sales force
Who is often the brand Trailblazer responsible for the consumer experience vision?
-Chief Marketing Officer -Chief Experience Officer
What can marketers do with Datorama?
-Connect and unify all marketing data in one place -Utilize AI-powered insights to maximize campaign ROI and drive growth
Which of the following does a customer journey strategy positively impact?
-Customer engagement -Revenue Growth -Customer Satisfaction Scores
When auditing today's customer experience, which of these should you do?
-Document everything -Google your brand and market
You run a bank and want to decide which triggered automations are right for your customers. Which of these do you want to implement?
-Onboarding series -Abandoned browse
Which of the following helps you meet the expectations of the empowered consumer?
-Personalize everywhere with Artificial Intelligence -Engage across the entire consumer journey
What challenge does marketing intelligence help solve?
-Providing transparency and accountability -Establishing a measurement system across teams
Which of the following methods can you use to acquire subscribers?
-Website sign-ups -In-store promotions
Which of the following is a benefit of using a welcome program?
-Welcome programs generally have high open rates -Welcome programs generally have high click rates
You want to keep your per-mailing email bounce rate under:
20%
What percentage of customers will leave a brand due to poor consumer experiences?
52%
What percentage of customers have stopped buying from a company when they feel that a competitor provides a better experience?
57%
Which of these is an example of CRM data?
A customer's email address
What is a lookalike audience?
A group of people who behave like another group of people, such as your best customers.
What is a customer journey?
A series of steps a customer goes through during a touchpoint with a company
What made it possible for the sales rep and service agent to provide a personalized experience to Sandra when they talked with her?
A unified customer profile in Salesforce
Which of these is the best way to reach the right people with digital advertising?
Advertise based on customer identity
What are the key features of Marketing Cloud advertising and data products?
Advertising Studio, Audience Studio, Salesforce Data Studio
How can you use mobile messaging to gain new email subscribers?
Allow customers to text you their email address with a keyword
Using templates for your email helps scale your marketing efforts by:
Allowing you to send one email that includes targeted and personalized content
In Social Studio, you can control content publishing using:
Approval rules
What latest capability has raised the bar on what's considered "innovative"?
Artificial Intelligence
Which studio lets you organize data for marketers and provides instructions based on insights generated by the platform?
Audience Studio
What are the four pillars to create a customer journey?
Audience, Data, Content, and Channel
What are the customer lifecycle stages?
Awareness, Acquisition, Onboarding, Engagement, Retention, and Advocacy
Why is identity shifting from audiences to people?
Because managing personalized experiences is crucial
What type of data does Interaction Studio capture?
Behavioral
Which type of data identifies how a customer feels about something?
Behavioral data
What is one way you can optimize your media spend?
Bid more for a qualified lead compared to an unknown prospect
How can you identify the campaigns and email sends most likely to get results for your business?
By identifying your business's peak selling seasons and planning ahead for those
How do you build an "always-on" lead-generation machine?
By using your CRM data to acquire new customers using lookalikes and lead ads
What role is taking the place of chief marketing officer at many major businesses?
Chief growth officer
What is dynamic content?
Content that displays in a content area according to rules defined based on subscriber attributes
Spam filters can vary in logic, but most spam filters use:
Content-or keyword-based logic
What does organizing and collecting data enable businesses to do?
Convert information into actions
An essential element of social listening is to better understand context and relevance around brand mentions. Which of the following is the best way to analyze and prioritize your brand mentions?
Create categories to organize mentions, then manually, or automatically filter each one into its category
Which of the following is a great way to use social engagement to decrease the number of customer questions?
Do a case study, or share tips and tricks blog posts to help your customers help themselves
Using a tracking code to collect social attribution data helps you to
Follow which social networks are driving the most traffic
What is a best practice when subscribers opt in to receive email from your company?
Get their name, email address, and permission to send promotional emails
Which of the following is an unsubscribe type available through Salesforce Marketing Cloud?
Global
What question should you ask to check your data's quality, accessibility, and completeness?
How easy is the data to access and use?
Which of the following is the most effective way to gain new subscribers?
Inbound sales calls
What are two reasons that marketers have a hard time delivering personalized experiences?
Internal silos and inconsistent experiences
The benefit of dynamic content is:
It allows for individual market segments to see targeted content based on segment data
How does a CDP help marketers strengthen customer relationships?
It delivers human interactions
Which product allows marketers to orchestrate interactions across different channels and touch points?
Journey Builder
Which studio lets you map out the customer journey and adjust the customer's path based on behavior?
Journey Builder
How can you ensure your subject lines are effective?
Keep them short and test
What are legacy marketing systems unable to do for today's marketer?
Manage a connected customer experience
What can you do with Google Analytics 360 and Marketing Cloud?
Measure performance of your email, web and mobile app engagement.
What RTIM core capability helps you determine which offer, content, or message will inspire consumer engagement?
Next-best action
Which of the following is a list of triggered automations?
Onboarding, abandoned cart, subscription renewal, shipping notifications
What real-time interactions does Interaction Studio manage?
Online, offline, and assisted channels
What do customers expect from a company's communications that helps to drive their brand loyalty?
Personalization
Which of the following help you keep good relationships with your subscribers?
Plan content carefully to convey your message appropriately
What is the first step in mapping the customer journey?
Pretend you are a brand-new customer
Which of the following statements is accurate as it relates to brands that publish on social media?
Publishing on social media is an effective way to create strong brand awareness if your content is consistent, worthwhile, and relevant
By the end of what phase, should you have buy-in from all the business stakeholders?
Scope Setting
Which of the following is a solid foundation for a social media listening report?
Sentiment analysis, total number of mentions, active networks where your brand is mentioned, and verbatim feedback on products/services
What creates the customer experience gap?
Siloed Data, Channels, and Departments
What term is used to describe the place where all of your most up-to-date data is stored?
Single Source of Truth
What product is part of the Marketing Cloud social media management product?
Social Studio
Which of these is an example of in-journey content?
Social content
What can consumer data help marketers do?
Strengthen customer loyalty
How do you increase your customer satisfaction score with advertising?
Suppress ads to people who likely do not want to see that particular ad
What are the three rules of thumb for responding to positive feedback?
Thank them, Return the favor, Add guest contributors
Why are subscriber email addresses so valuable for marketing campaigns?
They help you create a single view of the customer
What is the purpose of setting a goal for your journey?
To focus your efforts
Why is it important to follow CAN-SPAM guidelines?
To stay legally compliant in the US
True or false: Marketing intelligence allows you to analyze, visualize, and activate your data from one place.
True
Which of the following best describes corporate social listening?
Using social media monitoring tools to identify and quantify mentions of your brand, competitors, and industry, happenings across the entire social web
What type of advertising campaign can help you save money ?
Welcome Series
What's a best practice when sharing your expertise with the community?
You don't have to sound like an expert. Just be helpful.