Marketing Cloud Admin > Unit 4:Study Up on Digital Marketing > Module Quizzes

How are digital service and digital transformation different? A. Digital service offers more efficient service experiences with emerging technologies, whereas digital transformation is doing business with digital data in new ways. B. Digital service excludes emerging technologies from the service experience whereas digital transformation changes customer expectations. C. Digital service offers full-color digital pizzas to all customers whereas digital transformation only offers scanned black and white pizzas. D. Digital service excludes analog data for online customer journeys, whereas digital transformation welcomes analog data for all aspects of a customer journey.

A. Digital service offers more efficient service experiences with emerging technologies, whereas digital transformation is doing business with digital data in new ways.

Which areas of questions should you focus on as you plan for Service Cloud's digital engagement tools? A. Fundamentals, Self-Service, Social Presence, Messaging, Automation & AI B. Foundation, Communities, Social Service, Messaging, and Routing C. Service Console, Omni-Channel, Social Presence, Chabots, Automation & AI D. Console, Automation & Routing, Self-Service, Social Service, Messaging

A. Fundamentals, Self-Service, Social Presence, Messaging, Automation & AI

Which Service Cloud option helps you collaborate with customers and partners on the web? A. Sites B. Web-to-Case C. Embedded Apps D. Omni-Channel

A. Sites

How does Service Cloud help with digital engagement? A. The service platform provides AI and a 360-view into every aspect of your customers across all channels. B. Everything your company needs to engage and service customers in the digital realm is available to set up. C. Every feature is available to purchase with a license so that you can engage with your customers on any device. D. Everything your agents need to provide service to your customers is out of the box and available in the console with automation.

B. Everything your company needs to engage and service customers in the digital realm is available to set up.

What is digital engagement? A. A journey in the digital realm that touches upon Marketing Cloud, Sales Cloud, Commerce Cloud, and Service Cloud, everywhere. B. Every positive touchpoint during the marketing, selling, and servicing experience for customers, anywhere, at any time. C. An uninterrupted web journey for customers that includes touchpoints with Sales Cloud, Service Cloud, Marketing Cloud, and Commerce cloud. D. An online customer journey that includes marketing, selling, and servicing that lets customers switch between channels without interrupting a positive experience.

D. An online customer journey that includes marketing, selling, and servicing that lets customers switch between channels without interrupting a positive experience.

Why should you implement case management features before digital engagement channels? A. Because case management is easier to set up than digital engagement. B. If there are no case records available in Salesforce, it is a bad experience for both agents and customers. C. Case management features determine which channels, automation, and AI features to implement for digital engagement. D. If there is no consistent way to track, route, or respond to a question, a customer will have a bad experience regardless of the channel.

D. If there is no consistent way to track, route, or respond to a question, a customer will have a bad experience regardless of the channel.