Adobe Marketo Engage Knowledge Base

IssueUpdating an Email Template is creating a draft for existing emails without the desired changes     SolutionWhen changes are made to an Email Template in the Design Studio that is already in use and those changes are approved, it will create a Draft for any existing Email that was created from that Template. If the draft is not reflecting changes you would like to see made, you may have included the changes within a mktEditable or Editable class <div> tag. The content within a mktEditable class element within an email template are ignored from any changes as they are considered to be "default content". Any content within these elements will not see any changes made to them based on changes to the template, and will only be seen when creating a new Email asset. You can update an editable section to remove it's editable status, however this will remove any changes to the content done in any email. You can see which elements can be classified as Editable here: ht

IssueEven though the report and Smart List may be looking at exactly the same thing (e.g. an email sent to a specific group on a specific day), many times the numbers in the report do not match the results of the Smart List.     SolutionReports in Marketo like the Email Performance Report are returning results of activities that occurred in your instance, while Smart Lists return results of currently existing person records.  When a person is deleted or merged, the activities associated with the person do not get pruned or purged. So a Smart List that looks for opened email will return all the currently existing records who have that open activity but will not return results of deleted or merged records.  Conversely, a report looking at the same thing will return all activities, even if the records no longer exist.    

IssueWhen there is a change to a field in your CRM that is mapped to a Marketo score type field, the next time the sync processes the change will be reverted and there will be a "Sync Person Updates" activity logged showing that the original value got pushed back from Marketo to the CRM. SolutionScore type fields are designed to be managed solely by Marketo, since that is a unique field type to our system.  Scoring is intended to be handled by the scoring campaigns that you set up in Marketo, and pushed to the CRM if necessary. If you have a score field that you intend to put processes in place where your CRM will be updating the values, simply make sure that the Marketo field that it is mapped to is an Integer type field.  

IssueHow to pull out the stats on which devices emails are being opened on.     SolutionIn a Smart List, you can use the filter "Opened Email" and you have the constraints of "Is Mobile", "Device", "Platform", and "Browser" to choose from. You can build a Smart List for each device you are interested in reporting on.

IssueThe subject line for an email sent out to leads did not match what was set for an approved email.  SolutionThe email may have Dynamic Subject Lines enabled. Dynamic Subject Lines allow you to set dynamic content for the subject line based on the Segmentation of your leads. Visit our Documentation for further information about segments and dynamic content.Segments: Create a segmentationDynamic Content: Using Dynamic Content in an emailThe issue can be resolved by converting the subject line to a Static Subject Line. A Static Subject Line is a single line of content that will send out to any recipient of your email, regardless of their segmentation. You can do so by doing the following:  Click on the Subject Line to bring up the Subject Line edit buttons.Click the Make Static button

IssueWhen trying to edit an email you are receiving the error "Cannot Load Email" with out any other details. This is only when trying to edit the email, other functionalities like cloning still work.  SolutionThe reason you are receiving this error message is because the HTML of the email has been corrupted.Extract the HTML of the email by following the instructions here:https://docs.marketo.com/display/DOCS/Download+an+Email's+HTML Find the email and select itIn the Email Actions Drop down click Download HTMLOnce the emails HTML is extracted you can check on the errors by pushing the HTML through a validator (https://validator.w3.org/) **If no Errors are evident please create a support ticket.If there are errors but you would still like to use the HTML in an email.  Create a new email, replace the HTML with the extracted content from the old emailAppend the HTML to resolve any errors that would corrupt the contentSave and Approve Email for use in campaigns and programs

IssueWhen you click on ‘Forward to Friend’ link on an email template, it redirects you to the below 404 error page.       SolutionThe ‘Forward to Friend’ link will work only in a sent email and not on an email template. To test this functionality, you need to create an email using the template which contains "Forward to Friend’ link and then send the email to your test lead using a run action.  It will not work properly with a send sample. Open the email and click on the "Forward to Friend" link. Once clicked the email will open on a webpage and then the below "Forward to Friend" box will be visible.   This is a article attached imageThis is a article attached image   To know more about "Forward to Friend", refer the below document.   http://docs.marketo.com/display/public/DOCS/%27Forward+to+a+Friend+Link%27+in+Emails    

IssueSyncing a SFDC custom field that is not on the Lead, Contact, or Account object.   SolutionAny custom field created in Salesforce that is not linked with Lead, Contact or Account objects will not sync to Marketo. Only the Lead, Contact and Account objects can be synced down to Marketo by default. If you would like to have any custom field synced to Marketo, it must be associated to a Lead, Contact or Account object in Salesforce. Custom Objects created in your Salesforce instance can be part of Marketo too. To use a custom object in Marketo, it must be associated to a Lead, Contact or Account object in Salesforce as well. For more information on syncing Salesforce Custom Objects, please see the documentation here: SFDC Sync: Custom Object Sync. Fields on the SFDC Custom Object do not become fields in the Marketo lead database, but can be used as filter constraints on Custom Object filters - Add/Remove Custom Object Field as Smart List/Trigger Constraints.  

IssueWhen you try to drag and drop elements (form, rectangle, etc) into a free-form landing page, nothing happens.     SolutionIf the free-form template is not mobile compatible, you may experience this issue. Please make the template mobile compatible to fix it. Refer this article to make the existing free-form template mobile compatible: Link - https://docs.marketo.com/display/DOCS/Make+an+Existing+Free-form+Landing+Page+Template+Mobile+Compatible    

IssueCan a Default program in a nurture stream be changed to the Nurture Channel for reporting purposes? SolutionProgram Channels can only be applied to one type of Program. Nurture Channel will only be usable on a Engagement type program. You can however have multiple channels avaliable for a specific type of program! So you can have one program type with multiple channel options, but you cannot have one channel used for multiple program types.

IssueEmail Program Audience count is different than delivered/bounced email count. SolutionThe Audience number doesn't refresh or update once the Smart List is created, so the number of qualified people can change between then and sending the email. That is normal. If you want to double check the people, you can click the refresh button on the Audience pane of the email program just before sending, or create a separate Smart List with the same filters just before you send the email. Also be aware that the Audience may include duplicate leads, or leads that have reached their communication limit. These leads will not show as blocked, but will not be sent the email

IssueUsing boolean fields as a token in the Create Task and Change Data Value flow step results in flow step skipped with invalid token message. SolutionCreate Task and Change Data Value flow steps cannot use tokens created from Boolean or formula fields.      

IssueIs it possible to add Lead Partition/Workspace information in a custom Revenue Explorer reporting?     SolutionRCE does not have the ability to segment reports by Lead Partition or Workspace. One possible workaround for leads is to create a custom field on a lead's record and populate it with the partition name.  There is no such option, however, for assets in different workspaces.  

IssueHow to select specific campaign or program emails for your Email Link Performance report. SolutionEmail Link Performance report can customized according to specific campaign or a program. In the report Setup tab, you can change the selected emails to the entire campaign folder, or even select individual emails.  

IssueAfter running an A/B test, some records appear to have received both Test and Winner.     SolutionIn an A/B test, the sample size of the audience is sent the variants, and then for the winner: the entire audience minus the test audience is sent the Winning email. So let's say that you received both Test and Winner. This means you have duplicate records in the database. Marketo is designed to not send duplicate leads the same email at the same time. So one of the duplicates is qualified for the Test, and then when the Winner is sent, it's the total audience minus the test audience, the Winner is sent to the duplicate record. This above situation can apply to Lead Records as well, because of duplicates with the same email address, but also duplicate records that may have a FWD set up between them (record B emails FWD to Record A email address). To reduce the chances of this happening, you may wish to run a de-duplication pass on your database.    

IssueYou are utilizing Forms on Marketo Landing Pages, and want to run reporting on these forms.     SolutionCurrently Marketo has reporting for Email assets and Landing Pages. We do not have the ability to report on Forms specifically. One option would be to use Web Page reporting  -  this reported information would be limited to Marketo Pages with numbers of records who filled out the form, listed under "conversions." You could then create a Smart List to identify leads who have filled out these forms.        

IssueA Change Data Value activity gets recorded on a person record but the Updated At field for the record doesn't get changed to reflect it.   SolutionThe "Updated At" field in Marketo is a system managed field that gets refreshed any time that there is a data value change to a person field, but not when the field is on the company object instead.  To confirm what object the field in question is on, search for it in Field Management and check what folder it is located in.  The folder Info (or Lead Info) contains person fields while company fields are contained within the Company Info folder.

IssueYou want to customize the error message shown if a form field is left blank or the wrong type of data is entered. SolutionOpen the form in Design Studio and select the field you want to update the validation message for. Select "Validation Message" on the right hand side of the screen. In the dropdown menu, select "Custom instead of the default "Standard" and enter your custom error message.        

IssueA lead was not sent an email by a Smart Campaign even though they should have qualified for the Smart List.     Solution* Check if the lead has reached the daily or weekly communication limit. https://docs.marketo.com/display/public/DOCS/Enable+Communication+Limits https://docs.marketo.com/display/public/DOCS/Apply+Communication+Limits+to+Smart+Campaign   * Check if the lead has a duplicate lead with the same email address that was sent an email already.   * Check if the campaign is set to qualify leads only once. If the lead has ran through the campaign previously when it had different flow steps, then the lead cannot qualify for the campaign again even though the flow steps have changed. https://docs.marketo.com/display/public/DOCS/Edit+Qualification+Rules+in+a+Smart+Campaign   * If all leads in the campaign were not processed, check if there is a campaign restriction. https://docs.marketo.com/display/public/DOCS/Enable+Person+Restrictions+f

IssueDo webhook calls contribute to the daily API limit/quota visible in [Admin > Integration > Web Services > API Call Information] ?   SolutionNo, webhook calls are not counted as part of the daily API limit. Webhooks do not have any execution limits.  

IssueYou see a soft bounce on a lead and in the details you see it show System send failure: Reply-To address parse error (value of the address) SolutionConfirm the tokens you are using are for the proper field and that the value for the field is an email address. The parse error occurs when we cannot generate or create a proper email address in the From Email or the Reply To Email fields. The error will show in the parenthesis the value we tried to put in.. For example Service Department is in the parenthesis, this would be an example of a incorrect field being used.

IssueYou have a Marketo form embedded on a non-Marketo page.  When you open developer tools in your browser you see: "Error loading form: Object error: true errorCode: 400 message: "Subscriber <Your Munchkin ID> is not valid" "   SolutionThe form embed code you are using is looking for your instance in the wrong place. Check the URL when you first log in to Marketo, make sure the sub domain in that URL matches what is in your embed code. For example: If you see app-sjst.marketo.com/ then make sure you have that same "app-sjst" in your embed code. Please note: This may vary between your sandbox and production instances.        

IssueAdditional domains or subdomains need to be configured for Web Personalization (RTP). SolutionIf you want to add a new domain, check your subscription or contract to see how many additional domains are included. Your Customer Success Manager should be able to provide this information If not all entitled domains are configured in Marketo, reach out to support to add the domain(s)If all entitled domains are configured in Marketo, reach out to your Customer Success Manager to purchase more.   If you wish to add a subdomain, reach out to support as additional subdomains do not incur a cost.  

IssueYou want to measure who clicks a specific link that uses a query string from a landing page, but when you try to use this logic in a smart campaign or smart list, it tells you the URL can’t be found, even though you can see the URL embedded on the landing page.   SolutionIf you are using the link "marketo.com/company/contact/?firstname=test", then you need to seperate the url into the link and the query string. The root domain (Link in the filter/trigger) will be marketo.com/company/contact/ and the query string (from Add Constraint dropdown) will be firstname=test. This will allow you to correctly track the links you are wanting. Make sure that you have the correct Web Page associated as a constraint as well.   For a better understanding of what query strings are, they are the parameters that are preceded by the "?" in the url.Detailed Doc :- on UTMs and Query string parameters :- Tracking Lead Sources Using UTM Parameters    

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