Northern Trail Outfitters (NTO) wants to use Marketing Cloud to gather customer feedback.

The most native, no-code solution would be using an Engagement Split in Journey Builder to capture customer responses (positive or negative) and, for negative responses, trigger a Case Activity to automatically create a Case record in Service Cloud.

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Exact Extracts from Salesforce Documentation:

Source: Salesforce Help – Salesforce Activities in Journey Builder

→ "Use Case Activity in Journey Builder to create a Case record in Salesforce based on customer behavior within the journey."

Source: Salesforce Help – Journey Builder Engagement Splits

→ "Engagement Split evaluates a contact’s interaction and directs them down a different path in the Journey based on their engagement."

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