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New to Community? Follow these 3 easy steps! Understanding the Community Updating Profile when Switching Companies Community Icon Glossary Support in Community Understanding Support in the Community Create a Ticket in Community Manage Authorized Contacts in Community Accessing My Company Space Community Profiles Adding New Skills and Expertise Connecting in the Community Disable Email Notifications Understanding Statuses Update a Community Profile Upload Avatar and Profile Photo in Community Content in the Community Create Content in Community Creating Messages in Community Move Content Between Spaces Understanding Common Content Functions in Community Understanding Content in Community Social in the Community Marketo User Groups Searching in the Community Understanding Marketo Points Using Shout Outs in Community Using Tags in Community

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We are very excited about the new Marketo Community and we know you will enjoy it too! We moved some things around and changed what we call certain things. There are some new features and content that you can use. Here is a summary to help you navigate the Marketing Nation Community: The Old Marketo Community The New Marketing Nation Community Full Support Experience You are still able to create and browse thru your cases but you also have a special secret group where you can discuss privately with your team and Marketo right here in our community. Help Content Link Throughout the site, we will link you to our Product Docs site type. Look for this graphic:  Resources Our support team curated and updated a special set of Support Solutions in Support and will continue to add additional content in this place so please be sure to Follow that place to keep up with any updates. Help Articles If you did not notice already the Marketo Super Ball on the top left corner of all our websites and the Marketo Product, go ahead and click on it now! You will see some key links and one of the is the Product Docs (Formerly called Help!) Badges & Points New and revamped structure providing more badges and opportunities to level up. The points you earned on the old site have been migrated to the new site so you don't have your points be reset forcing you to start from scratch. If you had 1001 points on the old site, you will start at 1001 points on the new site. Discussions & Ideas We migrated all Discussion Threads and Ideas from 2013 on to the new site. Your profile information Some things are new and profiles are richer in here so please take the  opportunity to make yourself known. We did carry forward most of the information you provided in the past. Certification Status If you hold a Marketo Certification it is now part of your profile and others in the community can see you have worked hard to earn your certification. Other community members may follow you and your comments and contributions are very valuable to the entire community. Here you can find Marketo Certified Users. University You will now be able to find the University content by clicking on the Marketo Super Ball located in the upper left part of this web page. All New! Learn about Digital Marketing and Marketing Automation Learn from marketing thought leaders in the special Marketing Central‌ area of our community. Share best practices and collaborate with Marketing Nation peers. Marketo Super Ball You can access all Marketo Sites and the Marketo product via the Marketo Super Ball. People and Expert Search You can now find experts based on their expertise in a Particular Product Area, if they are a Marketo Champion, a Marketo User Group (MUG) Leader or are a Marketo Certified User. User Groups We're excited to welcome our user groups into our new community! The LinkedIn groups will be phased out. Events Start your Marketo event participation well before the actual event started, join the conversation, see who is attending, and make connections to make your event participation as productive as possible. During the event, catch-up on activity and sessions you did not get a chance to attend. Keep in touch after the event, sharing your stories, watch videos, and give us your feedback. Partners You now can find all of Marketo's Partner related information in one place. Note that there are private areas here for our various partners program.

The icons in Jive can be really handy at helping you know what kind of content or area you are looking at - but only if you know what they mean. This is a guide, or key, to these different icons. Icon Meaning Description Status Update A great way to "work out loud" and let people know what you are up to, or to spread the word on an event, new content, etc. Blog post Blog posts are typically the content choice for making announcements, sharing an opinion, or pointing out some new materials you have added to the community. Document Documents are meant to be used for reference, i.e. a more permanent record of a policy, product information, instructions, etc. It can have supporting attachments, but the "important stuff" should be captured in the document text. Discussion Thread (not a question) Discussion threads can be marked as questions or just discussions. If you are expecting a definitive answer, you should leave it marked as a question so that you can then mark the correct answer (as well as helpful answers) and let everyone know that the discussion is "complete". Note that there is no magic ability for the system to mark the correct answer once it is provided. That is up to you as the questioner. If the question is more open-ended, for example an online brainstorming session, feel free to unmark the question checkbox. Answered discussion question thread This icon displays if a discussion post is marked as a question and the answer has also been marked as such. Unanswered discussion question thread This icon displays if a discussion post is marked as a question and no answer has yet been marked. If you are the one who asked the question and it has been answered, please mark it as answered by clicking the Correct Answer button. Please note: Questions where you expect a definitive answer should always be marked as questions. This will help you and others see: When the question is answered What the answer actually is (if you mark the correct answer once it is provided). Uploaded file A file that has been uploaded into Jive and not created directly in the community. Powerpoint File document This type of document is centered mostly around the Powerpoint attachment. Excel File document This type of document is centered mostly around the Excel attachment. Word File document This type of document is centered mostly around the Word attachment. PDF File document This type of document is centered mostly around the PDF attachment. Idea A type of content that you or others can create and vote on. If your community members vote positively, your idea gets more points; if they vote negatively, points are taken away. Event This community includes events. They can be created in selected places. You can opt to attend and event and download an entry into your personal calendar. Video A form of content that has been uploaded as a video file. Poll A lightweight way to ask a question of a large audience and gauge overall response. Like You can help improve the popularity of a blog post, discussion, document, or other type of content by rating or liking it. Popularity determines whether a piece of content is promoted in certain content widgets, for example, the Top Liked Content and Top Rated Content widgets. Space Formal, structured hierarchical community place where content can be stored and organized. Admission can be tightly controlled, not by invitation. Group Informal place, created by the community manager. Access to private or secret groups is controlled by the group administrator (the person who set the group up), but public and member's only groups can be seen by all employees. Categories Categories are words or phrases created by administrators within a particular place (a space or social group). If there are categories available in the place, it usually means that the place's administrator has given thought to how that place's content should be grouped. Tags A tag is a keyword that has been identified by the content creator as being helpful when searching for a piece of content. Bookmark Users can bookmark items they find important within or outside of the community. These are not the same as browser bookmarks. Direct Messages Members who follow each other in the community can have a private conversation (without sharing email info)

Your photo is a great way for people to "meet" and recognize you in person. Your Avatar lets community members quickly associate your comments and status updates with a simple visual cue. Click the Avatar & Photos tab to change your photo and avatar. Upload a Photo 1. Click on your name/image in the upper right corner and click Edit Profile 2. On the Primary photo  place holder click on Add Photo and select a profile photo from your computer. 3. Once you have selected a photo you will be prompted to crop the image to fit the designated box. When done click the blue Crop Photo button. 4. Review and Click Finish. Set your Avatar Your avatar is a small picture that appears next to your content, comments, and status updates to let community members quickly recognize you with a simple visual cue. When you upload your first profile photo you will also be asked if you would like to use the same picture as you avatar. If you did not choose to use the same profile photo, follow the steps below to add a new image for your avatar. Note: It is very important to personalize your avatar in the community so that people can quickly identify you throughout the community. 1. Below your Profile Photos you will see a list of available avatar images that are used only as placeholders. Click Add your own avatar and go thru the same process as above to upload a file and crop the image to create your own personalized avatar 2. Once you have selected your avatar you will see a blue box around the selected image. Click Finished to save your changes.

The community will be interested to learn about your skills and expertise with Marketo products as well as other skills you may be interested to share. Community members will be able to search for other people to locate Marketo Product experts or people based on other skills listed on their profiles. We have included in your profile a pre-defined list of the key Marketo product skills and expertise. If you did not get a chance to set them when you Set Up Your Profile‌, go back and ensure you have provided the correct information for the Expertise with the Marketo Product. You can choose as many options as are relevant to you. If you have additional expertise or skills that you would like the community to know about you can add them by clicking View Profile (or click on your Profile image) and editing the Skills and Expertise section on the right side of the profile view. When you click on View all 7, this window pops up and you can add additional skills or expertise: Once you click on Add the skills you just added will be visible on your profile. By clicking on the line next to a skill you will be able to view more detail about the skill such as any endorsements that you may have received for it from members of the community or continue to search for other community members with the same skill. Here's the line to click on: Here's how you can find other people with the same skill: If you would like to remove a skill from your profile hover over and click on the skill to delete. A confirmation pop-up will appear asking you to confirm you would like to proceed with the delete. Another small window will pop up asking you to confirm if you want to delete your skill Your profile is now ready to be located based on either Marketo Product skills and expertise or other skills that you listed on your profile.

You can control the number of email notifications you receive for activity you follow in the community by clicking on your Preferences (drop down menu for your Avatar/Photo). There are three Inbox stream options that are typically turned on. If you do not visit the community regularly keep turned on the " Inbox - Social activity directed to you such as @mentions, shares, and messages" so that you don't miss any activity directed to you when you are not visiting the community. If you have created any custom activity streams, those will also show up and you will have the option to receive email notifications for them as well. The Community Digest option will provide a summary of the relevant community activity. To keep up to date with the community activity, it is recommended to receive the digest weekly. Here is a more thorough explanation of what the different settings mean. Note:  Your replies to email notifications received from the community will be sent to the community. These replies will be created as comments to the conversation threads and placed directly in the community in the appropriate place.

Assigning tags to your content makes it easier for you and others to find later. Tags are like key search words that you and others assign to content. Tags make it easier to find content when you or others search for it later. You can assign tags to existing or new content. You can even assign tags to a status update. Assign tags to a Status Update To assign tags to a status update, type # before the keyword, for example, "Really enjoying these awesome #tutorials about how to #get started  Now others will find this update whenever they search for "tutorials" and "get started." Assign tags to other Content There are two ways you can assign tags to content: You can open or create your content and scroll to the bottom of the page to the Tags box. Type in the keywords you would use to search for this content. You can also use inline tagging by adding tags on the fly, as you're editing the body of the content. To do this, use the #, which is a hash or pound sign, and follow it with the tag. So if you're writing about your first day in the new community, you might say "Just learned how to write a post #newbie"‌ Tagging Tips Consider using any existing tags that pop-up in the suggestion box. Existing tags are often assigned to related content, so it's good practice to use them. An underscore can help with longer tags such as sales_report or employee_benefits. Note that if you are tagging content that is being moderated by an admin, your tags may not show up right away because content updates may need to be approved. You can speed up tagging by changing your user preferences. To enable on-the-fly tagging, click on your avatar in the upper right corner and then Preferences. Turn on Quick Tagging Mode and then click Save.

Status updates let you interact with others in the community. You can also delete your own updates, see who liked them, see other people's updates, and several other fancy things Interact with Others from Status Updates Comment on, share, or follow a status update by clicking any of these commands in the footer of the update (yours or others'). This is a fun way to engage with other community members. Use Tags in Your Status Updates Insert one or more tag(s) in your update by preceding keywords with a hash or pound sign (#) so that you and others can find the update more easily later. For more on tagging, see  Using Tags. Delete Your Status Update Delete your own update by going to your Inbox and clicking on the time stamp in the update (for example, "posted 2 hours ago"). From the permalink page, click  Delete. You can also delete an update by going to your user profile and clicking Activity > Status Updates. From there, click the update's time stamp, and then  Delete. See Who Liked Your Status Update Click the number next to Like in your status update to see the people who liked it. Filter by Status Updates Filter any of your attention streams by selecting Filter > Status Updates. See Someone Else's Status Updates Click a person's avatar or name from any of your attention streams, or search for the person from the People finder or spotlight search box. Click on the person's name to go to their profile page, then click Activity > Status Updates.

Using @mention, you can alert people, places, and groups that you're talking about them. When you create or comment on content in your community, you have the ability to mention a person, place, document, or other piece of content. This is a way to give a shout out to someone or something to catch their attention. You might say, "I think you'll find this interesting swilder" or "I saw this in the Community Help & Feedback section".  You can also @mention your Marketo User Group to say what a great time you had at a recent event. This notifies any person mentioned after the @ that you are talking about him or her. (Members of groups you mention will see this in their Activity Stream.)  When someone is @mentioned in a piece of content, a status update, or elsewhere, a notification of the activity flows into their Inbox. You can also use the @mention feature to refer to documents or other content that resides on the site.  For example, you might say "According to Set Up Your Profile & Privacy options‌, the profile information that I choose to share will show up in search results." It's easy to do: 1. Type the "@" symbol (or click the "@" icon if it is available). A search dialog opens and suggests possible matches. To narrow matches, use an underscore (_) as a space. For example, @Mike_D would match the Mikes whose last name begins with "D." Your picker will include documents, discussions, and places as well as people. Keep typing to narrow the choices further. You can also scroll through the list of people, places, and content that are suggested for you. 2. Select the correct match from the list. The new link shows up in your content.

Comment on content or join a discussion to help other members, ask for clarification, or share your thoughts. Collaboration is your main activity in the Marketo Marketing Nation Community. When you look around your community and discover documents, questions, and conversations, you'll want to take advantage of the opportunity to comment and collaborate. Commenting is as simple as clicking Comment or Reply  at the bottom of a document, blog post, or discussion. You can reply to an individual message in a thread or to the original post. Everyone reading the thread will see your response. Comments and replies may also be Liked or marked as Helpful, so you can earn extra points by adding to conversations!

Setting up your profile is the first step to participating in the Marketo Marketing Nation Community. Your user profile provides community members with an easy way to learn about your experience, skills, and interests. Your profile shows up in search results when community members search for keywords contained in your profile. You can update your information at any time. To set up your profile: 1. Click your Avatar in the upper right corner and then click Edit profile. 2. Click the Your Profile tab and fill in your profile information. Note that your profile will be found when people search, so if you have professional roles or interests that would be useful for others to know about, be sure to include them. At a minimum, please fill in the YELLOW fields below. You must fill out your photo, avatar, city and state in order to join a User Group. It is also important you add (Primary) after your title so people can @mention you appropriately. All fields are recommended! You will not be able to edit certain fields, such as username, first name, last name which are common across all Marketo systems where you use the same login information. Note: When making Profile changes, make sure to scroll to the bottom of the page and Save your changes. 3. Click Save. Please note: When you view your profile information you will see some information that other users WILL NOT see. Nobody, but you and the Community team have access to your Contact ID, Account Name, Account ID, Customer, and Employee (See screen shot below for an example)

You can create new documents from scratch in the community.  These documents are called collaborative documents.  They are created, edited and live directly in the community. To create a new collaborative document: Click Create > Document. Enter a title for your document in the field at the top Enter content into the content field. You can format your text however you’d like, or insert videos, images, hyperlinks, emoticons, and tables. Spell check your document or view your content in HTML by clicking the icons in the upper right corner of the content field. Optionally attach supporting files to your document by clicking the attach icon in the bottom right corner of the editor. Choose a place to post your document.  Documents can be posted in places, as personal documents open only to you or to a set of people and to the community. Add relevant tags to your document so it is easily searchable. You can choose from a list of popular tags or write your own. Should you want to control accessibility, click on Advanced Options.  If you choose to not modify any advanced options the defaults will be used. Restrict Authors - select if you wish to control the user(s) that can edit your document besides yourself.  Default:  all users with edit document rights can edit the document. Require Approval before Publication – this option allows you to choose user(s) to approve the document before it’s published.  Choosing multiple people requires all to approve before publish.  Default: no approval is needed. Restrict Comments – turns off the ability to comment on the document.  Default: any user with ability to contribute to documents can comment. You can either save your document as a draft and edit it later or choose to publish the document.

Discussions allow you to ask a question to find a specific solution or start a conversation to get feedback or make decisions.  Members of your community can contribute by posting replies. To start a discussion: 1. Click Create > Discussion, or if you are already in a group, space, or project, click Create a Discussion from the Actions menu on the right. 2. Enter a title for your discussion in the field at the top. 3. Check the option for marking the discussion as a question if you’re looking for a specific answer, otherwise leave it unchecked for threads. 4. Write your discussion in the content field. You can format your text however you’d like, insert videos, images, hyperlinks, emoticons, or tables. 5. Spellcheck your discussion or view your content in HTML by clicking the icons in the upper right corner of the content field. 6. Optionally attach files to your discussion for supporting information by clicking the Attach icon in the bottom right of the editor. 7. Choose where the discussion will be posted.  If this option is already populated you can change it if needed.   All content can be posted in a place, to specific people or as a public piece of content in the community. 8. Add relevant tags to the Tags field so your discussion is easily searchable. 9. Click the Post button to post your discussion.

At the top right corner of every piece of content in a Jive site, users will see 4 standard ways to interact with content. Follow: Should you encounter a piece of content that warrants watching it closely, you may choose to “Follow” the content to be apprised of its changes and activity. Following content will route its activity into your activity stream. You can choose which activity stream you wish to follow the activity in, including your custom streams. Share: By sharing content with your colleagues, you can bring interesting content to their attention they may not have otherwise seen. Share is also great for collaborating on private content, without out having to @mention someone. You can share content with your labels too. Bookmark: Bookmarking enables you to easily return to relevant or important pieces of content without having to search for them. You can only bookmark content, not people or places, and your bookmarks can be found by clicking in the search window and choosing the bookmark option. Like: The ability to like content plays an important role in connecting with your colleagues, their work, and showing your support for something. From a blog post sharing a story, to a document that really needed to be created, liking is an easy way to express a quick sentiment in the community. Liking isn't only limited to content types, it can be done against comments and status updates as well.

There are many different types of content within a community and it is very important to choose the correct content type for your collaboration.  Below are the main content types that are available as well as some additional content types that can be added on to the community via modules. Discussions Discussions come in two varieties; threads and questions.  The difference between the two is determined by what the author is looking for.  A thread is where the author is seeking different point of views and there is no specific solution to the issue.  These are generally used to formulate plans of actions and make business decisions.  An example of a thread would be “How should we modify our process to better serve our customers?”  In this case there will be many points of view and each will help you reach a decision. A question is where the author is seeking a specific solution to a problem they are having.  The questions functionality allows the author and administrators to mark the correct response to the question, allowing the author and others find that solution faster. Documents Like discussions, documents come in two varieties; collaborative documents you write directly in the community and uploaded files from your local machine.  Both are used to convey official or factual information to the community. Good examples of collaborative documents are meeting notes, how-to guides, policy outlines, etc.  Uploaded files can be used in lieu of a collaborative document if you already have the document locally.  Blog Posts Similar to documents, a blog post is intended to convey information to the community.  Unlike documents, a blog post is more of a story, opinion or thought leadership.  A good example of a blog post would be a summary of how a project went with a client or customer. Polls Polls are quick surveys that allow users to vote for 1 option that best fits the question posed by the poll.  The strength of polls is their ability to help make important decisions by simplifying the response to a choice.  Once the votes are in the author of the poll can then see what decision needs to be made without having to sift through various comment responses. Additional Content Types There are other additional content types available with licensed modules.  These include ideas, events and videos. Events Events are used to create actual events in the community that members can then RSVP to.  The events feature also includes a personal event calendar and place event calendars. Videos The video module allows users to directly upload a video from their computer to the community as its own content type.  Additionally, the module allows the use of the webcam to record directly into the community. Ideas The ideation module allows an author to pose an idea to the community and then get “votes” for or against the idea.  Each vote either awards points or subtracts points.  This allows the author to quickly determine the overall support of their idea.

When you find other users in the community that you wish to connect to you can “follow” that user’s updates and activity. The act of following a user makes them one of your connections.  When choosing to follow a user you are choosing to follow that user’s activity in a stream of your choosing.  You can follow a user in multiple streams. You can follow a user in a variety of different ways. Navigate to the user’s profile and click the Follow button in the middle of the profile page. Then you can decided which stream (streams) you want to follow them in 2. Hover over the user’s name or avatar and when the avatar popup appears click the Follow button. (See avatar pop up with arrow below). Choose the stream(s) to follow them in. 3. Navigate to the People browse interface and filter the people by different profile information. If the browse interface is in the thumbnail view, hover over the user’s portrait and click the gear wheel in the bottom right corner that appears.  Click the Follow button.  Choose the stream(s) to follow them in. See above screenshot If the browse interface is in detail view, click the Follow button to the far right of the user.  Choose the stream(s) to follow them in. To access your connections navigate to your profile and choose the More drop down below the header section of your profile and choose Connections. Find and follow community members now

Using messages and private discussions limits your audience to only the people you want. Messages and private discussions show up in the Inbox of only the people you send them to. Users must be mutually following one another to be able to send a private message. This is to eliminate spamming. Note: While messages and private discussions are useful features, nearly all topics in your community can be useful to others, so keep things public whenever possible.  Private discussions (remember, this is a content type!) can later be moved to a place if needed. Messages reside in the Inbox and cannot be moved. To send a message: 1. When viewing your Inbox, click the Send Message button. Alternatively you can use Create > Message.  Tip:  when hovering over another users avatar or name and the avatar popup appears there will also be a Message button available if you are mutually following one another. 2. You can add additional people to your direct message by clicking on the Select People link and clicking the check boxes next to the names of the people you’d like to add. 3. Type your message in the Message field. You can upload a photo or @mention people in your community. 4. Click the Send button. To start a private discussion: 1. Click Create > Discussion 2. Enter a title for your discussion in the field at the top. 3. Enter the title, body and tags for your discussion.  4. Add participants to your discussion by clicking the Specific People radio button and choosing people you’d like to include. 5. Click the Post Message button to post your discussion.