Configure Promotions v2

Use this process to build a Promotion v2 in Salesforce. For what the engine can do and how the pieces relate, see About Promotions v2. For complete worked offers you can copy, see Promotions v2 examples.

Build the records in the order below, because each step references the one before it: the reward, then the condition, then the Promotion v2 header, then the Promotion v2 Condition that joins them.

:::warning The Promotion v2 Condition link record is what makes the promotion fire. A promotion with a condition and a reward but no link record never applies, and reports no error. :::

Before you begin

• Confirm the Rewards, Conditions, and Promotions v2 tabs are available to you, and that the fields below are on their page layouts. See Page layouts, profiles and permissions sets.
• Decide whether the offer applies automatically or needs a coupon code.
• Decide whether it is limited to particular products. If so, you also need Promotion v2 Product Scope records.

Step 1: Create the reward

1. Go to the Rewards list and select New.

2. Complete the fields for the reward you want.

   Field	Required	Notes
   Display Name	Yes	Internal name, and the customer-facing label where one is shown
   Identifier	Yes	A unique key, such as members-free-shipping
   Type	Yes	Free Product, Discounted Shipping, Discount on Subtotal, Discount on Products, or Fixed Price for N Products
   Discount Type	For the discount types	Percentage or Fixed Amount
   Discount Percentage	When Discount Type is Percentage	The percentage to take off. Use 100 for free shipping
   Discount Amount	When Discount Type is Fixed Amount	The amount to take off
   Quantity	For Free Product and Fixed Price for N Products	The number of items
   Fixed Amount	For Fixed Price for N Products	The price the items are set to
   Frequency	No	Once applies the reward one time. No Limit repeats it per qualifying group
   Apply to	No	Matched Products uses the condition’s scope. Specified Products uses the reward’s own scope
   Apply first to	No	Most Expensive or Least Expensive, when only some items qualify
   Max Eligible	No	Caps how many items the reward touches

3. Select Save.

Step 2: Create the condition

1. Go to the Conditions list and select New.

2. Choose a Type and set the threshold it needs.

   Type	Use it when	Amount
   Always Applies	The only restriction is on the promotion itself, such as a members-only offer	Not used
   Total Value	The cart’s eligible value must reach a figure	Required
   Total Quantity	The eligible item count must reach a figure	Required
   Product Count	The number of distinct eligible products must reach a figure	Required
   Liquid Condition	No built-in type expresses the rule	Not used

3. (Optional) Set Currency to limit the condition to carts in one currency.
4. Select Save.

Step 3: Create the promotion

1. Go to the Promotions v2 list and select New.

2. Complete the header fields.

   Field	Required	Notes
   Display Name	Yes	Shown internally, and in the cart when the promotion applies
   Store	Yes	The store the promotion runs on
   Start Date	Yes	The promotion never applies without one
   End Date	No	Leave blank to run indefinitely
   Start Time, End Time	No	Time of day on the start and end dates only
   From Time, To Time	No	A daily window, such as 5pm to 7pm every day
   Days of Week	No	Day numbers, where 0 is Sunday and 6 is Saturday
   Reward Strategy	No	Tiered, the default, applies the best single match. Stacked applies all matches
   Stacking Behaviour	No	Stackable, the default, combines with other promotions
   Coupon Code	No	Leave blank to apply automatically. Populate to require the code at checkout
   Customer Scope Contact, Account, or Membership	No	Restricts who qualifies. Set one only
   Channel Scope Store	No	Restricts the promotion to one store. Mutually exclusive with the outlet
   Channel Scope Outlet	No	Restricts it to orders where the shopper has selected a specific outlet, or to that outlet’s register at the point of sale
   Total Usage Limit	No	Maximum uses across all customers. Blank is unlimited
   Per Customer Usage Limit	No	Maximum uses per customer. Blank is unlimited
   Stop After This Promo	No	Stops further promotions being evaluated once this one applies

3. Select Save.

:::note The three customer scope fields are mutually exclusive, and so are the two channel scope fields. Setting more than one of a group gives unpredictable results. :::

Step 4: Join the condition to the reward

1. On the Promotion v2 record, go to the Promotion v2 Conditions related list and select New.
2. Select the Condition from step 2 and the Reward from step 1.
3. Set Priority. Lower numbers are evaluated first. Use 1 for a single-tier promotion.
4. Select Save.

Step 5: Limit it to particular products

Skip this step if the offer applies to everything in the cart.

1. On the Condition or the Reward, go to the Promotion v2 Product Scopes related list and select New.

2. Set Scope Type.

   Scope Type	Effect
   Include	Only matching items are considered
   Exclude	Matching items are removed from consideration
   Free Product	Defines which products a Free Product reward can give

3. Set one of Product, Category, Brand, or Zone, then select Save.

Scopes on a condition decide which items count toward its threshold. Scopes on a reward decide which items the discount lands on. Where a condition has both include and exclude scopes, an item must match an include and no exclude.

Step 6: Test the promotion

1. Open your store in a private browser window.
2. Sign in as a customer who matches the customer scope, if you set one.
3. Add qualifying products and go to checkout.
4. Enter the coupon code if the promotion uses one.
5. Confirm the discount appears in the cart totals, under Applied codes for a coupon promotion or Auto-Applied Discounts for an automatic one.

:::warning Signing in from Salesforce as the customer does not always reproduce membership-scoped behavior. Test a membership-scoped promotion with the customer’s own credentials in a private window. :::

Fix a promotion that is not working

Symptom	Likely cause	Fix
Nothing happens at all	No Promotion v2 Condition link record	Create the link record joining the promotion, condition, and reward
Nothing happens at all	Start Date is blank or in the future	Set it to today or earlier
It applies to everyone	Customer scope not set on the header	Set Customer Scope Membership, Account, or Contact
The discount is the wrong size	Type does not match the intent, or the matching amount field is empty	Confirm the reward Type, then complete Discount Percentage, Discount Amount, or Fixed Amount
Every tier applies at once	Reward Strategy is Stacked	Change it to Tiered
It ignores a qualifying cart	Currency on the condition does not match the cart	Match the currency, or clear the field
It works for one customer only	The other customer’s membership is missing or expired	Check the Memberships related list on their account
A product still gets discounted	The Promotions exclusion does not apply to this engine	Add a Promotion v2 Product Scope with scope type Exclude

Once the discount shows in the cart totals for a qualifying customer and disappears for a non-qualifying one, the promotion is configured correctly.