What approach would a consultant recommend?

Northern Trail Outfitters (NTO) wants to use Marketing Cloud to .. 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?
A . Use Automation Studio to capture positive response and a Case Activity to create a new case in Service Cloud.
B. Use an Engagement Split to capture positive or negative responses, and a Case Activity to create a new case Service Cloud.
C. Use an Engagement Split to capture positive or negative responses, and a Custom Activity to create a new case in Service Cloud
Use an AppExchange package to create a new case in Service Cloud.
Use an ApExchange package to create a customized API integration between Marketing
D. Cloud and Service Cloud

View Answer

Answer: B

Explanation:

To capture customer feedback via email and create a new case in Service Cloud if a customer indicates they are unhappy with the service they have received, Northern Trail Outfitters should use an Engagement Split to capture positive or negative responses, and a Case Activity to create a new case in Service Cloud. An Engagement Split is an activity that allows marketers to route contacts based on their engagement with email messages, such as opens or clicks. A Case Activity is an activity that allows marketers to create cases in Service Cloud based on contact attributes or journey data.

References:

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

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