Product Communities

IssueIs there a way to prevent opening a new browser window when a mailto/email address link in an email is clicked? SolutionThe reason why the link clicked in an email redirects to a new browser window occurs is because the link is a tracked link. As per design of Marketo tracked links, they are required to be loaded in a browser first which is why the mailtolink/email address clicked is loading in the browser first. If you wish to load the link clicked in the same window and not redirect to a new browser window, you will need to disable tracking on the link. https://docs.marketo.com/display/public/DOCS/Disable+Tracking+for+an+Email+Link    

IssueYou've been using Marketo for a while and have started noticing that Smart Lists take longer to process than before. There are multiple filters in your Smart List ranging from really specific attributes about a person to really broad geographical information. SolutionThe best performance will come when you order the smart list filters from most restrictive to least restrictive. Since your entire database is checked against the first filter, if we can narrow down the number of leads which move on to the next, there are fewer and fewer leads who qualify for each of the subsequent filters. Many times, the processing difference will be minimal. However, as your database grows, the penalty on efficiency can grow over time. If you haven't checked it out already, take a peek over at our product documentation for smart list best practices: https://docs.marketo.com/display/public/DOCS/Best+Practices+for+Smart+Lists    

IssueAre Smart List filters that accept text values case-sensitive (e.g. First Name, Last Name)?   SolutionSmart list filters are NOT case-sensitive. For example: If you use the smart list filter 'First Name is John', it will return leads with First Name 'John' or 'john' with a lower case 'j'Vice versa: If you use the smart list filter 'First Name is john', it will return leads with First Name 'john' or 'John' with an upper case 'j'  

IssueCan Interesting Moments and Web Activity be written on the Account object in SalesForce? SolutionMarketo does not have permissions or capabilities to write to the account object. Marketo can only write data to the Contact or Lead Object in SalesForce. If you want to have that data recorded on the Account object, you would be able to setup a custom SalesForce work flow to add that data to a field or as an activity in SalesForce. This data will not be usable or recognized by sales insight however.

IssueREST API call, Get Lead Activities, is returning 603 error     SolutionError 603 refers to 'access denied' where authentication is successful but the user doesn’t have sufficient permission to call this API. Additional permissions may need to be assigned to the user role. http://developers.marketo.com/rest-api/error-codes/ Go to Admin > Users and RolesSelect API User and identify what role it is assigned to (e.g. API role)Go to Roles and check the permissions assigned to the API roleCheck to see if the API role has 'Read-Only Activity' or 'Read-Write Activity' permission In order to make a Get Lead Activities REST API call with the API user, the API role of the user must be modified to have permissions to  'Read-Only Activity' or 'Read-Write Activity'. If you use Workspaces and Partitions, make sure the API User has the necessary access to the workspaces/partitions being called.    

IssueHow do the links (both Marketo and Non-Marketo) populate in the dropdown of Visited Web Page trigger or filter? SolutionThe drop-down shows a limited number of options. These links are fetched from any of your leads' activity logs. The values in the dropdown of the "Visited Web Page" will show if there is any lead who visited a webpage and this webpage or link is stored in the activity log of the email (may be in past). If the expected webpage doesn't show up in the dropdown list, first try typing it in and letting the autocomplete offer the URL.  If you type it in and it still doesn't show as an option, then none of the leads have visited that page at least once. You can create a test lead for yourself and visit the desired webpage to get this added in the dropdown.  

IssueHow to re-subscribe records who are already unsubscribed.     SolutionOnce the person is willing to resubscribe to receive your emails, either of the following can be done: Smart Campaign: Change Data Value of "unsubscribed" to false.You can either use a Smart Campaign to execute this flow or can just go with single flow action ( select the lead, Person actions > Marketing > Change Data value; Attribute: Unsubscribed, New Value: False.)You can manually change unsubscribe from True to False. To do this, go to Lead database, click on the lead ( whom you need to unsubscribe), go to lead Info tab, look for unsubscribe field , remove the tick or check off the unsubscribe field checkbox.        

IssueThe Results tab of a Smart Campaign with a filter for 'Send Email' is has more entries than the Send Email count on the Email Performance Report. SolutionPage through the results as some Send Email activities will be 'Skipped Lead/Person already used up Daily/Weekly communication limit.'Also, if some of the leads were sent the same email previously, outside the time frame of the report, they will not be included because they report only looks at the first time any given email was sent to a lead.  Subsequent sends of the same email will not be included in the report.        

IssueYou see a large amounts of edits being made by "Unknown" user showing up within the Audit Trail. SolutionIf you have recently edited a field in Salesforce that utilizes a pick-list field type, the updates to the field will cause updates to propagate to any pages which use a form that uses that field.   

IssueNo data appears in the Email Performance Report (configured for a specific time frame) even though emails have been sent to the leads. SolutionThe reason why the leads who were sent the email do not appear in the email performance report configured for a specific time frame is because the Sent Date filter is based on the first date that the email was sent to a given lead. Email Performance Peports only show data for the first time an email was sent. If you send the same email multiple times to the same leads, reports intended for later sends will not include leads who first received the email outside of the report's time frame. Apart from that, it is also worth to check if the email performance report has any additional smart list filters that the leads may not qualify for.    

IssueThe webhook error type "The remote server's SSL certificate or SSH fingerprint was rejected" occurs when the SSL certificate is being used on the main domain and not Sub-domains.     SolutionCheck the URL in Admin > WebhooksClick on the webhook in the right corner.For example, if the URL is, onlineservices.test.marketo.com, the certificate needs to be valid on *.test.marketo.com and not just *.Marketo.com.Check this by verifying the certificate on "sslshopper.com" and all the certificates will be listed as Subject Alternative Name's if the certificate is valid on the sub-domains. For example: For Google.com "sslshopper.com/ssl-checker.html#hostname=google.com", the certificate is valid on *.Google.com as well as all the subdomains as listed in SAN's.    

IssueSalesforce is going to change your instance sub-domain from NA#1.salesforce.com to NA#2.salesforce.com. What measures should you take in order to make sure that our sync works? SolutionMarketo accesses SFDC with the API login endpoint, so a change in the login domain that you use would not affect the Sync user. Marketo and SFDC sync should continue to work irrespective what domain SFDC belongs to. If a change happened to SFDC that affected the sync user, such as its credentials or the SFDC OrgID changed, then Marketo would need to be updated If there is an issue with your sync after updating the SFDC domain, try the following to resolve the issuce. Change your SFDC Sync User's password.Issue a new security token.Re-enter the credentials within Marketo Admin >Salesforce. If it doesnt resolve the sync issue, contact Marketo support and they will be able to help you out.    

IssueIn the Landing Page Performance reports, what do the Conversion and New Name columns refer to? SolutionConversions and Conversion % in the Landing Page Performance report reflect the number of times someone filled out a form. This conversion rate counts one per form fill-out. New Names are leads that were converted by that landing page and who were previously either anonymous or did not exist in your lead database before filling out the form on a give landing page.

IssueYou may notice this permission error "You do not have sufficient privileges to perform this action" when previewing an email even though the user role has permission to access the emails. SolutionThis can happen when the user role didn't have any access to the lead database as shown in the picture. The user role needs the top-level access to the Lead Database(1 of 15). This is because the email previewer allows one to view the asset as if you were a specific lead, but if you can't see the leads, then the error will trigger. To fix this issue, you would need to provide the user role with top-level access to the lead database.        

IssueA landing page is taking a significant time to load. SolutionThe load time of a landing page is generally due to resources that have a large file size or due to third-party scripts. This can be identified by using tools like https://tools.pingdom.com/ that breaks down the loading time of individual resources and scripts within a landing page. Another way to inspect the loading time of resources and scripts within a landing page is using the network feature of the developer tools in Google Chrome, Firefox, Safari or any other web browser: https://developers.google.com/web/tools/chrome-devtools/network-performance/reference https://developer.mozilla.org/en-US/docs/Tools/Network_Monitor https://developer.apple.com/safari/tools/    

IssueWhen using the Filter 'Member of SFDC Campaign' in the Smart List and checking the people tab to see which records are qualified, this message occurs: Could not evaluate rule 1 (SFDC Campaign 'Campaign Name' not found) Note: it may state could not evaluate rule # - # can be any number, if the filter is number 5.  # will equal 5  SolutionThe FixEnsure the that the SFDC Campaign being referenced in the Smart List is an ACTIVE campaignThe WhyThis error occurs due to the SFDC Campaign not being an active campaign in SFDC.You may be wondering "Then why can I select the SFDC campaign in the drop down?" This is because the Smart List Filter specifically 'Member of SFDC Campaign' similar to 'Has Opportunity' filter reference a backend table in Marketo. This backend table is updated when a SFDC Campaign is removed or renamed. Therefore, Marketo does not directly perform an API call to check if the campaign is selectable, but rather uses the backend table as ref

IssueYou would like to use the 'SFDC Oppty Campaign ID' as a constraint for the Smart List filters ' Has Opportunity' and 'Opportunity was Updated', however, it does not appear as an option. SolutionBy system design, there are some opportunity fields such as 'SFDC Oppty Campaign ID' that are restricted and cannot be made visible in Marketo as a constraint or filter. One workaround is to create a custom field in Salesforce on the Opportunity object that holds the same value as the 'SFDC Optty Campaign ID' field. As a result, this field will appear in Field Management and become visible as a smart list constraint or filter in Marketo. If you would like to implement this, reach out to your SFDC admin.      

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.    

IssueAfter the campaign is run for deleting leads, the result tab shows as "No activities found". SolutionWhenever a lead is deleted using a Smart Campaign, the results tab will not show the list of leads that got deleted as they are not available in the database anymore. However, with the help of "Run History" tab you will be able to see the number of the leads that got deleted. Once the campaign is run and the "Delete Person" flow step is executed, the lead will be deleted immediately from the Marketo database.

IssueIn the report subscription, there is a link to the person in Marketo. Likewise, is it possible to add SFDC links for contacts/leads to report subscriptions? SolutionCurrently, there is no option to include the link to the person in CRM in the report subscriptions.    

IssueWhen viewing the activity history for email sends to a lead, the campaign name does not reflect the program name responsible for the send.  SolutionMarketo will run background campaigns to handle emails sent through a either an email program or a nurture program. The naming convention for this may look like the following:  Program - #### - Exploration - CampaignProgram - #### - Exploitation - CampaignEmail Batch Program - #### - send-email-campaign To refer to the accurate name of the program responsible for the send, this information can be found in the Detail section of the activity log.    

IssueSometimes you may get this error when trying to sync a Marketo Program to an SFDC Campaign -  "Not allowed: Salesforce campaign contains incompatible statuses", even though the statuses match in the Marketo program and SFDC campaign.  SolutionCheck for the statuses in the Marketo program channel and SFDC campaign - you will see the same statuses.This error occurs if there is any case-sensitive error in the statuses.For example, if your Marketo program has the following statuses: Attended, Registered, Unable to Attend and the SFDC campaign has Attended, Registered, Unable to attend. Then you will encounter the above error.You have to change the status in Marketo as "Unable to attend" or change the status in SFDC Campaign as "Unable to Attend"  in order to fix this.   

IssueIs it possible to integrate multiple social media accounts with Marketo for integration with services such as Facebook and Google? SolutionThere is  only one LaunchPoint service for each, but multiple accounts can be referenced in : Lead gen forms - Linkedln Custom audiences - Facebook    

IssueHow do Revenue Cycle Explorer filters operate? SolutionRCE Filters operate in the following ways: Select from a List (Includes, Excludes) -- This filter type within RCE will let you include or exclude preset valuesMatch a specific string (Contains, Does not Contain) -- This filter type will let you enter a free form value such as Contains "We" to find statuses which may have Web in them. The not-contains would filter anyone who did not have "We" in the status. On either filter you can select Multiple Values. Within the Match a Specific String function click on [+] and add another value option and this will then add additional string areas to use. A example would be Status contains: RegRegisRegisteredRegistered - Web etc.. As you can see you can match to one of many values!  

IssueThe Smart Campaign has a last modified date of x, however, it does not have any details of any change on date x in the Audit Trail. SolutionThe Smart Campaign's last modified date was updated by a campaign change that is currently not recorded in Audit Trail (e.g. campaign was aborted). https://docs.marketo.com/display/public/DOCS/Change+Details+in+Audit+Trail#ChangeDetailsinAuditTrail-AssetAuditTrail Please contact Marketo Support if you need further assistance in tracking down changes made to a Smart Campaign