Account Configuration12% of the exam
MobileConnect keywords, codes and MobilePush provisioning
How MobileConnect handles STOP, HELP and Next keywords, conversation windows and opt-in templates across business units, what governs SMS and MMS codes by country and during a migration, and which MobilePush credentials break sending when they expire or collide.
Given a scenario, demonstrate knowledge of features and troubleshooting of Mobile Studio.
~7 min read · 10 practice questions ·
What the exam expects
- Diagnose why a STOP or reply text did or didn't unsubscribe, trigger a Next keyword or confirm an opt-in.
- Decide where HELP and STOP keywords live in an Enterprise 2.0 account and how keywords are shared on one code.
- Choose opt-in template settings for age checks and duplicate opt-ins.
- Explain country enablement, MMS support and the checklist for moving a code.
- Troubleshoot MobilePush apps from their APNs and Firebase credentials.
- Key terms: short or long code (the number contacts text and receive SMS from); keyword (the word that routes an inbound text to a message); global STOP keyword (a built-in unsubscribe word); conversation window (the time MobileConnect listens for a reply to a keyword); Bundle ID (the identifier of an iOS app in MobilePush).
Key facts
Global STOP words
- Detail
- STOP, QUIT, CANCEL, END, UNSUBSCRIBE, REVOKE, OPT OUT
STOP match position
- Detail
- Before the first space; unsubscribes from all keywords on the code
HELP and STOP in Enterprise 2.0
- Detail
- Top-level keywords apply to every unit on that code
STOP response length
- Detail
- Over 160 characters splits into two sends
Conversation window
- Detail
- Default 60 minutes; 10 minutes to 7 days
STOP during a Next window
- Detail
- Global Stop handling supersedes the window
Keyword sharing
- Detail
- Each unique keyword on one business unit only
Country not enabled
- Detail
- Another enabled code in the account is used
MMS countries
- Detail
- United States and Canada only
Duplicate opt-ins
- Detail
- Allow a single opt-in per mobile number
Expired APNs certificate
- Detail
- Blocks creating, sending and selecting that app's messages
Sources for this section (8)
- Global STOP Keywordshelp.salesforce.com (opens in a new tab)
- STOP Keywordshelp.salesforce.com (opens in a new tab)
- Custom STOP Keywordhelp.salesforce.com (opens in a new tab)
- Configure a Windowhelp.salesforce.com (opens in a new tab)
- Conversation Windowshelp.salesforce.com (opens in a new tab)
- SMS Codes FAQhelp.salesforce.com (opens in a new tab)
- Mobile Opt-Inhelp.salesforce.com (opens in a new tab)
- Provisioning Infohelp.salesforce.com (opens in a new tab)
- Why should a STOP response stay within 160 characters?
- When would an admin open the Message Detail Report for STOP issues?
- Which MobileConnect template never opens a conversation window?
- Does uploading a new icon for a MobilePush app change the icon on its notifications?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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