Salesforce Certified Marketing Cloud Consultant — Question 43

Northern Trail Outfitters (NTO) experienced a 24-hour website outage beginning on a peak shopping day, as a result, a number of logged-in customer's shopping sessions were disrupted. When the site is back online, the retailer would like to encourage those shoppers to return the site and continue their shopping.
What action should Northern Trail Outfitters (NTO) take?

Answer options

• A. Create and send an apology email which includes a discount for a future purchase to all customers.
• B. Do NOT send an email, as outage may have increased negative sentiment, resulting in unsubscribes.
• C. Import a file of logged-in customers into NTO's existing Abandoned Cart journey in Journey Builder.
• D. Create a user-initiated message to logged-in customers to send once the website is restored .

Correct answer: D

Explanation

The correct answer is D because a user-initiated message can directly engage logged-in customers at the right moment when they return to the site. Option A, while a good gesture, may not be as effective as a targeted message. Option B could miss the opportunity to reconnect with customers, and Option C is not as immediate or personal as directly messaging logged-in customers after the outage.