Product Communities

Technically, you cannot move records backwards in a progression status.  The only so called “backward” status that you can change the record to is a progression status of “Not In Program”; however, doing this removes them from the membership of the program.  If you do this procedure, this will allow you to re-add them with a different status.   We mentioned technically this cannot be done but logically, there is another method that allows you to juggle the record’s progression status but in a more lateral movement with what appears to be in a “backward” state.  This is all dependent on how you have your channel steps configured.  To access your channel steps, please do the following:   Choose AdminChoose TagsClick the + next to ChannelLocate the channel you wish to configure and highlight itClick the drop-down menu towards the top of Tag Actions, and select Edit   You should now see a pop-up window that allows you to configure the status steps

Marketo recommends keeping the FT (First Touch) and MT (Multi-Touch) in separate reports .   Though they are attribution metrics, FT and MT use different measures to derive pipeline and revenue attribution.  One should not try to compare FT and MT metrics and having them in the same reports may cause confusion.   Step 1:  In RCE, Program Opportunity Analysis, identify the Program and Opportunity of interest.  If verifying FT, pull in relevant FT metrics. Ditto for MT.Also pull in Opportunity Closed and Opportunity Stage.  The combination will tell you if the status of opportunity (open, won, lost)  - which does affect attribution.   Step 2:  For the opportunity, find out the lead(s) associated to that opportunity and opportunity create/close date, status information. One way is to get this information is to do so in SFDC.  In SFDC, search for that Opportunity and scroll down to the Contact Role section to identify the

If you didn't "Grant access to all users” for “Choose security level” during the install of Marketo Sales Insight please follow the steps below.   1.  Grant access to all visualforce pages in the package to all required user profiles. 2.  Login to Salesforce 3.  Navigate to setup->develop->pages. 4. Click on security next to the required visualforce page that have mkto_si   Your users should now be able to access Marketo Sales Insight.

Issue: When I try to approve an email I get the following error: Error approving Email Name - Sending IP is empty or not valid Solution: You likely have multiple dedicated IPs and you did not choose which one to send this email from. 1. Edit Draft of the email in question. 2. Select which IP Address you want this email to sent from and click Save. 3. Close the email editor and under Email Actions click on Approve.      

  Marketo calls direct complaints received from email recipient Abuse Reports.  For more information about Abuse Reports review the links below: Why do people report abuse? What Is the Difference between an Abuse Report and a Feedback Loop Complaint? Abuse Reports: What They Are and How to Avoid Them   For additional articles reviewing compliance concerns refer to the articles below: What is a Blocklist? Feedback Loops (FBL) Finding Leads that are Auto Unsubscribed for Email Spam Complaints / Feedback Loop (FBL)  

In order to improve our targeting abilities, once a known lead has visited your website, we will override their company name by using their email domain. This way, even if the visitor is not currently at the office, but visiting your website from their house, instead of appearing as an ISP (Comcast Cables / AT&T..) they will appear as coming from the company associated with the email domain they used. For example, someone is known in Marketo Lead Database as 'john.doe@example.com' – once they have visited your website, they will show up as coming from Example Corp even if they are not currently at the office.   IP based geo-location targeting has a 95% accuracy rates for country level and around 85% for states which is why you may sometime see discrepancies. Location identification is not 100%, especially with ISP’s. Given this information, the visitors might be at their home using an IP that is registered as in the wrong city and sometime even state. On

Also see: RTP Javascript API   RTP asset discovery technology is discovering clicks on links that direct to files such as: PDF, YouTube, PPT etc. Also, it uses predefined URL patterns to count an HTML page as an asset (see: Enabling Asset Discovery - Marketo Docs - Marketo User Manual).   In some cases, the download (submit) button is not a direct link to the asset itself but to a javascript that opens the asset. When this is the case, it is required to code the asset discovery events in the page. The way to do it is by using the  rtp( 'send' , 'view')  API call. NOTE: this method can be used only with RTP API tag version This is how the code should look like:   rtp('send', 'view','/case_study1.pdf');      

Yes. It is possible to exclude specific pages or URL patterns from being tracked by the RTP tag. Contact support with the list of pages / patterns you want to exclude.  

There is an option to configure specific company names from being included in the RTP email reports (daily/weekly). Simply submit a support ticket with the exact names you would like to exclude and the support team will make the configuration.    

Issue: You have a Salesforce lead field that is not currently in Marketo but you want to have in it Marketo for use.   Solution: Login to Salesforce as a System Administrator user. Identify the Salesforce profile that is being used by the Marketo sync user by clicking on Setup -> Manage Users -> Users Once you have identified the Salesforce profile being used by the Marketo sync user, you will need to make the Salesforce field visible to the Salesforce profile of the Marketo sync user. You do this via "Field-Level Security" setting for the field in Salesforce.In Salesforce:  Click on Your name at the top right of the screen -> Setup -> App Setup -> Customize ->   Click the Salesforce object the field is under. i.e. Leads, Contacts, Accounts, Opportunities -> Fields Click on the Field Label hyperlink Click on the "Set Field-Level security" button -> check the "Visible" checkbox next to the Salesforce profile that is being used by

On the Schedule tab of a Smart Campaign, you'll see a count of the number of leads who are blocked from receiving emails:     Here are the reasons why your lead might be blocked from a mailing: Unsubscribed = TrueEmail Invalid = TrueMarketing Suspended = TrueBlacklisted = TrueEmail Address is emptyEmail suspended at in past 24 hours Leads that are blocked from mailings will run through the campaign's flow. However, these leads will be ignored any Send Email flow steps. They will execute all the other flow steps of the campaign. Note: If your Email is flagged as an Operational Email, Marketo will ignore the Unsubscribe and Marketing Suspended flags when running the Send Email step - but these leads will still count in the number blocked from mailings. Getting a list of all blocked leads First, set up a Smart List in your Lead Database to find all leads blocked from mailings as shown below. Make sure to set the list for ANY filter as highlighted below:   To

When a user switches to another language in their preferences not everything in Marketo will get translated. Specifically, any object that has an editable name is not automatically translated.   Type of TextExampleTranslated?Editable Text ProgramsSeeded ChannelsSeeded Marketing Activities FoldersProgression StatusesCustom Fields NoNot Editable Text Standard FieldsSystem Smart ListsGeneral User Interface Yes   When a user views content in a workspace that is not the same as their preferred language, the above table describes what would be translated.

IP Exclusion: did you exclude some IP's in RTP or GA? You'll need to make sure that visitors from these IP are not being tracked in both tools. Exclude internal traffic (GA)Exclude Specific IPs From Being Tracked (RTP) Segmentation: The conditions defined in the RTP segments do not cover all the website traffic.Tag implementation: The RTP or the GA tag is not installed on all the website pagesTag Timing: The data is sent from RTP to GA once both tags are loaded on the page.  In some cases, visitors are leaving the page before the data sent to GA. The recommendation here is to locate both the RTP and the GA tag higher in the code so they will load faster.Web Bot: RTP is treating web bots and crawlers differently than how GA does. There are cases where RTP identifies these "fake" user and doesn't show campaigns / send data to GA while the visit will be recorded in GA as all other sessions.Session Duration: A session in RTP last for 30 minutes from the last click, while in GA thi

What is the Golden Shield Project? The Golden Shield Project, commonly referred to as "The Great Firewall of China", is an initiative by the Chinese government designed to monitor and heavily censor all internet content. While most firewalls offer a protective shield around a corporation, Golden Shield places one around an entire country. Years in the making, the Golden Shield began operation in 2006.   How does it affect me? If you are sending email to China, it will be subjected to significantly stricter email filtering than any other country in the world. This could result in email delays, delivered emails with unclickable links, or flat-out non-deliverability.   What can I do to ensure email delivery? While there is no guaranteed way to ensure delivery (to anyone for that matter), there are some best practices you can follow that can improve deliverability when sending to China. Avoid commonly filtered content: Political and religious content aren’t only hot-butt

Included in this article   OverviewTroubleshooting Checklist: Verify that you are using the most updated RTP tag version on your website.  Verify that the RTP tag is the first script in the header of your pages – between the <head> </head> tags. Are you using a tag Manager?Check the campaign itself.   Overview Sometimes you may experience latency when your RTP campaign displays on your webpage and pages appear to load slowly. The following checklist will help you find issues that may be contributing to campaign latency.     Troubleshooting Checklist:   Verify that you are using the most updated RTP tag version on your website. Go to your website > Right click on the page and select "View Page Source" > Search for 'RTP' to find your tag. Verify that this tag matches the code provided for your instance. You can find more information on finding your RTP tag here.   Verify that the RTP tag is the first sc

Included in this article   Overview: Root Causes and Solutions: The image is too large and it takes a long time for it to load The image dimensions are not defined in the campaign editor   Overview: In some cases when creating a dialog box campaign that includes only an image, the dialog box won't render properly on the page. This might look like below:     Root Causes and Solutions: The image is too large and it takes a long time for it to load      Solutions: Wait to see if eventually the image loads properly. In this case, you will want to use an image that is a smaller file size.   The image dimensions are not defined in the campaign editor      The dialog box doesn't have any indication for what its height should be (auto-height is enabled by default).      Solutions: Select the image in the editor and click 'Edit Image' button Go to

Included in this article   Overview The Issue The Explanation   Overview Sometimes you'll see an organization show up as "ISP - Anonymous - Proxy" in your visitors list in RTP.   The Issue RTP is a powerful product with an immense database, but not every ISP can be found.  When we receive a visit from an ISP we can't identify, instead of omitting them from our results, we use the name "ISP - Anonymous - Proxy" and set the location to "United States.     The Explanation Pretty much any free Wifi signal you find like at a library or coffee shop will be listed as an Internet Service Provider (ISP). The admins for that ISP service can configure their network in any way they would like, including whether they allow for identification of their network. If there is no data provided, there's nothing for RTP or any other service to gather. In that case, that's when you'd see the "ISP - Anonymous - Proxy" listing for a visitor in RTP.

Included in this article:   OverviewViewing Visits in the Visitors List Example of what this looks like Explanation of How It Works Overview Often when looking at a segment based on "number of visits", you may see some leads who look like they should not qualify. These leads are usually qualified, but it may not be evident by looking at the matched visitors.     Viewing Visits in the Visitors List When viewing visits, the data scope is Daily / Weekly / Monthly: Because of this, a visitor might show up here as visiting for the first time (in the selected scope) but in fact, they visited a few times in the past before the selected time range. This is why a segment that is supposed to match visitors on their >2 visits may be matching visitors that show up as on their 1st visit.   Example of what this looks like Filter used in Segment: Visitors List Showing less than 2 visits   Explanation of How It Works RTP stores the total numbe

Explanation: In RTP the tracking is session-based, similar to most web analytics tools. A session starts with the first page view and ends 30 minutes after the last click on the website. For example: Scenario   RTP Result Visitor views 1 page on the website and leaves1 visit & 1 page viewVisitor views 2 pages on the website within 30 minutes and then leaves 1 visit / 2 page viewsVisitor views 1 page on the website, leaves, then returns 45 minutes later and views 1 page 2 visits / 2 page views

Overview RTP works very closely with your Marketo Lead Database to pull information about previous visitors, which makes it important for Marketo and RTP to keep accurate and matching information about visitors. There are 3 scenarios that can arise based on how much information is known about the visitor, and each is handled differently. These scenarios are described below.     New Lead with no Email Address and no Marketo Cookie When this kind of lead fills out a Marketo form: Their Marketo cookie is createdLead details will be updated and the Marketo-RTP sync process is initiatedThe lead will then be known to RTP and potentially eligible for personalized campaigns         Lead with Email Address but no Marketo Cookie When this kind of lead receives a Marketo email campaign and clicks on a link in the email: A new Marketo cookie is created for themThis creation initiates the Marketo-RTP sync process     Known Lead with an Emai

Included in this Article   Overview Troubleshooting WorkflowPossible Outcomes Overview Sometimes your RTP Campaigns have problems and stop working suddenly. This can obviously cause trouble for your marketing efforts, so this doc will show you steps on how to troubleshoot those issues.     Troubleshooting Workflow 1. Check the campaign's last impression time stamp           a. Go to Campaigns page           b. Locate the relevant campaign and click the Impressions link to see people that viewed the RTP campaign (make sure the time scope corresponds to the right dates when the campaign was active)               c. When you see the lists of visitors that viewed the campaign, order by Latest and check for the Last / most recent visit impression time stamp        2. Check the segment's last vi

Adding a div id to your website involves modifying the underlying HTML code of the site. This is a task that needs to be handled by your web team.   Before your developers can add a div id tag, they will need to know the name of the corresponding Zone id of the RTP campaign.        Go to Campaigns page             Edit the existing campaign          Find the Zone id in the In Zone tab of the campaign editor     Your web team will be able to add the div ids if you provide the Zone id and point out the regions of the website that you wish to be used for your campaign. We recommend to provide your developers with a PowerPoint including screenshots of your website, marking the areas that should be used by the campaign.   A developer will be able to add the div ids by editing the HTML and simply including id="Zone_id" into the desired div tags, repla

Included in this article   Overview Editing Labels Deleting Labels Overview RTP will allow you to add labels to your Segments and Campaigns. Here are the directions on how to do so: Label Your Segment - Marketo Docs - Product Docs Label Your Campaigns - Marketo Docs - Product Docs Sometimes Labels need to be changed or removed.     Editing Labels Currently it is not possible to edit labels   Deleting Labels You can delete labels using following process: 1. Filter the the page by the label you want to remove. 2. For each segment or campaign displayed, click the select box and then click Set Label 3. In the Set Label list, uncheck the label you want to delete.  When the label is removed from all segments/campaigns, it will be removed automatically  

Included in this article   Overview Embedding Videos into RTP Campaigns Overview RTP will allow you to embed a form into a campaign, but what about videos? That can be done too!   Embedding Videos into RTP Campaigns To embed videos in your RTP Campaign, you will first need to get the embed code or iFrame code information for the video service you are using.  We have links to instructions for some common video players below.   YouTubeVimeoWistiaKaltura   Once you have the necessary code, open the RTP Campaign Editor, click on the HTML icon to open the HTML Source Editor, and paste the embed code into the campaign.  

Overview These instructions will show you how to add a filter to Segments that will prevent a visitor from seeing the same campaign twice. When done this way, each visitor will only see the associated Campaign once and won't see it again.     1. Locate and select the User Context API filter (in the API category).     2. Select "Campaigns - Viewed" from the "Select field to add" drop down.   3. Select "is not" and insert the Campaign ID.     Where to find the Campaign ID The Campaign ID is the identifier used by RTP to specify which Campaign you are referencing. It can be found in the URL for the campaign once you've navigated to it. Look for the number in the end of the URL, just after "reactionId=".             4. Click the plus sign to add a second field to the filter. Choose "Campaigns - Viewed" as the second field, same as the first.   5. Select OR from the A