Feeling Lost? 5 Resources to Turn to When Taking on an Inherited Instance

Level 5 - Champion

Are you stepping into a currently running Marketo instance with no documentation in sight? There are a lot of helpful resources in your Marketo instance, on your Marketo support team, and within your own team that you can reach out to for insight into what exactly is going on in your inherited Marketo instance. 

 

Inside Marketo

There are some great resources right in your Marketo instance that you can dig into.

 

The Campaign Inspector can give you insights into which trigger and batch campaigns are currently running in your instance. If the Campaign Inspector is not turned on, you can enable it in the Admin section under Treasure Chest.

 

The Admin section is also filled with ways to see what is currently set up and running in your inherited instance. You can look into Custom Services, Additional Integrations, Users/Roles and more. Brooke Bartos‌ has a great post all about Navigating and Auditing the Admin Space.

 

Adobe Status Page

The Adobe Status page is a great place to learn about current issues Marketo is experiencing including minor issues, maintenance events, and more. Check on Adobe Marketo Engage under the Experience Cloud tab to find a timeline with status updates. Be sure to subscribe to updates by clicking on Manage Subscriptions in the upper right hand corner so you’re always kept up-to-date on all the important issues that could face your Marketo instance.

 

Marketo Customer Service Representative

There’s a couple of key Marketo contacts that can be key in helping you dive a little deeper into your specific Marketo instance. Your Customer Service Representative can answer many important questions about what’s been purchased (including any add-ons), your database limits, key contacts at your account, and can also help set-up any additional training for your or your team. To find out who your Marketo contact is, email the Customer Care Team at customercare@marketo.com.

 

Marketo Support

Make sure you’re an authorized Support contact either on your own or by contacting Marketo Support. Marketo Support can also provide insight on previous cases your organization had submitted which can shed light on where potential issues may lie. They can also share who else is an authorized Support contact at your organization and you can add them to your list of internal stakeholders to contact. 

 

Internal Teams

Perhaps your greatest resource when diving into an inherited Marketo instance is your own internal team. Whether or not you have a large Marketo team, there are several resources within your own organization that can give you insight into what is happening in your Marketo instance.

 

Web Development Team

●     Are the proper security protocols in place, such as SPF, DKIM, and DMARC?

●     Is Munchkin Code implemented on your website?

Marketing Team

●    Does the team use any tokenized Program templates or a Center of    Excellence?

●     What is the campaign creation process (including intake and quality assurance/testing)?

●     What on-going campaigns are running in Marketo?

CRM Admin

      ●     What’s syncing between your CRM and Marketo?

●     What is the CRM structure (Leads vs. Contacts, Accounts, Opportunities)?

●     Are add-on features integrated (e.g. MSI, Sales Connect, etc.)?

●     What other data sources are connected to the CRM?

●     Are there other parts of the tech stack?

Sales Team

●     What is the Lead Qualification process including lead scoring, hand-off, and SLAs?

●     What is the Lead Lifecycle?

●     What are Sales’ expectations of Marketo?

●     Who are the key Sales stakeholders?

Leadership

●     What was the motivation behind implementing Marketo?

●     What are important KPIs/metrics?

●     Who are the upper-level stakeholders (who are they, who should you contact, etc.)?

●     What are the business goals for Marketo?

 

By setting up a series of fact-finding meetings with the appropriate internal stakeholders, you’ll begin to shed light on everything at work in your Marketo instance. Ashley Langford’s blog on starting in a new instance has great pointers for the questions you should ask in these meetings.

 

What are your go-to resources when you come into a new instance with no documentation? What key stakeholders do you turn to for help?

2 Comments
Level 5 - Champion

Awesome insight, Natalie Kremer‌ ! I use the campaign inspector to see what is going on, then look at individual ops or live programs to see how it operates, is performing, etc. etc. and I will take some test members and dig through activity logs to get a feel for the program and how I can make it better or tweak it if needed. Love this blog post! (also loved Ashley Langford‌ 's post too.

I inherited an 7-year-old instance, and in a previous life would do assessments of existing MA platforms. I'd add that Audit Trail and Admin Audit Trail in the Admin Panel is super helpful to reverse-engineer items when needed. I usually run a 'healthcheck' on the different tiles, especially our data completeness to get a picture of what's going on. 

One helpful thing to check is Support Tools; you get there by navigating to https://app-xxx.marketo.com/supportTools/index (the xxx is where you put in your destination for your particular Marketo instance