How could they resolve this issue?

Northern Trail Outfitters is using a Salesforce entry event in a Journey to send SMS to contacts located in the United States. They notice new SMS contacts are not receiving messages, and the mobile number in the Salesforce Entry Data Extension was missing the country code.

How could they resolve this issue?
A . Select ‘Normalize Phone Number* in Journey settings.
B. Format the phone field in Salesforce as +l[phonenumber],
C. Select ‘US’ as the sending country in SMS activity.
D. Configure the phone field in Salesforce as US locale.

View Answer

Answer: B

Explanation:

To send SMS messages to contacts located in the United States using a Salesforce entry event in a journey, NTO should format the phone field in Salesforce as +l[phonenumber], where +1 is the country code for the United States and [phonenumber] is the 10-digit phone number without any spaces or dashes. This format ensures that Marketing Cloud can correctly identify and validate the mobile numbers for SMS sending. Normalizing phone numbers in journey settings only applies to mobile numbers stored in MobileConnect or MobilePush demographics tables, not to mobile numbers from Salesforce entry events. Selecting ‘US’ as the sending country in SMS activity only affects how opt-out keywords are processed, not how mobile numbers are validated. Configuring the phone field in Salesforce as US locale only affects how phone numbers are displayed in Salesforce, not how they are formatted for Marketing Cloud.

References:

https://help.salesforce.com/articleView?id=sf.mc_rn_june_2020_moc_normalize_phone_number_journey_setting.htm&type=5

https://help.salesforce.com/articleView?id=sf.mc_moc_country_code_processing_for_opt_out_keywords.htm&type=5

https://help.salesforce.com/articleView?id=admin_phoneformat.htm&type=5