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Salesforce MCE-Con-201 Exam - Topic 1 Question 5 Discussion

Northern Trail Outfitters (NTO) wants to use Marketing Cloud to gather customer feedback. If a customer indicates they are unhappy with the service they have received, NTO wants a new case to be created in Service Cloud. NTO is unsure of what is possible within Marketing Cloud but would like to use as much native functionality as possible.What approach would a consultant recommend?
B) Use an Engagement Split to capture positive or negative responses, and a Case Activity to create a new case in Service Cloud.
A) Use Automation Studio to capture positive response and a Case Activity to create a new case in Service Cloud.
C) Use an Engagement Split to capture positive or negative responses, and a Custom Activity to create a new case in Service Cloud.
D) Use an AppExchange package to create a customized API integration between Marketing Cloud and Service Cloud.

Salesforce MCE-Con-201 Exam - Topic 1 Question 5 Discussion

Actual exam question for Salesforce's MCE-Con-201 exam
Question #: 5
Topic #: 1
[All MCE-Con-201 Questions]

Northern Trail Outfitters (NTO) wants to use Marketing Cloud to gather customer feedback. If a customer indicates they are unhappy with the service they have received, NTO wants a new case to be created in Service Cloud. NTO is unsure of what is possible within Marketing Cloud but would like to use as much native functionality as possible.

What approach would a consultant recommend?

Show Suggested Answer Hide Answer
Suggested Answer: B

The most native, no-code solution would be using an Engagement Split in Journey Builder to capture customer responses (positive or negative) and, for negative responses, trigger a Case Activity to automatically create a Case record in Service Cloud.

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Exact Extracts from Salesforce Documentation:

Source: Salesforce Help -- Salesforce Activities in Journey Builder

'Use Case Activity in Journey Builder to create a Case record in Salesforce based on customer behavior within the journey.'

Source: Salesforce Help -- Journey Builder Engagement Splits

'Engagement Split evaluates a contact's interaction and directs them down a different path in the Journey based on their engagement.'

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by Kindra at May 29, 2026, 10:30 AM

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