Salesforce CRT-550 Practice Test Questions Answers

Comprehensive and Detailed Explanation:

The correct answer is D — Contact Data using Synchronized Data Sources.

Synchronized Data Sources (via Marketing Cloud Connect) bring Salesforce CRM data into Marketing Cloud in near real-time (every 15 minutes minimum sync).

Contact Data allows access to the latest information related to the contact during the Journey for Decision Splits and personalization.

This setup ensures journeys react dynamically to CRM updates without waiting for a separate file import.

❌ Why others are wrong:

A: Journey Data is static — it does not update after the contact enters the journey unless using Contact Data.

B: Profile Attributes are old data model elements, not suitable for connected real-time CRM data.

C: CRM Report Import is batch-based and not truly near real-time.

Exact Extract from Salesforce Official Documentation:

Salesforce Help — Synchronized Data Sources Overview:

"Synchronized Data Sources allow Marketing Cloud to access near real-time CRM data, synchronized automatically at intervals (minimum every 15 minutes). You can use Synchronized Data with Contact Data in journeys and decision splits."

(Source: https://help.salesforce.com/s/articleView?id=sf.mc_cb_data_sources_synchronized.htm )

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Comprehensive and Detailed Explanation:

The correct answer is A — Check the "Include Replies as Attachments" box in RMM settings.

In the RMM configuration settings, you can set inbound emails to be auto-forwarded and attach the original reply as a file.

This method ensures the Customer Success team can review the full original customer message without parsing dynamic fields or personalization strings.

❌ Why others are wrong:

B: There are no RMM dynamic content blocks for rendering reply bodies.

C: Querying the RMM data view would require custom queries and complex setups, which is unnecessary for simple forwarding.

D: RMM personalization strings are used in response handling templates, not for forwarding attachments.

Exact Extract from Salesforce Official Documentation:

Salesforce Help — Reply Mail Management Overview:

"Use the Include Replies as Attachments option to attach customer replies when forwarding messages to designated addresses. This feature ensures that the original message body is included."

(Source: https://help.salesforce.com/s/articleView?id=sf.mc_es_reply_mail_management.htm )

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Because of the complex relationships (multiple objects and property matches), it's best to use Automation Studio to:

Query and flatten the relational data into a single personalized Data Extension.

Then use Journey Builder to send based on that prepared data.

This approach avoids heavy personalization scripting inside emails (which would reduce performance) and makes the sends more efficient.

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Exact Extracts from Salesforce Documentation:

Source: Salesforce Help – Journey Data Preparation Best Practices

→ "For complex relationships and personalization requirements, prepare the data with Automation Studio before injecting into Journey Builder."

Source: Salesforce Help – Personalization in Journey Emails

→ "Avoid heavy personalization logic inside the email. Prepare the personalization using query activities beforehand to ensure send performance."

To resolve the issue of new contacts not receiving SMS messages due to missing country codes in the mobile number field, the best solution is to select 'Normalize Phone Number' in Journey settings.

Normalize Phone Number: In Journey Builder’s SMS activity settings, enabling the "Normalize Phone Number" option automatically formats phone numbers to the E.164 standard (e.g., +1 for US numbers) by appending the appropriate country code based on a specified default country (in this case, the United States). This ensures that phone numbers missing a country code are correctly formatted for SMS delivery.

Why it works:

SMS providers require phone numbers in E.164 format (e.g., +12025550123 for a US number).

If the mobile number in the Salesforce Entry Data Extension lacks the country code (e.g., 2025550123), the SMS will fail to send.

Normalizing phone numbers at the journey level corrects this issue without requiring manual updates to Salesforce records.

Why the other options are incorrect:

A. Select 'US' as the sending country in SMS activity: The sending country setting in MobileConnect determines the short code or long code used for sending, not the formatting of recipient phone numbers. It does not address missing country codes in the data.

B. Format the phone field in Salesforce as +1[phonenumber]: While manually formatting phone numbers in Salesforce to include the +1 country code would work, it requires updating all existing records and implementing validation rules for new records, which is inefficient and prone to errors compared to normalization.

D. Configure the phone field in Salesforce as US locale: Setting the phone field’s locale in Salesforce affects display formatting (e.g., (202) 555-0123) but does not automatically add the +1 country code in the E.164 format required for SMS.

Exact Extract from Salesforce Documentation:

Normalize Phone Number: "When you enable Normalize Phone Number in an SMS activity, Marketing Cloud automatically formats phone numbers to include the country code based on the selected country, ensuring compliance with E.164 standards for SMS delivery."(Source: Salesforce Help - MobileConnect SMS Activity Configuration)

E.164 Format: "SMS messages require phone numbers in E.164 format, which includes the country code (e.g., +1 for the United States). Use normalization to correct improperly formatted numbers."(Source: Salesforce Help - MobileConnect Best Practices)

A Verification Activity can check conditions (such as row count) between steps in an automation. You can configure it to send an alert if the number of imported records exceeds a threshold (like 1,000) and halt the automation, preventing the SQL query from running and updating the sendable Data Extension.

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Exact Extracts from Salesforce Documentation:

Source: Salesforce Help – Verification Activities

→ "Verification Activities allow you to evaluate conditions during an automation. You can stop the automation or send a notification if the verification fails."

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