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
   Discount Percentage	When Discount Type is Percentage	The percentage to take off. Use 100 for free shipping
   Discount Amount	When Discount Type is Fixed	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 a fixed amount for each time the condition was met. A percentage never repeats
   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. Takes effect only when Max Eligible is set
   Max Eligible	No	Caps how many lines the reward touches
   Exclude Discounted	No	Skips lines already on sale or already discounted
   Exclude Free	No	Skips lines that already cost nothing

3. Select Save.

:::note On a Discount on Products reward, a Discount Amount comes off each matching line once, not off each unit. Use Percentage where the discount should scale with the quantity on the line. :::

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 on the web and at a register 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
   Week Frequency	No	Recurrence in weeks from the start date, so 2 means every second week
   Timezone	No	Applies to every date and time field above. Defaults to the store’s timezone
   Priority	No	Evaluation order across promotions. Lower numbers first, blank last. Subtotal rewards run last, and web coupons are not ranked by it
   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. Governs coupons only
   Stacking Priority	No	On a conflict, Existing Promotions refuses the incoming coupon and Biggest Reward keeps whichever gives more
   Coupon Code	No	Leave blank to apply automatically. Populate to require the code at checkout or at a register
   Customer Scope Contact, Account, or Membership	No	Restricts who qualifies. Set one only. At a register, only a contact scope can match
   Channels	No	Web, POS, or both. Leave blank to apply it on the web store and at registers
   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. Promo code usage is counted for customers who are not logged in, up to the total limit. This means Guest uses are refused once the total reaches the limit. See how guests are counted
   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.

:::warning A Zone scope restricts the condition whatever the Scope Type, but setting Scope Type to Include also makes it a product include that matches no cart line, filtering every item out. A Total Value, Total Quantity, or Product Count condition carrying one can then never reach the Amount. Put the zone scope on an Always Applies condition, give it a condition of its own, or leave the Scope Type unset. An Always Applies condition matches no items, so set the reward’s Apply To to Specified Products, or use a subtotal reward. :::

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 cart that looks big enough does not qualify	A product in it has Exclude From Price Reductions set to Promotions, so it counts toward no condition	Expected. Clear the exclusion on that product if it should count
It applies on the web but not at a register, or the other way round	Channels leaves out that channel	Add the channel to Channels, or clear the field
It applies on the web but not at a register	Customer Scope Account or Customer Scope Membership is set, the condition is a liquid_condition, or the register has not synced the promotion	See How Promotions v2 run at the register
A zone-scoped offer never applies	A Zone scope with Scope Type Include sits on a condition with an Amount	Move the zone scope to an Always Applies condition and set the reward’s Apply To to Specified Products, or clear the Scope Type
The discount does not multiply on a larger cart	Frequency is No Limit on a percentage reward	Use a Discount on Subtotal reward with Discount Type set to Fixed, or accept a single percentage
Only $5 comes off a line of four items	Discount Amount is applied per line, not per unit	Use Percentage, or split the items across lines
The offer applies, then vanishes on the next page	Exclude Discounted is set and another promotion discounts the same line	Clear Exclude Discounted, or scope the two promotions apart

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