Marketing-Cloud-Consultant Salesforce Certified Marketing Cloud Consultant Exam (SP23) Question and Answers

To use a custom sending domain and maintain deliverability for Cloud Kicks, Northern Trail Outfitters should use a Sender Authentication Package (SAP) for Cloud Kicks. A SAP is a tool that allows marketers to authenticate their emails with their own domain name and branding elements, such as links and images. A SAP also helps improve deliverability by increasing sender reputation and avoiding spam filters.

A new SAP for NTO is not needed, as they already have one for their existing brand. A private domain is not recommended for Cloud Kicks, as it does not provide full authentication or branding benefits as a SAP does. References: https://help.salesforce.com/s/articleView?id=sf.mc_es_sender_authentication_package.htm &type=5

To send an email confirming opt-in when someone signs up for their emails via a form on their website, a triggered send data extension can be used to capture the form data and deploy the email. The triggered send data extension can be linked to a triggered send definition that contains the email creative and settings. The developer can use the SOAP or REST API to trigger the email from the website form, and the marketing team can change the email creative without involving the developer. References: https://help.salesforce.com/s/articleView?id=sf.mc_es_triggered_sends.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.mc_es_create_triggered_send_data_extension.htm &type=5

A verification activity is an automation studio activity that allows checking the record count or field value of a data extension and sending a notification email if it meets certain criteria. A filter activity is an automation studio activity that allows filtering records from a source data extension into a target data extension based on filter criteria. By using these two activities in an automation, NTO can monitor available coupon codes in their coupon data extension and send a notification email to their email specialist if the available coupon count falls below 500. An import activity is used to import data from an external file or data source into a data extension, which is not relevant for this use case. A data extract activity is used to extract data from a data extension or data view into a file, which is also not relevant for this use case. References: https://help.salesforce.com/articleView?id=sf.mc_as_verification_activity.htm &type=5 https://help.salesforce.com/articleView?id=sf.mc_as_filter_activity.htm &type=5

An auto-suppression list populated with the known email addresses can be used to ensure none of these competitors receive their emails. An auto-suppression list is a type of exclusion list that prevents subscribers from receiving certain types of messages based on criteria such as email address, subscriber key, or domain. References: https://help.salesforce.com/articleView?id=sf.mc_es_auto_suppression_lists.htm &type=5

Synchronized data extensions are data extensions that are automatically populated with data from Sales Cloud objects using Marketing Cloud Connect. They can be configured with filters to limit the records that are imported based on criteria such as field values or record types. By using synchronized data extensions with a filter on the consent checkbox field, NTO can import their Sales Cloud data into Marketing Cloud and leverage it within Journey Builder. Synchronized data extensions can be refreshed as frequently as every 15 minutes, which meets the requirement of having no more than 30 minutes delay. References: https://help.salesforce.com/articleView?id=sf.mc_co_data_integration_synchronized_data_sources.htm &type=5 https://help.salesforce.com/articleView?id=sf.mc_co_implement_synchronized_data_sources_best_practices.htm &type=5

To send an email with personalized fields from multiple data extensions without coding experience, Northern Trail Outfitters should combine the data outside of Marketing Cloud and upload it into a sendable data extension. This will allow them to have all the required fields for personalization in one data source and avoid using complex scripting or queries to join and filter data from multiple data extensions.

Establishing data relationships and creating data filters would not help with personalization, as they are used for segmentation purposes. Creating SQL query activities would require coding skills and experience with SQL syntax. References: https://help.salesforce.com/s/articleView?id=sf.mc_es_send_email_using_a_data_extension.htm &type=5

Using an import activity to import a file from the SFTP can be used to maintain an auto-suppression list. An import activity allows users to import data from a file on the Marketing Cloud FTP into a data extension or list. An auto-suppression list is a type of exclusion list that prevents subscribers from receiving certain types of messages based on criteria such as email address, subscriber key, or domain. References: https://help.salesforce.com/s/articleView?id=sf.mc_as_import_file_activity.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.mc_es_auto_suppression_lists.htm &type=5

To query Marketing Cloud for send data across SMS, Push, and email, Northern Trail Outfitters should use _Send Data Views. Data Views are system-generated tables that store tracking and system data for different channels and platforms in Marketing Cloud. _Send Data Views contain information about email sends, SMS sends, and push sends across different business units and accounts. References: https://help.salesforce.com/s/articleView?id=sf.mc_as_data_view_send.htm &type=5

To automate a weekly SMS message to contacts who have a birthday that week, the Refresh Mobile Filtered List activity can be used to update the filtered list based on the birth date criteria. The Outbound Send activity can then be used to send the SMS message to the contacts in the filtered list. References: https://help.salesforce.com/s/articleView?id=sf.mc_moc_refresh_mobile_filtered_list.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.mc_moc_outbound_send.htm &type=5

A send log is a data extension that captures information about each email send, such as subscriber key, email name, subject line, and send time. It can also capture custom fields that are populated at send time, such as email address or personalized content. A send log can be used to analyze which email addresses receive which emails and when. References: https://help.salesforce.com/articleView?id=sf.mc_es_send_logging.htm &type=5

To send SMS messages to contacts located in the United States using a Salesforce entry event in a journey, NTO should format the phone field in Salesforce as +l[phonenumber], where +1 is the country code for the United States and [phonenumber] is the 10-digit phone number without any spaces or dashes. This format ensures that Marketing Cloud can correctly identify and validate the mobile numbers for SMS sending. Normalizing phone numbers in journey settings only applies to mobile numbers stored in MobileConnect or MobilePush demographics tables, not to mobile numbers from Salesforce entry events. Selecting ‘US’ as the sending country in SMS activity only affects how opt-out keywords are processed, not how mobile numbers are validated. Configuring the phone field in Salesforce as US locale only affects how phone numbers are displayed in Salesforce, not how they are formatted for Marketing Cloud. References: https://help.salesforce.com/articleView?id=sf.mc_rn_june_2020_moc_normalize_phone_number_journey_setting.htm &type=5 https://help.salesforce.com/articleView?id=sf.mc_moc_country_code_processing_for_opt_out_keywords.htm &type=5 https://help.salesforce.com/articleView?id=admin_phoneformat.htm &type=5

To provide near real-time data in a 30-day welcome journey, Northern Trail Outfitters should use contact data using synchronized data sources. This will allow them to access the most up-to-date data from their CRM system in decision splits and other journey activities. Journey data is static and based on the entry source data extension, which may not reflect recent changes in CRM. Contact data mapped through profile attributes or imported from CRM reports may not be as timely or accurate as synchronized data sources. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_synchronized_data_sources.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.mc_jb_decision_split.htm &type=5

To troubleshoot the connection between Sales Cloud and Marketing Cloud, a consultant should start by validating Marketing Cloud and Sales Cloud permissions for the connecting users. The connecting users are the users who authenticated Marketing Cloud Connect in both systems. They need to have certain permissions and roles in both systems to enable full functionality of Marketing Cloud Connect. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_troubleshoot_marketing_cloud_connect_configuration_issues.htm &type=5

Supporting inbound messages in each country would require additional long code implementation for MobileConnect. A long code is a standard phone number that can send and receive SMS messages. Each country has its own regulations and requirements for long codes, so a single long code cannot be used for all markets. The other functionalities do not tie to additional long code implementation. References: https://help.salesforce.com/s/articleView?id=sf.mc_moc_long_codes.htm &type=5

To inform NTO’s marketing manager if more than 1,000 records are ever imported through this automation, and prevent the sendable data extension from being updated that day, the consultant should place a Verification Activity between the import and SQL Query activity. A Verification Activity is an activity that allows marketers to verify if certain conditions are met before proceeding with the next activity in an automation. For example, a Verification Activity can check if the number of records in a data extension is above or below a specified threshold, and send an email notification or stop the automation based on the result. References: https://help.salesforce.com/s/articleView?id=sf.mc_as_verification_activity.htm &type=5

This setting allows the consultant to verify the sender's identity and configure the incoming email settings. Reference: https://help.salesforce.com/articleView?id=mc_es_sap_overview.htm &type=5

To redirect its emails to Marketing Cloud servers for processing, Northern Trail Outfitters should use a Sender Authentication Package. A Sender Authentication Package is a feature that allows marketers to authenticate their email sends with their own domain and branding, instead of using Marketing Cloud’s default domain and branding. This will improve email deliverability and reputation, as well as provide more control over email settings and preferences. References: https://help.salesforce.com/s/articleView?id=sf.mc_es_sender_authentication_package.htm &type=5

An entry source filter is a filter that can be applied to an entry source in journey builder to limit which contacts are injected into a journey based on criteria such as field values or record types. A decision split is a journey builder activity that allows branching the journey based on attribute values or engagement behavior of each contact. By using an entry source filter on their order data extension, NTO can filter contacts whose status has changed to ‘shipped’ that day and inject them into their journey. By using a decision split within their journey, they can further segment contacts based on other criteria such as purchase amount or product category. References: https://help.salesforce.com/articleView?id=sf.mc_jb_entry_source_filter.htm &type=5 https://help.salesforce.com/articleView?id=sf.mc_jb_decision_split.htm &type=5

The Deployment Manager extension product can be used to speed up the migration of data extensions and Journey Builder configurations between each environment. The Deployment Manager allows users to create packages of Marketing Cloud assets and deploy them across different business units or accounts. The Deployment Manager supports data extensions and journeys as well as other assets such as emails, templates, automations, and content blocks. References: https://help.salesforce.com/s/articleView?id=sf.mc_de_deployment_manager.htm &type=5

To target all customers who have registered to receive push notifications, Northern Trail Outfitters can use two ways to create this segment:

• Using Mobile Studio, create a Mobile Push Filtered List then filter on the MobilePush Demographics attribute group. This is a user-friendly tool that allows marketers to segment their mobile push audience based on criteria and conditions without coding.
• Using Automation Studio, query the _MobilePushDemographics Data View and save this to a data extension. This is a more advanced tool that allows marketers to segment their mobile push audience using SQL queries and data views.

Using Journey Builder or Contact Builder are not ways to create segments for mobile push audiences, as they are used for different purposes. References: https://help.salesforce.com/s/articleView?id=sf.mc_moc_create_a_filtered_list.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.mc_as_query_activity.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.mc_as_data_view_mobilepushdemographics.htm &type=5

To send a special discount offer to engaged customers on their email list, Northern Trail Outfitters should resolve how to determine engagement prior to generating the audience. Engagement is a measure of how customers interact with emails, such as opens, clicks, or conversions. Different criteria and thresholds can be used to define engagement, such as recency, frequency, or duration of interactions. Determining engagement will help Northern Trail Outfitters segment their audience and target their offer more effectively.

What the offer will be, when to send the email, and who the offer come from are important factors for designing and delivering the email, but they are not relevant for generating the audience based on engagement. References: https://help.salesforce.com/s/articleView?id=sf.mc_es_engagement_split.htm &type=5

A File Drop Automation with a Verification Activity can be used to fulfill the requirement of sending an email to all contacts who have signed up for its newsletter, but have not joined its loyalty program. A File Drop Automation can be used to trigger an automation when a file is uploaded to the Marketing Cloud FTP. A Verification Activity can be used to check the number of records in the file and stop the automation if the file is empty. References: https://help.salesforce.com/s/articleView?id=sf.mc_as_define_a_triggered_automation.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.mc_as_verification_activity.htm &type=5

To enable data extensions for sending SMS messages from MobileConnect, Northern Trail Outfitters should add two fields to their data extensions: a field of Locale type containing the country code and a field of Phone type containing the mobile number. These fields are required for MobileConnect to identify and send messages to mobile subscribers. References: https://help.salesforce.com/s/articleView?id=sf.mc_moc_create_a_data_extension_for_mobileconnect.htm &type=5

To use Case data from Service Cloud as part of their current email messaging campaign, Northern Trail Outfitters should use Synchronized Data Extensions on the Case Object with a Boolean filter on the Contact Me field. Synchronized Data Extensions are data extensions that allow marketers to sync data from Sales Cloud or Service Cloud objects into Marketing Cloud using filters and schedules. Using Synchronized Data Extensions on the Case Object with a Boolean filter on the Contact Me field will allow Northern Trail Outfitters to import cases that indicate the customer wants someone to contact them after the case is closed. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_synchronized_data_sources.htm &type=5

A Sender Authentication Package (SAP) is a set of features that authenticate an email sender’s identity and reputation, such as a private domain, a dedicated IP address, a link customization, and a reply mail management. A SAP can benefit customers who send large volumes of emails (such as 500,000 per month) and want to have consistent email branding with their domain (such as sender address, links, images, etc.). A SAP can also improve deliverability and avoid spam filters by proving that the sender is legitimate and trustworthy. References: https://help.salesforce.com/articleView?id=sf.mc_es_sender_authentication_package.htm &type=5

To send emails to loyalty members based on recent activity, a contact data entry source can be used to segment the data based on attributes and filters configured in Contact Builder. This allows for more flexibility and scalability than using a data extension entry source with an applied filter. References: https://help.salesforce.com/s/articleView?id=sf.mc_jb_entry_sources.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_attribute_groups.htm &type=5

Advertising Studio is a tool that allows marketers to create and manage advertising campaigns across various channels, such as display, social, and search. It can also leverage Marketing Cloud data and segments to target or suppress audiences based on their engagement behavior. References: https://help.salesforce.com/s/articleView?id=sf.mc_as_advertising_studio_overview.htm &type=5

To fulfill the requirement that the data in the sandbox should never be mixed with data in production during testing cycles, Northern Trail Outfitters should implement two separate Marketing Cloud instances. A Marketing Cloud instance is an independent environment that contains its own data, configuration, and functionality. Having two separate instances for sandbox and production will ensure data isolation and security during testing cycles. References: https://help.salesforce.com/s/articleView?id=sf.mc_overview_marketing_cloud_instances.htm &type=5

A decision split activity is a journey builder activity that allows branching the journey based on attribute values or engagement behavior of each contact. Contact data refers to data that is stored outside the journey, such as in data extensions or data views. Journey data refers to data that is captured at the moment of entry into the journey, such as from a Salesforce entry event. By using both contact and journey data in a decision split activity, NTO can compare attribute values from different sources using an attribute-to-attribute comparison. For example, they can compare the promo code from the transaction data extension (contact data) with the promo code from the entry event (journey data) and divert contacts who have redeemed the promo code before reminder emails are sent. References: https://help.salesforce.com/articleView?id=sf.mc_jb_decision_split.htm &type=5 https://help.salesforce.com/articleView?id=sf.mc_jb_attribute_to_attribute_comparison.htm &type=5

The reason why the Journey does not inject customers when their order status is updated is that orders are not being updated from not meeting criteria to meeting criteria. A Salesforce Data Entry Source only injects records into a journey when they change from not meeting the entry criteria to meeting the entry criteria. For example, if the entry criteria is order status equals New, then only orders that change from a different status to New will be injected into the journey. Orders that are created with a status of New or change from New to another status will not be injected into the journey. References: https://help.salesforce.com/s/articleView?id=sf.mc_jb_salesforce_data_event.htm &type=5

To manually create a segment of both lead and contact records that can be targeted through the Send Flow in Content Builder, Northern Trail Outfitters should use a Salesforce Campaign. A Salesforce Campaign is an object in Sales Cloud that allows marketers to group leads or contacts for a specific marketing initiative, such as an email campaign. A Salesforce Campaign can be used as a target audience in Marketing Cloud using the Send Flow in Content Builder. References: https://help.salesforce.com/s/articleView?id=sf.campaigns_overview.htm &type=5 https://help.salesforce.com/s/articleView?id=sf.mc_co_send_flow.htm &type=5

To limit subscriber records by BU based on the ‘Region’ profile attribute, Northern Trail Outfitters should select ‘Define Subscriber Filter’ for each BU on the BU Setup page and configure a condition to match the corresponding profile attribute. This will allow users who are assigned to a BU to only view and send to subscribers who have the same region value as their BU. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_business_unit_setup.htm &type=5

Data views are system-generated tables that store information about subscriber actions, such as sends, opens, clicks, bounces, etc. Data views can be queried using SQL statements in automation studio or query studio to retrieve email metrics for analysis and reporting purposes. Data views store data for up to six months (or longer for some tables), and can be queried as frequently as needed, such as hourly or daily. References: https://help.salesforce.com/articleView?id=sf.mc_as_data_views.htm &type=5

• How many API calls are expected to be made at peak hourly rate? This question will help determine if they have enough API limits and bandwidth for importing large volumes of data via REST API into Marketing Cloud. The REST API has limits on how many requests can be made per hour per account based on license type and edition.
• Why do they require 10 years’ historical data in Marketing Cloud? This question will help determine if they have a valid business case and use case for importing large volumes of historical data into Marketing Cloud. Depending on their marketing objectives and strategies, they may not need 10 years’ historical data in Marketing Cloud, which could reduce their storage needs and costs.

What time of day are the API calls made is not relevant to determining a solution for importing large volumes of data via REST API into Marketing Cloud, as it does not affect how data is imported or processed. Whether someone needs to be notified if an error happens on import is not relevant to determining a solution for importing large volumes of data via REST API into Marketing Cloud, as it does not affect how data is imported or processed. References: https://help.salesforce.com/s/articleView?id=sf.mc_overview_large_data_extensions.htm &type=5 https://developer.salesforce.com/docs/atlas.en-us.noversion.mc-apis.meta/mc-apis/using_the_rest_api.htm

Creating and enabling a BLOCKOUT window in MobileConnect can be used to prevent SMS messages from being sent during certain hours of the day. A BLOCKOUT window is a time period during which no messages are sent or received by MobileConnect, regardless of when they were scheduled or triggered. References: https://help.salesforce.com/s/articleView?id=sf.mc_moc_blockout_window.htm &type=5

Three considerations that should be made before implementing MobileConnect are:

• Long and Short Codes are not available for all countries. Long codes are local phone numbers that can be used for sending SMS messages in some countries, while short codes are special numbers that can be used for sending SMS messages in other countries. However, not all countries have long codes or short codes available or supported by MobileConnect.
• Inbound messaging only works with local Long or Short Codes. Inbound messaging is the ability to receive SMS messages from subscribers in response to outbound messages or keywords. This feature only works with local long codes or short codes that match the country of the subscriber’s mobile number.
• Not all countries are supported by MobileConnect. MobileConnect relies on mobile operators and aggregators to deliver SMS messages to different countries, but not all countries have these services available or supported by MobileConnect.

NTO would not be charged by mobile operators directly for messages, as they would pay for message credits or bundles through Marketing Cloud billing. Opting in for messages can be done via inbound message or other methods, such as web forms or APIs. References: https://help.salesforce.com/s/articleView?id=sf.mc_moc_mobileconnect_overview.htm &type=5

To initiate sends when contacts for select accounts are created, Northern Trail Outfitters should use a Salesforce Data Entry Source on the Contact Object. A Salesforce Data Entry Source is a feature that allows marketers to inject contacts into a journey based on changes or events in Sales Cloud objects, such as contacts or accounts. Using a Salesforce Data Entry Source on the Contact Object will allow Northern Trail Outfitters to trigger sends when a contact record is created for a specific account. References: https://help.salesforce.com/s/articleView?id=sf.mc_jb_salesforce_data_event.htm &type=5

To refresh the sandbox in their integrated account, Northern Trail Outfitters should perform the steps in the following order:

• Disconnect. This step will disconnect Marketing Cloud Connect from Sales Cloud and prevent data loss or errors during the refresh process.
• Refresh. This step will refresh the sandbox in Sales Cloud with new data and configuration.
• Reconnect. This step will reconnect Marketing Cloud Connect to Sales Cloud using the new sandbox credentials and settings.
• Synchronize. This step will synchronize data between Marketing Cloud and Sales Cloud using Synchronized Data Sources or Salesforce Data Entry Sources.
• Authenticate. This step will authenticate Marketing Cloud Connect users in both systems and enable full functionality of Marketing Cloud Connect.

References: https://help.salesforce.com/s/articleView?id=sf.mc_co_refresh_a_sandbox.htm &type=5

Datorama is a product that enables marketers to connect and unify their data sources, visualize and analyze their data, and optimize their marketing performance. Datorama can help NTO centralize their analytics data from Marketing Cloud, Sales Cloud, and other sources, and provide insights and recommendations to drive return on investment and growth via their marketing sends. References: https://www.salesforce.com/products/marketing-cloud/platform/datorama-marketing-intelligence/ https://help.salesforce.com/articleView?id=sf.mc_dtm_datorama.htm &type=5

To diagnose the issue of failed Salesforce Triggered Sends, the consultant should ensure the System User is assigned the Standard User Profile. The System User is a user account that Marketing Cloud Connect uses to communicate with Sales Cloud. The System User needs to have the Standard User Profile or a custom profile with similar permissions to enable Salesforce Triggered Sends. References: https://help.salesforce.com/s/articleView?id=sf.mc_co_troubleshoot_marketing_cloud_connect_configuration_issues.htm &type=5

A parent business unit is the top-level business unit in an account hierarchy that can share data, content, and settings with its child business units. A child business unit is a lower-level business unit that inherits data, content, and settings from its parent business unit but can also have its own data, content, and settings. By creating a parent business unit for the corporate office and a child business unit for each franchise owner, the customer can achieve data and content sharing as well as customization and segmentation for each local store. References: https://help.salesforce.com/articleView?id=sf.mc_overview_business_units.htm &type=5