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Included in this article Lead-to-Account Matching   Why aren't leads automatically associating with my named accounts? Because the named accounts have not been created from the Discover Company grid or Discover CRM grid. Marketo ABM only supports automatic association when you create Named Accounts from Discover grids.     Why do the incorrect leads get associated with my Named Accounts? The most common cause of this is an error made associating the company to the incorrect Named Account. The Support team has the ability to delete the rule for further association of the wrong leads to accounts. Contact Marketo Support for more detailed information.       Discover CRM Accounts or Discover Marketo Companies   Why do I see fewer numbers of CRM accounts in the Discover CRM account grid than in my CRM system? Marketo ABM de-duplicates the CRM accounts based on their account name. (e.g. the 2 CRM Accounts "Acme" and "acme" would show as 1 company in discover grids).     Why can't I see the new contacts and opportunities automatically associated with my Named Account that I created based on that CRM account? Make sure the Named Account was created from the Discover CRM grid. Make sure the CRM account name in the CRM system has not changed. If it has been changed, then go back to the Discover CRM grid and associate the new CRM record in this grid with the existing Named Account.     I can't see any company names in Discover CRM grid or Discover Companies grid. This will require help from the Support team. Contact Marketo Support for more detailed information.     I have a bunch of leads from a specific company, but I don't see this company in the Discover grid. It can take a few minutes up to a few hours to process the new leads in the lead database before the company is proposed on the Discover grid. Check if the leads were recently created in the system. The company name on the leads could be different than the company name in the Discover grid. One of the databases we use matches companies to domains used, but another one may have a different company listed, which will get sorted out as the databases update the records. This issue could also be caused by information from those leads coming from an ISP, or if they have public email domains (e.g. Gmail, Yahoo). We don't show these company names in the Discover grid.       Top Accounts   Why I can't see any named accounts in my Top Named Account list? ABM won't show Named Accounts in Top Accounts with ZERO pipeline or ZERO account score.       Top People   Why can't I see people with stars and flames at account level? This will happen if your subscription doesn't have Sales Insight enabled       Interesting Moments   Why don't I see Interesting Moments at account level? This will happen if your subscription doesn't have Sales Insight enabled       Email Activities   Why can't I see Email metrics such as number of emails sent at account level? This will happen if your subscription doesn't have Email Insights enabled       User License   Why can't my users see the new ABM Tile? Each user must have an ABM license issued in order to access the tile.       User Permission   Why can't I create/edit/delete a Named Account, Account Lists etc. This will happen if the user doesn't have permissions enabled to create/edit/delete Named Accounts.       Logos   Why can't I see the Logo for my Named Account? Logos are not supported when y ou merge 2 companies into 1 Named Account       Additional Documentation Here are some links to related Documentation that you may find useful:   Account Based Marketing (ABM) FAQ - Product Facts & Figures Account Based Marketing Overview - Marketo Docs - Product Docs Account Based Marketing - Issue a License - Marketo Docs - Product Docs Account Based Marketing - Permissions - Marketo Docs - Product Docs Account Based Marketing - Configure CRM Mapping - Marketo Docs - Product Docs Account Based Marketing - Account Score - Marketo Docs - Product Docs Account Based Marketing - Account Lists - Marketo Docs - Product Docs Account Based Marketing - Add People to a Named Account - Marketo Docs - Product Docs Account Based Marketing - Discover Accounts - Marketo Docs - Product Docs Account Based Marketing - Lead to Account Matching - Marketo Docs - Product Docs Account Based Marketing - Named Accounts - Marketo Docs - Product Docs Account Based Marketing - Account Filters - Marketo Docs - Product Docs Account Based Marketing - Account Triggers - Marketo Docs - Product Docs Account Based Marketing - ABM Main Dashboard - Marketo Docs - Product Docs Account Based Marketing - Account List Insights - Marketo Docs - Product Docs Account Based Marketing - Named Account Dimension in RCA - Marketo Docs - Product Docs Account Based Marketing - Named Account Insights - Marketo Docs - Product Docs
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Included in this article   How many total named accounts can I have within Marketo ABM? There is no limit from a product perspective.     How many account lists can be created? 1,000     How many Named Accounts can be added to the Account List? 500     Is Marketo ABM Workspace specific? No. Named Accounts are visible to all the Workspaces. But Lead Partition rules are still honored. Which means you can see a named account in multiple Workspaces but depending on the Lead Partition rules, you can only see leads belonging to the corresponding Workspace within that named account.     Which lead attributes are used for Lead-to-Account Matching? It is based on 3 lead attributes: Email Domain, IP Address and Company Name. We convert Email Domain and IP address to the Company Names and match all 3 to identify strong and weak matches.     How are strong lead matches to Named Accounts determined? When the Company Name matches 3 out of 3, or 2 out of 3 times, then we consider this a strong match.     How are weak lead matches to Named Accounts determined? When the Company Name matches only 1 out of 3 times, then we consider this a weak match.     How can you make Marketo ABM automatically associate leads to Named Accounts? When you create a Named Account from any of the Discover grids, Marketo creates rules which then going forward are used to do automatic association of leads from the company to Named Accounts.     Do I see all the CRM accounts in the Discover CRM grid? Yes, all the CRM accounts that are synced in Marketo show up here     Does the number of CRM accounts match the number of CRM accounts shown in Discover CRM grid? Not necessarily. Marketo ABM does light de-duplication by CRM account names. First, we remove company suffixes before matching to company names. (Ex: Co, Corp, Corporation, Gmbh, Inc, Incorporated, LLC, LLP, LP, Ltd, PA, PC, PLC, PLLC). Second, we merge companies or CRM accounts in Marketo with duplicate names (not case sensitive)     What does the Discover Marketo Companies grid show? This grid shows all the CRM accounts as well as Marketo Companies that we found in the Marketo lead database.     What happens if I delete Named Accounts? None of the leads associated with the Named Accounts will be deleted. You can always go back to the Discover Companies grid and re-create the Named Account.     Can I merge duplicate companies or CRM accounts manually in Marketo? Yes. You can use Discover Marketo Companies to do that.     How is the week-over-week engagement over time chart determined and how frequently it is calculated? We take daily account scores and show the maximum account score for that week. This chart is calculated every 8 hours.     How is the week-over-week pipeline chart determined and how frequently it is calculated? We add the total sum for the 'Amount' of all opportunities except closed-won and closed-lost. We show opportunity amount on last day of the week. This chart is calculated every 24 hours.     How is the week-over-week revenue chart determined and how frequently it is calculated? We add the total sum of the 'Amount' of all the closed-won opportunities on a weekly basis. This chart is calculated every 24 hours.     Does Marketo ABM backfill data for engagement over time charts? No. Engagement is tracked from the time Named Accounts are created. We don't backfill.     How far back can I see engagement over time, pipeline and revenue charts? 90 Days.     How far back are email and web activities calculated for? 30 Days.     How is pipeline determined? Pipeline is calculated as a sum total of 'Amount' for all open opportunities except closed-won and closed-lost in CRM accounts.     How frequently are account scores calculated? Every 30 minutes.     How is Currency calculated? Currency is the Subscription currency. Marketo ABM does not covert the currency.     Does Marketo ABM support Account hierarchy? Not in this current version, but it is planned for future versions.       Additional Documentation Here are some links to related Documentation that you may find useful:   Account Based Marketing (ABM) - Troubleshooting Tips Account Based Marketing Overview - Marketo Docs - Product Docs Account Based Marketing - Issue a License - Marketo Docs - Product Docs Account Based Marketing - Permissions - Marketo Docs - Product Docs Account Based Marketing - Configure CRM Mapping - Marketo Docs - Product Docs Account Based Marketing - Account Score - Marketo Docs - Product Docs Account Based Marketing - Account Lists - Marketo Docs - Product Docs Account Based Marketing - Add People to a Named Account - Marketo Docs - Product Docs Account Based Marketing - Discover Accounts - Marketo Docs - Product Docs Account Based Marketing - Lead to Account Matching - Marketo Docs - Product Docs Account Based Marketing - Named Accounts - Marketo Docs - Product Docs Account Based Marketing - Account Filters - Marketo Docs - Product Docs Account Based Marketing - Account Triggers - Marketo Docs - Product Docs Account Based Marketing - ABM Main Dashboard - Marketo Docs - Product Docs Account Based Marketing - Account List Insights - Marketo Docs - Product Docs Account Based Marketing - Named Account Dimension in RCA - Marketo Docs - Product Docs Account Based Marketing - Named Account Insights - Marketo Docs - Product Docs
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Traditional Bounce Codes When you add the Email Invalid Cause to display as a Column to any of your Deliverability Smartlists, you will see a code value, and potentially a suffix as well, to help you understand the reason for the Bounce.   Codes in the 400 range are generally Soft Bounces Codes in the 500 range are generally Hard Bounces Mail server administrators can create custom messages that accompany bounce codes Code Explanation 250 Mail accepted by receiving network 421 <domain> Service not available, closing transmission channel 450 Requested mail action not taken: mailbox unavailable (e.g., mailbox busy) 451 Requested action aborted: error in processing 452 Requested action not taken: insufficient system storage 500 The server could not recognize the command due to a syntax error. 501 A syntax error was encountered in command arguments. 502 This command is not implemented. 503 The server has encountered a bad sequence of commands. 504 A command parameter is not implemented. 550 User’s mailbox was unavailable (such as not found) 551 The recipient is not local to the server. 552 The action was aborted due to exceeded storage allocation. 553 The command was aborted because the mailbox name is invalid. 554 The transaction failed for some unstated reason.     Enhanced Bounce Codes If a suffix appears after one of the codes above, it is an enhanced Bounce code Mail server administrators can crate custom messages that accompany bounce codes   Code Explanation 5.0.0 Address does not exist 5.1.0 Other address status 5.1.1 Bad destination mailbox address 5.1.2 Bad destination system address 5.1.3 Bad destination mailbox address syntax 5.1.4 Destination mailbox address ambiguous 5.1.5 Destination mailbox address valid 5.1.6 Mailbox has moved 5.1.7 Bad sender’s mailbox address syntax 5.1.8 Bad sender’s system address 5.2.0 Other or undefined mailbox status 5.2.1 Mailbox disabled, not accepting messages 5.2.2 Mailbox full 5.2.3 Message length exceeds administrative limit. 5.2.4 Mailing list expansion problem 5.3.0 Other or undefined mail system status 5.3.1 Mail system full 5.3.2 System not accepting network messages 5.3.3 System not capable of selected features 5.3.4 Message too big for system 5.4.0 Other or undefined network or routing status 5.4.1 No answer from host 5.4.2 Bad connection 5.4.3 Routing server failure 5.4.4 Unable to route 5.4.5 Network congestion 5.4.6 Routing loop detected 5.4.7 Delivery time expired 5.5.0 Other or undefined protocol status 5.5.1 Invalid command 5.5.2 Syntax error 5.5.3 Too many recipients 5.5.4 Invalid command arguments 5.5.5 Wrong protocol version 5.6.0 Other or undefined media error 5.6.1 Media not supported 5.6.2 Conversion required and prohibited 5.6.3 Conversion required but not supported 5.6.4 Conversion with loss performed 5.6.5 Conversion failed 5.7.0 Other or undefined security status 5.7.1 Delivery not authorized, message refused 5.7.2 Mailing list expansion prohibited 5.7.3 Security conversion required but not possible 5.7.4 Security features not supported 5.7.5 Cryptographic failure 5.7.6 Cryptographic algorithm not supported 5.7.7 Message integrity failure   Not all mail servers adhere to these standards.
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Question: I am trying to add the Person Notes field to a Marketo form but the field does not seem to be available to drag into the form editor. Answer: Remember, all fields will pre-populate with data from the CRM system. Person Notes is a dangerous field to use in a form because sales people will often put text in there that they never intend the lead to see.  We removed it form the form editor for this reason. You can, if needed, add another field in your CRM and it will be available to use in Forms.   Is this article helpful ? YesNo  
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Processing feedback from the blacklists is a manual process for Marketo’s Privacy team. While we try to get the reports out to you on a daily basis, sometimes we get back logged and notifications may not go out the same day that you triggered the blacklist.   But not to worry: most blacklists are dynamic, meaning that they resolve themselves after a given time period or when email statistics improve. Typically blacklist issues are resolved after 24 hours, so chances are you are not still being blacklisted.   Still, you need to complete the blacklist remediation program to identify the source of the problem and ensure that this doesn’t happen again. While most blacklist issues resolve themselves, they can have a noticeable impact on deliverability. Furthermore, being blacklisted is an indication that you have a problematic data source in your lists that could lead to even bigger deliverability problems.   For a quick run down of the blacklists that our customers run into trouble with the most, visit our Top Blacklists article.   Additional resources: Blacklists: Frequently Asked Questions Blacklists: Frequently Asked Questions
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No, unfortunately we are unable to tell you what the spam trap address is. We don’t even know it ourselves! Spam trap addresses are proprietary to the blacklists that own them. Anti-spam professionals use spam trap addresses to track unsolicited emails. If a spam trap is known by the offending sender, the sender could simply remove the spam trap address from their lists and never actually address the data problem that caused that spam trap address to be included in their lists to begin with. Instead of asking what the spam trap address is, try to identify the source of the trap address and eliminate bad data sources from your mailing lists. You should be able to identify the email campaign that caused the blacklist issue, so you should start with those lists. To narrow it down and identify the problematic data source, you should consider the following: Have you recently added any new leads or new lead sources? What is the source of these leads? Any purchased or appended email addresses should be removed, because these data sources are often the source of newly introduced spamtraps. In addition, using purchased or appended email addresses for mailing is a violation of Marketo’s Email Use and Anti-Spam Policy. Have you added any older leads that have not been mailed to recently? Some email providers will turn an email address into a spam trap after a year of inactivity. If you have a list of addresses that has not been mailed to in a year or more, this list should be removed. Does your system use any custom fields to indicate customer status, event attendance, recent contact with your sales team, or other forms of engagement? If so, take advantage of this and isolate the inactive or non-responsive segments of your database using all of the activity data you have available. Is there anything about this specific mailing that makes it different compared to your previous email campaigns? Did you send any other mail on the same day? If so, you should compare the recipient lists. Think you have narrowed in on the problem? Check out our guide to blacklist remediation to find out what to do with that bad list and complete the remediation program.   Additional Resources: What is a spamtrap, or spam trap, and why does it matter? What is a blacklist? How does Marketo respond to blacklisting and spam notifications? Top blacklists - What you need to know Blacklist Remediation Successful Reconfirmation Blacklist Deep Dive Blacklist FAQ   Is this article helpful ? YesNo  
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Syntax Recommendations Common Look Up mechanisms a: mx: include: ip4: ip6: exists: ptr: all Common Modifiers redirect= exp=   An A Record must ALWAYS contain IP address (map host to IP) CNAME (Alias) must contain hostnames. No IPs here NS an MX records must contain host names. No IPs allowed. MX records (for mail servers)  should contain hostnames NOT IPs. Too Many Mechanisms Section 10.1, "Processing Limits" of the SPF RFC 4408 specifies the following in regards to DNS lookups: SPF implementations MUST limit the number of mechanisms and modifiers that do DNS lookups to at most 10 per SPF check, including any lookups caused by the use of the "include" mechanism or the "redirect" modifier.  If this number is exceeded during a check, a PermError MUST be returned.  The "include", "a", "mx", "ptr", and "exists" mechanisms as well as the "redirect" modifier do count against this limit.  The "all", "ip4", and "ip6" mechanisms do not require DNS lookups and therefore do not count against this limit. The "exp" modifier does not count against this limit because the DNS lookup to fetch the explanation string occurs after the SPF record has been evaluated. This limit is in place to prevent SPF lookups from being a useful avenue for Denial of Service attacks. Using an example SPF record as an example to illustrate, this record was breaking with 12 look-ups: example.com text = "v=spf1 include:_spf-a.example.com include:_spf-b. example .com include:_spf-c. example .com include:_spf-ssg-a. example .com include:spf-a.another example .com ip4:131.107.115.215 ip4:131.107.115.214 ip4:205.248.106.64 ip4:205.248.106.30 ip4:205.248.106.32 ~all" [ 5 mechanisms] _spf-a.example.com   text = "v=spf1 ip4:216.99.5.67 ip4:216.99.5.68 ip4:202.177.148.100 ip4:203.122.32.250 ip4:202.177.148.110 ip4:213.199.128.139 ip4:213.199.128.145 ip4:207.46.50.72 ip4:207.46.50.82 a:mh. example .m0.net ~all"  [ +1 = 6 mechanisms] mh.example.m0.net a = 209.11.164.116 _spf-b.example.com text = "v=spf1 include:spf.messaging.example.com ip4:207.46.22.35 ip4:207.46.22.98 ip4:207.46.22.101 ip4:131.107.1.27 ip4:131.107.1.17 ip4:131.107.65.22 ip4:131.107.65.131 ip4:131.107.1.101 ip4:131.107.1.102 ip4:217.77.141.52 ip4:217.77.141.59 ~all" [+1 = 7 mechanisms] spf.messaging.example.com text = "v=spf1 include:spfa.another example .com include:spfb.anotherexaple.com include:spfc.anotherexample.com -all"  [+3 = 10 mechanisms] spfa.anotherexample.com   text = "v=spf1 ip4:157.55.116.128/26 ip4:157.55.133.0/24 ip4:157.55.158.0/23 ip4:157.55.234.0/24 ip4:157.56.112.0/24 ip4:157.56.116.0/25 ip4:157.56.120.0/25 ip4:207.46.100.0/24 ip4:207.46.108.0/25 ip4:207.46.163.0/24 ip4:134.170.140.0/24 ip4:157.56.110.0/23 -all" [+0 = 10 mechanisms] spfb.anotherexample.com   text = "v=spf1 ip4:207.46.51.64/26 ip4:213.199.154.0/24 ip4:213.199.180.128/26 ip4:216.32.180.0/23 ip4:64.4.22.64/26 ip4:65.55.83.128/27 ip4:65.55.169.0/24 ip4:65.55.88.0/24 ip4:94.245.120.64/26 ip4:131.107.0.0/16 ip4:157.56.73.0/24 ip4:134.170.132.0/24 -all" [+0 = 10 mechanisms] spfc.anotherexample.com   text = "v=spf1 ip4:207.46.101.128/26 ip6:2a01:111:f400:7c00::/54 ip6:2a01:111:f400:fc00::/54 ip4:157.56.87.192/26 ip4:157.55.40.32/27 ip4:157.56.123.0/27 ip4:157.56.91.0/27 ip4:157.55.206.0/24 ip4:157.55.207.0/24 ip4:157.56.206.0/23 ip4:157.56.208.0/22 -all" [ +0 = 10 mechanisms] _spf-c.example.com   text = "v=spf1 ip4:203.32.4.25 ip4:213.199.138.181 ip4:213.199.138.191 ip4:207.46.52.71 ip4:207.46.52.79 ip4:131.107.1.18 ip4:131.107.1.19 ip4:131.107.1.20 ip4:131.107.1.48 ip4:131.107.1.56 ip4:86.61.88.25 ip4:131.107.1.44 ip4:131.107.1.37 ~all" [+0 = 10 mechanisms] _spf-ssg-a.example.com   text = "v=spf1 include:_spf-ssg-b.example.com include:_spf-ssg-c. example .com ~all"  [+2 = 12 mechanisms] _spf-ssg-b.example.com   text = "v=spf1 ip4:207.68.169.173/30 ip4:207.68.176.1/26 ip4:207.46.132.129/27 ip4:207.68.176.97/27 ip4:65.55.238.129/26 ip4:207.46.222.193/26 ip4:207.46.116.135/29 ip4:65.55.178.129/27 ip4:213.199.161.129/27 ip4:65.55.33.70/28 ~all"  [+0 = 12 mechanisms] _spf-ssg-c.example.com text = "v=spf1 ip4:65.54.121.123/29 ip4:65.55.81.53/28 ip4:65.55.234.192/26 ip4:207.46.200.0/27 ip4:65.55.52.224/27 ip4:94.245.112.10/31 ip4:94.245.112.0/27 ip4:111.221.26.0/27 ip4:207.46.50.221/26 ip4:207.46.50.224 ~all" [+0 = 12 mechanisms] spf-a.secondexample.com   text = "v=spf1 ip4:157.55.0.192/26 ip4:157.55.1.128/26 ip4:157.55.2.0/25 ip4:65.54.190.0/24 ip4:65.54.51.64/26 ip4:65.54.61.64/26 ip4:65.55.111.0/24 ip4:65.55.116.0/25 ip4:65.55.34.0/24 ip4:65.55.90.0/24 ip4:65.54.241.0/24 ip4:207.46.117.0/24 ~all" [+0 = 12 mechanisms] Character String Too Long 255 character limitation in a single string https://kb.isc.org/article/AA-00356/0/Can-I-have-a-TXT-or-SPF-record-longer-than-255-characters.html http://www.string-functions.com/length.aspx You may have more than 255 characters of data in a TXT or SPF record, but not more than 255 characters in a single string. If you attempt to create an SPF or TXT record with a long string (>255 characters) in it, BIND will give an error (e.g. "invalid rdata format: ran out of space".)  Strings in SPF and TXT records should be no longer than 255 characters.  However to get around this limitation, per RFC 4408 a TXT or SPF record is allowed to contain multiple strings, which should be concatenated together by the reading application.  In the case of use for SPF (using either TXT or SPF RRs) the strings are concatenated together without spaces as described below.  Reassembly by other applications of multiple strings stored in TXT records might work differently. 3.1.3. Multiple Strings in a Single DNS record As defined in [RFC1035] sections 3.3.14 and 3.3, a single text DNS record (either TXT or SPF RR types) can be composed of more than one string. If a published record contains multiple strings, then the record MUST be treated as if those strings are concatenated together without adding spaces. For example: IN TXT "v=spf1 .... first" "second string..." MUST be treated as equivalent to IN TXT "v=spf1 .... firstsecond string..." SPF or TXT records containing multiple strings are useful in constructing records that would exceed the 255-byte maximum length of a string within a single TXT or SPF RR record. EXAMPLE text = "v=spf1 ip4:199.15.212.0/22 ip4:72.3.185.0/24 ip4:72.32.154.0/24 ip4:72.32.217.0/24 ip4:72.32.243.0/24 ip4:94.236.119.0/26  ip4:37.188.97.188/32 ip4:185.28.196.0/22 ~all“ text = "v=spf1 ip4:199.15.212.0/22“ " ip4:72.3.185.0/24 ip4:72.32.154.0/24 ip4:72.32.217.0/24" " ip4:72.32.243.0/24 ip4:94.236.119.0/26" " ip4:37.188.97.188/32 ip4:185.28.196.0/22 ~all" Null Records in the SPF Record A record that is NULL or that does not exist will break an SPF record.  Syntax within the record is very important, if there are extra spaces between mechanisms it will count as NULL. EXAMPLE text = "v=spf1 ip4:199.15.212.0/22 “ <- accurate text = "v=spf1 ip4: 199.15.212.0/22 “ <- NULL (NOTE the space between IP4: and the IP) Repetitive Records in the SPF Record - Void Lookups If there are too many repetitive mechanisms in the SPF record, including records that cascade (for example when using "include:") the record will break. There is a MAX of 2 void look ups in an SPF record.  More than that and the record will break.  This prevents SPF records from being used in Denial of Service style attacks. Validation Tools SPF checker, syntax validator and SPF tester http://www.kitterman.com/spf/validate.html SPF checker http://vamsoft.com/support/tools/spf-policy-tester SPF validator http://vamsoft.com/support/tools/spf-syntax-validator CIDR Calculator http://www.subnet-calculator.com/cidr.php Nslookup http://network-tools.com/nslook/ SPF creation wizard http://www.microsoft.com/mscorp/safety/content/technologies/senderid/wizard/ Common SPF errors http://www.openspf.org/FAQ/Common_mistakes SPF syntax definitions http://www.openspf.org/SPF_Record_Syntax
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FAQs Included in this Article:     Overview Segments and campaigns are powerful tools in the Web Personalization platform for targeting groups of potential leads and pushing them relevant content. Segments allow you to target your audience based on demographic fields like organization, location, and lead status, or based on behavioral fields like number of visits, mobile device used, or search terms used. Campaigns use segments to personalize your marketing efforts, allowing you to deliver relevant content to specific segments of your audience. This doc will answer some of the most frequently asked questions about segments and campaigns in RTP. If you would like to first learn the basics of using segments and campaigns, read through this collection of documents that will get you started: Easy (RTP) - Marketo Docs     Are RTP campaign designs responsive Yes. This means that RTP campaigns will work on mobile devices and will adapt to the sizing of mobile websites. Only Dialog and Widget campaigns are affected by screen sizes, as In Zone campaigns behave as embedded parts of the website. There are RTP Mobile Templates for fitting dialog campaigns to all mobile screen sizes.   Furthermore, in the segment editor, you can segment by mobile device type and manually create campaigns that appear differently on different devices.       Can you see how your RTP campaigns will be displayed on multiple devices In the campaign editor, you can use the preview tool to view how an RTP campaign will look. This tool will allow you to change the view settings to preview your campaign on all different kinds of devices with different screen sizes.     Can campaigns be displayed only on one page Yes, this can be done by using the "Include Pages" field in the segment editor        Go to the Segments page and hit the Edit button on the segment associated with your campaign          Use the Include Pages field to enter the specific page that you wish to have the campaign display on        You can also use this field to include any page with a specific keyword in the URL. To do this, use wildcard characters (*) which will match any sequence of characters. For example, "*product*" will match any URL that contains the keyword "product".     Can I insert JavaScript to RTP campaigns The RTP's campaign editor supports any standard and valid HTML, JavaScript, or CSS codes. Invalid codes will be stripped off the campaign's HTML   While using valid HTML, JavaScript, or CSS will work as expected, the use of jQuery can be problematic. Campaigns generally load very fast, especially In Zone campaigns, and they will often load before jQuery even exists on the web page. This can cause error messages in the developer's console or issues loading the campaign. If you need to use jQuery on your page, contact Marketo Support and we can try to come up with a simple workaround. Advanced solutions will need to be developed by a third party developer or the PS (product services?) team.     Can RTP campaigns be blocked by ad blockers or JavaScript blockers Basically, no. For a more in depth answer, please see Web Personalization (RTP) - Can RTP Campaigns Be Blocked by Ad Blockers or JavaScript Blockers     Does marketo RTP support animated GIF files Yes, we do support both static and animated GIF files in RTP campaigns. We do still recommend you preview and test the campaign to assure that the GIF appears as you hoped it would.     Does RTP impact SEO RTP does not affect any SEO performance and in some cases it can even improve SEO ranks due to longer website engagement. Search engines use robots to crawl through the content of web sites, which happens before RTP runs campaigns and personalizes content. This means that content from RTP does not get picked up by the search engines' robots, and will not contribute to a web page's rank. In many cases, RTP will actually improve a web page's SEO rank. Since RTP can increase engagement among a page's visitors, it can improve behavioral metrics like average time on a site, pages per visit, etc.     Does RTP support HTML5 Yes, all campaign types in RTP support HTML5.     How does Any Page in the Target URL field work The "Any Page" option in the target URL means that once the visitor matches the target segment, the campaign will be shown regardless of which page they are on within your web site.         How does RTP A/B testing work A/B testing a campaign consists of deploying slightly different versions of a campaign to test which version performs the best. To learn how to A/B test a campaign, see AB Test Your RTP Campaign - Marketo Docs - Product Docs   The test works by randomly selecting a certain percentage of users to see one version of the campaign, and the rest see the second version. If the campaign is set to be Sticky (you can find this option in the campaign editor, shown below), the visitor will see one version of the campaign for their entire session on your web site. This means if the user is first shown campaign B, they will keep seeing campaign B until the end of their session. In that visitor's next session, they may see either campaign A or B.     If the campaign is not Sticky, the visitor will only be shown the campaign once during their session, whether that be campaign A or B. In their next session, they will again only be shown the campaign once, and again it could be either campaign A or B.     How can RTP recognize the search term When you visit a web page, your browser will keep track of the URL of web page that you were on directly before getting to that page. This is known as the "referral" URL. With the referrer URL, it is relatively simple to extract the search terms.     RTP uses this ability to extract search terms from the referral URL to determine the search terms used and record them in Marketo.   Unfortunately, Google has recently begun to withhold and encrypt much of this data, making it impossible for RTP to extract the search terms in some cases. For now though, you will still be able to get all search terms from other search engines like Yahoo and Bing.     How the RTP industries and organization groups are defined Industries In the segment editor there is an option to target visitors that come from specific industries, including: Agriculture & Mining Business Services Computers & Electronics Consumer Services Defense Education Energy & Utilities Financial Services Government Healthcare, Pharmaceuticals, & Biotech Manufacturing Media & Entertainment Non-Profit Other Read Estate & Construction Retial Software & Internet Telecommunications Transportation & Storage Travel Recreation and Leisure Wholesale & Distribution   Marketo uses advanced machine learning algorithms to determine the industry based on data from _____. Marketo also uses keywords in the organization's name to get a better match for its industry. For example, an organization named "UCSF Medical Center " probably belongs to healthcare just based on the name itself, and "Stanford University " probably belongs in Education.   Organization Groups You can also target visitors in companies of various sizes, or Organization Groups, including: Fortune 500 Fortune 1000 Global 2000 Enterprise SMB   Marketo uses Forbes' annually updated lists to determine companies in the Fortune 500, Fortune 1000, and Global 2000 groups. Enterprise companies are defined as those with more than 1,000 employees and revenue greater than $250 million. SMB companies are all (non-ISP) organizations that are not defined as any of the above.   For more information on segment categories, visit: RTP Segments - Marketo Docs - Product Docs     How accurate is RTP's reverse IP geolocation targeting IP based geo-location targeting has a 95% accuracy rates for country level and around 85% for states. For ISPs (Internet Service Providers) it is less accurate, because they often use different physical proxies and change their routing more often. Over time we follow the changes and update our database continuously.     Is it possible to redirect target visitors to specific pages Please see Web Personalization (RTP) - Redirect Targeted Visitors to Specific Pages​     Is it possible to use segmentations from the Lead Database in RTP Currently this is not a feature that RTP supports. However, see this document​ if you wish to implement a work-around.     Is there a way to restore a deleted campaign There is no way to restore a deleted campaign in RTP. However, if you need to restore a deleted campaign, contact Marketo Support and it can be done if it was recently deleted. Unfortunately even restoring the campaign through Marketo Support will not restore the campaign's performance statistics.     RTP or CMS campaigns - which will win CMS campaigns are generally injected to the web page, meaning it runs before the page loads. RTP, on the other hand, runs as the page is loading. Since RTP campaigns run after CMS campaigns, they will override the CMS campaign and the page will only show the RTP campaign.     How to use the User Context API segmentation The User Context API is a very advanced and technical functionality. All of its documentation can be found here, on the Marketo Developers database.     What are the recommended sizes for RTP campaigns Of course the size of your RTP campaigns is up to your discretion, but here are our recommendations for various types of campaigns: Dialog (Square Pop-up): 250 x 250 pixels Widget (Medium Rectangle): 300 x 250 pixels For more standard sizes: https://en.wikipedia.org/wiki/Web_banner#/media/File:Standard_web_banner_ad_sizes.svg     What does the "Marketo Email Campaign" option mean When creating a segment with the filter "Marketo Email Campaign", the segment will only match visitors that visit your website after clicking an email in the specified campaign.       What happens when a visitor qualifies for more than one campaign When a visitor qualifies to see more than one campaign, depending on the types, you may see multiple campaigns on the page or only one. Below is a table explaining what happens when a visitor qualifies for two campaigns:     When only one campaign is to be shown, the campaign that is displayed is chosen randomly between the two. When a visitor qualifies for two In Zone campaigns with the same Zone ID, the campaign that is displayed is also chosen randomly.     What is a conversion in RTP A direct conversion is a visitor that became a lead after clicking on an RTP campaign. In a summary report, you will see the Direct Lead Conversion Rate, which is simply the percentage of clicks on the ampaign that lead to direct conversions.     What is the limit of organizations you can target for an RTP campaign There are no constraints on the number of organizations included in a campaign.     What is the limit of names allowed in the 'Organizations' criteria The limit is 100 names. It is a best practice to use dynamic lists instead. Dynamic lists will generally perform better because they are designed to index and handle larger lists.   What is the limit of rows exported in an Excel export By default, RTP limits the number of rows in an Excel (CSV) export to 100.  If you need more rows than that, you can increase it by going to User Settings and changing the value for 'Number of Rows in Excel Export.'  The maximum allowed is 10,000 rows     What is the limit of Zip Codes allowed You can enter up to 6,500 zip codes. They must be separated by semicolons (01234;12345; etc.)     What is the limit of segments allowed The segment limit varies: it can be 30, 60, or unlimited depending on your Marketo subscription type. If you have reached your subscription's limit, you will want to clear out segments that are not being used.   If you get an error message saying you've reached your limit, yet you believe your subscription makes you eligible for more segments, contact Marketo Support.
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Please view the document below for an overview of services provided by Marketo Customer Support.
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NEW WebAPI (REST) integration now available for Microsoft Dynamics   NOTE: This is currently ONLY available for Dynamics online & on-prem versions 9.x using ADFS 2016 and above. Pre-ADFS 2016 (on-prem v8.x and older with ADFS versions earlier than 2016) authentication is done using client credentials only – clientid/secret is not possible. Since o ur existing WebAPI integration mandates a clientid and secret, it is only supported for Dynamics 365 Online and Dynamics on-prem instances v9.x in conjunction with ADFS 2016 and above. If you do not use these supported Dynamics/ADFS configurations, the native SOAP integration will continue to work for the foreseeable future; however, we are no longer developing SOAP enhancements.   As part of the continued investment in our Microsoft partnership, the native Marketo Engage / Dynamics SOAP integration is being upgraded to a more robust and stable connection using WebAPI (REST) that will better support future upgrades and releases.    The Marketo Engage and Microsoft Dynamics teams are encouraging all customers to proactively adopt WebAPI in preparation for the forthcoming scenario where SOAP API is no longer supported. The upgrade should only take 5-10 minutes by your Dynamics admin and present no loss of data with your existing sync. This is a critical step to ensure your WebAPI connector activation can be completed.   We encourage all Dynamics customers with the supported version/ADFS configurations to upgrade before May 2020, our target time frame to begin releasing new features via WebAPI.   The attached Customer Setup document only applies to Dynamics Online (365) and on-prem v9.x with ADFS 2016 and above. If you have questions or need help with your specific configuration, please open a support case for assistance.
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Full Details of all Marketo Support Offerings:   Support Levels Offered Service Level Response Targets   Global Contact   http://nation.marketo.com : Online Support Portal for Case management and Knowledgebase search support@marketo.com : Email to Case Submission supportescalations@marketo.com : Contact Support management regarding Support services marketocares@marketo.com : Questions regarding Support or Community access   Regional Contact Information     Americas: Hours: M-F, 6am to 6pm Pacific Toll Free US: +1.877.270.6586 Direct: +1.650.376.2302   Languages Supported: English, Spanish Observed Holidays: New Year's Eve New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Eve Christmas Day Europe, Middle East, & Africa: Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 242 3030 UK: 0800 151 3030   Languages Supported: English, French, German, Portuguese Observed Holidays: New Year's Day Easter Monday Christmas Day St. Stephen's Day Australia Hours: M-F, 9am to 6pm Aus AET ANZ: +61 2 8310 7646   Languages Supported: English Observed Holidays: New Year's Day ANZAC Day Christmas Day Good Friday Easter Monday Boxing Day Japan: Hours: M-F, 9am to 5:30pm JST JP: +81 3 6478 6080   Languages Supported: Japanese Observed Holidays: New Year's Holiday Marine Day Coming of Age Day Respect for Senior Citizens Day National Founding Day National Holiday Spring Equinox Day Autumnal Equinox Day Day of Showa Sports Day Constitution Memorial Day Culture Day Green Day Labor Thanksgiving Day Children's Day Emperor's Birthday Substitute Public Holiday Year End   After-hours Support for Production Down Issues:   Online: Enter a Support Portal Case with Priority=P1 Phone: Call Support Line and follow the P1 prompts   Initial Response SLT We ask that you use the following priority definitions when setting your case priority:   Priority Description P1 Production down: Production system, application or critical feature / function is down P2 Production impaired: A major feature or function is not working correctly and is blocking full use of the Marketo system, but existing production campaigns are working correctly and other features are operational. P3 Minor issue: A minor issue is impacting usability of the system, but a workaround is available and major features/functions are working correctly.
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Issue Description Updates made to an embedded Form are not immediately reflected on the web after the Form is approved.   Issue Resolution To improve page load times, Marketo Forms are served from a cache. It may take up to 4 minutes for newly approved changes to forms to display on the web. This only applies to embedded forms on non-Marketo pages; forms on Marketo Landing Pages will continue to update immediately after approval.   To preview changes immediately, you can use the Preview functionality.  https://docs.marketo.com/display/public/DOCS/Preview+a+Form
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What’s changing? On February 21, 2019, Webkit announced the new release of Safari’s Intelligent Tracking Prevention (ITP), known as ITP 2.1 and ITP 2.2 shortly thereafter. With ITP 2.x, all persistent client-side cookies, i.e., non-session cookies created via JavaScript through document.cookie, are capped to a seven-day or one-day expiry.  Mozilla Firefox and Google Chrome have also announced their intent to conform to these new policies, though no details or dates have been released.   How does this impact Marketo? As a result of these changes to cookie policy, 7 days after their initial tracked visit to your domain, the Munchkin cookies of visitors using Safari (or future affected browser versions) created with the existing versions of Munchkin JavaScript will expire, and on subsequent visits they will be tracked as a new visitor.   How does Munchkin operate? On a person’s first visit to a page on your domain, a new anonymous person record is created in Marketo. The primary key for this record is the Munchkin cookie (_mkto_trk) which is created in the user’s browser.  All subsequent web activity on that browser is recorded against this anonymous record.  In order to be associated with a known record in Marketo, one of the following methods should be used: The person may visit a Munchkin-tracked page with a mkt_tok parameter in the query string from a tracked Marketo email link. The person may fill out a Marketo Form. REST Associate Lead call must be sent.   Once one of these actions is completed, the cookie and all its associated web activity will be associated with the known record.   How is Marketo planning to address ITP concerns? Marketo will implement a new web service to allow Munchkin cookies to be set with a Set-Cookie header via HTTP response, so that they may bypass the 7-day expiry cap imposed when setting cookies via JavaScript.   Do I need to do anything to take advantage of these updates? In order to leverage the new behavior and take advantage of the greater expiry period and tracking capabilities, ensure that you have configured the following: A Landing Page CNAME Secured Landing Pages (i.e. HTTPS) For external pages, you must have configured a Landing Page Domain or Domain Alias with a Top-Level Domain (TLD) matching the external domains which you wish to track For example, if you have pages on the domain www.example.com which are tracked, you must have configured an LP Domain or Alias which is a subdomain of example.com, like munchkin.example.com   What happens if I do nothing? Munchkin’s ability to track users across sessions on the same domain will remain limited by ITP to either 1 or 7 days based on the browser and browser version used by the visitor. As of this posting, this only affects visitors using the Safari browser, although Chrome & Firefox may follow suit with their own versions.   When will the solution be launched? These changes will begin as a staggered roll-out to customers who have opted into the Munchkin Beta channel in conjunction with the January 2020 Marketo release. Once the solution has been released to all beta customers, the roll-out to our entire customer base will begin in mid-to-late February. All customers should expect to have the solution by end of March 2020.   Google Chrome Update (Feb. 2020): Google recently announced that the Chrome browser will block all third-party cookies within two years; however, s ince Marketo uses 1st party cookies, this update regarding 3rd party cookies will NOT affect your Marketo tracking efforts. For further context about 3rd party cookies in general, and the industry shift away from using them, please see the following article for Adobe's stance across the Experience Cloud Solutions: https://medium.com/adobetech/an-adobe-perspective-google-chromes-announcement-on-the-future-limits-of-3rd-party-cookies-bbb7bb257fdb
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Issue Description What BCC options are there for email sends?   Issue Resolution Marketo support can enable BCC on request.  If an email address is to be BCC'd on a batch email send, they'll get 1 BCC for every 1 email Marketo sends. (10k email sends = 10k BCC emails). This can be useful for archiving and compliance purposes, but should not be used for simple campaign confirmation. If you just want to make sure the email went out as scheduled, the easiest way is to create yourself as record in the database, and include yourself in the batch send.   NOTE: Dedicated email address setup for the BCC email traffic must be able to handle high volumes of email. Discuss with your IT Team or email service provider to verify their Email Server can handle the estimated volume of incoming email.   If the Email Server is not well equipped this feature can cause your Email Server to backlog, become unavailable temporarily, or reject the BCC emails.   Is this article helpful ? YesNo
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Issue Description In Notifications, you may encounter a Web Services Error message that contains details as below along with the Error Code and Count (i.e. number of times the error occurred). For example: The Web Services encountered the following error. Error Code     Count 609    1 Issue Resolution More information about the Web Services Error Codes are documented here: http://developers.marketo.com/rest-api/error-codes http://developers.marketo.com/soap-api/error-codes/ It is recommended to consult with the owner of any custom Admin -> Launchpoint services configured (typically IT, your API developer, or a third party service provider) to review the API calls being made to Marketo.     The owner of the custom integration should already be logging any error codes requiring review, or ignoring those errors that are temporary and can be automatically retried.   If further assistance is needed, create a support ticket and provide details of the Request and Response of the API call containing the error code. Similar to how the example API Requests and Responses are documented here: http://developers.marketo.com/rest-api/lead-database/#describe   Who This Solution Applies To Customers using API integrations.   Is this article helpful ? YesNo  
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What’s changing? Previously, customers could choose whether they wanted to secure their pages and tracking links via SSL. The responsibility of procuring, maintaining, renewing, and securely sending the certificates to Marketo lie entirely with the customer – Marketo just hosted them. In 2017, Chrome and Firefox announced they would begin marking any unsecured pages with clear ‘NOT SECURE’ warnings in their 2018 releases to encourage the use of SSL, and even distrusted certificates from certain providers. This essentially designated the certificate as a foundational security necessity to prevent customers fleeing from unsecured sites.   This change reinforced the increasing need for companies to protect their data and mitigate against online security threats. Recent studies have shown that ~45% of organizations are targets of Distributed Denial of Service (DDoS) attacks, typically lasting a few hours, and potentially costing companies not only lost revenue, but also customer data and overall trust. [1]   Simply put, an SSL certificate just isn't enough anymore, which is why Marketo updated how we manage SSL certificates and the overall security of our customers' landing pages with the introduction of Secured Domains, a comprehensive managed service, in early 2018.   How is Secured Domains different than an SSL certificate? In contrast to our previous solution, Secured Domains is less focused on the SSL certificate itself, and rather the security and performance benefits gained from our partnership with CloudFlare, an industry leader in secure solutions. Secured Domains not only includes the necessary SSL certificates, but, more importantly, provides robust security protection thanks to the investment made to secure our servers, which host Marketo landing pages, behind CloudFlare’s trusted security infrastructure.   With CloudFlare’s enterprise-grade tools securing our servers, we protect against security vulnerabilities and attacks on your Marketo pages.   Managed Web Application Firewall (WAF): keeps your pages secure by filtering and deflecting malicious attacks DDoS Protection: keeps your pages live by absorbing attacks and preventing the pages (and Marketo's infrastructure) from crashing Content Delivery Network (CDN): a load balancer to distribute page views based on geolocation, which allows landing pages to load more quickly   Secured Domains also shifts the ownership of the SSL certificates onto Marketo, which eliminates the hassle of having to coordinate the procurement/management/renewal by Marketing & IT teams. Best of all, because our certificates automatically renew each year, Marketers no longer need to worry about landing pages crashing due to expired certificates. For more information, please see our Technical FAQ: Secured Domains for Landing Pages. How do I learn more about Secured Domains? If you’re an existing customer, please contact your Marketo Customer Success Manager to discuss. If you are unsure how to get in touch with your Customer Success Manager, please contact CustomerCare@marketo.com .   If you’re considering Marketo for your marketing automation solution and would like more information on Secured Domains and how it can improve your site security and performance, please contact GRP-Marketo-Sales@adobe.com.   NOTE:  Due to the security and risk mitigation enhancements we've made to protect Marketo servers, all SSL certificates are now uploaded to CloudFlare. Marketo customers will be required to use the SSL certificates (authored by DigiCert) included with the Secured Domains offering unless an EV certificate is currently used or required by industry regulations (i.e. Banking/Healthcare/Government). As of September 2019,  Secured Domains will be automatically included as a base solution in all Marketo subscriptions come renewal.   [1] Tim Matthews, Imperva, DDoS Impact Survey Reveals the Actual Cost of DDoS Attacks, 12 Nov. 2014
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  Identifying Landing Page Domains in Your Instance As of August 2019, Secured Domains will be included as a base offering for all subscriptions, to ensure our customers are set up for digital security best practices when it comes to their marketing efforts. The base offering will secure your first Landing Page domain and first Tracking Link domain - additional domains may be purchased a la carte.   New Subscriptions: If you’re a new Marketo customer with a new subscription, one of the steps in setting up your instance is to set your CNAMES, landing pages domain name, and any domain aliases. For more information see, Customizing Your Landing Pages URL with a CNAME and Adding Additional Landing Page CNAMEs. Once this is done, you’ll be ready to count the unique domains (as described below) and initiate the Secured Domains for Landing Pages process (if purchased or included in your instance).   Established Subscriptions: Have you had your Marketo subscription for a while and want to know how many landing page domains you’ve got setup in your instance? If you’re a Marketo Admin, you can see your landing pages domain name and domain aliases by clicking on Landing Pages in the Integration section of the Admin console:   On the Landing Pages tab, you’ll see your landing pages Domain Name. The first part of the URL (info.) is your CNAME and the second part (gladiatorapps.com) is the domain. Here’s an overview of the pieces that make up a full domain name:   Next, you’ll also need to check the Rules tab and look for Domain Aliases. In the example below, there are two domain aliases. One has the same domain as the landing pages domain (gladiator.com) and the other has a different domain (theappninjas.com).   For the instance in the example above, it has been set up with two unique domains (gladiatorapps.com and theappninjas.com). It’s important to note that when it comes to securing your Marketo landing pages, the Secured Domains for Landing Pages process will secure all of the domains in your instance. It’s an all-or-nothing action, meaning you cannot chose which domains to secure for HTTPS and which to leave HTTP. And don’t worry – we’ll count these up for you so we can scope your subscription correctly.   Adding Additional Secured Domains to Your Marketo Subscription If you need to secure more than the 1 Landing Page domain and 1 Tracking Link domain included in the base Secured Domains package, contact your Marketo Customer Success Manager to add additional domains a la carte to ensure you're covered. This should be discussed/audited at each renewal to ensure you're only paying for what you use.   The Secured Domains for Landing Pages Process If HTTPS in NOT currently enabled in your instance, the process to secure your pages includes steps that must be completed on your end before we can provision and enable HTTPS.  On our side, we’ll provision your Marketo domains on Cloudflare servers and install the necessary SSL certificates to create secure server end points to serve your landing pages over HTTPS.   A summary of the steps linked above are listed below: First, you’ll need to review, update and reapprove your landing pages: Unapprove and re-approve all landing pages. This can be done in bulk in the Landing Pages section of Design Studio by selecting a group of pages for unapprove and re-approve via the “Landing Page Actions” menu. Change all images, JavaScript files and other external links in landing pages to HTTPS. Pages with HTTP links may display an “Insecure Content on Secure Pages” error. You can read more about that here: What Exactly Is a Mixed Content Warning? Note: any images hosted in Marketo will be updated automatically unless you’ve explicitly referenced them as HTTP. If you use Marketo Forms 1.0 on a non-Marketo webpage, you will need to update the post URL to HTTPS (Forms 2.0 does not need to be updated). If you do a server-side post to a Marketo Form and use your CNAME as the Post URL, you also need to change that to HTTPS. Please note that server-side form posts are not supported and you should make a Marketo form submission in the background instead. If you include a Marketo landing page on a secure website using an iframe, you will need update the HTML to load the secure version of the landing page, otherwise the end user will get a security warning. If you use a Marketo Form on a non-Marketo page, you will need to update the follow-up URL to HTTPS if you’ve explicitly referenced a HTTP page.   Once you’ve completed the steps above, it’s time to coordinate the cutover to HTTPS with Marketo. You’ll need let Marketo Support know that you’re ready to initiate the cutover process. To help ensure a smooth transition, we’ll work with you to plan a time when you have few or no upcoming batch campaigns running, and also a time when your team is available, if needed, to make a few updates in your Marketo instance.   RECOMMENDATION: After the cutover, you may notice that images are not displayed in the Marketo email editor or preview mode. Rest assured your emails will send correctly and the images will render for recipients. To see the images in Marketo, you must adjust the image URLs from HTTP to HTTPS in the editor. Again, whether you take this step or not, the images will render properly for your email recipients. In the example below, you would adjust the HTTP to HTTPS.   That’s it! Once our team enables Secured Landing Pages for your instance, your landing pages will be served via HTTPS. Of course, it’s a good idea to do some validation of your pages after the cutover to be sure your pages are loading correctly, images are loading, and that you didn’t miss any hard-coded HTTP links. Moving your pages to HTTPS, you can rest assured that you’re providing critical security and data integrity for both your pages and your visitors’ personal information. Good job, you!   OTHER HELPFUL FAQs What exactly does Secured Domains include or cover? As of August 2019, all NEW customer subscriptions will include 1 unit of Secured Domains for Landing Pages & Tracking Links - existing customers will have the opportunity to update to the new pricing and packaging at renewal, and secure additional domains a la carte. The base offering will secure 1 Landing Page domain and 1 Tracking Link domain per instance. This covers provisioning each domain behind our security net (WAF/CDN/DDoS protection), and  the SSL certificate.   Do I need to provide a TLS/SSL Certificate? No. Secured Domains includes the required SSL certificates, and shifts the responsibility of managing ALL aspects of procuring and renewing the certificate to Marketo. Since the certificates also auto-renew annually, there is no need to continually provide us a new bundle/key every year. You will be updated to the new Secured Domains managed solution at either your next SSL certificate renewal, or Marketo renewal, whichever comes first.   What Certificate Authority issues the certificate(s) for the Marketo’s Secured Domains for Landing Pages product? The certificates are authored by DigiCert.   What type of certificate is provided? We produce a pack of two certificates; The primary certificate uses a P-256 key, is SHA-2/ECDSA signed, and will be presented to browsers that support elliptic curve cryptography (ECC). The secondary or fallback certificate uses an RSA 2048-bit key, is SHA-2/RSA signed, and will be presented to browsers that do not support ECC.   Will my domains be on a shared SSL certificate with other companies? No. Each of your domains will get its OWN certificate. That means you will not be on a shared certificate with other companies.   What Marketo configuration is required to complete the Landing Page SSL Setup? One or more CNAMEs for the Marketo Landing Pages must be configured in the Admin section of the application as described here: Setup Steps - Marketo Docs - Product Docs   How do I see the Landing Page domains in my instance? Marketo Admins can see your landing pages domain name and all domain aliases by clicking on Landing Pages in the Integration section of the Admin console. On the Landing Pages tab, you will see your full Landing Page Domain Name. On the Rules tab, you will find all Domain Aliases set up for your instance. For the Secured Domains for Landing Pages you will need to count the number of domains used in your instance. When counting domains, please provide the number of unique domains – only the orange part below:   If I am using Domain Aliases in my Marketo subscription, do I have to secure each of these? Securing your Marketo landing pages requires you to secure all domains used in your instance, including your Domain Aliases.   Are Domain Aliases for different countries counted separately? When counting domains, you might have: info.mydomain.com, info.mydomain.au, info.mydomain.de. In this case mydomain.com, mydomain.au and mydomain.de are all counted as separate domains (in this example there are 3 unique domains that must be secured).   Can I choose which domains to secure? No. Technically, we provision and secure domains in an all-or-nothing fashion by domain type (Landing Page or Tracking Link). This means whatever is configured in your instance will be provisioned, and you will be charged accordingly for all domains secured; if you have unused domains, please ensure you delete them so you're only charged for what you use.   What counts as a 'unique' domain? (How is this product charged?) Reference the screenshot above that denotes CNAME + domain = full domain. For example, your top-level domain is company.com domains, and your subdomains include go.company.com (your tracking link), info.company.com & help.company.com (two landing pages). Commercially, this would count as 3 total domains (1 TL + 2 LP domains).   If I have a CAA record, can it affect my certificate issuance? Yes. CAA records must be configured to allow DigiCert issuance, or we will not be able to issue a certificate for your domain. Your IT team MUST whitelist DigiCert in your DNS before we can successfully complete provisioning. Further information: https://www.digicert.com/dns-caa-rr-check.htm   Can I provide my own SSL certificate(s) to secure my domains? On a pre-approved exception-basis ONLY. To avoid unnecessary cost, please do NOT renew your own SSL certificate until you have spoken to Support or your CSM and received an exception.  A major time- & stress-saving benefit of Secured Domains is that Marketo fully manages and auto-renews your SSL certificates each year. While we temporarily accepted 3rd party certificates for an interim period of almost two years, we will no longer be accepting customer-provided certificates unless you have a business/industry requirement (e.g. an EV certificate). IMPORTANT: Another reason to use the certificates included with Secured Domains - Apple (Safari browser) announced in Feb. 2020 it will no longer accept SSL certificates valid for greater than 13 months. We expect Chrome and Firefox to follow suit. This means customer-provided certificates must be manually renewed and sent to Marketo each year - an unnecessary cost, risk, and hassle.  If you do qualify for an exception, you will be 100% responsible for renewing your own certificate AND sending us the bundle/key well in advance of it's expiration date (we recommend AT LEAST 10 business days) to ensure it doesn't expire - expired certificate Support cases will only be categorized as P3 priority. Please ensure they are valid for only one year to comply with browser policies.   We require an Extended Validation (EV) certificate. Can Secured Domains accommodate this? Serving Extended Validation (EV) certificates is an example of a business requirement where you WILL need to procure the EV certificate/private key and provide this to Marketo. Secured Domains must be added to your subscription to host any SSL certificate as we now provision all Marketo domains behind Cloudflare protections. The SSL certificate included with Secured Domains is not an EV certificate, and is therefore absolutely an allowed exception.   Will URLs to the existing non-secure (HTTP) Marketo Landing Pages continue to work? Your existing HTTP URLs will continue to work and will automatically be redirected to the secure (HTTPS) pages. There are only few situations where you may have to manually update the URL, specifically when you include a Marketo landing page on a secure website using an iframe. In this case, you will need to load the secure version of the landing page, otherwise the end user will get a security warning.   Does securing my Marketo landing pages also secure my corporate website? No. Marketo Secured Domains for Landing Pages only affects the landing pages served by Marketo. It does not affect any pages on your corporate (non-Marketo) website.   If I don’t use Marketo Landing Pages, do I need Secured Domains? You may if you are embedding Marketo Forms on secured non-Marketo webpages. The default form code snippet that Marketo provides uses //app-aba.marketo.com which is a Marketo domain that can be served securely on a HTTPs parent page (the // indicates the request will use whatever protocol the parent uses). With this, your Marketo form will take on the security level of the page it’s embedded on regardless of whether you’re using our Secured Domains for Landing Pages product. However, if you prefer not to have any reference to “marketo” on your corporate website, you may choose to change this code snippet from //app-aba.marketo.com to //<MY_LP_CNAME> to serve the form. In this case, you would need the Secured Domains for Landing Pages product since the LP CNAME will need a security certificate associated with it to serve securely.   Ultimately, Secured Domains is required EXCEPT if you: Do NOT use Marketo landing pages (including unsubscribe page) DO NOT use view as webpage DO NOT use forward to a friend DO NOT store anything in images and files DO NOT load embedded forms using their landing page domain   Will the Munchkin JavaScript API also be encrypted via SSL? Calls to the Munchkin JavaScript API automatically switch to SSL if the page on which the calls are made is SSL encrypted.   Can I add additional Domains to my instance and secure these too? Once you’ve secured your landing page domains with the Secured Domains for Landing Pages process, you will need to contact Marketo when adding additional domains/domain aliases. Please contact your Marketo Customer Success Manager. Additional domains are charged a la carte, cost is dependent on the number of domains you are adding.   If I previously secured my Marketo Landing Pages with the SSL for Landing Pages Service, do I need to switch to Secured Domains for Landing Pages? Yes. We have discontinued the one-time fee "SSL for Landing Pages" product and process, so you will need to switch. Your Customer Success Manager will work with you to add Secured Domains for Landing Pages at your next SSL certificate renewal or at your subscription renewal, whichever comes first.   Do I need to secure my tracking links as well? You should, per best practices. This is why we've included 1 tracking link domain as a base offering for all Marketo subscriptions. Links formatted as HTTPS will also aid in deliverability as more email clients are starting to 'dock' emails with unsecured links. If your domain enforces a strict HSTS policy on all subdomains you will NEED to secure them for the redirect to your landing page to work properly. For more information on HSTS and Marketo subdomains, please see the following documentation SSL: The HSTS policy and your Marketo subdomains   Is this article helpful ? YesNo
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‌   Marketo offers a number of ways to contact Marketo Support directly for assistance in our different support regions.   Support Portal (https://support.marketo.com)   The Marketo Support Portal features a web form submission to submit support cases to Marketo Support.  The form gives authorized support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer.     Email to Case Submission   Authorized Support Contacts can email their support cases to: support@marketo.com   Reminder: Cases submitted by email are all submitted with a P3 Priority   Regional Phone Contact Information   For customers with Business, Premier, or Elite Support Levels, we offer phone support coverage.  Authorized Support contacts can contact Marketo Support by calling one of the regional phone numbers listed below.  Our phone system will validate your inbound phone number and route you to one of our available Technical Support Engineers         Americas: Hours: M-F, 6am to 6pm Pacific Toll Free US: +1.877.270.6586 Direct: +1.650.376.2302   Languages Supported: English, Spanish Observed Holidays: New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Day Europe, Middle East, & Africa: Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 242 3030 UK: 0800 151 3030   Languages Supported: English, French, German, Portuguese Observed Holiday: New Year's Day Easter Monday Christmas Day St. Stephen's Day Australia Hours: M-F, 9am to 6pm Aus EST ANZ: +61 2 8310 7646   Languages Supported: English Observed Holiday: New Year's Day ANZAC Day Christmas Day Good Friday Easter Monday Boxing Day Japan: Hours: M-F, 9am to 6pm JST JP: +81 3 6478 6080   Languages Supported: Japanese, English Observed Holiday: New Year's Holiday Marine Day Coming of Age Day Respect for Senior Citizens Day National Founding Day National Holiday Spring Equinox Day Autumnal Equinox Day Day of Showa Sports Day Constitution Memorial Day Culture Day Green Day Labor Thanksgiving Day Children's Day Emperor's Birthday Substitute Public Holiday Year End   Online Chat (https://support.marketo.com)   Marketo Support also offers online chat with our support engineers from our Support Community.  Authorized support contacts who are logged into our Marketing Nation Community can take advantage of chatting with our support engineers online.     To Access Chat Support:   Click the Support Button      Look for the chat Button and click to chat.  
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System Uptime and Reliability   Month Uptime February 2020 99.972% January 2020 99.925% December 2019 99.893% November 2019 99.942% October 2019 99.945% September 2019 99.963% August 2019 99.489% July 2019 99.980% June 2019 99.750% May 2019 99.800% April 2019 99.980% March 2019 99.680%     Email Deliverability Score     Trusted IPs All IPs Month Cisco SenderBase Good/Neutral/Poor ReturnPath Sender Score 0 to 100 Cisco SenderBase Good/Neutral/Poor ReturnPath Sender Score 0 to 100 February 2020 Good 98 Good 98 January 2020 Good 98 Good 98 December 2019 Good 98 Good 98 November 2019 Good 98 Good 98 October 2019 Good 97 Good 98 September 2019 Good 99 Good 98 August 2019 Good 98 Good 97 July 2019 Good 98 Good 97 June 2019 Good 98 Good 97 May 2019 Good 98 Good 97 April 2019 Good 97 Good 98 March 2019 Good 98 Good 98
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  NOTE -  Only authorized support contacts from your organization can submit support cases. To tell if you are an authorized support contact or not, access the Support Tab and select Create Case.  If you are not an authorized contact, you will receive the below screen.  If there is available space you can select the green button and add yourself as a support contact. If there are no open available support contact slots, the green button will not appear, and you will need to contact the support admin for your account.       1. Go to Support.     2.  Click My Case Management       3. Click on +Create A Case       4. Enter a Subject to see suggested articles on the problem. Select an article to open a new tab. Select the + if you would like to see the full subject of the article first.       6. Didn't find the help you needed? Enter your information into the required fields. Click Submit.     Great! You've submitted a case. A support rep will reach out to you shortly.
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