An engagement program is using a dynamic list. A prospect was matching the rules of the list and completed Steps 1 through 3 of the engagement…

Engagement Studio programs are designed to be stateful, meaning they track and remember a prospect's progress. When a prospect no longer meets the criteria of a dynamic recipient list, they are effectively paused within the program at their last completed step. If the prospect's data changes again, causing them to re-match the list's criteria, they are added back to the list and resume the program exactly where they left off. Since the prospect had already completed Step 3, they will proceed to the next action in the workflow, which is Step 4.

A. The prospect will continue on the engagement program to Step 3.

This is incorrect because the prospect has already completed Step 3. The program will move them forward to the next step in the sequence, not repeat a completed one.

B. The prospect will begin the engagement program again on Step 1.

This is incorrect. By default, a prospect can go through a specific engagement program only once. Re-adding them to the list resumes their progress, it does not restart the program.

C. The prospect will be added to a suppression list used by the engagement program.

This is incorrect. Being removed from a recipient list simply pauses the prospect's journey. It is not an action that automatically adds them to a suppression list.

1. Salesforce Help Documentation, "Considerations for Using Lists with Engagement Studio."

Reference: Under the "Recipient Lists" section, the documentation states, "If a prospect is removed from the recipient list, they’re paused in the program. If the prospect is added to the list again, they resume the program where they left off." This directly supports the conclusion that the prospect continues from their last position.

2. Salesforce Help Documentation, "Start an Engagement Program."

Reference: In the "Notes on Starting Engagement Programs" section, it is noted, "A prospect can go through an engagement program only one time." This rule clarifies why the prospect would not restart at Step 1 (Option B). The exception requires an administrator to explicitly enable the "Allow prospects to reenter the program" setting, which is not the default behavior described in the scenario.