As referenced, please find all of the necessary links below. They are listed in order as mentioned in the Welcome video. Marketo Support Portal: https://nation.marketo.com/t5/Product-Blogs/How-to-Use-the-Support-Portal/ba-p/297884 Adobe Help Center: https://helpx.adobe.com/support.html Adobe Community: https://community.adobe.com/ Marketo Engage Support: https://nation.marketo.com/t5/Support/ct-p/Support Marketo Community (you're in it!): https://nation.marketo.com/ Magento Help Center: https://support.magento.com/ Adobe Status Page: https://status.adobe.com/
Adobe Digital Learning: https://learning.adobe.com/ Adobe How-Tos: https://experienceleague.adobe.com/#quick-how-tos Adobe Developer Docs: https://www.adobe.io/ Marketo University: https://nation.marketo.com/t5/Marketo-University/ct-p/marketo-university Marketo Product Docs: https://docs.marketo.com/ Marketo Developer Docs: https://developers.marketo.com/
Summary This method can be used when moving a CNAME from an old instance to a new instance. Often at times, when changing to a new instance, this question can come around, and ones would wonder how to do it or a solution on how to do it. This steps will show you the two phases which I will explain below.
(Note: This would need to be done before the old instance deactivated)
Issue A CNAME needs to be moved from an old instance to a new instance
Solution NOTE: You cannot have the same CNAME in two different instances (Pointing to two instances, e.g. cname1.company.com pointing to instance1.mktoweb.com and instance2.mktoweb.com)
Key terms: CNAME 1 = Initial cname in the old instance CNAME 2 = Additional cname created in the old instance INSTANCE1 = Old instance (Instance Name) INSTANCE2 = New instance (Instance Name)
Phase 1 : ---------------
1. Create an additional CNAME (a replacement CNAME) which you would want to swap as the default in the second step.
CNAME 1 > INSTANCE1 (Default) <Existing CNAME in the Marketo Admin > Landing Pages section>
CNAME 2 > INSTANCE1 This would be the additional CNAME created for the replacement.
2. Swap the default with the replacement CNAME you just created in step 1 and set this CNAME1 as a domain alias in the old instance.
CNAME 1 > INSTANCE1 A domain alias in the old instance.
CNAME 2 > INSTANCE1 (Default)
Phase 2 : ---------------
** Transition might not be smooth during the cutover. 🙂 (The Landing page links might get some interruption during the cutover)
During the Cutover (Before the old instance deactivated) :
1. [Your Action] - To remove the CNAME1 which is a domain alias in the old instance (INSTANCE1)
2. [Your Action (IT Team)] - To create CNAME1 as a domain alias in the new instance (INSTANCE2). ( During this time the link to old landing pages will be broken)
3. [You need to raise a support ticket to enable SSL for CNAME1 for the new instance (INSTANCE2).
If you have any questions, please contact Marketo Engage Support at https://support.marketo.com.
Summary Creating many-to-many relationships with Marketo custom objects requires an intermediary object with one link to a Lead or Company and another link to a secondary custom object. Here's how to solve the problem of the secondary custom object not showing up to be selected as the linked object.
Issue Creating a many-to-many or N:N custom object structure such that a lead or company can be associated with multiple custom objects and a custom object can be associated with multiple leads or companies at the same time. When adding a link to the secondary custom object, that secondary object is not list as an available linked object.
Solution If you find that the custom object you'd like to link to is not list in the "Link Object" list, there are two things two check:
The secondary CO must be approved. The secondary CO must not have any link type fields.
Since it's not possible to change a link field once a custom object is approved, if you already have link fields, the only solution is discard the secondary custom object and create a new one. Recreate the custom object without link fields. Then, in the intermediary object, the target object will show up as an available link object. More detail can be found at:
Understanding Marketo Custom Objects Add Marketo Custom Object Link Fields - Create a Link Field for a Many-to-Many Structure
Root Cause The secondary custom object type is not approved. - or - The secondary custom object type is approved type and has link fields.
Environment Marketo Custom Objects Many to Many Relationship - N:N Link Fields
NOTE: As of late-2019, a Secured Domains 'base' offering is now automatically included in all new customer subscriptions, and existing customers upon next renewal. This secures your first landing page domain and first tracking link domain. To make any domain changes, or purchase coverage for additional domains, please contact your Marketo Engage Customer Success Manager (CSM) for more information.
Marketo’s Secured Domains for Landing Pages secures any and all landing page domains defined in your instance to be served via HTTPS. Serving your pages securely assures that you’re providing critical security and data integrity for both your pages and your visitors’ personal information.
Below you’ll find the 5-step process to secure your Marketo landing pages with Marketo’s Secure Domains for Landing Pages. Please note, there is an automated support case that gets created on your behalf when the purchase of Secured Domains for Landing Pages is completed.
Step 1. Verify your Landing Page Domain, CNAMEs and any Domain Aliases are setup
Before you can secure your landing page domains and any domain aliases (subdomains), you must first set these up in Marketo. If you are a new Marketo customer working through your implementation, please work with your implementation consultant on the landing page domain(s) setup and timing to cut over to HTTPS. If you’re securing your landing page domains for a previously implemented instance, please verify that your domains and domain aliases (subdomains) are set up in your instance. Below are some links to help:
Edit Landing Page Settings – to set you Landing Page Domain
Customize Your Landing Page URLs with a CNAME – to understand and set up CNAMEs (subdomains)
Add Additional Landing Page CNAMEs – to set up multiple CNAMEs in your instance (subdomains)
Be sure your redirect rules and domain aliases are updated to use https:// instead of http://
Step 2. Edit and update the HTML code of your existing landing page templates to HTTPS
Next, you'll need to review and update your Marketo landing pages to ready them to be served securely. Please complete the following two actions in order before moving on to Step 3:
If you purchased Marketo before January 2016, please un-approve and immediately re-approve all landing pages last updated before January 2016. This can be done in bulk in the Landing Pages section of Design Studio by selecting a group of pages for un-approve/re-approve via the “Landing Page Actions” menu. We recommend completing this step in batches of a maximum of 10-20 pages at a time. Instructions for doing so can be found here: Approve Multiple Landing Pages at Once - Marketo Docs - Product Documentation.
You can see the "Last Updated" timestamp in the Landing Pages section of Design Studio.
Open the HTML code for each landing page template. C hange all URLs listed in the HTML currently formatted as "http ://" to instead read "https://"
TIP: Ctrl+F "http" to automatically highlight all URLs that must be updated:
Simply add "s" after each http reference until ALL have been updated to https
Missing even one URL's http reference will cause the "Mixed Content" browser warning: vs.
SAVE THE PAGE AS A DRAFT
Do not approve the draft. You will approve the drafts after Support activates SSL in Step 4.
NOTE: Once you secure your Marketo landing pages to be served over HTTPS, you should not link to HTTP (unsecured) assets or pages from your secured landing pages.
For more detailed guidance, please see our recorded instructions below
Step 3. Respond to the TSE via the existing support case
The TSE will then begin the process on our end to generate certificates to cover all the domains and subdomains configured in your instance. Once notified, please allow 3 business days for Marketo to create your secure server endpoint. Marketo's Support team will contact you when this is complete. We appreciate your patience during this 3-day setup process.
Step 4. Marketo Support Will Activate Your Secured Domains for Landing Pages
Once we've generated and issued the necessary SSL certificates for your domains, we'll notify you that it is done and activate SSL for your Landing Pages.
NOTE: There will be a brief "cut-over" period between when HTTPS is enabled by the TSE and when you are able to complete Step 5 below. During this time, landing pages may show up to customers with a mixed-content warning; however, all links and emails will continue to work properly without disruption, and your customers are not at any risk. Be ready to complete Step 5 quickly once instructed to minimize this period.
Step 5. Re-approve your landing pages and verify success
Once your Support Engineer has activated the switch to HTTPS for your instance, y ou must immediately take the following actions:
Approve all draft pages that you edited from Step 2 above. This can be done in bulk in the Landing Pages section of Design Studio by selecting a group of pages to approve via the “Landing Page Actions” menu.
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.
Verify your pages are loading and rendering as expected. Contact Marketo Support with any issues you may encounter.
Questions & More Information
For more detailed information, please see the Secured Domains Technical FAQ.
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Issue Will custom settings, such as Launchpoint integrations, API configurations and SFDC sync settings, remain in place when doing an instance copy, or will they be overwritten?
Solution All permanent configuration settings which can be done to a Marketo instance are reset to the default values or settings in the destination instance. Everything is copied except for the below list:
Lead Database and activity history are not copied CRM configuration is reset on the destination instance. Users are not copied. CRM Field Mappings are removed in the destination instance except for standard mappings, and must be set during the Field Mapping Stage of CRM sync initialization. RCA information is not copied. Program subscriptions are not copied. Campaign History is not Copied. CNAMES for Email links and LPs are not copied. All Account-string based properties are modified accordingly. Munchkin ID of the destination instance is preserved. Sales Insight Admin Configuration is Reset. Outlook licenses are not copied. All pre-existing data on the destination instance will be destroyed. Asset IDs for emails, landing pages, and programs will match Launchpoint and API integrations are not copied
If data may exist on the destination instance prior to the copy process, this may require that you work with your Success Manager to obtain a replacement instance for the copy to be completed.
Issue Issue Description Changing your primary domain can be a bit of a daunting task if you don't know where to start, this guide will walk you through the steps you will need to take to use a new domain with your Marketo instance.
Solution Issue Resolution
Create your new Landing Page CNAME and point that to your Marketo instance. If this new CNAME is going to be used as your primary domain, then the original Domain Name in Admin > Landing Pages will need to be changed to reflect your new domain. The original domain should be added as a domain alias so any URLs referencing the original domain will continue to work.
Adding a new primary branding domain (CNAME) for emails is also recommended when changing domains. This will allow tracked links in emails to reference the new domain going forward. You'll want to leave the original branding domain (CNAME) active and listed so that tracked links in any previously sent emails will continue to work.
If you plan on signing your emails with your new domain, setting up a new SPF/DKIM record is recommended to help keep your deliverability rates as high as possible.
Full Details of all Marketo Support Offerings:
Support Levels Offered Service Level Response Targets
https://support.marketo.com : Online Support Portal for Case management and Knowledgebase search
email@example.com : Email to Case Submission
firstname.lastname@example.org : Contact Support management regarding Support services
email@example.com : Questions regarding Support or Community access
Regional Contact Information
Hours: M-F, 6am to 6pm Pacific
Toll Free US: +1 877 270 6586
Direct: +1 650 376 2303
New Year's Day
Thanksgiving Day and the Day After
New Year's Eve
Europe, Middle East, & Africa:
Hours: M-F, 8am to 5pm GMT
Europe: +353 (0)1 511 9556
UK: 0800 151 3030
English, French, German, Portuguese
New Year's Day
St. Stephen's Day
Hours: M-F, 9am to 6pm AET
ANZ: +61 2 8310 7646
New Year's Day ANZAC Day
Christmas Day Good Friday
Easter Monday Boxing Day
Hours: M-F, 9am to 6pm JST
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 Mission Critical: Core Business function down or potential loss of mission critical data P2 Urgent: Major feature or workflow is not functioning, mission critical workflow and majority of user community is not blocked P3 Important: Normal usability or task completion is impacted but functional or workaround is available P4 Minor: Minor issue requiring a correction, normal workflow is not impacted
Marketo offers a number of ways to contact Marketo Support directly for assistance from 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 cases to:
Reminder: Cases submitted by email are all submitted with a P3 Priority
Regional Phone Contact Information
Marketo does feature the tried and true means of contact support, by the phone. Authorized Support contacts with any support entitlement of Business level or higher can contact Marketo Support by calling one of the regional phone numbers listed below.
Region Contact Details Observed Holidays North America Hours: M-F, 6am to 6pm Pacific Toll Free US: +1 877 270 6586 Direct: +1 650 376 2303 Languages Supported: English, Spanish New Year's Eve and Day Independence Day Thanksgiving Day and the Day After Christmas Eve and Day Europe, Middle East, Africa
Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 511 9556 UK: 0800 151 3030
English, French, German, Portuguese
New Year's Eve and Day Easter Monday Christmas Eve and Day St. Stephen's Day Asia Pacific Hours: M-F, 9am to 6pm AET ANZ: +61 2 8310 7646 Language Supported: English
New Year's Day Good Friday Easter (following Monday) ANZAC Day Christmas Day Boxing Day
Japan Hours: M-F, 9am to 6pm JST JPN: +81 3 6478 6080 Language Supported: Japanese
New Year's Day Coming of Age Day National Foundation Day Emperor's Birthday Spring Equinox Showa Day Constitution Memorial Day Greenery Day Children's Day Marine Day Health and Sports Day Respect for the Aged day Fall Equinox Labor Thanksgiving Day
If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution. Caution: If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1: Americas: +1.877.270.6586, Direct: +1.650.376.2303 Europe, Middle East, & Africa: +353 (0)1 242 3030, UK: 0800 151 3030 Asia Pacific: +61 2 8310 7646 Japan: +81.03.4233.9014 How to Escalate: Option 1: Step 1. Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Support tab and click on the “My Case Management” button. NOTE: You will need an open or recently closed case in order to escalate to support leadership.
Step 2. From here you will need to click on either an open or a recently closed* case:
*Support Cases that have been closed for longer than 10 days are no longer eligible to be re-opened and we ask that you open a new support ticket for your current issue prior to escalating to a Support Manager. We ask that you have an open support ticket for a Support Manager to be able to address specific issues. Step 3. After selecting a case, click on the Escalate to Manager button:
Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button.
Once your support escalation case has been submitted a Marketo Support Manager will contact you within 1 business day of your support region's support hours to address the issue. Option 2: You can email firstname.lastname@example.org to escalate your issues to our support management team. NOTE: Be sure to include your currently open Support Case number and the details of your escalation. This will help to ensure that a Support Manager can quickly identify the case tied to your escalation and follow up with you. Before you send an email to email@example.com you must have a current active support case closed support case that has been closed or is pending. Support Escalations are focused on the handling of current or recent cases. Brand new technical support issues that are sent to Support Escalations will be re-routed to our general case flow.
Issue You need to locate the Munchkin ID for a specific Marketo instance.
Solution What is a Munchkin ID?
How to find your Munchkin ID
1. Log into the specific Marketo Instance you need the Munchkin ID for. You can verify the instance name by checking the listing in the top left of your browser.
2. Go to Admin and click Munchkin in the tree on the left in the Integration section.
3. The Munchkin Account ID will be the first thing listed in the Tracking Code box.
Marketo users can configure Marketo to manage, nurture, and measure leads that are created from Google AdWords.
We offer 2 options, depending on what type of web page is linked to your Google AdWords ad.
Option 1: Link Google Adwords Ad to a Marketo Landing Page with a Form
This solution does not require custom coding This solution does not require any additional cost
Option 2: Link a Google Adwords Ad to Any Page on your Website
This solution does require custom coding so that you can capture the PPC (pay per click) information when the lead comes back 'later' to fill out a form on your page Depending on whether you have resources internally to do the custom coding, this solution may or may not require additional cost
Reporting Available (for both Option 1 and 2)
Number of new leads acquired by Google Adwords Program Cost per new lead acquired by Google Adwords Program Number of leads acquired by keyword/search phrase Top 10 keywords/search phrases which acquired new leads Top 10 AdWords CampaignID which acquired new leads Number of Opportunities by keyword/search phrase Number of Opportunities by CampaignID
Additional Reporting Available if you have Revenue Cycle Analytics/Explorer
Conversion ratio of your Google Adwords Return to investment for your Google Adwords Top 10 keywords by month report which shows
Average days to convert to opportunity Number of leads converted to opportunity
Top 10 CampaignID’s by month report which shows
Average days to convert to opportunity Number of leads converted to opportunity
Program Channel report >> Google Adwords (custom channel) metrics by quarter
New names, cost per new name Opportunity units, Pipeline generated, revenue, revenue to investment
Linking a Google Adwords Ad to a Marketo Landing Page with a Form Linking a Google Adwords Ad to Any Page on Your Website Google Adwords and Marketo FAQs
Marketo Champions are customers who have demonstrated outstanding leadership in the Marketo Community, are experts in Marketo products, are avid contributors in the social world, and are loyal advocates of the Marketo brand. Benefits and perks our Champions receive include:
Access: Meetings with our product and marketing teams to give exclusive feedback Previews: Given early previews to products, features, and releases when available Publicity: Exclusive speaking opportunities at our annual Marketo Summit and other events Networking: Special networking events with Marketo executives and fellow Champions and semi-annual conference calls Ownership: Ownership of content and exclusive activities at our annual Marketo Summit that showcase your expertise and thought leadership Credibility: Special Champion badge on Marketo Community profiles, and profiled on Marketo's corporate website Sweet Swag: Champion-exclusive swag
To find out more information and apply, click here. To view a complete list of current Champions, click here. Join the Marketo Elite Today!
Technically, you cannot move records backwards in a progression status. The only so called “backward” status that you can change the record to is a progression status of “Not In Program”; however, doing this removes them from the membership of the program. If you do this procedure, this will allow you to re-add them with a different status.
We mentioned technically this cannot be done but logically, there is another method that allows you to juggle the record’s progression status but in a more lateral movement with what appears to be in a “backward” state. This is all dependent on how you have your channel steps configured. To access your channel steps, please do the following:
Choose Admin Choose Tags Click the + next to Channel Locate the channel you wish to configure and highlight it Click the drop-down menu towards the top of Tag Actions, and select Edit
You should now see a pop-up window that allows you to configure the status steps for that channel like the following example:
If you configure statuses that have the same step number, this will allow you to move the record in a lateral movement which, in a sense, is somewhat like a backward progression but it really isn't . With the example screen capture, I can do a change in progression status of “Invited” to “Attended Show” and vice-versa because the step is with an identical number. If I wanted to change in progression status of “Invited” to “Engaged” and back, it will not work because the step value is not identical.
You can reference more information about this in the Marketo Admin: Customize, Create, & Manage Channels article.
Issue How to export a list of all the field mappings between Marketo and SFDC.
Solution Issue Resolution You can do export field mappings by following these steps:
Go to Admin > Field Management. Click over a tab to Field Mapping. Click the export button, next to the search bar at the bottom.
Issue You changed the Label name of the field and want the API name to match.
Solution I Outside applications rely on API names and changes to these names can make your Marketo instance unstable. For this reason, it is not possible to change API names of fields. Instead, we suggest creating new field with the correct API name.
Issue Clearing cache and cookies in your browser will fix a number of different problems related to page display, browser errors, and login issues.
Solution Here are links to the support articles on how to clear cache and cookies for the most commonly used browsers.
Clear cache and cookies - Computer - Google Account Help
How to clear the Firefox cache | Firefox Help
Safari for Mac: Manage cookies and website data using Safari
Microsoft Edge, browsing data, and privacy – Microsoft privacy
Issue You need to obtain data in the fields on a Marketo Custom Object.
Solution Marketo does not have Marketo Custom Object data export option in the UI.
Smart Lists will show a list of leads with that specific attribute, and you can see custom object data on an individual Marketo record.
However, using API, you or your dev team can query the Marketo database to access all values on these objects. Find out more at Custom Objects.
Following the Q2 Spring Quarterly Release, we identified that that two new permissions had been enabled by default for all API users. Any role that had "Access API" checked in the permissions for the role had "Read-Only Named Account List" and "Read-Write Named Account List" added to their permissions.
With the upcoming minor release, we will be reverting the defaults for these permissions back to disabled. After the rollback, some customers may receive an API error 603 when making API calls. Customers who receive these errors can resolve them by re-enabling the new permissions.
To manage role permissions, go to Admin > Users & Roles > Roles. Re-Enable (check) and save the two permissions shown below:
If you continue to receive 603 errors after enabling these permissions, please contact Marketo Support for further assistance.
Issue The URL for the landing page shows as "https" even though you do not have SSL set up on your Marketo instance, causing the browser to display a "Not Secure" warning.
Solution This can happen if the primary domain and DNS are SSL secure, but Marketo is not. For instance, if your primary domain is " https://www.mycompany.com " (SSL secure) then the DNS, which is also SSL secure, will push down the "https" transfer protocol down to all the CNAMEs on that DNS. This will force the Marketo landing page using the CNAME to use "https" in the URL, even though it is not secure. There are two ways to resolve this:
Work with your IT department to see if there is a non-SSL option for your DNS
Purchase SSL for your Marketo instance so that both your primary domain and your Marketo pages are SSL secure.
If you would like to add SSL to your Marketo instance, please contact your Account Manager to see about adding that to your subscription.
Issue Users for your Marketo instance are unable to log into the instance.
Solution Check your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it. In this situation , please contact your Marketo Account Representative to discuss the status of the instance and regaining access.
Issue You are experiencing slow processing of campaigns, smart lists, and reports.
Solution There are three key components that can slow down an instance:
Number of trigger campaigns : Trigger campaigns are always on, always listening. If there are 50 campaigns triggering at the same time, all the 50 triggers will be in queue, slowing down your processing and routing inside Marketo.
Reduce the number of Triggers. Convert some of the triggers to batches: Batches also run all the flow steps for every lead at once, instead of serially, which reduces total processing time.
Complexity of smart lists : The more complex a smart list, the harder it is for the system to figure it out, which increases backend processing and even creates campaign failures from timeouts.
Reduce the number of nested smart lists called in a smart list. Whenever you ask Marketo to call another Smart List, it has to wait until all of the other smart lists finish, before putting together the final counts. Instead of Marketo looking for the list and running it, just put the filters in the trigger itself.
Volume of Leads: With regular cleaning and good systems design, it is fairly easy to keep your system running fast. Reduce the number of leads that can flow through with filters. Clean up the inactive leads at regular intervals.