Product Communities

Issue DescriptionNo data appears in the email performance report (configured for a specific time frame) even though emails have been sent to the leads.  Issue Resolution The 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.". Email performance reports only show data for the first time an email was sent. docs.marketo.com/display/public/DOCS/Email+Performance+Report  If the first time the leads that were sent an email falls outside of the specified time frame in the email performance report, the report will not show any results for those leads. 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.Is this article helpful ?YesNo

Issue DescriptionHow to delete email from ToutApp Live Feed Issue Resolution The 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 customersIs this article helpful ?YesNo

Issue DescriptionYour phone calls are not logging to Salesforce Issue Resolution Tout Phone is a great way to get your call information logged to Salesforce, but there are a couple things you will want to be aware of when using the log a call feature. 1. The Contact must have a Salesforce ID attached to them.2. We currently do not log calls to Opportunities.       Who This Solution Applies To ToutApp customersIs this article helpful ?YesNo

Issue DescriptionGetting error "Salesforce 551 unauthorized bounce" in ToutApp Issue Resolution - Head on over to your Salesforce instance and login.  - Once you're logged in, head over to "Setup" > "Email" > "My Email to Salesforce"    - In the "My Email to Salesforce" page, head over to the "My Acceptable Email Addresses" section and ensure the all the addresses you use are listed in here:    - Just below "My Acceptable Email Addresses" you can set your email logging settings to how you would like them to enter your SFDC.    - Save your settings.       Who This Solution Applies To ToutApp customersIs this article helpful ?YesNo

Issue DescriptionCustomize call outcomes in Salesforce Issue Resolution 1. Go to your Setup page in Salesforce   2. Customize > Activities > Task Fields 3. Click into Subject field4. 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  Who This Solution Applies To ToutApp customersIs this article helpful ?YesNo

Issue DescriptionYou receive "Object reference exception error" in OutlookIssue Resolution The reason this error is occurring is because the ToutApp Outlook add-in depends on a reference object in a newer version of the .NET framework than the version of .NET currently installed on your machine. To resolve this, download the updated version (microsoft.com/en-us/download/details.aspx?id=42643) of the .NET framework from Microsoft's site, and install it on your machine. Once it's installed, please reboot the computer.  After you've successfully installed and rebooted, go ahead and open Outlook. You should see it start up without issue, and the ToutApp add-in should be present and fully functional. Who This Solution Applies To Customers with ToutApp

Issue DescriptionHow to disable Niko from ToutApp extensionIssue Resolution To 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 Niko should disappear. Who This Solution Applies To ToutApp users with Niko

Issue DescriptionYou receive an error in ToutApp - "IMAP access is disabled for your domain. Please contact your domain administrator for questions about this feature. (Failure)"Issue Resolution This 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: support.google.com/a/answer/105694?hl=en

Issue DescriptionYou would like to export your ToutApp contacts.Issue Resolution Tout doesn't support exporting capabilities at this time.

Issue DescriptionHow to edit the schedule email in ToutApp. Issue Resolution The 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.  Is this article helpful ?YesNo

Issue DescriptionYou sign up for ToutApp and receive a notice that your account is under review or your account is not verified. Issue ResolutionIf you sign up for ToutApp using a generic email address such as Gmail, Yahoo, Hotmail, Outlook or other email providers your account may require verification by Marketo Support. Please contact Marketo Support with the following information.Company Name: Business Address: URL(s) of your primary Web site(s): What is your average weekly and/or monthly email volume? Do you purchase, or have you ever purchased lists of leads? If yes, which providers have you used and when was your last purchase?

Issue DescriptionA lead ran through a smart campaign and should have been sent a push notification but there is no activity of this happening even though the lead is a member of the campaign.Issue Resolution Assuming other leads are receiving the push notification (which suggests the app itself is not to blame) the first thing to check is the lead record itself. If the lead is marked as Marketing Suspended or Black Listed, this will prevent the record from receiving a push notification. Mark these fields as "False" and send the record through the campaign again, the lead should now be sent the push notification.Who This Solution Applies To​Customers using Marketo's mobile app integration

Issue DescriptionSometimes 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.Issue Resolution Adding 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 in JS then you can still check for that specific value, it just won't be "magic":if ( "{{my.token}}" != "<!-- -->" ) {    // it's not empty  } 

Issue DescriptionIs it possible to download the most recent report from the smart list subscription email report?Issue Resolution If you click the Download Report button, it will be a static link containing the smart list data at the time the subscription was sent. If you want real-time data, click the smart list URL in the report email and then export the list.Who This Solution Applies To All customers

Issue DescriptionYou may notice that there may be a block in SFDC that stop syncing unsubscribes from Marketo to SFDC. After fixing the block in SFDC the new unsubscribes will sync as expected. How to get all the unsubscribes that happened before this fix to sync into SFDC?  Issue Resolution You would need to set up a campaign to reset the field value.Smart list:Unsubscribed = trueFlow:Change data value  "unsubscribed" -> FalseChange 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.  Who This Solution Applies To Customers integrated with SalesforceIs this article helpful ?YesNo

Issue DescriptionHow to check if a lead was deleted using API Issue Resolution You would need to use the specific endpoint : developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Activities/getDeletedLeads Who This Solution Applies To Customers use REST APIIs this article helpful ?YesNo

Issue DescriptionWhen 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? Issue Resolution The 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.   Is this article helpful ?YesNo

Issue DescriptionHow to create a Smart List that only shows leads created in Marketo.Issue Resolution Create a Smart List using the filter "Original Source Type - is not - Salesforce.com"Who This Solution Applies To Customer's integrated with Salesforce

Issue DescriptionWhen a lead fills out the form in Marketo, Marketo sync fails with an error  "Duplicates_Detected." Issue Resolution This error, "Failed: DUPLICATES_DETECTED: Use one of these records?" is a message Salesforce is sending back to Marketo, rejecting the attempt to sync the record. This means there's a setting in SFDC preventing duplicates from being created, possibly due to a custom deduplication rule on the SFDC side.  Recommended steps : Check the dedupe settings and check for these leads in SFDC based on the things other than the email address like first name, last name etc. You may need to work with your SFDC admin to determine why Salesforce rejecting the record as duplicate.Who This Solution Applies To Customers integrated with SalesforceIs this article helpful ?YesNo

Issue DescriptionHow to identify in which campaign the "Delete Person" flow step is used  Issue Resolution You 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, navigate to Admin > Treasure Chest to activate it.   Is this article helpful ?YesNo

Issue DescriptionMS Dynamics Sync shows that it is stuck at a certain percentage after a long period of time. Issue Resolution This is usually caused by enabling several Custom Entities at a time. To resolve this issue, you will need to sync the custom entities one by one so that the sync is not bottlenecked. If that does not resolve the issue, check how many fields are enabled for the custom entity.  A large amount of fields can cause a bottleneck, try to reduce the amount to have only necessary fields. Who This Solution Applies To Customer with Microsoft Dynamics CRMIs this article helpful ?YesNo

Issue DescriptionCan you remove a CRM from Marketo?Issue Resolution You cannot remove a CRM integration from an instance. Once the CRM of your choice is clicked (Dynamics or Salesforce) the instance is set to use that CRM for the remainder of its life.Once the login and mappings have been setup for a instance, the CRM instance or org cannot be changed as well.If for a reason you do need to change the CRM or the linked instance, you would want to reach out to your Customer Success Manager to get information on provisioning a new Marketo instance.

Issue DescriptionAfter syncing a Dynamics Custom Entity to create it in Marketo, not all constraints appear as options when setting up filters for the custom entity in a Smart list.Issue Resolution When a custom entity is added after the initial sync, it may not end up with a direct relationship in the database. To resolve this, fully refresh everything to see if that helps re-establish the relationship using the following steps: Remove all the references from this entity (which you can see under Object Properties: Object Used By") Disable the custom entityRefresh schema and re-sync the custom entity  Who This Solution Applies To Customers using MS Dynamics Custom EntitiesIs this article helpful ?YesNo

Included in this articleOverviewThe configuration changes between Marketo and Salesforce will stop the sync to the 16 affected fields. If you recreate those fields in SFDC, the backfill process will update those newly created fields with the current values housed in Marketo. With these existing values being backfilled into the newly recreated fields, Salesforce will see it as a regular data value change, which can cause other actions to occur from things like Apex Triggers, Workflows and 3rd Party Apps from the AppExchange. While the backfill process is still running, you could also see inaccurate data in SFDC reports. This doc will show you what to look for and how to prevent issues they could cause. Effects Inside of SalesforceMarketo is entering the existing field values into the newly recreated fields inside of SFDC. While Marketo views this as just “catching up” the values between Marketo and SFDC, Salesforce will view it differently. As soon as the new fields are recreated in SFD

Issue DescriptionHow to set up Wistia in Marketo.Issue ResolutionPlease follow the below link for Wistia marketo integrationhttps://wistia.com/product/marketo#setting_up_marketing_automation_based_on_video_viewing_dataIf you need further support on integrating this product, please reach out to Wistia support.Who This Solution Applies To Customers with Wistia