Product Communities

SummaryMismatch between "Added to [custom object]" and "Has [custom object]" filters for a SFDC Custom object IssueYou build a Smart List for "Added to [custom object]" for your SFDC Custom object and you notice the number of records qualifying is lower than expected.The "Has [custom object]" filter pulls more records, however, and matches what you see in SFDC. EnvironmentSFDC/Marketo SolutionThis is expected behavior if you have records that were already associated to the SFDC Custom object before they were pushed to Marketo.If you have records that were already associated to the SFDC Custom object before they initially synced to Marketo, those records would not have an "Added to [SFDC Custom Object]" activity on their record in Marketo, which means they would not qualify for the "Was added to [SFDC Custom Object] Smart List filter"In this scenario, it is recommended to use the "Has [SFDC Custom Object]" filter to get the accurate numbers, as this should include all Marketo records

SummaryCustomers may face errors referencing Segmentations when importing programs between instances. IssueProgram import fails giving an error message like the example below:"Marketo encountered an error while importing Nurture Program: EXAMPLE - Acquisition NUR B2B [SMB] FY24 - TESTWhy: The Segmentation_Type_1003 field exists in the following objects: PersonWhat to do now: Create a field named Segmentation_Type_1003 in the Person object." EnvironmentMarketing ActivitiesImport Program SolutionThe simplest solution would be to temporarily remove the Segmentation references from the child assets (Smart Campaigns, Smart Lists, etc.) that currently exist in the importing Program within the source instance.Once the import succeeds, references to the Segmentations can be re-added to the source (as well as the destination, if needed) instance's Program's assets. 

IssueWhen trying to clone a Form or Landing page from Design Studio to a specific Program under Marketing Activities, there is no list of programs that appear.  SolutionThis is expected behavior. When you don't see a program listed, this is because the number of programs in Marketing Activities actually exceeds what we're able to display at one time.If you start typing into the Program field in the pop-up window, you should start to see programs listed in the drop-down.For example, you enter the name of the particular program, you will get a result. 

SummaryUTM Parameters Not Populating with Known People Form Fill IssueUTM parameter field values are not being captured for some people's form submissions, even though the form is configured to capture the values. SolutionWhen a form is using the "Show Custom HTML Form for Known People", the submission button will generate a Filled out Form activity, but will not write any new field values.When attempting to capture UTM parameters with the feature enabled, those UTM values, as well as the other fields on that form, will not be captured.Show Custom HTML Form for Known People | Adobe Marketo Engage

SummaryHow to see all the historical Support cases created for Marketo IssueHow to see all the Marketo Support cases, attachments, and comments related to your historical support cases EnvironmentSupport Portal SolutionAuthorized Contacts can see the cases that they personally created/own, and the Support Admins can access the all cases on the entitlement from within the Support portal.Below is a community article with additional information and instructions:Managing your Support Cases 

IssueDoes Marketo re-use or recycle old deleted lead IDs?  Root CauseAfter a lead is fully deleted, it would be very rare for the lead ID to be re-used. The vast majority of the time lead IDs are unique and not re-used.If you have an external database or reporting system that relies on a unique lead ID, the best practice would be to ensure these systems are up-to-date on all lead deletions.

IssueYou receive the error message of "exceeded limit" for Program Member Custom Fields (the documented limit is 20), but you don't see 20 fields listed in the Admin > Field Management > Program Program Member Info area.  Root CauseThere may be Program Member Custom Fields in your Marketo instance that are hidden. These hidden fields still count toward your limit of 20. As next steps, in Admin > Field Management, review the Hidden Fields area to find the hidden Program Member Custom Fields, and un-hide them. After un-hiding them, they will appear under Admin > Field Management > Program Program Member Info.To resolve the "exceeded limit" error, unused fields should be deleted. Reach out to Marketo Support to delete Program Member Custom Fields.

IssueAn email asset with a program MyToken is not reflecting correctly after a campaign send, even though the email asset is within a program with the correct token value. Root CauseIf the smart campaign that sent the email is in a different program, the MyToken reference will come from the program of the sending smart campaign, not the program where the email lives.

IssueThe SFDC sync error "Unable to process due to no XML response from Salesforce" or "No XML Document Error" appears. Root CauseThis error means Marketo received an invalid XML response returned by SFDC. Most often, this is a transient error from SFDC and resolves on its own in the next sync cycles. If the error persists or is continually blocking your sync, please reach out to Marketo Support.

IssueLeads are stuck in a smart campaign's Wait Step and have not moved onto next steps, even though the Wait Step has been updated/shortened and the lead should move onto the next step. SolutionWhen a lead enters a Wait Step, it remains in the Wait Step as defined at the moment they entered it. For example, if the lead enters a 1 week Wait Step, it will remain in the step for 1 week.If the Wait Step is updated to be longer or shorter (for example, shortened to 3 days or extended to 2 weeks), the lead that already entered the Wait Step (when it was 1 week) will remain in the Wait Step for the original duration.New leads entering the Wait Step will abide by the new duration.

IssueCustomers may run into limitations with Webhook providers or other third party REST services that require their fields are an integer type field. This may present issues with those values being inputted to Marketo (and other systems) accurately if a record has a value outside of the integer value limitation range: -2147483647 to 2147483647  EnvironmentMarketo/Third Party REST/Webhook Providers SolutionThere is no way to increase/modify the integer value limitations on the Marketo side. This is not a Marketo product limitation, it's the defined constraints of Integer data types.If you're running into issues with values from a third party/webhook provider falling outside of the limitation range, this will present issues with the field value being accurately logged in Marketo.In this scenario, it's worth checking with the third party/webhook provider to see if they have any flexibility around which field types they can allow (for example, String or Float type fi

IssueWhen cloning an asset from Design Studio into Marketing Activities, there is a box that asks you to select which program to clone the asset into. When clicking into this box, you may see No Results, even though there are programs within Marketing Activities. SolutionExpected Behavior: This happens when there are too many programs in the Marketing Activities tree. To select your desired Marketing Program, begin typing the Program Name, and results will begin to appear in the Program drop-down.This was designed to increase UI performance when cloning assets into Marketing Activities from Design Studio. 

IssueWhen attempting to import a list in the UI, an error appears that states "Invalid encoding" and the import does not complete. Root CauseMarketo requires the import CSV file be encoded with one of the following: UTF-8, UTF-16, Shift-JIS, or EUC-JP.As next steps: Re-save the file, for example in Excel as file format CSV UTF-8, with the correct encoding. Then re-try the import into Marketo.If the error persists, contact Marketo Support.

SummaryThe customer wants to know if a nurture email was not sent to a recipient due to communication limit, then will it be sent in the next cast, or that email will not be sent again? IssueIndividual(s) were supposed to get an email from a Nurture (Engagement) Program cast but failed to receive the email due to hitting the communication limits set in the instance. Do you need to manually send the email to the individual(s) via a separate Smart Campaign or will it be sent, automatically, on the subsequent cast for the Nurture Program? EnvironmentMarketing ActivitiesNurture ProgramsEngagement ProgramsAdminCommunication Limits  SolutionYou don't need to act on these scenarios as the individual(s) impacted by the Communication Limits will be sent the applicable email in the next cast for the Nurture Program. The only reason that the individual wouldn't be sent the email in the subsequent cast for the Nurture Program would be if the person would hit their Comm Limit again. Should

IssueYou have a Batch Campaign or Email Program setup where the amount of people qualified is more than what's listed under the Smart Campaign Person Restrictions limit (for more context, see Enabling Person Restrictions for Smart Campaigns). Within that same program or campaign, you calculate that between the number of qualified people reduced by how many are blocked from processing puts the total count of records below the Person Restrictions for the instance. Would the campaign or email program still execute and process the appropriate leads that aren't blocked or does Marketo solely look at qualified members to determine if that's more than allowed based on Person Restrictions? EnvironmentAdminMarketing ActivitiesMarketoScheduling SolutionYes, the campaign will still run as expected. Both Email Programs and Smart Campaigns effectively disqualify non-marketable people before processing records towards the Campaign Processing limit.Example:Your instance is setup to limit campaigns

IssueField values updated in Marketo do not sync to SFDC when the record exists as a Contact.  EnvironmentMarketo - CRM Native contact Sync SolutionThe issue is caused by the interaction of the Block Field Updates with the conflict resolution rules for Contacts described here.  The Block Field Updates will prevent Marketo from writing values from Salesforce into Marketo, but it does not prevent the sync from attempting to sync those values. If a field has Block Field Updates enabled to prevent updates from SFDC and that fields gets updated in both Marketo and Salesforce at the same time, Marketo will attempt to use our conflict resolutions rules to allow the update from SFDC to override the Marketo updated. The Block Field Update prevents this from occurring which leaves the records stuck unable to update the value in either system. To resolve the issue for the specific records, the Block Field Updates setting must be removed for the specific values to allow the v

SummaryMarketo Form Does Not Appear on a Landing Page IssueMarketo Form embedded on a Landing Page and the Form does not load.  EnvironmentMarketo SolutionIf you are able to reproduce the behavior in a Private Browsing window using Firefox, then issue is most likely caused by the embed being used. Examine the embed code on the page and ensure that the Form is loading using your instance's Landing Page Domain.  For example you may see your embed code formatted as   <script src="//app-sj01.marketo.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_1"></form> <script>MktoForms2.loadForm("//app-sj01.marketo.com", "123-ABC-456", 1);</script> It instead it should look like  <script src="//123-ABC-456.mktoweb.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_1"></form> <script>MktoForms2.loadForm("//123-ABC-456.mktoweb.com", "123-ABC-456", 1);</script> Once the embed co

SummaryAdding Webinars from Additional Users IssueAfter setting up the Marketo/Zoom integration and attempting to connect a Webinar to an Event Program, you may see the message "This Account has no Webinars" or certain webinars may be missing as an option.  EnvironmentZoom/Marketo SolutionWhen setting up the Marketo/Zoom integration an Admin user must be connected to the Launchpoint integration. By default, only webinars created directly by this Zoom user will appear as options. If other users have shared webinars with this admin, additional steps must be taken to make them visible in Marketo. In this article you will find the steps to add additional Zoom users to the Marketo integration configuration. Once those users have been added, webinars they own will be available as options in Marketo. Webinars owned by users not added with the instructions above will not be available in Marketo.  

IssueWhen attempting to access Marketo Sales Insight within Salesforce, you may receive the error "Marketo Sales Insight is not Enabled".  EnvironmentMarketo Sales Insight SolutionTo resolve the error follow the steps documented here  to reenter your credentials for Marketo Sales Insight. Once the credentials have been entered and saved, Marketo Sales Insight will become accessible.  

IssueWhen using the [mktorest.com/rest/asset/v1/emailTemplates.json] end-point to pull all Email templates, the COUNT is much less than what is shown in Marketo's Design Studio Global Search.  SolutionThis is the expected behavior. When viewing the total count of Email templates in the Design Studio UI, it will count EACH shared template that is shared across other workspaces, counting the same template multiple times depending on how many workspaces it's shared to.However, when retrieving the Email Templates from the REST API, it will only return DISTINCT Email Template ID's from the originating shared workspace where the template resides. It will not return the templates from the shared workspaces. Root CauseREST API Expected Behavior

IssueWhen using the Merge Lead(s) REST API end-point and merging multiple leads, which field values would be copied to the winning record?In the below example, the winning lead record has a blank value for Job Title. When merging all 4 leads, which field value will get copied to the winning record from the list of losing records?  SolutionThe field values that will be injected to the winning lead record are directly impacted by the order of leadID's in the Lead array parameter of the call, where the FIRST leadID listed in the parameter array will be the winning value IF the field on the winning Lead record is blank. URL Example{{baseUrl}}/rest/v1/leads/4231/merge.json?leadIds=2232,1323,1455RESULT Based on the above excel chart, LeadID 4231 (Winner) would have their Job Title field updated = 'electrician'.URL Example #2{{baseUrl}}/rest/v1/leads/4231/merge.json?leadIds=1323,1455,2232RESULTBased on the above excel chart, LeadID 4231 (Winner) would have their Job

SummaryWhen renaming a field in a CRM Custom/Entity it does not reflect the change in the constraint of filters/triggers/ IssueI renamed a field in my CRM Custom Entity/Object (MSD/SFDC) and I refreshed the schema. I can see the field name change reflected in the CRM Custom Entity/Object, but when I look for the field in constraint for filter/trigger I only see the old name. EnvironmentSmart List SolutionThe workaround is that the customer can create a new field on the SFDC side and copy all the values from the old field to the new one. Then, this field can be used in smartlist filters. Old field can be disabled after that. Root CauseWe are not propagating field name changes from SDFC to Marketo.

This feature would recognize valid functions/syntax for calculated fields when entered as text input in the mapping interface and treat them as the calculated field data type. Currently, Datastream mapping does not allow you to input calculated field functions as regular text input in a source field. The function does not work and the data is not passed into the target field when doing so. Instead, you must enter the calculated field through its own UI. This means that you cannot update an existing source field to use a simple function like lower(), for example. Rather, you must delete the existing mapping and recreate it through the calculated field UI. Even after creating a calculated field through the UI, you cannot paste that same field in other source fields. This means, in order to use the same calculated field for multiple mappings, you must recreate the calculated field every time. Creating this feature would improve mapping efficiency and prevent mistakes.

SummaryLearn how to troubleshoot the REST API Error: read ECONNRESET. IssueYou are getting the following HTTP error when attempting to call the associated REST API.  REST API Error: read ECONNRESETCause This error might occur because of issues on the local network or HTTP client config. Here are some possible causes of this error. HTTP Client Configuration Issues: The error may occur due to incorrect, incomplete, or incompatible settings in your HTTP client. To align your HTTP client settings with the Marketo REST API requirements, you should review and update your HTTP client settings.Proxy Server or Configuration Problems: If you use a proxy server, its configuration may result in an HTTP error. Verify your proxy server settings and consult your network administrator for accurate configuration if necessary.Faulty Network Equipment: Issues with hardware such as switches and routers, particularly if they are malfunctioning or improperly configured, can cause the problem. You s

SummaryNew checkbox for query parameters available when adding new content or editing current content. IssueYou were previously unable to specify query parameters for predictive content, and query parameters were not used when adding new content, editing current content, and reporting on URL clicks. Autodiscovery works by adding a new URL to the DB, and later on, clicking counts are accumulated against the newly found asset. The asset is determined based on the URL (and there, it previously didn't account for anything that followed the ? in the URL. The same was used as a validation when a user added new content.The rule to determine this part of the URL, minus the query parameters, was a requirement back then and was taken into account during design.  SolutionAs you add predictive content from the predictive content page, you need to have the checkbox on this page to allow the user to decide whether they want to include/exclude the query parameters while adding it.The same