The correct answer is B, because:
In Salesforce Marketing Cloud, Reply Mail Management (RMM) processes replies to email messages and can automatically take action — such as unsubscribing a user — when specific unsubscribe keywords are detected.
Salesforce official documentation states:
"Reply Mail Management uses filtered keywords to identify unsubscribe requests. You must configure these keywords manually. If users reply with phrases not included in the filtered keyword list, they won't be unsubscribed automatically."
(Source: Salesforce Marketing Cloud Reply Mail Management Overview)
Thus, if phrases like "take me off your list" or "opt out" are not yet added to the filtered keyword list, RMM will not recognize them as unsubscribe requests, and no action (unsubscribe) will be taken.
✅ To correct this:
You must add custom phrases such as "take me off your list" and "opt out" to the Filtered Keywords list in RMM settings.
Why the other options are wrong:
❌ A. Ensure the DNS Record Redirect is correctly configured:
DNS redirection issues affect reply routing, not keyword detection.
❌ C. Ensure the two phrases are added to the "Filtered Keywords" data extension:
There is no "Filtered Keywords" data extension. It’s a configuration inside RMM settings, not a data extension.
❌ D. Ensure "Common Misspellings" is selected as one of the Reply Filters:
"Common Misspellings" handles typos but won't automatically detect entirely new phrases unless those phrases are explicitly added.
Further reference:
"Customizing the filtered keywords list improves unsubscribe recognition. Without these custom keywords, subscriber responses will not trigger the intended actions."
(Source: Salesforce Marketing Cloud Admin Guide - Reply Mail Management Configuration)
Thus, B is the correct solution.
