Adobe Marketo Engage Knowledge Base

IssueYou want to understand how Company IDs work within Marketo and how you can interact with these IDs, particularly when dealing with the Person's Company Object. You want to know: The nature and standard of the Company ID in Marketo.Can the Company ID be checked or modified by users without CRM or API integration?If people belonging to the same company share the same Company ID.How to update the Company Object information via the API for multiple leads associated with the same company?Clarification on which field should be used as the basis for updating Company Object information. SolutionMarketo manages Company IDs using two distinct identifiers: Company ID: This is a Marketo-specific identifier that is used to organize the link between companies and people within Marketo.External Company ID: A hidden system field used in non-native company object integrations. The Company ID can be accessed through the {{company.Id}} token, while the External Company ID is not directly viewable

IssueThere are discrepancies in the leads activity logs within Marketo, where the Email Delivered activity timestamp is sometimes recorded a few seconds before the Email Sent activity. This sequencing issue causes confusion for analytics teams, particularly when using external analytics platforms like Tableau, as the logical sequence would typically show that an email is sent before it is delivered. SolutionUnderstanding email statuses and utilizing Campaign Run ID for analytics: The confusion arises from a misunderstanding of how Marketo logs email activities and the meaning behind the statuses Sent and Delivered.   Email Sent Status: In Marketo, when an email status is logged as Sent, it indicates that the email has been considered for sending or queued for sending. The status does not mean the email has been physically sent through the servers but rather is prepared to be sent. The logging of this event happens shortly after the email is queued, which could be almost instan

IssueMultiple alerts are sent from the same campaign.  SolutionRecognize that Send Alert functions at the person level, triggering an alert for each individual in a campaign. Utilize Marketo's reporting to send a consolidated notification: Create an Email or Campaign Performance report.Tailor the report settings for the specific campaign.Schedule the report to be sent after campaign completion. This method provides a summarized notification, avoiding the repetition of alerts per campaign member.  Alternatively, use Send Alert for individual notifications where needed, such as: Alerting a lead owner of a form submission.Triggering personalized alerts for specific lead activities.  

IssueFiles uploaded to Marketo's Design Studio, like PDFs or image files, are assigned an HTTP URL instead of HTTPS. This discrepancy can trigger security warnings in emails, as modern browsers and mail clients expect secure links that match the SSL certificate's domain.  SolutionTo address this issue, follow these steps: Ensure you have a custom landing page rather than the default domain. See under Admin > Landing Pages.Apply an SSL certificate to any new domains added. Marketo won't do this automatically. You can contact Marketo Support to request an SSL application for your domain. Provide necessary details.After SSL implementation, send test emails to check for proper HTTPS encryption and the absence of security warnings.   By implementing these actions, asset URLs and landing pages in Marketo communications should be secure.

IssueLearn how to design smart campaigns using triggers and filters within the same campaign. Create a campaign that reacts to several different initiating actions or conditions, such as a change in lead status, form fills, or change in data values. Find out whether triggers and filters can be used together, how to combine them effectively, and how to apply advanced filter logic to achieve the desired workflow.  SolutionMarketo allows the combination of triggers and filters within a smart campaign. Triggers are considered as initiating events that start the campaign, while filters are used to further refine the selection of leads based on specific criteria. Triggers are always evaluated with an OR logic, meaning if any trigger event occurs, the campaign will consider it for further action. Filters, on the other hand, can be evaluated using AND logic, OR logic, or advanced logic, depending on the requirements. Steps for smart campaign configuration: Combining triggers and filters:

IssueLeads were uploaded into Marketo with the wrong opt-in date and time, which also synced with Microsoft Dynamics 365.  SolutionTo correct the opt-in date and time, do the following.Update information in Marketo. Prepare and upload a corrected list for the leads.Confirm the opt-in field in Marketo is not blocked from updates. CRM Sync The corrected data in Marketo will auto-sync with Dynamics 365.If auto-sync fails, manually update the opt-in dates in the CRM. Additional Steps Check for any automated actions triggered by the wrong data and rectify them If needed.Confirm data accuracy in both systems after updates.Back up data before mass updates to prevent data loss.  

SummaryWhen attempting to approve snippet error Access Token is Invalid appears. Have the customer sign out and sign back in. Seems maybe they got logged out somehow. IssueWhen attempting to approve a snippet you receive  "Access Token Is Invalid" error. SolutionThe error can occur when your internet browser logs you out of Marketo in the background. To resolve, sign back in to Marketo and retry the approval. 

IssueNew leads created through form submissions in Marketo are not being registered by the "Fills Out Form" trigger in associated campaigns. SolutionTo address this issue:Verify Referrer Value:You'll see a referrer value in the Fills Out Form. Confirm that the referrer value in the Fill Out Form activity aligns with the campaign trigger criteria.Check Configuration Changes:Inspect any recent changes to URLs that may affect form submissions.Communicate these changes to the Marketing Operations team for proper adjustments.Review Campaign Setup:Ensure the campaign is set up to include the specific form and that no filters exclude new leads.By following these steps, you should be able to resolve the issue and have new leads correctly trigger the Fills Out Form activity in Marketo campaigns.

IssueWhen attempting to move a folder with a program into a different workspace, the below exception is thrown:Rule is incomplete, '<Field Name> is...' requires valueIn the below example, the field name is 'New Status ID':  SolutionThis exception is thrown when a smart list within the Folder contains an incomplete filter. To resolve, you can either:1. Remove the Smart List filter that is incomplete2. Set a value for the Smart List filter

IssueWhen using Interactive Webinars, if a host changes the layout, previously on-camera speakers must switch on their cameras again.Is there a way to keep the camera always on when you move from one layout to another? SolutionThis is not supported due to privacy concerns. If a video pod is not present in a layout, the camera is turned off. If a video pod is present in the next layout again, the presenters need to switch on the camera again to consent to their video being shown again to everyone.There however is a workaround to this. A video pod can be placed on the poll pod layout but it can be positioned so that it is behind the poll pod.The size of video pod does not matters on this layout so it can be reduced so that it is completely hidden behind the poll pod. This way the video pod will be hidden and not visible to participants but since the video pod is present, the camera will not be turned off on this layout.On switching to the next layout (Intro), presenters will not need to

IssueYou may see the error "Program with name already exists" when saving a program name, and this is because Marketo requires each program name to be unique.There may be a scenario where you are trying to re-name an existing program to correct capitalization. (For example, your program is currently called "Test program" and you want to re-name it to be "Test Program", but you get this error message.)  SolutionAs a workaround to resolve this:1) Re-name your program with an extra character at the end, essentially to temporarily make it a different program name2) After that, re-name the program back to your original desired program name and it will save

IssueWhen retrieving result sets from the /rest/v1/activities.json end-point using a Paging Token, the result set returned by the API appears to be less data than what is in the Marketo UI.In this scenario, we're going to explore how and why Paging Tokens work when utilizing them in REST API calls. SCENARIOSay we wanted to grab all 'Send Email' activities (activityType = 6) that have occurred since 2024-04-12T12:00:00Z, and we're planning to pull these activities every two hours, and increment our paging token every two hours prior to making the /activities.json call to obtain the latest data. Current TimeApr 12, 2024, 8:00:00 AM (MST) == 2024-04-12T14:00:00ZWhat We Want1. Retrieve all Send Email activities SINCE  Apr 12, 2024, 6:00:00 AM (MST) == 2024-04-12T12:00:00ZWe would start by retrieving our Paging Token with the sinceDateTime parameter = 2024-04-12T12:00:00Z: /rest/v1/activities/pagingtoken.json?sinceDatetime=2024-04-1

SummaryLearn how to resolve the issue where Marketo only recognizes the first LinkedIn Lead Gen form and does not recognize any additional forms. IssueMarketo only recognizes the first LinkedIn Lead Gen form and does not recognize any additional forms. The problem persists even after disconnecting and reconnecting the LinkedIn account with Marketo. SolutionTo resolve the issue where Marketo does not recognize multiple LinkedIn Lead Gen forms, follow these steps:  Verify submissions:Ensure that each LinkedIn Lead Gen form has at least one submission. Marketo will not display a form in the dropdown lists for triggers or filters unless it has been filled out at least once.  Preview and test the form: Go to the LinkedIn campaign and use the ad preview feature to fill out the Lead Gen form yourself. This step is necessary for Marketo to recognize and sync the form.  Check for form activity: Once the test submission is complete, check the activity lo

SummaryLearn how to monitor the synchronization status between Marketo and Salesforce to ensure data consistency and operational efficiency. IssueYou want to check the Salesforce sync status to maintain data alignment and workflow effectiveness. SolutionMarketo now offers a user-friendly, built-in tool to monitor the Salesforce sync status. To use this tool: Log into Marketo.Go to Admin > Integration > Salesforce.Click on the Sync Status tab.

IssueOur organization understands that Marketo has a durable unsubscribe field. Is that the only field that is durable or are other fields like block listed, marketing suspended, etc... durable? The scenario here is if someone is deleted, then later comes back in via SFDC for example -- are other fields durable and thus, carry over to a newly created record with the same email address? SolutionThe durable unsubscribe is the only field that will persist if the lead re-enters Marketo. This is because we host that data in a separate database, whereas fields such as 'Block Listed' are hosted in your local database. (When the lead is deleted, then all data is wiped for that lead in the local database.) 

IssueAn attempt is made to add an API user to a 2nd instance and we get the error "This userid is in use. Choose another email." SolutionAPI Users are unique to an instance and cannot make use of the Universal ID feature. 

IssueMarketo Azure integration is not functioning despite having the correct configuration. SolutionOne suggestion is to remove the relay state in Microsoft Azure Single Sign-on settings. This field is not required in setting up SSO with Marketo.

SummaryDisable Require PKCE for syncing with SFDC via OAuth 2.0 IssueIf attempting to connect Marketo to Salesforce via OAuth 2.0, no authentication window is presented by Salesforce allowing for credentials to be entered, only showing "Redirect Failure" EnvironmentMarketo is not compatible with the "Proof Key for Code Exchange" authentication with Salesforce, "Require PKCE" in Salesforce Configurations SolutionDisable the "Require PKCE" checkbox in the Connected App during configuration of OAuth 2.0, prior to connecting Marketo via the Native SFDC Integration. Root CausePKCE not supported by Marketo's sync solution with Salesforce. This is documented in Adobe Experience League: Log in Using OAuth 2.0 | Adobe Marketo Engage

IssueAfter creating an Email Program with an A/B test, you create smart lists (or smart campaigns) and would like to use filters such as "Opened Email" for the A/B test email.When starting to type the A/B test email name into the smart list filter, the A/B test email name does not show as available to select (it may show a red squiggly line). SolutionThe Email Program (with the A/B test) needs to be in "Approved" status before the A/B test email assets can be entered into a smart list filter.

IssueAn email using a Velocity Script Token fails to send. EnvironmentMarketing Activities SolutionThere is a 40 custom field token limit per email. If you have Velocity script tokens present in the email and those tokens more than 40 fields, the email will fail to send. To resolve, ensure that velocity script tokens have less than 40 custom fields referenced. Root CauseThe Velocity Script Token in the email exceeds the limit of 40 Custom Fields. 

SummaryYour global form validation rule is setup/active in Admin, and the rule is enabled on the form, but the rule isn't working. IssueYour global form validation rule is setup/active in Admin, and the rule is enabled on the form, but the rule isn't working (emails that should be blocked can still submit) EnvironmentAdmin SolutionCheck the rule in Admin > Global Form Validation Rules and confirm that there is no '@' prepended to the email domains.The domains should look like the below:'gmail.com, outlook.com, acme.org...'Instead of:'@gmail.com, @outlook.com, @acme.org..." Root Cause'@' referenced in the domain name within the validation rule.

SummaryAdmin unsubscribe HTML is overriding unsubscribe language hard-coded into an email template IssueYou are trying to add unique unsubscribe text to a specific email asset template's code (for example: unsubscribe text in another language), but the Admin Unsubscribe HTML found in Admin > Email > Settings is overriding it.   EnvironmentDesign Studio/Admin SolutionTo implement dynamic unsubscribe text by language into an email asset, we recommend using the Segmentations and snippets, placing the {{system.unsubscribeLink}} directly into the email asset via the snippet as the presence of this system token in the email asset should override the Admin unsubscribe HTML.Make Your Unsubscribe Message Dynamic for Languages | Adobe Marketo Engage 

IssueWhen trying to reset a user's password under Marketo > Admin > Users & Roles, a popup error appears stating "Single id enabled users cannot have their passwords reset". SolutionAdmins cannot reset passwords for universal ID enabled users under Marketo > Admin > Users & Roles. The universal ID user should reset their own password themselves, by clicking on "Forgot Password" in the Marketo login page.

IssueYou encounter a "Couldn't connect to host" SFDC sync error. EnvironmentSalesforce SolutionThis is a message returned by Salesforce to Marketo indicating that for some time, Salesforce couldn't be accessed because the SFDC servers were temporarily down. This could be caused by transient SFDC Server issues/outages but is most commonly caused due to scheduled Salesforce database maintenance.When these errors occur, Marketo will continue to sync to SFDC where it last left off once the Salesforce servers are back up and running - however, this only applies to records already syncing with SFDC.If any records affected by this sync error were attempting to initially sync (through "Sync person to SFDC" flow steps, for example), then the flow steps need to be run again to push any of those records to SFDC for the first time. The global background sync works on its own and will automatically retry to sync any recently updated records (that were already previously syncing with SFDC) after t

IssueMy SFDC production instance is undergoing Instance Refresh Maintenance in SFDC. Will this impact the SFDC and Marketo sync?Salesforce Article:Help And Training Community SolutionProvided the org ID of your SFDC environment stays the same, it will remain connected to your Marketo instance.As best practice, double check with your SFDC team that all of your SFDC records will retain their unique IDs after the refresh.After the refresh occurs, double check that the Marketo connection in Marketo (under Admin > Salesforce) is intact.