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.