Adobe Marketo Engage

Issue DescriptionConsider a scenario where you wanted to setup a campaign flow in such a way that their program status needs to be changed as “Influenced” if they are currently not a member of that program and the default choice is “do nothing” as seen in the below screenshot. However, you will be able to see that for records who isn’t member of program is getting assigned with default choice and not with the choice 1.Issue ResolutionThe flow step will change the program status to influenced only if they are member of program and have the status anything apart from "No show", if not default choice will be selected. The flow-step will not add the lead to the program and then change the program status when "Add choice" is used in the "Change program status" flow step. If there inst a choice added as shown in the below image, then the person will also be made a member of the program if they weren't already.Who This Solution Applies To

Question:Can I add an attachment to a Marketo Email?Answer:Marketo does not support attachments at this time. As an alternative, you can host your file in Marketo and add a link to the file in your email.Add Images and Files to MarketoFind the URL of a File Hosted in Marketo

Included in this articleOverviewMarketo's Live Chat offers a great way to get the help you need. Chat live with Marketo experts and we’ll answer your questions, point you to detailed support resources, or open a support case. Our Live Chat Support feature is a convenient way to connect with us.Live Chat AvailabilityMarketo Live Chat is available around the clock during the week on a 24x5 schedule, excluding regional holidays. Access to Live Chat depends on your support level as shown below:OnlineBusinessPremierEliteSupport PortalXXXXLive ChatXXXXPhoneXXXStarting a Live Chat SessionYour Authorized Support Contacts can start a Live Chat session by visiting the Support Portal at support.marketo.com. Locate and click the Live Chat link or button to initiate a chat session. If you do not see this panel in the Support Portal, you may not be an Authorized Support Contact. Please contact your Marketo admin to manage your authorized contacts.Where to Locate the Live Chat ButtonThe live chat opt

Overview Beginning August 15, 2018, Marketo will implement a new policy for the retention of marketing activity data. Under this policy, Lead Activity and Campaign Membership data will be stored for a rolling 25 months past the activity date, and certain high-volume activity data will be retained for a rolling period of 90 days past the activity date. Beyond these retention periods, this data will not be available.   This change in retention will enable Marketo to continue to meet the performance demands of its customer base while providing clear expectations for data retention across the platform.   Customers who wish to export marketing activities that are older than 25 months or high-volume activities that are older than 90 days should do so before August 15, 2018. After this date, Marketo will apply the new retention policy and the older data will no longer be available.     Summary of Changes There are three components to the data retention policy: a retention

Included in this articleOverview Your Premier Support entitlement has been enhanced with a Premier Success Team. Now, your Named Support Engineer is part of a 5-member Premier Success Team whose members work in concert to provide a full range of complementary skills. All your Premier support features remain intact (Mentoring Sessions, Accelerated SLAs, etc), but now your Named Support Engineer will be backed by a focused team of Premier Support Engineers to deliver world-class support tailored to meet the needs of your account.BenefitsEach team is led by two Lead Support Engineers, and aided by three Premier Support Engineers. With a larger team, your engineers can specialize in specific knowledge areas, and we can connect you with our most senior engineers for your half-yearly instance reviews and mentor sessions. This will help to increase case resolution speed, decrease escalations, and elevate your overall support experience. Your TeamBethany Sweet, Senior Technical Support Enginee

Issue DescriptionYou tried to send a test email through Tout but it is saying that you need to set up an SMTP server.  The email identity set-up has the Tout servers enabled in my account.Issue Resolution We no longer offer ToutApp Default delivery channel. Customers can either use office365, gmail, or a custom delivery channel. The easiest way is to connect to their gmail account and use gmail as the delivery channel. Here are some docs that will help with set up as well as basic information around smtp servers & delivery channels:docs.marketo.com/display/DOCS/Setting+up+Your+Delivery+Channeldocs.marketo.com/display/DOCS/Verify+Your+Emaildocs.marketo.com/display/DOCS/Setting+up+an+SMTP+ServerWho This Solution Applies To ToutApp Customers

Issue DescriptionWhen 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. Issue Resolution  The 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.

Issue DescriptionWhy 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 do not appear in the Opportunity Analysis report?Issue Resolution The attribution settings is 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.Who This Solution Applies To Customers using Revenue Cycle Analytics

Issue DescriptionCan Email Insights Quickcharts be shared across users within Email Insights?Issue Resolution At this time Email Insights saved Quickcharts are user-specific and cannot be shared or viewed by other users. You can share the quick chart with anyone by downloading the chart as a PowerPoint or Excel file. Who This Solution Applies To Email Insights Users

Issue DescriptionWhenever a lead enters Marketo, it is being deleted automatically. Issue Resolution Marketo will never delete any lead records on its own unless you have setup a trigger or batch campaign to do so. We suggest you to review your campaigns in Campaign Inspector and check for the campaign that is using "Delete Person," or "Delete Person from SFDC" with the value true for "Delete in Marketo." If you have figured out the campaign and you would like to restore the deleted leads, contact support (https://nation.marketo.com/docs/DOC-1670-about-support) and they may be able to restore the deleted leads with a buffer period 30 days from the date of lead deletion.  Is this article helpful ?YesNo

Issue DescriptionG tags such as <g class="gr_ gr_19 gr-alert gr_gramm gr_inline_cards gr_disable_anim_appear Style multiReplace" id="19" data-gr-id="19"> </g> are added to the HTML edited in the TinyMCE Editor Issue Resolution This code is caused by the 3rd party browser extension Grammarly when an edit to an text component is made. This is not something in Marketo's control due to how Grammarly is modifying the text.  Is this article helpful ?YesNo

The Form Library lets you style your forms with an up-to-date look and feel just by dragging and dropping the CSS into your Marketo landing pages or template.  As a side note, the Form Library ONLY styles input, textarea, and select (drop-downs) fields and NOT your radio buttons or check-box selections.  Here's how it works:1. Choose a form from the table below by clicking on the image.2. Download the zipped file to your desktop.3. Open the file and upload the provided images into your Marketo image library.4. Open the provided code and replace "mktoWeb" with your directory name. Example: <style>.mktInput input, .mktInput select, .mktInput textarea  {background: url(rs/mktoWeb/images/input_bg.png) repeat-x scroll 0 0;border: 1px solid #D4D2D2 !important;font-size:20px;padding: 8px 10px;cursor:pointer;} .mktInput input:focus, .mktInput select:focus, .mktInput textarea:focus  {background: url(rs/mktoWeb/images/input_bgHover.png) repeat-x scro

What is HSTS? The HTTP Strict-Transport-Security response header (often abbreviated as HSTS) lets a web site tell browsers that it should only be accessed using HTTPS, instead of using HTTP.  This prevents man-in-the-middle attacks by telling the browser it should never interact with their domain without first establishing a secure HTTPS connection.   What does this mean for Marketo assets? A domain can assert the HSTS policy for all of it's subdomains.  This means both the subdomains used for Marketo landing pages and the subdomains for Marketo tracking links must also be secured with SSL certificates.  If HSTS is asserted and the Marketo subdomains are not secured, people that visit landing pages or click on tracked links in emails will receive security errors and browsers will not load the pages.   This is resolved by purchasing both Secured Domains for Landing Pages and Secured Domains for Tracking Links.  There are very few exceptions where a domain u

When a customer triggers a blacklisting on Marketo's shared IP range that customer is moved to a set of IPs we call the quarantined IP range.  We do this to protect the health of our shared network and ensure the best deliverability possible for all of our customers on that network.   If you have received a Blocklist Notification from Marketo reporting that you have triggered a blocklisting your Marketo account is now in the quarantined IP range.   While you are in the quarantined range it is possible that you may experience a slight decrease in your deliverability rates. The reason for this is that you are now sending from a range made up of senders that have also caused other blocklist issues. All customers have received a notice of the listing and are in the process of repairing their database.   There are two ways to be removed from the quarantined IP range: Follow the steps outlined in our Blocklist Remediation article. Be sure to fill out the form referenc

Issue DescriptionYou have developed a Marketo landing page and enabled Personalized URLs (PURLs) for your records, but when people visit the PURL form pre-fill does not take place. Issue Resolution When a person visits a PURL landing page, the form pre-fill checks their Munchkin tracking cookie to identify what values to populate for the form fields. If that person has a Munchkin tracking cookie associated to a known record in the database, it will pull and populate the information from that record. However, if this is the first time this person has visited a Munchkin tracked page or their browser is tied to an anonymous record, the pre-fill will not populate any information into the form. The customer/prospect will need to fill out a form or click on a tracked link in an email sent from Marketo. This will allow future PURLs that people visit going forward will have pre-fill populate as their cookie will be tied to a known record in the database.    The web page visit will be associate

Issue DescriptionLead fails sync to SFDC with the error INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST: bad value for restricted pick list fieldIssue Resolution This happens when the Marketo field has a value that is not available in the list of accepted values on SFDC. We suggest that you check with your SFDC admin to find out the list of accepted values and make necessary changes.Who This Solution Applies To Customers integrated with Salesforce

Issue DescriptionEmail Insights does not display any data or metrics for specific program when the emails in the program are operational. Issue Resolution Operational 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."docs.marketo.com/display/public/DOCS/Email+Insights+FAQ Who This Solution Applies To Customers using Email InsightsIs this article helpful ?YesNo

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