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IssueWhen you set up an A/B test in an Email Batch Program (EBP), you have the option of manually sending the winner, or having the Marketo system send the winner automatically. If you have forgotten, or cannot tell when looking at a past approved EBP, there is a trick you can use.     SolutionWhen looking at the Control Panel in the Email Program, there is an option to "View A/B Test" in the square panel for selecting the email assets. When you click on this "View Test," at the bottom there will be something that says either "Send Report" or "Send Notification". "Send Report" is for a Manual A/B test, and "Send Notification" is for an Automatic A/B test.

IssueYou want to know what the duration should be for an Email Batch Program's A/B Test.     SolutionWhen setting up an A/B Test in an Email Batch Program, the default, minimum duration of the test is 4 hours long. However, A/B tests should not usually be this short, for a couple reasons: Depending on the size of the membership, and the background processes the Marketo System is engaged in, the Email Program may or may not even be able to send the complete test during the 4 hours.4 hours is a very short amount of time. Winner Criteria is only determined from the data gathered during the period of the test - that would be 4 hours. 4 hours may not be enough time. Ideally, A/B Tests should be "days" long, so that the test may complete and all appropriate information may be captured.

IssueWhen you are entering the names of Facebook Forms into Marketo triggers, filters, and/or other fields, Marketo may present an error (red-squiggle) under the name value, stating that the value is invalid.     SolutionThe reason that Marketo states this value is invalid is because the Facebook Form has not yet been filled out for the first time. Only after an existing Marketo record has filled out the Facebook Form will the name value of the form be in the Marketo system. If you were interested in setting up a trigger campaign to trigger off Facebook Form fillouts, you would first have to fill out the form with a test record that exists in the Marketo Lead Database. For filters within a batch campaign or Smart List, or entering the form name in any other fields, the same resolution would apply: fill out the form with a test record that you are associated with in the Marketo Lead Database.    

IssueWhen you go through the "Add to Named Account" or "Remove from Named Account" flow actions, those changes sometimes aren't immediately reflected in the named accounts' dashboards.     SolutionABM runs a recalculation task every 30 minutes to check for any changes in account scores, membership count, opportunity count, and pipeline for all of your existing Named Accounts. When you run a flow action to add or remove people from your named accounts, those changes will be reflected immediately in a smart list for "Member of Named Account". However, ABM can take up to 30 minutes to update, until the changes are captured by the next recalculation. If you are seeing a delay longer than an hour for your dashboards to update, submit a ticket to Marketo Support, and they can force a recalculation and investigate what could be causing the delay.   Who This Solution Applies To All clients with ABM.

IssueWhen your Salesforce Sandbox gets refreshed and is given a new OrgID, you will have to contact Marketo Support to work on getting the Marketo Sandbox addressed properly.     SolutionThis process is a 2 step process, the first step completed by Marketo Support on the backend. The second step is for you to enter the desired Sync User credentials in Marketo Admin > Salesforce. In order to do this second step correctly, you will need to generate a new Security Token for this Sync User within SFDC. Your SFDC Admin may need to do this for you. It is best that the token be newly generated the same day as performing this process. This process can be done over the phone so that both you and Marketo Support get immediate feedback.

IssueRecords processing through campaigns are not qualifying for the correct choice within the flow step logic and and are instead performing the default choice of do nothing. SolutionTo resolve this issue: Verify that the value of the choice matched the value of the record at the time that it processed through the campaign. Copy and paste the values from the choice step logic and the record detail in order to ensure that there are not additional characters that would prevent the record from qualifying for the choice. Even a small difference, such as a typo, will cause a choice step to skip.

IssueWhen looking at a lead's email activity, you see that they clicked a link in an email, but there is no open activity recorded for that same email. SolutionIt is technically possible for a person to click a link in an email without opening it.  An Open Email event is only logged when a single pixel tracking image is downloaded from the Marketo server, but many email clients, such as Outlook, don't download images by default.  So someone could open the email, read and click it without choosing to download the images, resulting in a Click Email without a corresponding Open. Email performance reports have an additional logic in them that backfills the Opens.  They know that to click an email you must open it.  Smart Lists don't have this backfill, so the Opens in a Smart List will often be different than the Opens in a report.

IssueWhen using the GET Activities API with a specific list Id in the parameter, the response will get all the specified activities from other assets as well. This is the endpoint for this article.     SolutionInstead of using list Id (listId) as a parameter, change that to asset Ids (assetId) in the API call. The Asset ID (assetId) is the Id of the primary asset for an activity. Then, the response will narrow down the activities associated to the primary asset by looking up the Id during the call.

IssueYou try to send a sample of an email and receive a notice that the send sample failed.     SolutionThere are two token-related reasons that Send Sample may fail: You may have an invalid value for a token in your email. If there is an incorrect token value, the send sample will not work. Example: If you have the token for first name written like this {{lead.FirstName:default=Hello}}, when you try to approve the email Marketo will let you know that the token value is incorrect. The correct token value is  {{lead.First Name:default=Hello}}. For this example if you change the token value to {{lead.First Name:default=Hello}}, Marketo will allow you to approve the email and it will allow you to do a send sample. You may have a token in the From or Reply-To line that is not populating with an email address Example: If you have a token in the Reply-To like this one, {{lead.Email Address:default=edit me}}, then the Send Sample using the default will have "edit me" in

IssueYou have integrated Marketo and Facebook Lead Ads in Marketo Admin > Launchpoint, and your test form-fills are not appearing in the Marketo Lead Database. SolutionOccasionally the integration between Marketo and Facebook needs to be re-authorized. This is one of the primary troubleshooting steps we start with in these situations. The instructions for re-authorizing are as follows: Navigate to Marketo Admin > Launchpoint, and take note of the Facebook User that is used in the Lanchpoint integration, Log into the Facebook Business Account, and navigate to the settings where the Admins are added/removedRemove the User, and save changesRe-add the User back to the Business Account as an Admin, save changesNavigate back to Marketo Admin > Launchpoint, and edit the Facebook Lead Ads integration, Proceed with 'Next' to view the Facebook Account, and click 'Re-Authorize' The final step after this would be to attempt another form-fill on a Facebook form to see if the activities

IssueIs it possible to add code from a content management system (CMS) into a Web Campaign in RTP? SolutionMarketo Web Personalization does not integrate with any content management system's (CMS) content to draw or pull content campaigns into the Web Campaign. Personalized campaigns need to be created within the Web Campaign editor. So what does this mean? When you are using HTML tags within the Web Campaign Editor in RTP, Marketo only supports the use of RTP HTML tags. On your own website you could have HTML tags and codes from other systems but within the Web Campaign Editor in RTP we only support RTP HTML tags. Note: The RTP Javascript tags works on all types of CMS platforms (Drupal, wordpress, sitecore, HTML pages, etc...) to identify visitors, segment them and show them personalized web campaigns. The above relates to the code used to render a personalized Web Campaign.

IssueYou made an A/B Test within an Email Program, and now when you are in a Smart List or Smart Campaign and are attempting to set up a filter (such as Opened Email), you are unable to locate the A/B test email asset in order to select it. SolutionWhen an A/B test is made in an Email Program, the Program must be approved in order for the email to be located by other assets (Smart Lists/Smart Campaigns.) When the Program is approved, the email asset name will be changed to whatever kind of A/B test is used, and will be available for reference in other assets. For example: [program name].Subject Line Test; or [program name].Whole Email Test

IssueA lead skips the send email flow step, but processes through the other flow steps. In the results tab and in the lead activity log there is no mention of the email step.   Example:     SolutionIf your lead record is blocked from receiving emails, Marketo will not send an email to that lead. If an email is not sent, there will not be a record in the activity log for the lead record or in the results tab of the smart campaign, but the lead will still go through the other steps as normal.  

IssueYou want to know if updated lead/person record data will reflect changes to that data made while the lead was in a wait step. This is important to know, because values could affect the following flow steps. For example, if there is a choice in the send email flow step that is determined by those values. SolutionAny information that was updated while the lead was in the wait step will be reflected in the next step.  

IssueYou want to reduce scores of records in Marketo (for example, based on inactivity of the record), but do not want the score to go below zero. SolutionThere is nothing out-of-the-box prohibiting a score from dropping below zero, so what you will have to do is create a trigger or recurring batch campaign to address this. Trigger Campaign Smart List If you wanted to set up a trigger campaign, the trigger could be: Score is Changed: [specify score field] (add constraint) New Score is Less Than 0   -  or  -   Data Value Changes: [specify attribute name] (add constraint) New Value is Less Than 0   Batch Campaign Smart List For a batch campaign, the filter could be: Score was Changed: [specify score field] (add constraint) New Score is Less Than 0 -  or  - [specific field] Score: is Less Than 0   Flow Steps The flow for both the trigger and batch campaigns would be the same: Change Data Value: Attribute: [specify score field

IssueHow to use the Web Page, Referrer URL, or Query String constraints to specify web page when using one form on multiple pages. SolutionUse the appropriate constraint to specify which page the form is on when using a "Fills Out Form" trigger or "Filled Out Form" filter in a Smart List. There are three options: Web PageReferrer URLQuery String   Web Page This constraint is designed for Marketo Landing Pages. If you have one form on multiple pages, and were attempting to specify a Marketo Landing Page, then you would use Web Page.  If you use Web Page, your value is the Landing Page asset name, such as "Global Contact Form Page". Or if the page is local to a program, the name format would be [program name].[landing page name]   Referrer URL This constraint is designed for external, non-Marketo pages. If the form you have is embedded on an external page, the value you would enter would be the URL of the page.This constraint is very picky about the values entered

IssueYou are using the Add to Program or Add to SFDC Campaign flow step and want to know if it's possible to assign a specific status when that flow step is used. SolutionWhen you use the Add to Program or Add to SFDC Campaign flow step, Marketo will assign the first status listed in the Channel associated to that program. If you want to choose a different status, you can use the flow step of Change Program Status or Change SFDC Status. If the lead is not a member of the program or campaign, using the flow step of Change Program status will add them.  

IssueHow to use tokens to personalize some of the information displayed in a Marketo form.     SolutionIt is possible to use Marketo tokens in the following form elements: Field Labels - Edit a Field Label in a FormHint Text - Add Hint Text to a Form FieldTooltip Instructions - Add Tooltip Instructions to a Form FieldFieldset Text - Add a FieldSet to a FormRich Text boxes - Add Rich Text to a Form

IssueIssue DescriptionYou deactivated a trigger campaign but it appears to be still processing leads.     SolutionIssue ResolutionIf you deactivate a trigger campaign, all leads that were already in the flow at the time the campaign was deactivated will continue to be processed. Deactivating a trigger campaign will only prevent any new leads from qualifying for the campaign and going through the flow steps.  To remove existing leads from the flow, do the following.   Create a new batch Smart Campaign with a "Member of Smart Campaign" filter and specify the deactivated campaign.Add a flow step "Remove from Flow" and specify the deactivated campaign.Run the batch campaign.   This should remove all existing leads from the trigger campaign so they will not continue to process through the flow.

IssueYou have created a Nurture Engagement Program and are running an Engagement Stream Report, and a stream is not showing on the report.     SolutionOne likely cause for the stream not showing on the report is that the stream is not sending out content. Once the content in the Engagement Stream is being sent (cast), then the email activity will begin to show on the Report. In order to cast content, the cadence must be set. If the Stream Cadence has been set, and the stream is still not showing on the Report, another likely reason is that there are no leads in the stream. The solution here is to add records to the stream.    

IssueYou have Workspaces and Partitions in your instance, and a static list that used to contain certain leads is now missing those leads.  The leads still exist in the database and there is no "Remove from List" activity in the Activity History for the affected leads.     SolutionThis can happen when the workspace that contains the static list no longer has visibility to the partition that the lead record is located in.  The lead may have been moved to a different partition, or the partitions that are accessible to the workspace may have been changed. To confirm whether this is the case, do the following Go to Admin > Workspaces & Partitions and locate the workspace that contains the static listConfirm which partitions are accessible to that workspaceGo to the lead record of one of the leads that was in the static list before but is not now. See which partition the lead is in currently.If the lead's partition is not accessible to the static lists's worksp

IssueWhat to do if you've exceeded your daily limit of API calls.     SolutionIf you go Admin > Web Services in Marketo, you will see a section called API Call Information. The number next to "Enforced Daily Request Limit" lets you know how many API calls you can make daily. If you need this number to be increased, the best option is to contact your Custom Success Manager; they can help you start the process of increasing your limit.    

Using URL parameters are an important way to organize your web analytics and tracking.   With Marketo Web Personalization, when a web visitor clicks on a personalized Web Campaign we add a parameter to the URL. This parameter is "?iesrc=ctr". Having this parameter allows you to report on your web analytics to see and compare all the clicks on Web Personalization campaigns and overall performance of your personalization strategy.   The Marketo Predictive Content application also includes a URL parameter every time a visitor clicks on predictive content (from the bar, rich media or email). The URL parameter used here is "?iesrc=rcmd".   You can also add your own UTM parameters to the URL link you have in your Web Personalization Campaign or your Predictive Content piece.   The most common URL parameter tools we see customers using is the Google Analytics tool.   In their words "This tool allows you to easily add campaign parameters to URLs so you can t

IssueHow to export a list of all the field mappings between Marketo and SFDC.     SolutionIssue ResolutionYou can do export field mappings by following these steps: Go to Admin > Field Management.Click over a tab to Field Mapping.Click the export button, next to the search bar at the bottom.  

IssueThe same email looks different in different email clients, and does not match what is shown in the Email Previewer.     SolutionDifferent browsers and email clients render HTML and CSS differently. While there are standards set forth by W3C, there is room for flexibility. At a high level, it is expected for emails to look different, even within the same platform such as Outlook 2013 vs Outlook 2010. With that said, you can code against some of these anomalies by adding extra code in CSS to account for the differences. You should consult with an HTML/CSS designer to make these changes.In all likelihood, the issue is related to how Outlook(or any other email client) is rendering the email and reviewing the Outlook settings as well as email and template code should resolve any issues customers are experiencing as when we send test emails to both outlook and gmail both are generally rendered differently (gmail seems a bit fine though).FAQsWhere should I start trying to det