Product Communities

IssueYour Marketo program has successfully synced with a Salesforce Campaign and you have been sending email, but have not been seeing any history sync to the Salesforce Campaign.     SolutionOnly when there are Marketo program members will activity sync to SFDC, so your first step should be to check the Marketo program membership. If there are no members of the Marketo program, then that will signify the issue is just that. Depending on the program and its setup, there may be lead activity that is not being associated with the Marketo program. For example, imagine there's a default program synced with Salesforce. In the program, there's a child asset smart campaign sending emails, and you aren't seeing this email activity in the SFDC campaign. The child asset smart campaign needs to have a Flow Step: Change Program Status [for the specific program]. (It is recommended that this is flow step #1). Even though the smart campaign is a child asset of the program, these 2 ass

IssueClearing cache and cookies in your browser will fix a number of different problems related to page display, browser errors, and login issues.     SolutionHere are links to the support articles on how to clear cache and cookies for the most commonly used browsers. Chrome Clear cache and cookies - Computer - Google Account Help   FireFox How to clear the Firefox cache | Firefox Help   Internet Explorer https://support.microsoft.com/en-us/help/278835/how-to-delete-cookie-files-in-internet-explorer   Microsoft Edge Microsoft Edge, browsing data, and privacy – Microsoft privacy    

IssueValues for a person were changed while they were in a wait step and you want to know if this will affect the values they see in an email they are set to receive after they come out of the wait step.     SolutionWhen a lead enters a wait step, they are put on hold until the specified time. The logic is simply to wait until the specified time, then move on to whatever the next step is. The next step can even be changed while people are waiting, and they will go on to the new step. No content is generated in preparation of them exiting the step. When the wait step ends, the person moves on to the next step in the flow. Any information that was updated while they were waiting will be reflected in that next step. Thus, if values were changed while they were in the wait step, those new values will appear in the email they are sent after the wait step.    

IssueYou have sent out an email, and the Link Performance and Email Performance reports are showing clicks on the unsubscribe link in the Clicked Link numbers.     SolutionTypically Marketo automatically omits clicks on unsubscribes, but that only happens in certain situations. If the email has a link to the unsubscribe page hard-coded in the email (or template) HTML, Marketo will see it as a simple link, like any other link, and will include it in reporting as a Click Link activity.  Marketo will only automatically omit clicks on unsubscribe links when either the {{system.unsubscribeLink}} token or the default email footer is used in an email.  These links will will show up as Unsubscribes instead of link clicks.    

IssueYou have an upcoming event and you have been unsuccessfully been able to "confirm" the event on the Marketing Event Calendar.     SolutionOnly batch assets can be "confirmed"/approved on the Marketing Event Calendar. If the error displays "Invalid Campaign" - check the campaign that you are trying to confirm.  If it is a Trigger Campaign, that is why it's unable to be confirmed. Batch assets include Batch Campaigns, as well as Email Batch Programs.        

IssueYou want to make a Marketo User on your team only able to access Analytics, so you make a User Role that only has Permissions to the 4 Analytics Areas. However, after assigning this Role to Users, you find that the Users are unable to successfully set up reports. Within the Setup tab in the report, the Filters and Settings are missing.     SolutionEven though the User Role has access to the Analytics Areas, the User Role still needs some Marketing Activities Permissions. There are currently 15 Marketing Activity areas in the Permissions. When clicking on the top level box, all 15 areas are granted. However, the only box that needs to be checked is the top box. All remaining 14 boxes do not need to be checked. Because granting access to 1/15 MA areas is including Marketing Activities in the User Role, when the User logs in, they will see Marketing Activities in their My Marketo Homepage. This means they will be able to navigate within Marketing Activities. However,

IssueYou want to break the link between an email and the template originally used to create it.  SolutionIf you need to delete an email template, or if you need to break the relationship between a template and an email to prevent template changes from affecting the email, you can do the following.  Open the email in the Email EditorIf you have Email 2.0, click Edit Code.  If you have the legacy Email Editor, click Email Actions > HTML Tools > Replace HTML.  This will allow you to directly edit the HTML for the email.Make a small edit to the email's HTML outside of the mkteditable sections.Save your changes.  If you are concerned that the edit you made will affect the email, you can save the change, re-edit to undo the change, then save again. When you go back to the summary page for the email, the Template: line should now say "None". PLEASE NOTE: It is not possible to reverse this change.  They link between the email and the template cannot be re

IssueYou created an Email Performance Report and want to know if the report will show the number of times a person clicked (if they clicked multiple times in an email) or how many people clicked.     SolutionThe metrics in the report are per person. The report will show the amount of people that clicked a link in the email, not the number of times the email had a link clicked. To see how many times people clicked a specific link in an email, you'll want to use the Email Link Performance Report described here: Email Link Performance Report.

IssueAre there are any issues with deleting a user in Marketo and will anything tied that account also be deleted?     SolutionDeleting a user will not affect any assets in your Marketo instance. All of the assets they created will remain in your instance and you will still be able to see what edits they have made. If you want to keep the user but cut off access, you can assign them a blank role with no access permissions. That way if they do log in, they won't be able to access anything. Assigning an "Inactive User" Role to all users you want to remove access for can also help you to quickly see who once had access in your instance.

IssueYou want to know the expected behavior if an email is sent to a lead from a Smart Campaign and then you add that exact same email (with the same email asset ID) to an Engagement Program nurture stream the lead is in. SolutionThe email will not be sent through the nurture stream, because an Engagement Program will not send the same exact same email to a lead twice, regardless of how it was originally sent. However, Marketo will send a cloned version of that email, since the email asset IDs are different.  

IssueThe standard unsubscribe footer shown in Admin > Email is not being appended to a particular email. SolutionIssue ResolutionThis can happen when an email contains the system token unsubscribe link:  {{system.unsubscribeLink}} When an email contains this token, Marketo does not automatically append the unsubscribe HTML snippet, found at Admin > Email > Unsubscribe HTML. Check the HTML of the email asset with this behavior. Search the text version of the email. You may find the {{system.unsubscribeLink}} in the template you are using. If you have searched the HTML of the email, and are not seeing the system token, contact Marketo Support.    

IssueYou have created a Smart List and want to filter off of the Lead ID.     SolutionMarketo does not have this functionality to filter off of Lead IDs.  This is also true of Salesforce IDs. You can upvote an Idea on the Marketo Community  -  the Marketo Product Team monitors that forum for possible future updates. Filter by ID Filter by SFDC ID    

IssueA Smart Campaign with a "Person is Created" trigger, in combination with additional filters, doesn't qualify people as expected.   SolutionUsing filters with "Person is Created" triggers can cause issues when a person is created, but the values that the filters look for aren't filled in yet. When the Smart Campaign checks the filters, the data it looks for hasn't been filled in yet, so people don't qualify.Here are a couple alternatives: A scheduled batch campaign that looks for people who were created and meet those filters.Use the Person is Created trigger, but use a wait step to allow time for the date to fill in, followed by choices in the flow to qualify people.

IssueYou would like to include the subject lines of your emails in your email performance reporting     SolutionIn the Email Performance report in Analytics, you cannot not add the subject line to the report. However if your instance has access to Revenue Explorer then you can create a report that includes subject line. Within Revenue Explorer create a new Email Analysis report. Email Subject is listed under Email Attributes, you can either include Email Subject as either a row or a column.  docs.marketo.com/display/public/DOCS/Email+Analysis   Who This Solution Applies To Customers with Revenue Explorer    

IssueAfter setting up visibility rules on a form, you are not seeing the dynamic values for the field when you are testing the form. SolutionThe most likely reason that the dynamic values are not displaying is because of a discrepancy between the visibility rules and the field values. The value for the visibility rule must match the field values.   Example: A common example of this is Country/State dynamic visibility. Based on the Country selected, the State field will show with dynamic values. So say that on the form, there are 50 values for the State field and there are also specific values under the visibility rules that are associated with the Country selection. It is likely that the values in the visibility rules do not match up with these 50 field values. If you select US and the dynamic values are the full State names, such as California, but the value in the State field is CA, the visibility rules will be attempting to display a value that does not exist.   The s

IssueYou want to edit a campaign flow after initiating the run, but there are already members running through the flow in the wait steps. SolutionGenerally speaking, it is best to not edit the flow of a campaign after activating/initiating. Example: Let's say that a particular campaign has 3 flow steps: Change program statusWait 2 daysSend email And you would like to add a new step in between 1&2, so the new flow would be Change program statusChange scoreWait 2 daysSend email If you add a new Flow step above a wait step, the wait step shifts down. However, currently there are leads waiting the designated 2 days (Flow step #2). (It's helpful to think about wait steps like buckets. Once a lead enters the flow step, the wait duration is calculated, and the lead waits there in that flow step bucket for that amount of time.)   If the campaign was initiated, and a lead entered Flow step #2 and began waiting 2 days, and then you add an additional step above, the Wait 2 days b

IssueHow does Munchkin tracking work when you have one page inside an IFrame on another page?     SolutionMunchkin will track page visits for whichever pages include the Munchkin tracking code. If you only have Munchkin on the main page, visits will only be tracked for the main page.If you only have Munchkin on the IFramed page, only the IFramed page will record a page visit.If you have Munchkin tracking on both the main page and the IFramed page, visits to both pages will be recorded in the lead's activity history.   If the main page and the IFramed page are on two different domains, the lead must be a known lead on both domains in order to be tracked on both pages.  Please see this post for more details on Munchkin tracking on multiple domains:  Using Munchkin on Multiple Domains.    

IssueYou already have a Marketo connected to an instance of Salesforce and want to switch to a different instance of SFDC.     SolutionThis is not possible. Once you have connected your Marketo instance to an instance of SFDC, that connection cannot be changed. If you want to connect Marketo to a different instance of SFDC, you would need to contact your Customer Success Manager to have a new Marketo instance provisioned.        

IssueWhen trying to select Marketing Suspended Cause as an attribute for a change data value flow step, the field is not available within the pick-list. SolutionThe Marketing Suspended Cause field is a system managed field. It will update based on the program of the individual action that updates the Marketing Suspended Cause field. It is not possible to update this field manually or via a Smart Campaign. It is possible to create a custom field that you could populate with the value of the Marketing Suspended Cause.  

IssueWhen attempting to import a program into another instance, an error occurs, displaying the message of "Unable to import due to field missing".     SolutionIn order to address this issue, you should review the program that you are attempting to import, to ensure that you have not only created all fields that are referenced, but also any filter types that are used. If a Smart List filter is used in the program that identifies members of segment, then the segment will also need to be created in the other instance in order for the program to be imported.  

IssueCustom views made for activity logs are not visible to the other users within the instance of Marketo.     SolutionCustom views are created local to each user. While Marketo does have some default views that are part of your view list, any custom views are specific to the user that created them.

IssueYou want to view your current usage of the Marketo API.     SolutionCurrent usage of both REST and SOAP API can be found by following these steps: Go to Admin > Web ServicesLook at the API Call Information section. In the API Call Information section, you will see a line that says "Requests in the Last 7 Days:". The number next to that is the number of calls made to this instance in that time frame. The number is also a hyper-link that will allow you to break this down by API user. Each individual REST user will be its own row, while the SOAP requests will be in one line, using the given SOAP User ID within the SOAP API section just below.

IssueYou have a custom sync filter in place between your CRM and Marketo.  You mark a number of records in your CRM as blocked from the sync and go to Marketo, intending to delete them.  However, the records in Marketo have not been updated with the blocked from sync value in the sync filter field.     SolutionThe Marketo Sync Filter looks at the CRM to verify if a record's updates should sync to Marketo. This means that if the sync filter field is updated to a blocked value on the CRM side, that value will not be pulled into Marketo. If you'd like that field to be updated in Marketo, you can do one following options: Export a list of the new blocked leads with their sync filter field values and use the list import to update those values on the Marketo side.Create a Smart Campaign to update the sync filter field value on the Marketo side.Make the initial update on the Marketo side, since the block will not go into place until the value is pushed up to the CRM by

IssueYou see that a program imported from another instance is missing email or landing page assets. SolutionEmails and landing pages with dynamic content and snippets are skipped during the import, because the snippets and dynamic content are not imported with the program.

IssueYou have multiple domains for your landing page CNAMES and want to choose which one is used for a landing page. SolutionFirst, you will need to make sure your secondary domains are set up with a CNAME and a domain alias. You don't choose a domain when creating the page.  All pages are created under the default/original landing page domain, but they're all available from all domain aliases as well. Swapping out the default domain with the domain alias in the URL will take you to the same page.  You find more detail on this here - Multiple Domains (CNAMEs) in a Single Marketo Instance