Product Communities

IssueYou need to know if Salesforce Group Edition is compatible with Marketo. SolutionHaving a look at the comparison between the Group Edition and Professional Edition: https://developer.salesforce.com/docs/atlas.en-us.packagingGuide.meta/packagingGuide/dev_package_features_pe_ge.htm We can see that a lot of features from the Professional Edition have been stripped in the Group Edition, mainly the removal of Workflows, Campaigns and Custom profiles. These will most likely hinder how the Marketo CRM Connector operates. The minimum would to be to have the Professional edition when syncing a native Salesforce CRM as per our Documentation on Sync Setup. https://docs.marketo.com/display/public/DOCS/Setup      

IssueYou send yourself an email and when you click the link, it goes to your fallback landing page instead of the intended URL. SolutionThis can be caused by an extra space being added to the end of the URL in the email The URL should show a %20 where the space is, so simply deleting the space will fix the problem    

IssueYou have two SFDC picklist fields mapped to one Marketo field but it isn't showing all picklist values for both SFDC fields. SolutionWhen two SFDC picklist fields are mapped to one field in Marketo, the only values that will show in Marketo will be the values that exist in both picklists.  Review the picklist values in Salesforce and add any missing values to the picklists so that they match exactly. This could happen in situations where the field in Marketo is mapped to a SFDC picklist field on leads as well as a SFDC field on contact/account.

IssueWhat is meant by the socially acquired member of a program such as a webinar program? SolutionLeads acquired by the following Social Apps are part of the "Socially Acquired" count - Social ButtonYoutube videoPollReferralsSweepstakes If you want to track the number of registrations through social shares, you should consider using the referrals or sweepstake app.  These apps allow the users to share and also help you track how many registrations each of your referrers bring in.    

IssueYou have a tracked link in an email. When the email is received, the link breaks and doesn't redirect to the desired page. The link works perfectly when the tracking is disabled. SolutionThe server hosting the link might not accept parameters, or might limit the number of characters in the parameter, etc. When tracking is enabled, Marketo adds mkt_tok=manymanycharacters. The issue could be either the page does not accept parameters at all, or does not accept such long parameters. You might need to reach out to the developers of that page and investigate this. Our suggestion is to have “track link” checked but not the “Include mkt_tok”. Unchecking just Include mkt_tok will still allow the link to be tracked, but after redirect, the destination URL will not include the mkt_tok query string parameter.

IssueSometimes, you may notice that editing the text version also affects the HTML version of the email. Is there a way to edit the text version without the same edits occurring to the HTML version? SolutionChanges to TEXT never apply to the HTML version. It's likely because when you "save" an element, it will add the "root block element" to the HTML side if one isn't present. So, your HTML is probably not handling it correctly. You can change the "root block element" to none in the Admin > Email > Editor Settings dialog. https://docs.marketo.com/display/public/DOCS/Using+the+Rich+Text+Editor        

IssueHow to use the REST API to check for deleted leads. SolutionYou would need to use the specific endpoint This will pull a list of leads deleted within a specific timeframe.  Deletions older than 14 days may be pruned.     

IssueHow to move Design Studio assets when migrating to a new instance. SolutionClone the assets into a Program, then import the Program into the new instance. For Forms, make sure the fields also exist in the destination instance. Same for Lead tokens in Emails/LPs. Dynamic Content & snippets are not supported in Program Import.

IssueYou would like to pull a report of all the non-marketable records that you have in Marketo. SolutionYou can do this via a Smart List: Use the Any filter in the Smart List. Filters: Block Listed = trueUnsubscribed = trueMarketing Suspended = trueEmail Invalid = trueEmail Address is empty This Smart List will pull all the people that fall into the blocked leads list. You can also add a view in which you can add above mentioned columns to the smart list which will give a view if a record is block listed /unsubscribed etc. Reference Doc :- Create and Change Views for Lists and Smart List    

IssueEmail Insights does not display any data or metrics for a specific program when the emails in the program are operational. SolutionOperational emails are hidden by default, so no data or metrics will be shown in Email Insights unless 'Operational Emails' are included "Does Email Insights support Operational emails? Yes. By default, Operational emails are hidden from view and querying. However, you may change this setting under the Personal Settings panel." https://docs.marketo.com/display/public/DOCS/Email+Insights+FAQ      

IssueSometimes there can be a circumstance where a text token should hold null value. Since the token must contain a value, you need to insert a value that will display as empty when the token is rendered.     SolutionAdding a HTML comment to the on the Text {{my.token}} side would work.   <!-- -->  If you're just plopping the token into your HTML, this will be fine. If you're embedding it in Javascript then you can still check for that specific value, it just won't be "magic":   if ( "{{my.token}}" != "<!-- -->" ) {    // it's not empty  }       

IssueWhy is the number of records shown in the Opportunity Analysis report in Revenue Explorer different from the number of records shown in a Smart List with the same filters? (e.g. 100 records in Opportunity Analysis vs. 200 records in smart list) Why are some records in the Smart List that do not appear in the Opportunity Analysis report? SolutionThe attribution settings are set up to report on "Explicit: Only contacts with roles (default)" This means, the records in a Smart List that do not appear in the Opportunity Analysis Report in RCA are contacts without roles.

IssueMy Tokens are displaying the default value instead of the value assigned to them by a higher-level folder or program. SolutionConfirm that the asset using the tokens is inside the tree where the token values are defined. If the token is not in fact within the same folder tree as its definition, it will display the default value instead of the intended value.

IssueYou have disabled starter templates in the Admin section but the templates are still available while creating a new email asset. SolutionTry navigating to Admin Panel > Email > Edit Email Editor Setting > check the box for "Enable Marketo Starter Template" and then save the settings. Again navigate to the same location and uncheck the box. Upon saving the setting now, the problem should be solved.

Issue"Currency" type fields are rounding off their value. For example, if you enter the value as 8092384905, Marketo is automatically rounding it to 809239000.     SolutionThis is an expected behavior. TThe currency field type in MySQL is considered to be a Float field and MySQL will automatically round the values in our current database structure. As a work around for this, change the field type to "string" . Since standard fields type cannot be changed, we suggest that you create a new custom field of type "String" to use instead of the standard field..        

IssueYou receive the below sync error notification which states "CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY: [process/workflow name]: System.LimitException: Apex CPU time limit exceeded"   SolutionThe error means that you have one or more triggers running when the leads are inserted that consume too much CPU time. You are hitting what are called SFDC Governor limits. This is really something you need to review with your SFDC admins and developers. Consider moving some workflows from Triggers (synchronous) to batches (asynchronous).   

IssueCommunication Failure is displayed when trying to swap an image in a section of the email. SolutionThis is known to occur when the email contains a significant amount of elements configured with dynamic content. These elements refer to subject, hero-banner, cta-button, etc. For example, for an email that contains 10 elements with 50 segments (used for dynamic content), there are at least 500 versions (i.e. 10 elements multiplied by 50 segments) of the email that need to be updated when an element is updated (e.g. swapping an image) In order to avoid the communication failure or be able to swap an image, try reducing the number of elements configured with dynamic content (i.e. make some elements static where possible.)    

IssueYou may notice that there may be a block in SFDC that stops syncing unsubscribes from Marketo to SFDC. After fixing the block in SFDC the new unsubscribes will sync as expected.  Here is how to get all the unsubscribes that happened before this fix to sync into SFDC. SolutionYou would need to set up a campaign to reset the field value. Smart list: Unsubscribed = true Flow: Change data value  "unsubscribed" -> False Change data value  "unsubscribed" -> True   That would take everyone who is currently unsubscribed, switch to false and then back to true. That should cause the true value to sync up to SFDC for all of those records. However, make sure you do this at a time when you are absolutely positive there are no email campaigns going out.      

IssueWhen using a Change Data Value flow step for a datetime field type and manually entering in a date and time, the time is displayed, but removed from flow step upon refresh. SolutionThe reason that the time is removed is because the display field in the flow step is a calendar picker (the drop-down). Calendar pickers do not support displaying the time. It is meant to select a date on the calendar and display that date. It appears to store the value to the record when manually entered in the field, but it will not remain upon campaign refresh.

IssueWhen we delete the static lists from a program after a period of time, will the leads they contain no longer be member of the program? SolutionThe individuals should still be a member unless you change their membership status to remove them. Remember lists are simply collections of individuals so you can easily process or associate them, they don't automatically get "membership" unless you had corresponding flow steps that you used when putting them on the list.        

IssueWhen using My.Tokens in a Choice step, leads are not being sorted into the correct choice option. SolutionMy.Tokens can't be used in Choice steps. Using the My.Token in the Choice flow step will not resolve the token and hence the flow step will not be executed correctly.

IssueYou want to set a field such as "Country" to be required on a list import. SolutionYou cannot require a field to be included on a list import. To see any leads imported recently with blank values you can setup a Smart List with a subscription Filters -- Lead was created Source Type - Import[Field you are wanting to watch] is Empty You could setup a daily subscription to get the leads who qualify and then correct those leads as needed.    

IssueYou receive the following notification: The user you have authorized for you Facebook Lead Ads Launchpoint Service may have Insufficient Permissions.       SolutionVisit the Facebook help center to validate that the authorized user has all administrative permissions to both your company page and advertising account. If authorized user has all administrative permissions, please contact Marketo Support for further investigation  

IssueTokens in form-triggered emails are not populating values when a new lead comes in through form fill out.     SolutionFor the token to populate, the associated Marketo field shouldn't be empty and it must hold a value that will be passed to the token. It takes a small amount of time for the form to write the value to the lead record and it my not write all the info before the triggered email is sent. In case of new leads, using a wait step as the first flow step (before send email flow step) will be helpful. This will leave some time for the fields get their value filled from the form fillout. Once the fields have the value, the associated token will populate correctly during the email send.  

IssueCalls made to the REST API return response code 611 "System Error".  SolutionSubmit a Customer Support ticket with the following information  The full body of the REST API call including the endpoint being calledThe full body of the REST API responseThe date and time that the call was made Customer Support will work to diagnose the root cause of the error and the reason a more identifiable error code is not being returned instead.