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

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?

AUse Automation Studio to capture positive response and a Case Activity to create a new case in Service Cloud.

BUse an Engagement Split to capture positive or negative responses, and a Case Activity to create a new case in Service Cloud.

CUse an Engagement Split to capture positive or negative responses, and a Custom Activity to create a new case in Service Cloud.

DUse an AppExchange package to create a customized API integration between Marketing Cloud and Service Cloud.

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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22 comments · newest first

Eveline 7 days ago

I’m leaning towards B as well.

Huey 13 days ago

B keeps it efficient and effective.

Ethan 18 days ago

Plus, native functionality is a plus.

Jamal 23 days ago

Exactly, we need to address negatives too.

Avery 28 days ago

B captures both responses, that’s key.

Eveline 1 month ago

I agree, D is overkill.

Huey 1 month ago

D seems too complex for this.

Murray 1 month ago

True, but it’s straightforward.

Jamal 2 months ago

But A only captures positives, right?

Murray 2 months ago

I prefer A. Simple Automation Studio.

Ethan 2 months ago

It uses Engagement Split, easy to manage.

Avery 2 months ago

Why B?

Ethan 2 months ago

I think option B is the best.

Shayne 2 months ago

An AppExchange package could be overkill for this situation, right?

Anthony 3 months ago

Option A seems simpler, but I’m not sure it covers everything.

Maryrose 3 months ago

Wait, can you really use a Custom Activity for this? Sounds complicated.

Bette 3 months ago

Totally agree, Engagement Splits are super effective!

Janessa 3 months ago

I think option B makes the most sense for capturing responses.

Tandra 3 months ago

I recall that using an AppExchange package could be more complex, but it might offer more flexibility. Not sure if NTO needs that level of customization though.

Karan 4 months ago

I’m a bit confused about whether to use a Custom Activity or a Case Activity. I feel like we practiced something like this before, but I can't recall the details.

Elsa 4 months ago

I think the Engagement Split might be the way to go since it lets you handle both positive and negative responses effectively.

Yoko 4 months ago

I remember we discussed using Automation Studio for similar scenarios, but I'm not sure if that's the best option here.

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