Salesforce Marketing-Cloud-Account-Engagement-Specialist - Salesforce Marketing Cloud Account Engagement Specialist (SP25)

To troubleshoot why a prospect did not receive an email from a drip program, an Administrator should check the following tabs in Marketing Cloud Account Engagement:

The Audits tab to see if the prospect was on the correct lists when the email was sent. This tab shows the list membership changes and email sends for the prospect.

The Overview tab to determine whether the prospect is unmailable. This tab shows the prospect’s email status, which could be opt-out, hard bounce, or do not email.

The Lists tab to determine whether the prospect is on the recipient list or any suppression lists. This tab shows the lists that the prospect belongs to, including any lists that are used to exclude prospects from receiving emails. References: Marketing Cloud Account Engagement Audits Tab, Marketing Cloud Account Engagement Email Statuses, Marketing Cloud Account Engagement Lists

By default, Marketing Cloud Account Engagement writes to two objects in Salesforce: contact records and lead records. These are the two objects that store information about individual prospects in Salesforce. Marketing Cloud Account Engagement syncs with these objects based on the email address field, which is the unique identifier for prospects. Marketing Cloud Account Engagement can create new contact or lead records in Salesforce, or update existing ones, depending on the sync settings and rules. Marketing Cloud Account Engagement does not write to case records, opportunity records, or account records by default, but it can read from them and use their information for segmentation and reporting purposes. References Marketing Cloud Account Engagement and Salesforce Sync Behavior

 According to the Salesforce documentation, in order to sync a Marketing Cloud Account Engagement prospect field with both a lead and a contact field in Salesforce, the lead and contact fields must have the same API name, and the Marketing Cloud Account Engagement field must be mapped to the Salesforce field. The API name is the unique identifier for the field that is used by the system to sync the data. The field mapping is the configuration that tells Marketing Cloud Account Engagement which Salesforce field to sync with. The Salesforce field label and the Marketing Cloud Account Engagement field type are not relevant for the field sync, as long as they are compatible. References: Salesforce documentation

You can use an automation rule to opt out prospects by changing their field value of ‘Do Not Email’ to ‘true’. This will prevent them from receiving any email communication from you. You cannot use an automation rule to change the field value to ‘Opt-out’, since that is not a valid option for the ‘Do Not Email’ field. You also cannot use an automation rule to opt out prospects by changing any other field value, since the ‘Do Not Email’ field is the only one that controls the opt-out status of prospects. References: [Automation Rules], [Opt Out Prospects]

The best way to be able to track the number of visitors who access a file on a web page that the company does not own is to use a custom redirect. A custom redirect is a Marketing Cloud Account Engagement feature that allows you to track any link on your website or a third-party website and measure the clicks and conversions. You can create a custom redirect for the link to the file and use the custom redirect URL instead of the original link on your web page. This way, you can track how many visitors click on the link and access the file, and also see which prospects are interested in the file. A Marketing Cloud Account Engagement form, a Marketing Cloud Account Engagement tracking code, or a page action are not suitable for this purpose, as they are used for different scenarios. A Marketing Cloud Account Engagement form is used to collect visitor information and convert them to prospects. A Marketing Cloud Account Engagement tracking code is used to track the page views and activities of visitors and prospects on your own website. A page action is used to perform certain actions when a prospect views a specific page on your website. References Custom Redirects

The recommended way to create this type of list is to use an automation rule where prospects who complete the form will match the rule once and be added to the list. An automation rule is a rule that runs continuously in the background and matches prospects based on the criteria you set. You can use an automation rule to perform actions on the matched prospects, such as adding them to a list, assigning them to a user, or changing their field values. However, an automation rule can only match a prospect once in its lifetime, even if the prospect meets the criteria again later. This prevents duplicate or conflicting actions from being applied to the same prospect3. Therefore, an automation rule is ideal for creating a list of prospects who complete the Contact Us form but only want them to be added the first time they complete the form. If a prospect is ever removed from the list, they will not be able to get added back to it, because they will not match the automation rule again.

A segmentation rule is a type of rule that allows marketers to segment their prospects based on specific criteria, such as field values, activities, or scores. A segmentation rule runs only once, as soon as the user completes the rule creation process. The rule will not run again, unless the user manually re-runs it or schedules it to run at a later date. A segmentation rule does not run continuously, up to five times, or as many times as the user specifies when they create the rule1. References: 1: Segmentation Rules

The two actions that can be used to change a prospect’s Marketing Cloud Account Engagement campaign are:

Create an automation rule to change Marketing Cloud Account Engagement campaign for prospects meeting certain criteria. An automation rule is a rule that runs continuously in the background and matches prospects based on the criteria you set. You can use an automation rule to perform actions on the matched prospects, such as changing their Marketing Cloud Account Engagement campaign to the one that is relevant to their attributes or behaviors.

Manually change the prospect’s Marketing Cloud Account Engagement campaign when editing the prospect record. You can also change a prospect’s Marketing Cloud Account Engagement campaign by editing their prospect record and selecting a different campaign from the drop-down menu. This is useful when you want to change the Marketing Cloud Account Engagement campaign for a single prospect or a small group of prospects.