Requesting a Product Feature

Version 2

    Ideas

    • Customers are encouraged to use the Ideas section on the community to share their ideas for new features or enhancements to the product.
    • The more "Likes" an idea gets, the more likely Marketo will add it to the product roadmap. Therefore, vote for ideas you like!
    • The Product Management team reviews ideas every week, and will add as many great ideas as possible.
    • Getting started in the Marketo Community - https://marketo.my.salesforce.com/articles/Article/Get-Started-with-Marketo-Community?popup=true

     

    Request through Premier/Elite Support

    • Elite and Premier customers should discuss their business requirements with their named support engineers (NSE)
    • Support Engineers will work with subject matter experts (SME) to come up with solutions
    • Champion with Product Management for product enhancements
    • Depending on the nature of the issue, Product Management will review and come up with a plan
    • Support will communicate the plan to the customer

     

    Situation Management

    • Customers can reach support management through the escalation process, and create a Situation Management case by directly emailing supportescalations@marketo.com
    • Customers should discuss with management about product enhancements and how critical the enhancements are for their business
    • Management will discuss with product management regarding the feasibility
    • Management will communicate back with a plan

     

    Quarterly CS Roadmap discussion

    • CS teams should collect and prioritize feedback from teams
    • The Support team can send an email to Tier 3 to include an enhancement request in the roadmap discussion
    • CS functional leads to identify common themes, and prioritize across CS groups
    • PM/Engineering feedback will be captured during meetings in Smartsheet
    • All information can then be revisited ongoing as needed