Account Configuration12% of the exam
Reply Mail Management routing, filters and auto-replies
How Reply Mail Management classifies, unsubscribes, forwards and answers replies, which account settings and DNS records it depends on, and when a sender profile's custom or Enterprise RMM settings should override the account.
Given a scenario, solution issues regarding Reply Mail Management.
~8 min read · 9 practice questions ·
What the exam expects
- Diagnose why a reply was deleted, unsubscribed, forwarded, throttled or misrouted from the RMM settings and the reply's content.
- Plan the DNS work RMM needs for a delegated or a self-hosted domain.
- Choose between account-level RMM, a sender profile's custom settings, direct forwards and Enterprise RMM for a sending requirement.
- List the elements a triggered-send auto reply needs, and explain where its From address and name come from.
- Key terms: Reply Mail Management (RMM) (the SAP feature that processes and forwards replies); reply subdomain (the subdomain that points replies at Engagement's reply rules); routing address (the mailbox that receives replies no rule identifies); Enterprise RMM (a separate feature that applies rule collections per sender profile).
Key facts
Reply throttle
- Detail
- 10 per hour for the same subscriber and JobID
Unsubscribe term search
- Detail
- Subject line or first 200 characters of the body
Filter defaults
- Detail
- Delete auto-replies: No; Unsubscribe Manual Requests: No
Auto-reply coverage
- Detail
- More than 90 percent in most situations, never 100 percent
Routing address
- Detail
- Never on the domain delegated to Engagement
Auto reply From address
- Detail
- The address the message was auto-forwarded to
_replycontent- Detail
- First 10,000 characters of the reply body, markup included
Self-hosted SAP, RMM later
- Detail
- IT adds the MX record to the zone file
Unsubscribe scope
- Detail
- RMM: whole account; per list needs Enterprise RMM
Use direct forwards
- Detail
- Bypasses account RMM and uses the send's From address
Enterprise auto respond
- Detail
- Works only with Use Auto Reply selected
Sources for this section (6)
- RMM for Email Studiohelp.salesforce.com (opens in a new tab)
- Initial Configurationhelp.salesforce.com (opens in a new tab)
- Update DNS Filehelp.salesforce.com (opens in a new tab)
- Test RMMhelp.salesforce.com (opens in a new tab)
- RMM Sender Profilehelp.salesforce.com (opens in a new tab)
- Enterprise RMM Sender Profilehelp.salesforce.com (opens in a new tab)
- Why can't RMM promise to catch every auto-reply?
- When RMM is first configured, what do the two reply filters default to?
- Which name appears as the From name of a triggered-send auto reply?
- When Forwarding using triggered send isn't selected, what can the reply address receive?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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