Product Communities

IssueAn Email Performance Report in Marketo was exported and opened in Microsoft Excel and the email open percentage and average click percentage is calculated using the AVERAGE function in Microsoft Excel. There is a difference in the average total calculated using the AVERAGE function in Microsoft Excel as opposed to the Total calculated in the Marketo Email Performance report.   SolutionMarketo's total is a 'Weighted Average' which is different to a normal average calculation in Microsoft Excel "A weighted average differs from an average in that a weighted average returns a number that depends on the variables of both value and weight." support.microsoft.com/en-us/help/214049/how-to-calculate-weighted-averages-in-excel    

IssueThe deep link in a Marketo email does not redirect to the designated App.   SolutionBy design in Marketo, when tracking is enabled for a link, the link will be wrapped with a tracking link like 'http://test.website.com/[unique sequence of characters]'. So when a tracked link is clicked, the link 'http://test.website.com/[unique sequence of characters]' is first loaded in a browser then redirects to the actual link in the same browser. Therefore, as some deep link configuration can depend on the actual link first loading, a tracked link in Marketo does not redirect to the App. One workaround here is to disable Marketo tracking link so that the deep link will redirect to the App. However, the trade-off of this is that the click link activity will not be recorded in Marketo.

IssueError when linking/re-authorizing Marketo Launchpoint service with Google AdWords: "Oops.. Something went wrong, please contact Marketo Support" SolutionBefore attempting to create the Launchpoint service for Google Adwords again, the Marketo App in the Google account must first be uninstalled to avoid receiving the error again. This can be done by going into their Gmail account settings: https://myaccount.google.com/permissions Once the Marketo App is removed from the Google account, please try to recreate the Launchpoint service for Google Adwords in Marketo.        

IssueIssue DescriptionA field cannot be hidden, renamed, remapped, or merged into another field while it is being used by any assets in the system - where do you find what is using that field?  SolutionIssue Resolution Go to the Admin section in MarketoClick on Field Management in the left sidebarLocate the field through the Search on the rightThere is a "Used By" section that shows the forms, smart lists, and smart campaigns, and any other assets using that fieldGo to those assets and remove the field name from it.  Sometimes the asset is a Smart Campaign with an unusual name, which may indicate is a background campaign for something like an Engagement Program, Segmentation, or Revenue Cycle Model.  In that case, you will need to go to the program or model using the background campaign and remove references to the field there.   If you are certain that the field you are trying to hide is not being used by any assets, yet it is shown as being used by other as

IssueWould a requested campaign via API show in activity log if filtered? Ex: You request a campaign, and the lead does not qualify due to a filter. Will the activity log show the request occurring?     SolutionYes, the request will show no matter if the lead runs through the flow or not. The request campaign action will be recorded, but the lead will not go through the flow steps if they do not meet the requested campaign's Smart List requirements.  

IssueGoogle Adwords gives the error message " This Google AdWords account is already connected to Marketo and can only be used once. Revoke access in your Google account settings and try again." Solution1. Click on the Gear Menu in Adwords and Click on "Account Access" tab under account settings. 2. Under Actions menu, Select "Edit Google accounts info" for the Adwords user credentials used in Marketo 3. That will bring up a separate page -  myaccount.google.com. 4. In the "Sign-in & security" page there's a "Connected apps & sites" section that lists all of the apps connected to the account - one of them should be Marketo. 5. Clicking the "Manage Apps" link should bring up a list of apps, and clicking on the Marketo app should give you the option to Remove. 6. Once removed, you should be able to reauthorize the account in Marketo.    

IssueBest practices for trigger campaigns. EnvironmentThis applies to all Marketo users who are utilizing trigger campaigns in their marketing activities. SolutionMarketo's trigger campaigns are designed to monitor every relevant activity, even if it doesn't immediately meet certain constraints or filters. For example, if there are 10 active Clicked Email Campaigns and 100 leads engage with an email, each lead will be evaluated 10 times to check if they qualify for a trigger. In this example that would lead to 1000 evaluations total. This happens even if they don't meet the criteria due to certain filters or constraints.To make your trigger evaluation process quicker and more efficient, follow these best practices:1. Deactivate any trigger campaigns that are no longer needed. This reduces the number of active monitors that could potentially activate trigger event evaluations.   Note: Marketo automatically deactivates smart campaigns that have been dormant (no lead triggers

IssueWhat is the difference between Program Status Vs. Person Status? SolutionPerson Status is an attribute on a record and is an over all status for the record. An example would be a lead that has MQL or Marketing Qualified status. Program Status is the status a lead is in within a program. An example for an lead would be in a trade show or any event type program. This would have a program status of "Invited" or Registered. A single lead can have multiple program statuses, one for each program membership they have. A great way to look at it is, I have a Monthly membership to the Gym and a premium membership to the local warehouse club. I have multiple memberships and statuses for those memberships.. However my "Person Status" is different, I am for example licensed to drive in the state I live. My status is either licensed or not..        

IssueWhen using Email Insights or other email tracking in Marketo, the device metrics do not always show the proper device that was used to open the email. Marketo tracks opens of emails through a single pixel on the email that when images are loaded it tracks it as an opened email. However your stats don't always show the proper information or client.     SolutionDue to the way the pixel is tracked it pulls Email Client version data much in the same way as a web browser obtains what browser visited. The "User Agent" as it is called is a widely adopted standard that email clients use to ID themselves. These strings/ID's are determined by the developer of the Email client. Some email clients have the same string for different operating systems (Gmail for Example). Due to the user agent string, some situations may not always give accurate stats on the device or provider. Inaccurate data is less common with most major email apps and programs. The accuracy of data on some mob

IssueNo predictive content loads after embedding the JavaScript code for Rich Media Recommendation: The error: "Cannot read property 'assets' of undefined ", is visible when you inspect the website and check for the errors under the Console tab. SolutionIf there is only one piece of predictive content approved then not content would display. The error "cannot read property 'assets' of undefined" means that there is no more content available to display. In order to fix this you need to have THREE OR MORE predictive content assets approved.        

IssueIssue DescriptionOccasionally, one leads information may be shown when the form has pre-fill enabled. There are specific circumstances where this is possible, and it is most common during testing. These articles outline the scenarios: Why am I seeing someone else's information pre-filled in my form? Troubleshooting Pre-Fill Forms   However, what if the information in the form is submitting to the original lead whose information was shown on the form?     SolutionIssue ResolutionSince the information originally shown in the form was from a cookie, Marketo assumes this is a known record. If no email address is included on the form (this is a bad idea), the data entered into the form will be submitted to the original record shown because there is not an email address to deduplicate against. The solution is to ensure there is an email address on the form. This also prevents leads who are unknown from filling out the form and creating a record in your database with

IssueOnly three Engagement Program casts are shown in the Calendar but the program has more casts than that. SolutionThe Global Calendar is not designed to show every cast of an Engagement program. This is to prevent a customer's calendar from becoming overwhelmed with ongoing Engagement programs. The following do not show: Trigger campaignsSmart Campaigns that are not a child of a programEngagement casts more than 3 casts away    

IssueData in  Email Performance Report does not match with data in Email Insights     SolutionEmail Insights does not update in real time and can take up to 24 hours to reflect data. Check if the email is an Operational email, sent via a batch campaign or Trigger campaign. In Email insights, by default, the email communications only show Batch campaign and not Operational Emails or email sent by Trigger campaign. To show operational email and emails sent by Trigger campaign, Click on the Gear icon on the top right cornerSelect PersonalCheck Email communication to include Operational Emails and Trigger. This will display the data as per your Email Performance Report. If there are discrepancies even after changing the settings, create a support ticket as a data back-fill may need to be performed.      

IssueWhen you try to save a report in Revenue Explorer you experience  the following error: "Unable to save your file. Please try again or contact your system administrator for assistance."     SolutionIn order to save a file in Revenue Explorer you need to to save it in either "My Dashboard" or "My Report". RCE will not allow you to save files in the top-level folders.

IssueYou need to set up DKIM for deliverability with Marketo, but another system you use already has DKIM set up with the default m1 selector. SolutionYou can create a Support ticket to request a custom DKIM selector be created (usually m2) for use in the "From Email" field on Email assets. Let support know what selector you want to use, and the domain you're want it to apply to- this is the domain value used in email assets, so for example@company.com, the domain would be "company.com" This will allow your existing integration to utilize the m1 selector, and Marketo can have DKIM under another domain.

IssueRunning a Revenue Cycle Explorer report on Opportunities shows programs from long ago are being credited for those Opportunities through Multi-Touch (MT) Attribution measures. SolutionWhen using Multi-Touch measures, past programs will also be credited if a contact on the Opportunity achieved success in the program. A possible workaround could be to utilize Filters in the RCE report to try to narrow the results.      

IssueRecent Activities are shown in Lead Activity Log for being added to an SFDC Campaign, however this campaign may have occurred a significant time in the past. SolutionA common reason for this occurring is a deleted record in SFDC was restored, so the past activities are coming down to Marketo as if they happened recently. The root cause is that the SysModStamp for one of the object records (Campaign, Campaign Member, Campaign Member Status) for the record was updated, so, in the perspective of the Sync User, the newly updated (recent SysModStamp time) record needs to be queued up to be synced. If this is causing some unintended Marketo Trigger Campaign activity, we advise that active Trigger Campaigns be reviewed to make sure that past campaigns are deactivated, and only relevant campaigns are currently active.      

IssueYou want to prevent Marketo from updating certain fields within Salesforce. SolutionIf you are interested in stopping Marketo from overwriting fields in Salesforce, you could change the Sync User permissions in SFDC. Specifically, the User Profile for the Sync User, inside the Field Level Permissions, you can remove 'edit' permissions for individual fields. If you want updates to this field in Salesforce to still sync down to Marketo, leave the 'read' permissions for the field. Please keep in mind that removing this edit permissions can cause discrepancies in data between Marketo and Salesforce.  

IssueIs there a way to change the order of tags values, to chose the default values that display when you create a new program? SolutionIssue ResolutionTags are sorted in alphabetical order, so the default always ends up being the first alphabetical choice. So for a workaround to make a 'default', you could have it start with the letter A. Example: A-Tag Value (default) B-Tag Value C-Tag Value        

IssueWhat is the shortest wait step time duration value that can be used in wait step? SolutionWait times can be set to days, hours, minutes, or seconds. Just type in "30 seconds" or "1 minute" etc.

IssueYou are re-branding your domain and would like to know if it is possible to transfer cookies from one domain to another.     SolutionWhile there are general approaches to sharing cookies across domains, this is outside the scope of Marketo Support. Included below are some non-Marketo resources on approaches for sharing cookies https://stackoverflow.com/questions/12370495/share-a-cookie-between-two-websites codeguru.com/csharp/csharp/cs_internet/article.php/c19417/Sharing-Cookies-Across-Domains.htm. The best point of contact will be your web developer and they will be able to help you out on this regard.        

IssueWhen right clicking an image in an email to enable Content AI, the option is greyed out when following: https://docs.marketo.com/display/public/DOCS/Enable+Content-AI+in+Emails     SolutionThe image element in your email is likely defined as an <img class="mktoImg"> element. Content AI requires the ability to add a clickable link to the element which can only be done if the image element is defined via a <div class="mktoImg">. Email Syntax: https://docs.marketo.com/display/public/DOCS/Email+Template+Syntax

IssueHow and where to locate Salesforce ORG ID. SolutionChoose one of the following options to find your Org ID: Improved Setup User Interface (Enabled) 1. Select Setup | Company Profile | Company Information. 2. In the "Organization Detail" section, your Organization ID is listed in the "Salesforce.com Organization ID" field, starting with 00Dxxx.   Improved Setup User Interface (Disabled)   1. Select <YourName> | Setup | Company Profile | Company Information. 2. In the "Organization Detail" section, your Organization ID is listed in the "Salesforce.com Organization ID" field, starting with 00Dxxx.   Lightning Experience   1. Click the Gear icon, then select Setup. 2. Select Settings | Company Settings | Company Information. 3. Your Organization ID is listed in the "Salesforce.com Organization ID" field, starting with 00Dxxx      

IssueWhen adding a checkbox field to the form, usually it appears after the field label. Here is how to swap the check box to the left and label to the right. SolutionCheckbox position can be changed by following the below steps: Insert the checkbox field into the formDelete the text in the field labelSet the label width to zero, set field width to 10Add rich text to the form (enter in the rich text editor what you want to appear to the right of the checkbox)Move the rich text block to the right of the field.        

IssueThe Facebook Lead Ads forms are not showing up in Marketo within filters/triggers. SolutionIf the Facebook Lead Ads form is not showing up in Smart List filters/triggers, check the following: 1. The user needs to be an admin on the Facebook account. 2. The user needs to have page admin access on the pages that they are subscribed to in Launchpoint. 3. At least one lead must have filled in the form with the form name recorded in the form filled out activity in Lead's activity log.   If all these conditions are met and you are still not seeing the Smart List options, please contact Marketo support for further troubleshootig   Who This Solution Applies To Customers integrated with Facebook