In the Setup Home page, click Create > Rewards.
Click New Program.
Configure the Details tab fields:
Program Name
- Enter a descriptive program name that clearly identifies the program purpose
- The program name helps users identify which program they are enrolled in
- Keep names concise yet descriptive (e.g., "Partner Sales Incentive Q1 2025", "Customer Training Rewards", "Employee Referral Program")
Program Type
- Select the reward distribution method:
  - Points: Users earn points that can be redeemed for gift cards or other rewards
  - Cash: Users earn monetary rewards in a specified currency
- This selection cannot be changed after program creation
- Points programs use a standardized conversion where 100 points equal one unit of any currency
Currency(appears only if Cash is selected as Program Type)
- Select the currency for cash rewards
- Available currencies are determined by company currency preferences
- All global currencies are supported except precious metals and Bitcoin
- Currency selection affects how reward values are displayed and calculated
Program Manager
- Select an active employee user who will manage the program
- The program manager receives email notifications about program activities
- Program managers can review and approve claims, manage activities, and monitor program performance
- The selected user should have appropriate permissions to access reward management functions
Gamification Settings(Optional)
- Gamification Type: Select the gamification ranking system for this program
- If no gamification type is selected, the default gamification type from Reward Program General Settings will be applied
- Each program can only have one gamification type assigned
- Different programs can use different gamification types to align with specific program themes
- Users enrolled in multiple programs will see program-specific badges and leaderboard positions
Program Time Range(Optional)
- Limit the program to a specific time range for time-sensitive campaigns
- Program rewards will no longer apply outside the identified time range
- Start Date: Select the date when the program becomes active and users can begin earning rewards
- End Date: Select the date when the program ends and users can no longer earn rewards
- When a program reaches its end date:
  - The program automatically becomes hidden from users
  - All unredeemed points or cash become inaccessible to users
  - Administrators retain full access to historical data and reports
  - Users receive expiration reminder emails three days before the end date if expiration notifications are enabled
- Consider redemption timelines when setting end dates to allow adequate time for users to redeem accumulated rewards
Check the Active checkbox to activate the program and make it available to target users.
- Programs must be marked as Active to be visible to users
- Inactive programs remain in draft status and can be configured without user visibility
- Programs can be deactivated at any time to pause reward earning while preserving configuration
Configure the Program Audience tab fields:
Audience Targeting
- Specify which users can view and join the reward program using field filters and filter logic
- If no filter is applied, the reward program will be available to all users in the system
Field Filters:
- Click Add Filter to create audience criteria
- Field: Select any user entity field including:
  - Username, Email, Firstname, Lastname
  - Account, Role, Department, Division
  - City, State, Country, Postal Code
  - Custom user fields created in your system
  - See the complete field list in Reward Program General Settings documentation
- Operator: Select the comparison operator appropriate for the field type:
  - Equals, Not Equals, Contains, Does Not Contain
  - Greater Than, Less Than, Greater or Equal, Less or Equal
  - Is Blank, Is Not Blank
- Value: Enter or select the comparison value
- Each filter is numbered sequentially for use in filter logic
Filter Logic:
- Construct complex audience definitions using numbered filter references and AND/OR operators
- Example: 1 OR 2 includes users matching filter 1 OR filter 2
- Example: (1 OR 2) AND 3 includes users matching either filter 1 or 2, but must also match filter 3
- Example: 1 AND 2 AND 3 includes only users matching all three filters
- Test filter logic carefully to ensure intended users are included
- Preview matched users before activating the program to verify audience accuracy
Audience Best Practices:
- Start with broader criteria and refine based on participation patterns
- Document audience criteria for reference when creating similar programs
- Regularly review audience definitions to ensure criteria remain aligned with organizational changes
- Consider creating user groups for common audience segments to simplify program targeting
Configure the Program Description tab:
Describe the program details and benefits to communicate program value to users.
Program Description
- Use the rich text editor to create compelling program descriptions
- Include information such as:
  - Program objectives and purpose
  - Who should participate and why
  - What activities earn rewards
  - How to maximize reward earning
  - Redemption options and procedures
  - Program timeline and important dates
  - Terms, conditions, and eligibility requirements
- Use formatting (bold, bullets, headings) to improve readability and engagement
- Consider adding visual elements or branded messaging aligned with organizational identity
Display Rules Automatically
- Check this checkbox to assemble information from the program's active Reward Activities and display them to users
- When enabled:
  - Users see all active reward activities with their values and conditions
  - Users can view how to earn rewards for each activity
  - Users can submit claims for claimable activities
  - Users can track their progress and earning opportunities
- When disabled:
  - Users can see the program description, FAQs, and benefits
  - Users can view their reward history for previously earned rewards
  - Users CANNOT see available activities or earn new rewards
  - Use this setting to pause reward earning during program updates or budget constraints
- This setting can be toggled on and off at any time
- Disabling and re-enabling allows users to resume earning rewards without data loss
Claim Notes
- Use the rich text editor to provide instructions for the claim submission process
- Claim notes appear at the top of claim forms for claimable activities
- Include guidance such as:
  - What documentation is required for claim approval
  - How to describe completed activities
  - Approval criteria and timeline expectations
  - Common rejection reasons to avoid
  - Contact information for claim questions
- Claim notes are only visible when users submit claims for claimable activities
- Clear, specific instructions reduce claim rejections and improve user experience
Click Save Changes to create the reward program.

After Creating a Reward Program

After the reward program is created, complete the following tasks:

Create Reward Activities: Navigate to the Reward Activities tab and create activities that users can complete to earn rewards. Each program requires at least one reward activity for users to earn points or cash. See Creating Reward Program Activities.
Configure Sharing Permissions: Set up program sharing permissions to control which security roles and user groups can view and manage the reward program. Use the sharing configuration to grant program managers access to review claims and monitor performance.
Test Program Functionality: Before broad user deployment:
- Verify that users in the program audience can view the program
- Test automatic reward assignment for tracked activities
- Submit test claims for claimable activities to validate the claim form and approval workflow
- Verify that gamification ranks update correctly as test users earn rewards
- Review email notifications to ensure appropriate delivery and content
Communicate Program Launch: Notify target users about the new reward program through:
- Email announcements highlighting program benefits and how to participate
- Portal notifications or news items featuring program details
- Training sessions or webinars explaining reward earning and redemption
- FAQ updates addressing common questions about the program
Monitor Program Performance: After launch:
- Review participation rates and activity completion volumes
- Monitor pending claims and establish consistent review cadences
- Analyze which activities generate highest engagement
- Track redemption patterns if gift card redemption is enabled
- Gather user feedback to identify improvement opportunities

Cloning a Reward Program

To clone an existing reward program:

In the Setup Home page, click Create > Rewards.
Navigate to the reward program you want to clone.
Click the dropdown arrow next to the program name.
Click Clone.
The system creates a copy of the entire program including:
- All program settings (name, type, currency, time range, gamification)
- All reward activities with their configurations
- Conditional logic for all activities
- Claim form fields and settings
- Program description and claim notes
Update the cloned program details:
- Change the Program Name to differentiate from the original
- Modify the Program Audience filters for the new target users
- Adjust the Program Time Range if applicable
- Update Reward Activities values or conditions as needed
- Revise the Program Description to reflect any changes
Click Save Changes to create the cloned program.

Cloning Best Practices:

Clone programs to create quarterly or annual variations of successful initiatives
Use cloning to create regional program versions with localized activities and currencies
Clone template programs to accelerate deployment of similar programs for different user segments
Review all cloned settings carefully before activation to ensure alignment with new program objectives

Editing a Reward Program

To edit an existing reward program:

In the Setup Home page, click Create > Rewards.
Select the reward program you want to edit.
Click Edit.
Modify any program settings on the Details, Program Audience, or Program Description tabs.
Click Save Changes to update the program.

Important considerations when editing:

Program Type (Points or Cash) and Currency cannot be changed after program creation
Changing Program Audience criteria may add or remove user access to the program
Disabling "Display Rules Automatically" immediately prevents users from earning new rewards
Changing the end date affects when the program becomes hidden and points expire
Modifying gamification types retroactively adjusts all user ranks to the new thresholds

Deactivating a Reward Program

To deactivate a reward program:

In the Setup Home page, click Create > Rewards.
Select the reward program you want to deactivate.
Click Edit.
Uncheck the Active checkbox.
Click Save Changes.

Deactivation effects:

The program becomes hidden from users immediately
Users can no longer earn rewards from program activities
Existing reward history remains visible to administrators
Users can still view previously earned rewards if they access their reward history directly
Program can be reactivated at any time by checking the Active checkbox
Consider using "Display Rules Automatically" toggle instead of full deactivation if temporary pause is needed

Deleting a Reward Program

To delete a reward program:

In the Setup Home page, click Create > Rewards.
Select the reward program you want to delete.
Click Delete.
Confirm the deletion.

Important deletion considerations:

Deleting a program removes all associated reward activities
User reward history for the deleted program may become inaccessible
Unredeemed points or cash associated with the program are removed
Deletion is permanent and cannot be undone
Consider deactivating programs instead of deleting to preserve historical data

Best Practices and Recommendations

Clear Program Naming: Use descriptive program names that communicate the program's purpose, target audience, and timeframe. Examples: "Q1 2025 Partner Sales Accelerator", "Customer Training Excellence Program", "Employee Innovation Rewards 2025".

Strategic Audience Targeting: Define program audiences carefully to ensure rewards reach intended participants without unintended inclusions. Test audience filters with small groups before broad deployment to verify targeting accuracy.

Compelling Program Descriptions: Write program descriptions that clearly articulate the value proposition, earning opportunities, and benefits of participation. Use bullet points, headings, and formatting to improve scannability and engagement.

Appropriate Time Ranges: For time-sensitive campaigns, set realistic time ranges that provide adequate earning and redemption windows. Communicate end dates prominently and enable expiration reminders to encourage timely redemption.

Gamification Alignment: Select or create gamification types that align with program themes and organizational culture. Ensure rank names and badge imagery resonate with target audiences and motivate progression.

Pilot Testing: Test new programs with small user groups before organization-wide deployment to identify usability issues, validate reward values, and optimize configurations based on real-world feedback.

Regular Reviews: Schedule periodic reviews of program performance, participation rates, and user feedback to identify optimization opportunities and ensure continued alignment with organizational objectives.

Troubleshooting Tips

Issue: Users matching audience criteria cannot see the program
Solution: Verify that the program Active checkbox is checked. Confirm that the Program Time Range start date has passed if configured. Review sharing permissions to ensure target users' security roles have access. Check that "Display Rules Automatically" is enabled if users should see available activities.

Issue: Program audience includes unintended users
Solution: Review the Program Audience filter logic carefully. Use parentheses to ensure AND/OR operators are evaluated in the intended order. Test filters by viewing the matched user list before program activation. Consider using more specific field criteria or additional filters to narrow the audience.

Issue: Users cannot earn rewards even though the program is active
Solution: Verify that "Display Rules Automatically" is enabled in the Program Description tab. Check that at least one Reward Activity exists and is marked as Active. Review activity conditional logic to ensure users can meet the criteria. Verify that activity "How Often" and Frequency settings have not been exceeded.

Issue: Cloned program includes outdated information
Solution: After cloning, carefully review all tabs including Details, Program Audience, Program Description, and Reward Activities. Update any settings that should differ from the original program including names, dates, audience filters, activity values, and descriptions.

Issue: Program end date has passed but administrators need to extend the program
Solution: Edit the program and either remove the end date entirely for indefinite duration or set a new future end date. Save the changes to make the program visible to users again. Communicate the extension to participants to encourage continued engagement.

Issue: Gamification ranks are not appearing for users
Solution: Verify that a gamification type is assigned to the program (either program-specific or default). Check that users have accumulated enough points or cash to reach the first rank threshold. Confirm that the ranking period includes the timeframe when users earned rewards. Remember that users must view the program page to see their rank, not their profile.

Rewards Module Management

Jump to Reward Module Checklist

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