Marketo Knowledge Base

One of the biggest gains to productivity you can employ with Executable Campaigns is the ability to pass the token context of the parent campaign to child campaigns.  This allows you to template your campaigns to use contextual data from the parent and then put it into practice within reusable executable campaigns.  It also allows you to set up My Token values as defaults, and then override them by setting them in the calling campaign.  Let’s take a look at an example: Evaluating activity scores   Evaluate Activity Score   Most Marketo subscriptions use activity or behavioral scoring to some extent, and executable campaigns make it easier than ever to create an effective activity scoring model.  By using the same My Token keys in the parent and child campaigns we can craft an activity scoring campaign that can be used by any triggered activity in a single workspace.  This is what a basic templated scoring flow looks like.  The interesting moment

Executable campaigns are a powerful new feature designed to allow you to make your campaign logic modular, reusable and maintainable.  However, staying within the limit of three nested executables can be difficult when your campaign trees get complicated.  This article describes a simple method of classifying your executables into three categories to help you stay within the nesting limits while also remaining productive.    Three Categories for Executable Campaigns  This classification system has three categories with simple definitions:  Tier 1: These campaigns may not be executed by other executable campaigns  Tier 2: These campaigns may not execute other Tier 2 campaigns  Tier 3: These campaigns may not execute any other campaigns      By classifying your campaigns in this way, and abiding by their restrictions, you can avoid bumping up against the nesting limit.  Now we have a way to avoid the nesting limit,

This is working as expected. The Parent Company Name field gets its value set from a different process and not via the SFDC Synch. SFDC and Marketo Engage both have a Parent Account ID field in the Account Object (Company Object in Marketo). If there is a parent account ID in that field, then the value of that field is automatically populated via a reference to the other Account Record. Since Company in Marketo is mapped to Name (SFDC Account) whenever that value is updated it will be reflected in Marketo. Example: Account ID 1 has a Parent Account ID of 2. They both have records in the same Account table. If the Name is changed of the Parent Account it is automatically reflected in any child accounts as the Parent Account Name is just a reference.

IssueSmart campaign email tab's count for soft bounced and delivered activities does not match the number of soft bounced and delivered activities in smart campaign results tabExample: Email tab shows 5 soft bounces, whereas, results show 6 soft bounce activitiesEmail tab shows 10 delivered, whereas, results show 13 delivered activities SolutionThe email tab on a smart campaign is an Email Performance Report so it is calculated based on documented rules at Email Performance Report | Adobe Marketo  Root CauseThere was one lead that opened the email, so the lead was not counted as soft bounced on the email performance report and was counted as email opened based on email performance report rule #4 "If the email is Opened, bounces are ignored."There were three leads that had soft bounce activity also had a delivered email activity. Based on email performance report rule #1 "Each email activity record is set to one, and only one, of the following: Delivered

IssueWhen adding new IP Address to the IP Restrictions list on Admin > Login Settings > IP Restrictions, you receive this error message:"Your current IP address (XXX.XXX.XXX.XXX) cannot be blocked."  EnvironmentAdminIP RestrictionsLogin SolutionEnsure that you have Admin Access to the Marketo instance and that you have logged into the Marketo instance via one of the IP Addresses listed on the IP Restrictions list.  Root CauseUser logging into the instance with an IP Address not on the IP Restrictions list. 

IssueEmail Performance Report shows different results than same audience as a smart list SolutionCreate a filter for the report for field Email address is not empty. Root CauseAn email performance report includes activities for all people, including those that have been deleted since the email was sent. Sometimes, you want to see activities only for active people. In that case, you need to filter deleted people out of your report. Use the Smart List tab to create a smart list for the report. If you aren't filtering on any specific field, set the Email Address filter to: is not empty.

IssueIf a record which is in a Marketo Campaign Wait Step and is merged into another record, does the winner of the merge continue through the flow?   SolutionWinner of the merge will continue through the Campaign flow and complete the remaining steps.To prevent this behavior, remove the record from Campaign using the 'Remove From Flow' step. EnvironmentRecords merged in Marketo Records merged in SFDC

IssueSingle Flow Step to send an email to x number of leads failed  SolutionCreate a smart campaign and override the person restriction to send an email to a number of people that is greater than the campaign restriction Root CauseThe number of people selected to send an email from a single flow action exceeds the campaign person restriction/limit. The campaign restrictions apply to the single flow action because a background campaign is generally created to process the single flow action. EnvironmentSingle Flow ActionSend EmailCampaign RestrictionsSmart List

IssueLinkedIn leads generated through LinkedIn Lead Gen form does not populate Inferred State/City/Country values. SolutionUse field mapping between Marketo and LinkedIn to make sure inferred State/City/Country fields are mapped to respective LinkedIn fields so that they are captured in Marketo. Root CauseThe inferred State/City/Country is populated via the person tokens and that information is normally captured when a lead fills out a Marketo form. If instead, the form used is a LinkedIn form, then that information is not passed over to the Marketo lead fields. EnvironmentMarketing ActivitiesLinkedIn Lead Gen

IssueWhen an A/B test is in scheduled state and you would want to cancel it. On clicking "Unapprove Program", an error message shows up saying 'Cannot unapprove program -<program name> - is in use'. SolutionWithin the program, go to the trigger campaign which references these assets in their smart list, for example 1. 'Program_1.Email_Asset_1' used in 'Open Emails' trigger step in smart list2. 'Program_1.Email_Asset_1' used in 'Clicks Link in Email' trigger step in smart listRemove asset references above within the smart list of the campaign, navigate to program and click "Unapprove Program". Root CauseThis is due to the program asset being used in trigger campaigns within the program. EnvironmentMarketing ActivitiesA/B Test

IssueWhen adding 'Acquisition Program' attribute as part of 'change data value' flow step, ‘New Value’ will not get saved if it is added as a token.As an example, let's say there is a smart campaign within a program and the program has multiple tokens. One of the token is {{program.Name}} whose value is 'Sales Acquisition Campaign'.In the smart campaign, there is a 'change data value' flow step that updates the value of 'Acquisition Program' attribute to a new value. If this new value is added as '{{program.Name}}' in the flow step, and when navigating away from the campaign flow edit page and navigating back again to the same page, the 'Acquisition Program' attribute's new value will be blank. EnvironmentMarketing ActivitiesChange Data ValueAcquisition ProgramToken SolutionUse text instead of token to update 'Acquisition Program' value. In the above example, use 'Sales Acquisition Campaign' as the new value in the flow step instead of using token '{{program.Name}}'. Root CauseMarke

SummarySmart campaign utilizing the 'Fills Out Facebook Lead Ads Form' trigger does not generate any results for people created as a result of filling out a Facebook Lead Ads form. IssueSmart campaigns utilizing the 'Fills Out Facebook Lead Ads Form' Trigger does not trigger for people created as a result of filling out a Facebook Lead Ads form. SolutionIf you have Workspaces and Partitions set up on your instance, it is important to remember that people created in the database as a result of filling out Facebook Lead Ads form, will be automatically created in your Default partition per design.  In a scenario where a trigger campaign is hosted under a workspace that does not have the appropriate visibility to your default partition - the person filling out the Facebook Lead Ad form would not be triggering the campaign.    Solution Make sure your trigger campaign lives under workspace which has visibility over the default person partition. To check the workspace con

IssueA smart campaign is configured to clear the field value for a field, however, when the smart campaign ran, it didn't appear to have cleared the field values and the campaign results display no activities. SolutionCheck to see if people qualified for the smart campaign and became campaign members by clicking on the 'View Campaign Members' button. If there were people that are in the campaign members list, then it means people qualified and the flow step did not process.If people did qualify, then check [Admin > Field Management] to see if there is a block field updates enabled on "Flow change data value" - In this case, temporarily disable the block field updates on "Flow change data value" for the field, run the campaign so that it can clear the values on the field and then re-enable the block field updates. Root CauseThe smart campaign did not return any activities in the results if the flow step was only configured to change the data value of a field that has block field up

IssueA/B test in Email Program status is still showing “Running test…” and not all email variants were sent as expected.   EnvironmentA/B TestEmail Program Sample SizeRunning Test  SolutionTo ensure the sample size qualified at least a minimum of the total variants of the A/B test. For example, if you have a total of 6 records, a sample size of 34% will suffice for 2 records (1 for variant A and 1 for variant B).   Root CauseThis can occur if the sample size selected is too small.For example, if you have a total of 6 records, a sample size of 1% will not suffice for 1 record. 

IssueDoes applying a permission set to the Marketo Sync User in Salesforce suffice for limiting the number of fields to sync from Salesforce to Marketo? or will the profile need to be updated directly? SolutionIn order to limit the visibility of fields for the Marketo Sync User in Salesforce, the profile will need to be directly edited (example: Add an Existing Salesforce Field to the Marketo Sync - Marketo Docs - Product Documentation) Root CauseSince the profile has access to a field, the Marketo Sync User will still have access to the field even though a permission set applied to the profile does not have access to the same field. EnvironmentSalesforce SyncMarketo Sync UserPermission SetSFDC

IssueAn email link performance report is configured to find people who have clicked in a link in these emails that does not contain 'unsubscribe', however, it still shows links within the email that contains 'unsubscribe'. SolutionTo exclude certain links from reporting, export the results and remove the links in excel. Root CauseThis would be expected as the smart list does not exclude unsubscribe links or specific links from displaying in the report, the unsubscribe links will still appear if any of the people clicked on other links in the emails. Example 1 An email is sent to two leads named Bob and MaryBob clicks on the unsubscribe linkMary clicks on the unsubscribe link and another linkThe email link performance report is configured to report on the email and filter people who have clicked on a link in the email that does not contain 'unsubscribe'The email link performance report will show all the links that Mary clicked on as Mary qualified for the smart list. The links that

Summaryduplicate records with the same email across lead partitions can be affected by uploaded custom object activity IssueSystem not separating lead partitions for custom object importsUploading custom object activity affects duplicate records across partitionsCustom Object activity import writing to the most recently updated record regardless of partition SolutionUse the following workaround:  Run an update on the records that should be affected by the custom object activities import. This will make sure they are the most recently updated records among the duplicates Root CauseNormally when you do a list import, it would import into the one partition, whatever partition the list is located in and only impact the record in that one instance.  But when you import a Custom Object, it's able the see ALL the records across ALL the partitions.  If there are duplicate records, it just looks to see which one was updated most recently and grabs that one for the list import.

By default – when sending an email via Sales Insight, the “From Email Address” that will be used to send the email will be the user’s email address on their User Profile. As it turns out, there is actually a way to use an alternative email address for Sales Insight!   DISCLAIMER: This doesn’t mean that users can select an email address to be used upon send (best to create an idea in the community!). However, it does allow emails to be sent out with a different From Address if users don’t want to use their default email address. Go to Marketo > Admin > Sales Insight. If you scroll down to the bottom of the module, you will find a Settings section with an ‘Email From Field’ field. By default, the initial and only value will be Salesforce/MSD User Email Address (depending on the native CRM integration used by the customer).   This is a article attached image   In order to select an alternative email, a custom Email Address field should be placed on the User obj

How does Marketo Engage define a Sales Insight “Active User”? If a sales rep has interacted with the Sales Insight panel in the last 30 days, we consider him//her to be an active user once we remove duplicates user. Every week, we look at our logs over the last 30 days for certain types of activities that a unique user would do within our Sales Insight panel. Here is the list of activities that are considered as product usage: Marketo tab: Clicking on Best Bets tab and the following actions within the tab Clicking on Edit & Create New View Clicking on “Hide” option Clicking on My Watch List tab and the following actions with the tab Clicking on Edit & Create New View Clicking on “Remove” option Clicking on Web Activity tab and the following actions with the tab Clicking on Edit & Create New View Choosing time frame option from drop down Clicking on Anonymous Web Activity tab and the following actions with the tab Clicking on Edit & Create New View Ch

IssueChampion Challenger A/B Test dashboard does not display any data SolutionCheck that the email was sent from a trigger campaign or an engagement program as "Champion/Challenger emails only work with trigger campaigns and engagement program streams." https://docs.marketo.com/pages/releaseview.action?pageId=2359553Check that the email sent from the engagement program was added to a stream directly and was not nested within a program that is the asset added in the stream. Reference: https://nation.marketo.com/t5/Knowledgebase/Champion-Challenger-Test-in-Engagement-Programs/ta-p/249176Check that the email was approved when the email was sentCheck that the email has been sentCheck the time the Champion Challenger test was created and the time the email was sent   Root CauseThe email has not been sent since the A/B test was created or the email was sent before the Champion Challenger test was created. EnvironmentChampion ChallengerEngagement P

IssueLeads recently imported cannot be found SolutionCheck if the example leads exist in the partition the workspace has access to. It is possible that the leads cannot be found because the workspace being checked does not have access to the partition the leads exist in.Check if any of the example leads have been deleted: by using the Campaign Inspector to review all of the smart campaigns that contain a Delete Lead flow action. Then check the run history of each smart campaign to see which recently ran and how many people qualified. If there is a significant amount of smart campaigns that contain a delete lead flow action, contact Marketo Support for additional assistance.by checking the delete lead activities via API Check if the example leads' information was changed. For example, if a lead was imported with email address "john@gmail.com" then create a smart list using "Data Value Changed" filter where "previous value" was "john@gmail.com" Root CauseLeads cou

IssueInteresting moments not appearing for a user in Dynamics. The interesting moments section on a Contact displays: “No Interesting Moments for [Contact Name]” SolutionChecked that the user is a contact record synced with a Marketo record that has interesting momentsCreated a new record with interesting moments and synced to Dynamics, but the user still cannot see the interesting momentsSync is validated No errors found for example recordsMSI Sync status is ‘Configured’ in [Admin > Sales Insight]Checked on a system admin users access and were able to see the interesting moments for the example recordsFound that the Marketo Sales Insight security role was not assigned to the affected user, but after assigning the role, clearing browser cookies and cache, logging out and logging back in, the Interesting Moments for the example records was still not appearingPerform the following update: Go to > Settings > In Marketo API configuration > Form Editor > API secret

SummaryEstimating the external storage requirements for your Marketo Engage Database IssueI want to extract all of my data from Marketo Engage and store it. How much storage space will I need? EnvironmentMarketo Engage and External Systems SolutionSummary There is no repeatable method to accurately estimate the amount of storage you will need to extract and store your Marketo Engage database. Standing in the way of good estimation is data availability, field selection, and storage method. Any accurate estimate will take into account the potential sizes of each type of data and their quantities (known to data scientists as "facts and dimensions"). Determining ranges for these values takes a lot of preparation and may require a high level of skill.IMPORTANT NOTE: Estimating Database size is hard so any estimate used to make business decisions should be made in cooperation with a database or application architect or other qualified professional. Scope Some information won't be extract

Here are a few helpful tips regarding assigning a record to a queue when using the Sync Person to SFDC flow step:     If the record flowing through the flow step is a Marketo only record a new SFDC lead will be created SFDC Lead any field updates will be synced from Marketo to SFDC and the owner will change to the Queue SFDC Contact a new SFDC lead will be created The value in Marketo for Lead Owner for any records assigned to a SFDC Queue will be empty   Additional resources for learning about the Marketo integration with SFDC.

  The SFDC is Deleted field can be used to identify a SFDC Lead or Contact which used to be in SFDC but was deleted and now only lives in Marketo. Typically the record is deleted from SFDC for a specific reason and most customers will honor the deletion in SFDC by also setting up a smart campaign to also delete the record from Marketo.    If you decide to keep the deleted record (SFDC Lead or Contact) in Marketo to nurture it, the next time the record flows through the SYNC Person to SFDC flow step Marketo will insert it into SFDC as a new lead record. A strategy should be in place to make sure you're not syncing/inserting records you really don't want.   If you decide to delete a SFDC Lead or Contact in Marketo only you should only do it if you have a custom sync rule set-up. Otherwise the next time the record is updated in SFDC it will sync again to Marketo with a new Marketo ID.    Here are the steps to delete a SFDC record which is syncing to