Adobe Marketo Engage Knowledge Base

SummarySales Insight Email Performance Report grouped by Sales Rep exports file sorted by template rather then by sales rep.  Issue Sales Insight Email Performance Report grouped by Sales Rep exports file sorted by template rather then by sales rep. Subscription email displays report grouped by email template as wel Report within the Marketo UI will show as expected Solution   The current workaround exists for the CSV exported.            1. Export the report to a CSV          2. Format Columns A (Sales Rep) and B (Email Name) to sort A to Z in order to get a view by sales rep. Root CauseThis issue is scheduled to be addressed and resolved in the 2021 Q2 release Environment Sales Insight for SalesforceThis issue occurs within the subscription email that gets sent out of the report This issue occurs when exporting the report to a CSV file

IssueWhy is there a difference between the Exhausted Count displayed in an Engagement Program Stream vs. a smart list using the "member of engagement program stream is exhausted" filter? SolutionTo account for the difference in a smart list that is displaying a different number of people that have exhausted the content in a stream, in the smart list account for the other conditions the Exhausted Count uses: Engagement Program Cadence of "normal" - this can be included as a constraint on the "Member of Engagement Program" smart list filterThe members were not blocked - this can be included in the smart list by using the smart list filters: member of smart list is not blocklisted, unsubscribed = false, marketing suspended = false, email address is not empty and/or email invalid is false.Have not exceeded the communication limit at the last nurture cast - there is no specific smart list filter for this, so it will need to be manually checked in a lead's activity log.

SummaryThis method can be used when moving a CNAME from an old instance to a new instance. Often at times, when changing to a new instance, this question can come around, and ones would wonder how to do it or a solution on how to do it. This steps will show you the two phases which I will explain below. (Note: This would need to be done before the old instance deactivated) IssueA CNAME needs to be moved from an old instance to a new instance SolutionNOTE: You cannot have the same CNAME in two different instances (Pointing to two instances, e.g. cname1.company.com pointing to instance1.mktoweb.com and instance2.mktoweb.com)  Key terms:CNAME 1 = Initial cname in the old instanceCNAME 2 = Additional cname created in the old instanceINSTANCE1 = Old instance (Instance Name)INSTANCE2 = New instance (Instance Name)   Phase 1:--------------- 1. Create an additional CNAME (a replacement CNAME) which you would want to swap as the default in the second step. CNAME 1 > INSTANCE1

SummaryCreating many-to-many relationships with Marketo custom objects requires an intermediary object with one link to a Lead or Company and another link to a secondary custom object. Here's how to solve the problem of the secondary custom object not showing up to be selected as the linked object. IssueCreating a many-to-many or N:N custom object structure such that a lead or company can be associated with multiple custom objects and a custom object can be associated with multiple leads or companies at the same time. When adding a link to the secondary custom object, that secondary object is not list as an available linked object.    SolutionIf you find that the custom object you'd like to link to is not list in the "Link Object" list, there are two things two check: The secondary CO must be approved.The secondary CO must not have any link type fields. Since it's not possible to change a link field once a custom object is approved, if you already have link fields, the on

Issue-Error editing image in email: “image URL does not exist” or “image URL cannot be found”  Environment-SSL not enabled on Marketo instance-Browser blocks unsecured content SolutionOption 1-Set up SSL for landing pages (Recommended!  SSL should be a baseline configuration for all landing pages and tracking domains).Add SSL to Your Landing Pages | Adobe Marketo EngageOption 2 (Not recommended!   Warning! This is a security risk.)-Allow browser to view unsecured content (can choose to turn this setting back off in the browser after viewing the content)This link below describes how to enable this content in Chrome.https://docs.adobe.com/content/help/en/target/using/experiences/vec/troubleshoot-composer/mixed-content.htmlThis link below describes how to enable this content in Firefox.https://support.mozilla.org/en-US/kb/mixed-content-blocking-firefoxOption 3-Try to use a different browser or try turning off all browser extensions. Root CauseThis issue could be cau

IssueIn Salesforce on the Account level for Marketo Sales Insight, it does not show all the activities of the associated contacts. SolutionMarketo Sales Insight only shows certain activities depending on how recently they occurred on the account level. Interesting moments: last 60 days Web Visit: last 3 days Score Change: last 30 days Email: Everything If you wanted to check activities past these dates you would need to go to the contact level and check the history there. The reason behind this is because at scale if there were 100s of contacts under one account and all contacts are active and creating activities it would be difficult to sift through the activities and may cause performance issues due to the sheer amount of data being displayed which is why this limitation is in place.  

SummaryUnable to update Person Source as expected for records created with the LinkedIn Lead Gen Forms and Facebook Lead Ads integrations. IssueNew records created through LinkedIn Lead Gen forms as well as Facebook Lead Ads results in the records not updating the Person Source field as expected.  SolutionPerson Source may be set to block updates to the field as noted in the example for Block Updates to a Field - Marketo Docs - Product Documentation. To resolve the issue ensure the field is not set to block updates for the desired update method. Alternatively the Person Source values populated by the integrations can be kept and expected values can be updated to include these sources.  Root CauseThe LinkedIn Lead Gen Forms and Facebook Lead Ads integrations automatically update the Person Source to preset values when a new record is created in Marketo through the integrations. Blocking field updates to the field may prevent the value from changing to pre-co

SummaryResult for Smart List using Web Page constraint is greater than the result for the total of conversion on Landing Page Performance Report.  IssueResult for Smart List using Web Page constraint is greater than the result for the total of conversion on Landing Page Performance Report.  SolutionEnsure to append version number to the Landing Page when renaming and ensure each Landing Page has a unique name. Root Cause•             Smart List looks at the information written to the lead’s activity log.•             The Web Page constraint looks at the label and not the ID of the Landing Page.If the Landing Page was renamed, it will show a different result depending what is written to the lead’s activity log.>> Example 1:Lead A filled out the Form when the Landing Page was called LP1.Lead B filled out the Form when the Landing Page was called LP2.S

Questions? Ask Support! Securing your Adobe Marketo Engage Landing Pages By default, Marketo Engage serves domains as HTTP, and historically we’ve given our customers the choice of whether or not to secure their Marketo Engage domains (HTTPS); however, in 2018, browsers enforced new security measures to better protect their users - one of which was to flag all non-secure (HTTP) web pages with a visible "Not Secure" warning (the unlocked pad lock icon in the address bar). This effectively shifted the choice of using secured (HTTPS) domains from a best practice to a requirement. Marketo Engage's Secured Domains solution secures any and all domains defined in your instance so they will be served via HTTPS.  For a full explanation of the benefits Secured Domains provides, in contrast with a basic SSL certificate, please see this Nation Post.   NOTE: As of late 2019, Marketo Engage changed it's pricing/packaging to now automatically include a base Secured Domains package with ALL

If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution.Caution:If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1:Americas: +1.877.270.6586, Direct: +1.650.376.2303Europe, Middle East, & Africa: +353 (0)1 242 3030, UK: 0800 151 3030Asia Pacific: +61 2 8031 8188Japan: +81.03.4233.9014How to Escalate:Step 1.Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Suppo

IssueYou need to know the version of the munchkin script which is used by a particular web-page. SolutionMunchkin version can be found by following the below steps: Open up your web browserOpen developer console on your browser. Most other browsers use F12 to open developer tools.Visit the page on which the munchkin script is embeddedNavigate to the network tab of the Developer console and search for munchkin You should find two attributes named “munchkin.js” and one of them will show a similar request URL as seen below munchkin.marketo.net/154/munchkin.js The numerical value 154 is the munchkin version. NOTE: If you are not able to finds anything over the network tab, we would suggest that you refresh the webpage which has the munchkin script is embedded on it  

IssueYou need to locate the Munchkin ID for a specific Marketo instance. SolutionWhat is a Munchkin ID? Marketo's custom JavaScript tracking code, called Munchkin, tracks all individuals who visit your website so you can react to their visits with automated marketing campaigns. Even anonymous visitors are tracked along with their IP addresses and other information. The Munchkin ID is the unique identifier for a specific Marketo instance and insures tracked activity goes to the correct instance.  How to find your Munchkin ID  1. Log into the specific Marketo Instance you need the Munchkin ID for. You can verify the instance name by checking the listing in the top left of your browser.   2. Go to Admin and click Munchkin in the tree on the left in the Integration section.     3. The Munchkin Account ID will be the first thing listed in the Tracking Code box.  

IssueYou're receiving an error that states 'Not Allowed - Error approving <asset-name> - {{token-name}} : Token key not found' when trying to approve an email asset. SolutionCheck that token syntax is correctly inserted with no missing left or right 'curly' brackets '{{' '}}'Check that the field name of the token does not have any incorrect spelling (e.g. Email Address)If the token syntax is correct and the field name of the token is spelled correctly, it is possible that the field name of the token contains a Unicode non-breaking space (e.g. between 'Email' and 'Address'). This would have been inserted if it was copied across from a platform that was encoded with Unicode (e.g. Microsoft Word) - To rectify this, delete the space in the token and re-insert it with a normal space using the spacebar on the keyboard. Once this is corrected, the email approval should work.

IssueDiscrepancy between Marketo webinar atttendance and webinar provider attendence report SolutionCompare Webex report with Marketo Program members list to determine which leads are involved.Check to see if the leads involved have the same email address but used different names to register/attend. Workaround: Upload Webex final report to a static list and use the list to update the program attendance.  Root CauseWebex issues two reports, a preliminary when the webinar is finished and a final report approx. 12 hours later, which may have updated attendance info.  Marketo Engage uses the preliminary report to set the attended status in the program and does not update when the final report is released. EnvironmentWebexMarketo Event Program synced to Webex webinarFinal attendance report from Webex, not preliminary

  When a new lead enters Marketo from a form fillout or List Import, Marketo automatically searches for a lead with the same email address.  If that lead exists, the existing lead is updated instead of creating a duplicate. However, Marketo does not automatically de-duplicate leads who are already in your database. This is especially a problem for new customers who often have many duplicate leads in their database. Also, if you add a new lead directly into Salesforce (through the Salesforce import process or web-to-lead forms) Salesforce will create a duplicate lead that gets synced into Marketo. When this happens, you can use Marketo to find and fix those duplicates.   How Marketo handles duplicates   The primary consequence of duplicates is that one lead record could have the most relevant information about that lead while your sales rep is looking at the incomplete duplicate.   For example, say that you have a duplicate lead in your database

Required Profile Permissions for Marketo Synchronization API EnabledManage Public DocumentsManage Public TemplatesEdit HTML TemplatesEdit EventsEdit TasksConvert LeadsTransfer Lead*Transfer Record* Enable Read/Create/Edit/Delete access on the following required Standard Object Permissions: OpportunitiesContactsLeadsAccountsCampaigns (if you choose to enable campaign sync) From the Profile Detail page, click Edit and complete the steps in this section.In the old profile layout the following should help: Enable the following Administrative Permissions: API EnabledManage Public DocumentsManage Public TemplatesEdit HTML TemplatesTransfer Record * Enable the following General User Permissions: Edit EventsEdit TasksConvert LeadsTransfer Lead* Enable Read/Create/Edit/Delete access on the following required Standard Object Permissions: OpportunitiesContactsLeadsAccountsCampaigns (if you choose to enable campaign sync) Click Save to save your changes and return to the Profile Detail

Marketo users can configure Marketo to manage, nurture, and measure leads that are created from Google AdWords. We offer 2 options, depending on what type of web page is linked to your Google AdWords ad. Option 1: Link Google Adwords Ad to a Marketo Landing Page with a Form   This solution does not require custom codingThis solution does not require any additional cost Option 2: Link a Google Adwords Ad to Any Page on your Website This solution does require custom coding so that you can capture the PPC (pay per click) information when the lead comes back 'later' to fill out a form on your pageDepending on whether you have resources internally to do the custom coding, this solution may or may not require additional cost Reporting Available (for both Option 1 and 2) Number of new leads acquired by Google Adwords ProgramCost per new lead acquired by Google Adwords ProgramNumber of leads acquired by keyword/search phraseTop 10 keywords/search phrases which acquired new lead

Common questions around how Marketo can be used to track Google AdWords information:   Q: Do I have to install a special Marketo App from the Salesforce.com AppExchange to get this functionality? A: No, there's no special Marketo App to install.   Q: Will this require custom coding? A: For the first scenario, Linking a Google Adwords Ad to a Marketo Landing Page with a Form, there is no coding required at all. The second scenario, Linking a Google Adwords Ad to Any Page on Your Website, requires a little bit of coding. To help with that, the links to the appropriate KnowledgeBase articles are included in this document.   Q: I can not code, but I still want to capture my Google Adwords PPC information using Marketo. What should I do? A: If you do not have coding experience, it's best to go with the first scenario since it does not require any coding. If you are interested in the second scenario, then we recommend leveraging any internal resources you may have who c

When a Salesforce-specific flow step runs, sometimes extra steps are performed automatically. Here are the rules, so you know: These rules will apply when the lead is not currently in Salesforce.com as a contact or lead. Marketo Flow stepAutomatic ActionAdd to SFDC CampaignSync Lead to SFDCChange Status in SFDC CampaignSync Lead to SFDC Add to SFDC CampaignChange Owner Sync Lead to SFDC Convert Lead Sync Lead to SFDC Create TaskSync Lead to SFDC     You can filter out SFDC records in a Smart List using the SFDC Type Filter with the operator set to "is not empty".  All SFDC records have a value in this field.

The Charter of Fundamental Rights of the European Union recognizes in Article 8 the right to the protection of personal data. This fundamental right is developed by the European legal framework on the protection of personal data consisting mainly of the Data Protection Directive and the ePrivacy Directive. They lay down several substantive provisions imposing obligations on the data controller and recognizing rights to the data subject, prescribing sanctions and appropriate remedies in cases of breach, and establishing enforcement mechanisms to make them effective.  Although strictly speaking it is data controllers who bear legal responsibility for complying with data protection rules, also those who design technical specifications and those who actually build or implement applications or operating systems bear some responsibility for the data protection aspects from a societal and ethical point of view.  The law applies to all Member States of the European Union. However

  Marketo's Email Delivery & Compliance Team often recommends that our customers send a reconfirmation message to a set of their inactive leads. This process is used as both a proactive strategy to ensure good delivery rates and as a response to blocklisting issues. For more information on this overall strategy search our Resource Articles for Blocklist Remediation. At its most basic a reconfirmation message request a lead takes an action to stay on your mailing list.  If they don't take that action they will be automatically removed from the mailing list.These types of messages don't usually get a high response rate because you are sending the reconfirmation message to people who have already shown to be disengaged from your marketing. However there are instances where some reconfirmation messages get a more enthusiastic response than others so we've put together some tips for making the most out of reconfirmation.Instead of marketing your company itself think of it as

Setting an email to "operational" does the following No unsubscribe link automatically addedEmail will be sent to leads set to UnsubscribedEmail will be sent to leads set to Marketing Suspended   Note - when sending an operational message, Unsubscribed and Marketing Suspended leads will still be included in the "blocked from email" count on the schedule tab of the campaign.   When is it OK to use the operational setting?   Sending marketing email to unsubscribed addresses is illegal. For this reason, you should be extremely careful to only use this setting in extremely limited circumstances. Using this setting incorrectly violates Marketo's Terms of Service, and most antispam laws. There may be legal consequences for using this setting incorrectly. Good uses of the operational setting fall into two categories: Transactional messagesRelationship messages   What's a transactional message? A transactional message is part of a transaction that a lead has

Importing lists containing non-English names into Marketo may replace accented characters with invalid ones, often squares or non-alphabetical signs.   The "character set" parameter identifies a character encoding, which is a method of converting a sequence of bytes into a sequence of characters. This conversion fits naturally with the scheme of Web activity: servers send HTML documents to user agents as a stream of bytes; user agents interpret them as a sequence of characters. The conversion method can range from simple one-to-one correspondence to complex switching schemes or algorithms.   It is a good practice to set the browser to an appropriate character set before running the import. The most widely used are:   Unicode (UTF-8)A universal character set that defines the characters included in a majority of the languages of the world. It can work with pages and forms that include a mixture of languages within the same page.   Note: Old browsers may have

Here are some details about how Marketo emails are sent and tracked. Before sending your email Marketo makes a couple of additions to your email before sending it: Replace all the email tokens (ex. "{{First Name}}") with their database or default valuesWrap all links with Marketo tracking informationAdd an invisible image to track opens   With those changes complete, Marketo will attempt to deliver your email to the recipient. Email sends and deliver events Once the email is sent from Marketo's servers, a Send Email event is added to the lead's activity log. If the mail was successfully delivered, Marketo logs an Email Delivered event. Email bounces Sometimes an email can't be delivered. Marketo will place these email bounces into two categories: Soft bounceSometimes an email isn't deliverable immediately, but might be okay later - for example, if a recipient's mailbox is full. This is a soft bounce and is logged as an Email Bounced Soft event. Marketo attempts to deliv

Emails sent with the Send and Track button in the Marketo Outlook Add-in are tracked like emails sent through the Marketo web interface with a few caveats. Tracking multiple recipients If you Send and Track an email with multiple recipients, Marketo will log all click and open activities to the first recipient in the To... field.  Activity done by other email recipients will appear in the first recipient's activity log. New leads versus existing leads When you Send and Track an email and the recipient doesn't exist in Marketo, a new lead will automatically be created. Marketo will do its best to identify the name and company of the lead from the email. When that's not possible, "mktUnknown" will appear in those fields. (Some CRMs will reject leads without a last or company name.) See this article for more: Send and Track an Email with the Email Add-In for Outlook - Marketo Docs - Product Docs When you Send and Track an email to a lead that already exists in Marketo, the em