Product Communities

IssueYou want to lock specific parts of an email, such as the From or Reply-To, to prevent certain users from editing them. SolutionThrough roles and various permissions you can prevent editing of the email as a whole. You do not have the ability to allow only partial edit of an email header such as the From/To. The same applies to Sales Insight emails. Edit permissions are granted for the email as a whole Note: You can prevent people from editing pieces of an email by making those sections non-editable on the template level, but again, this would apply to all users.        

IssueYou are trying to manually edit a lead record to remove the value of the Email field but the change doesn't save.     SolutionMarketo enforces this as a required field for deduplication purposes and won't allow a direct manual edit as a preventative measure. Removing the field can create duplicates, so it's generally recommended that instead of removing the field you maintain the record in your CRM or mark this record as marketing suspended to avoid inadvertent communications. However, if you need to remove the value there are two workarounds to this issue. 1) Create a smart campaign with smart list criteria that isolates that specific lead record, with a Change Data Value flow step. Specify Email as the attribute and the New Value as NULL. This will clear out the value for that field. 2) You can remove the email address from that record in your CRM. Marketo treats your CRM as the source of authority, so removing that value in your CRM will sync down to Marketo duri

IssueEmails with valid email address get soft bounced with this error:  Local address contains control or whitespace. SolutionThis error means that the email has a space somewhere in the the From email address or there was a comma or extra character in the From line.  If you do not see a space inside the email address, check the end of the address to see if a space somehow got added at the end. The email send did not occur due to the error with the address. The emails will need to be resent once after the associated address is corrected with white spaces or extra characters. Also, there is the possibility that email address "text" contains Paragraph marks or hidden formatting symbols (https://www.computerhope.com/jargon/f/formmark.htm) and instance users will required to have it reviewed and changed.        

IssueHow to delete email from ToutApp Live Feed. SolutionThe way to stop the tracking is to archive the email.  All you need to do is find the email, click the arrow next to Email, and click "Archive".This will stop the tracking and it won't show up in the live feed.   )   Who This Solution Applies To ToutApp customers    

IssueYou receive an error in ToutApp - "IMAP access is disabled for your domain. Please contact your domain administrator for questions about this feature. (Failure)" SolutionThis due to an invalid Gmail connection For this error message to be resolved, we recommend looping in with your Gmail Administrator regarding the IMAP access of your domain and whether or not it can be enabled. See the link below for additional reference on this for your Gmail Administrator: https://support.google.com/a/answer/105694?hl=en    

IssueHow to edit the schedule email in ToutApp. SolutionThe way to change the time of a scheduled email: Go into your on the conversations page.Click the Edit button next to the scheduled email. From here you will be able to change the time of the delivery of the email.       

IssueHow to disable Niko from ToutApp extension. SolutionTo remove Niko, simply click on the blue Tout envelope at the top right of your browser, then manually uncheck the box next to "Show Niko as I browse the web". Refresh the page, and Nikoshould disappear.  

IssueCustomize call outcomes in Salesforce.     Solution1. Go to your Setup page in Salesforce   2. Customize > Activities > Task Fields 3. Click into Subject field 4. From here, you can add/remove/re-order all the options 5. Then, you will see this custom list in Tout when completing a call      

IssueOften times variables are used in emails and guided landing pages for marketers to quickly and easily change a link URL in a CTA button. However these links cannot be made dynamic when used with a variable. SolutionThe variable needs to be removed and replaced with an editable section or a rich text element. Once this is done the editable section or rich text element can be made dynamic. This will require some prior knowledge of HTML as the code of the asset itself will need to be changed. The links below will guide you through the syntax that needs to be used to modify your HTML. Create a Guided Landing Page Template Email Template Syntax    

IssueYou need to create custom fields under the Opportunity object but do not have the option in Marketo. SolutionYou will not be able to create custom fields under Opportunity objects in Marketo. Only Marketo Support has access to do this. A support ticket needs to be opened to create fields under the Opportunity object.    

IssueWhen forwarding email that was received via Marketo to other people, the email does not render the same in the recipient's email client. SolutionThis can happen when forwarding emails, as the email rendering capabilities depend upon the email client that recipient uses. HTML and CSS can be interpreted differently by different email clients. As noted in the comment below Some clients' HTML parsers don't understand all types of markup, for example an HTML4-level client will not recognize HTML5 elements.Some HTML elements and CSS rules are deliberately ignored, even if the underlying parser and (in the case of webmail) browser supports them completelyThe HTML markup is can be changed, sometimes drastically, from the original markup before being displayed for security reasons   With that said, you can code against some of these anomalies by adding extra code in CSS to account for the differences. Marketo Support is not set up to assist with troubleshooting custom code as we a

IssueChanging From address on multiple email assets at once instead of one-by-one by hand. SolutionYou can use program/folder tokens as the from address, and then change the token. Once the token changes it will update the assets using the token. For any pre-existing emails, updates in bulk could be made through a API call to the Marketo API endpoint - http://developers.marketo.com/rest-api/assets/emails/#create_and_update.

IssueDoes the email address assigned to the API user need to be an email address maintained by an actual person? https://docs.marketo.com/display/public/DOCS/Create+an+API+Only+User SolutionThe email address assigned to an API user does not need to be an existing email address or an actual person. It is used as an identifier for the API user. Generally, customers name the API user according to the integration the API user is being used for (e.g. integrationuser@company.com). This is useful for tracking where API calls are coming from when there are multiple integrations configured with Marketo via the API

IssueYou see one value for Acquisition Program and a different value for Acquired By. What do they mean and how are they different?     SolutionAcquired By specifically means 'this program was responsible for creating the lead record'.  Acquisition Program is an attribute that you are able to change, but Acquired By is something controlled by the system that designates when that program is directly responsible for creating the record. For example, if you had an SFDC Campaign that was synced to a Marketo program, and you added a lead to that Campaign, the lead would be synced down to the Marketo program.  You could then use a Smart Campaign to set the value for Acquisition Program.  However, the program would not receive Acquired By credit because the lead came from Salesforce and not from the program directly.      

IssueEmail bounces with Error: 550 Rejected by header based Anti-Spoofing policy SolutionThis error can happen if: DKIM/SPF configuration is incomplete for the from domain in the sending email address. https://experienceleague.adobe.com/docs/marketo/using/getting-started-with-marketo/setup/configure-protocols-for-marketo.html?lang=en

IssueError "API is not enabled for this Organization or Partner" occurs during Marketo - Salesforce integration.     SolutionThis is a Salesforce generated error and indicates that API access is not available in your SFDC instance.  For more information, see this Salesforce documentation: http://www.salesforce.com/us/developer/docs/api/Content/sforce_api_calls_concepts_core_data_objects.htm . To resolve this, contact Salesforce to enable API access.

IssueHow to identify in which campaign the "Delete Person" flow step is used. SolutionYou can identify it by going to "Campaign Inspector" in Marketing Activities. From there you can filter down by type of Smart Campaign and search "Delete Person" and the resulting list will be Smart Campaigns containing that flow step. If you do not see the Campaign Inspector, contact Marketo Support to have it enabled.        

IssueYou need to revert a data value change for a field on multiple leads. SolutionThere is no way through the UI to "undo" a data value change (unless it was a boolean field, in which case there are only two possible values.)  You can certainly use a Smart List to identify whose values have changed, but there no way to go back to the old value (unless it's stored elsewhere in another field or through another data store, along with the API). However, you can use the API to extract the data value change activity from the activity log, which would include the old and new values, extract the original values, then use the API to rewrite the old values back to the lead record. http://developers.marketo.com/rest-api/lead-database/activities/#data_value_changes      

IssueAn email appears to have been sent twice to the same lead when it should not have been.     SolutionIt appears that the record was sent the email twice because the record was merged with another record after the email was sent. So when the email was sent, the record was two separate records that was sent the email individually. This can be identified by looking at the record's activity log for a 'Merge People' activity

IssueWhy don't some emails appear as an 'Email Filter' option in an Email/Email Link Performance Report? Filter Assets in an Email Report documentation SolutionThe reason why some emails do not appear as an 'Email Filter' option in an Email/Email Link Performance report is because the emails were used in an A/B test. Similar to the product behaviour illustrated below, when adding an A/B test, the selected email will not be directly selectable or appear as an Email Filter option in an Email/Email Link Performance report. "When adding an A/B test, the selected email will no longer be available for use in any other program." Add An A/B Test In order to report on the A/B test emails that do not appear in the Email Filter option, the parent program can be selected.    

IssueChanging your primary domain can be a bit of a daunting task if you don't know where to start, this guide will walk you through the steps you will need to take to use a new domain with your Marketo instance.  SolutionCreate your new CNAME and point that to your Marketo instance. If this new CNAME is going to be used as your primary domain, then the Domain Name in Admin > Landing Pages will need to be changed to reflect your new domain and your old domain should be added as a domain alias so any old links will be redirected to your new domain Add Additional Landing Page CNAMEs Adding a new branding domain is recommended when changing your domain. This will allow tracked links in emails add a tracking cookie when being directed to your new domain. A new CNAME will also need to be created for this and will need to point to the original tracking link for your instance. Add an Additional Branding Domain with Workspaces   If you plan on signing your emails with your

IssueA lead qualified for a Smart Campaign even though they do not meet the Smart Campaign filter requirements. SolutionAt the time the campaign ran, the Smart List was configured differently, which made the lead qualify at that time. The Smart List of the campaign was then changed after the campaign ran. Users with admin permission can check this using the Audit trail https://docs.marketo.com/display/public/DOCS/Change+Details+in+Audit+Trail#ChangeDetailsinAuditTrail-AssetAuditTrail

IssueYou receive the "Subject is empty" error when attempting to approve an email which contains an emoji character in the subject line, and elsewhere in the email, emojis may fail to render. SolutionMarketo can render any Unicode character up to 5.2 and any ASCII character, but this does not encompass emojis. The Marketo email editor will strip out any unsupported symbols. This is because we cannot guarantee the consistency of their appearance across platforms, as not all clients can render all emoji. Marketo only supports the text symbols that are generally then converted into emoji's by the recipient client or operating system. The basic symbols in a list such as https://www.copypastecharacter.com/symbols should work, as they are ASCII characters and not reliant on extra encoding. These are a set of accepted text symbols that will universally work on all clients and many will convert them to emoji. Just highlight the symbol from  https://www.copypastecharacter.com/symbols, cop

IssueLead didn’t fill out the unsubscribe form but the unsubscribed reason states that “Customer complaint received from ISP”   SolutionThere is an arrangement between an email sender and an Internet Service Providers (ISPs) called a feedback loop. When the lead marks your email as spam, this loop allows the email sender to notify the email sender (Marketo) that they have marked it as spam. Marketo automatically changes the value of the field “unsubscribed” to “True” and the unsubscribed cause as "Customer complaint received from ISP" for the lead. You can learn more about feedback loops in the below document. Feedback Loops (FBL)  

IssueA person record in Marketo is getting created by the CRM sync even though there is a previously existing record existing in the Marketo database with the same email address. SolutionBy design, Marketo does not run the standard de-duplication process on records that come from your CRM. If you wish to prevent duplicates from coming over from your CRM, you would need to hide them from the Marketo sync user on the CRM side, or work with Marketo support to set up a custom sync filter. Instructions for Creating a Custom Sync Rule