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Issue What does the Data Value Change activity with following reasons mean? System flow action sysActionChangeDataValue updateLeadEmailStatus System flow action sysActionChangeDataValue resetLeadEmailStatus Solution Both Data Value Change activity reasons are a result of an automated process known as Durable Unsubscribe https://docs.marketo.com/display/public/DOCS/Durable+Unsubscribe 'updateLeadEmailStatus' refers to durable unsubscribe updating existing records. So when a record's unsubscribe value get's manually changed, the other duplicate record(s) that has the same email address will get updated by the durable unsubscribe and 'updateLeadEmailStatus' will be logged for the updated leads. Whereas, 'resetLeadEmailStatus' refers to durable unsubscribe updating a new record, when its existing duplicate record(s) that has the same email address have 'unsubscribed=true'. So when a new record is created and the other duplicate records have 'unsubscribed=true', the new record will be updated by durable unsubscribe and 'resetLeadEmailStatus' will be logged for the new record. The 'resetLeadEmailStatus' can also occur as follows: Existing lead in Marketo has unsubscribed value set to 'True' Lead is imported into Marketo with unsubscribed value set to 'False'. Momentarily, we can see this reflected in Marketo. Lead's unsubscribed value is changed back to 'True' with reason 'resetLeadEmailStatus'. This is because "When a lead is imported, the unsubscribe flag WILL NOT be overwritten by the import." Durable Unsubscribe
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    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: support@marketo.com   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 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 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 New Year's Day Easter Monday Christmas Day St. Stephen's Day Asia Pacific Hours: M-F, 9am to 6pm Aus EST ANZ: +61 2 9045 2701 New Year's Day ANZAC Day Australia Day Queen's Birthday Labour Day Christmas Day Easter Monday Boxing Day  
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  Overview Add Leads to Static Lists Use Custom Fields Overview Lead records have two primary components – lead attributes and activity logs. Lead attributes are the fields and field values within the lead record. For example, Job Title is a lead attribute. Lead Name is a lead attribute. Activity logs record the actions Marketo or the lead themselves have taken. For example, sending an email to a lead is an activity that would show in the activity log. If the lead opens the email or visits a tracked page, those activities would show in the activity log as well.   Activities in the activity log are only retained for 25 months, or 37 if you have purchased the premium data retention option. The main way to store activity data beyond the Data Retention Policy timeframe is to use the Bulk Extract API. There are two other ways you can keep a reference of these activities after the end of the Data Retention period, and they can be referenced within the Marketo UI. This article will show you how that can be done.     Add Leads to Static Lists Static lists will retain lead membership even if the activity of adding the lead to the list has been removed. This will let you have lists dedicated to specific criteria that would otherwise be removed after the data retention time period has been passed.   For example, Smart Campaign membership history is not retained after 25 months. If you are searching for members of a Smart Campaign, but a lead first became a member of the Smart Campaign more than 25 months ago, the search results would not include that lead.   An easy way to work around that is to add your leads to a static list as part of the flow of the campaign. When creating your Smart Campaign, create a new static list with the same corresponding name (makes it easier to identify later). When building the flow of your campaign, add the "Add to List" flow step so that all leads going through the campaign will be logged on the list.         Use Custom Fields Lead attributes and their field values are not affected by the Data Retention Policy. Use Smart Campaigns to populate custom fields with values based on activities your leads take. This will allow you to filter leads by these lead attributes that are not affected by the Data Retention Policy. A side benefit to this is that it is faster to search by lead attributes than by searching through lead activity logs.   Example: This approach can work for many different activities, but let’s use form fill outs as an example.   Let’s say you want to be able to identify leads who have been very active and have filled out more than 5 forms over their lifecycle. You could use the filter “Filled Out Form” with the “Min. Number of Times” constraint set to 5. However, if one of those forms filled out occurred more than 25 months ago, the filter would only be able to access 4 form fill activities in the activity log. Therefore, the lead would not pass the filter.   Instead of using the “Filled Out Form” filter, set up a Smart Campaign to write to custom fields that show you how many forms they’ve filled out, and when the first one was. Here’s how to do it:   1. Create two new custom fields in Marketo, one Score Field, and the second a Date Field.   2. Create a new Smart Campaign   3. Add the trigger “Fills Out Form” set to “is any” to the Campaign Smart List     4. Add these two Flow Steps to the Campaign Flow: Flow Step 1 : “Change Score” Score Field Name: your score field name Change: +1   Flow Step 2 : “Change Data Value” Add Choice to Flow Step Choice 1: If “your score field name”  “is empty” Attribute “your score field name” New Value: {{system.date}} Default Choice: Do Nothing       This campaign will listen for any time a lead fills out a form, add +1 to your score field, and if it’s the very first form they’ve ever filled out, it will log the date of when it was done. If the lead has ever filled out a form in the past, there will already be a date value in the date field, so the flow choice would just skip over it and do nothing.       Results You’ll See: With the original goal of identifying leads who have filled out more than 5 forms you’ll be able to filter for leads that have filled out at least 5 forms. In addition, this campaign will let you search for leads based on when they had filled out their very first form, regardless of how long ago it was. Since it’s stored in a lead field, it’s a lead attribute that is not affected by the Data Retention Policy at all.      
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!!EASTER EGG!! The ball with the Marketo logo in the upper-left corner of the screen is your Superball.  Here's a quick trick to make it bounce like it did when you first got into your Marketo instance: Hold down Ctrl (Command for Macs) + Shift, then hit the 's' key. Happy bouncing!    
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We have enhanced the behavior of the unsubscribe functionality to make it “durable”.  We have added a master email status, which is separate from the unsubscribe flag visible on the lead detail record.   If the unsubscribe flag is set from false to true, the master email status is updated, and the change is propagated to other leads with the same email address. Update the Unsubscribe flag from True to False (e.g. Re-subscribe a lead) When a lead is imported, the unsubscribe flag WILL NOT be overwritten by the import. Here are the ways a lead can be re-subscribed: 1.   In SFDC, uncheck the Email Opt Out field.  This WILL sync to Marketo. 2.   Manually update the lead detail record by un-checking the unsubscribe flag 3.   Run a Change Data Value Flow Action on one or many leads a.  Select the attribute “unsubscribe” and set the value to False 4.   Update an existing lead via SOAP API 5.   Form Field – set a field on a form to set the unsubscribe flag to “false” and this will unsubscribe the lead a. Best practice would be to have text on the form that says that by filling out this form, they are agreeing to receive email communication Creating a New Lead When a new lead is created, we check it against the master email status table.  If the lead was previously unsubscribed, we will update the record to be unsubscribed.   Changing an email address If you change the email address of a lead to an unsubscribed email address, the lead will be unsubscribed.  This change can occur in either Marketo or SFDC. If you change an unsubscribed email address to one that is subscribed, the lead will be subscribed.    
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Question: How are the Original Search Engine and Original Search Phrase fields populated?   Answer: Both fields are intended to be populated if the very first webpage visit is due to the lead clicking on a link from a search engine. If the lead logs their very first webpage visit to your website via directly typing in the URL or clicking an email link then the Original Search Engine / Search Phrase will not be populated. Due to security and privacy concerns, current search engines no longer pass this informations, but we retain the fields so that leads who had values populated for them previously can retain that information.   .    
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When a new lead enters Marketo from a  form fillout or  List Import,  Marketo automatically searches for a lead with the same email address.  If that lead exists, the existing lead is updated instead of creating a duplicate. However, Marketo does not automatically de-duplicate leads who are already in your database. This is especially a problem for new customers who often have many duplicate leads in their database. Also, if you add a new lead directly into Salesforce ( through the Salesforce import process or web-to-lead forms) Salesforce will create a duplicate lead that gets synced into Marketo. When this happens, you can use Marketo to find and fix those duplicates.   How Marketo handles duplicates   The primary consequence of duplicates is that one lead record could have the most relevant information about that lead while your sales rep is looking at the incomplete duplicate.   For example, say that you have a duplicate lead in your database and that lead fills out a form on your website. Marketo generally updates the lead record that was most recently updated. In another case, say you run a campaign to email your lead database and two duplicates are included in your campaign run. Marketo automatically detects the duplicate email address and ensures that only one email is sent to that lead. That email send and subsequent activity will be attributed to the most recently updated lead. When you merge leads, their entire history is combined, and you can control which fields are kept in the final lead. You won't lose any information or tracking.   Most customers have many duplicates when they start with Marketo. After initially de-duplicating your database, the work to keep your database de-duplicated is usually very small. You should work to stop the sources of duplicate leads and make Marketo your single point of entry for all new leads.   Finding Duplicates   Go to the Lead Database section of the app. Then click on the Possible Duplicates list in the tree. Click the grid header that says Email .  You can sort by email address to see the duplicates next to each other. Selecting multiple leads Select two leads that have matching email addresses.  You can do this by holding the "control" key down while clicking on the two different leads.  (You can merge more than two at a time, but start with two.) Tip: Sometimes clicking too fast will make the grid select incorrectly.  Clicking a little slower usually helps. When you have two rows selected or highlighted, click the Merge Leads button in the toolbar.   The Merge Dialog A dialog will appear showing you all the fields that differ between the two leads.  You need to pick which values to keep in the merged lead.  Not every field is displayed -- just the ones that you need determine appear. By default, the values from the most recently updated lead will be selected (with a check and highlighed yellow). To pick a different value for the merged lead, click the checkbox next to that value. If you want to enter your own values for the merged lead, click the Custom field for that row then type in your own value: When you're done, click Merge .  The winning values will be kept in the merged lead; the other values will be discarded. Important : Clicking merge will instruct Salesforce to merge the records properly.  All Salesforce and Marketo activities are merged into the remaining lead.  Nothing is lost.  Campaign History is also kept.   Duplicate pattern matching You will notice that the Possible Duplicates list has a Smart List tab.  Click on the Smart List and you will see it's using the "Possible Duplicates" filter on the "Email Address" field. You can change this filter to search other fields for duplicates. Click the little green plus in the definition. Note : You should use only one Duplicate Fields filter in your Smart Lists.  If you want to check multiple fields, always use the green plus button to add multiple fields; don't drag in a second filter. When you change the Duplicate Fields filter, you should sort the Leads grid by the column you're checking to put the duplicates next to each other. EasyMerge Program Marketo offers a service for mass-merging of duplicates.  Please contact your Customer Success Manager to inquire about this service. What happens when I merge two leads in Salesforce? When you merge leads or contacts in Salesforce, Marketo will also merge the matching leads in your lead database. See this article to learn more about how that works: https://docs.marketo.com/display/public/DOCS/Find+and+Merge+Duplicate+People#FindandMergeDuplicatePeople-EffectinSalesforce    
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Importing lists containing non-English names into Marketo may replace accented characters with invalid ones, often squares or non-alphabetical signs.   The "character set" parameter identifies a character encoding, which is a method of converting a sequence of bytes into a sequence of characters. This conversion fits naturally with the scheme of Web activity: servers send HTML documents to user agents as a stream of bytes; user agents interpret them as a sequence of characters. The conversion method can range from simple one-to-one correspondence to complex switching schemes or algorithms.   It is a good practice to set the browser to an appropriate character set before running the import. The most widely used are:   Unicode (UTF-8) A universal character set that defines the characters included in a majority of the languages of the world. It can work with pages and forms that include a mixture of languages within the same page.   Note: Old browsers may have an issue with you using the UTF-8 character set. It may be wise to consider ISO-8859 for old releases. ISO-8859-1 Also know as Latin1, includes the latin based languages of the world. It includes most western european languages.   ISO 8859-1 Western Europe ISO 8859-2 Western and Central Europe ISO 8859-3 Western Europe and South European (Turkish, Maltese plus Esperanto) ISO 8859-4 Western Europe and Baltic countries (Lithuania, Estonia, Latvia and Lapp) ISO 8859-5 Cyrillic alphabet ISO 8859-6 Arabic ISO 8859-7 Greek ISO 8859-8 Hebrew ISO 8859-9 Western Europe with amended Turkish character set ISO 8859-10 Western Europe with rationalised character set for Nordic languages, including complete Icelandic set ISO 8859-11 Thai ISO 8859-13 Baltic languages plus Polish ISO 8859-14 Celtic languages (Irish Gaelic, Scottish, Welsh) ISO 8859-15 Added the Euro sign and other rationalisations to ISO 8859-1 ISO 8859-16 Central, Eastern and Southern European languages (Albanian, Croatian, Hungarian, Polish, Romanian, Serbian and Slovenian, but also French, German, Italian and Irish Gaelic)   Microsoft Internet Explorer   Mozilla Firefox   Apple Safari   Google Chrome     Opera   Mozilla Camino (Mac OS X)
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Some fields in Marketo are read-only. It is not editable by completing forms, Change Data Value flow steps, on the lead detail page, or list imports. Here is a list of many of those fields: SFDC lead fields Lead Owner First Name Lead Owner Last Name Lead Owner Email Address Lead Owner Phone Number Lead Owner Job Title SFDC Campaigns SFDC Type   SFDC Opportunity fields   Number of Opportunities Total Opportunity Amount Total Opportunity Expected Revenue Other built-in and custom opportunity fields   SFDC Account fields   SFDC Accounts are not editable from Marketo   Marketo lead management system fields Anonymous IP Black Listed Cause Created Date Deleted In Sales Do Not Call Cause Email Suspended Email Suspended At Email Suspended Cause Full Name Inferred City Inferred Company Inferred Country Inferred Metropolitan Area Inferred Phone Area Code Inferred Postal Code Inferred State Region Is Anonymous Lead Partition Revenue Cycle Model Lead Revenue Stage Marketing Suspended Cause Original Referrer Original Search Engine Original Search Phrase Original Source Info Original Source Type Parent Company Name Registration Source Info Registration Source Type Unsubscribed Cause Updated   Sales Insight system fields   Last Interesting Moment Date Last Interesting Moment Desc Last Interesting Moment Source Last Interesting Moment Type Priority Relative Score Relative Urgency Urgency   Salesforce custom objects SFDC custom objects are all read only
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Issue Description: The Activity Log shows "Fill out a form" without a page visit. How users could fill out a form without visiting the page? Issue Resolution: Google Chrome introduced Incognito. Firefox, Safari, Opera and Internet Explorer implemented Private Browsing. Pages that users visit in Private Browsing/Incognito will not leave traces, like cookies, on users' computers after they close all open windows. A normal visit to any page is not tracked during visits, regardless the navigation path. That includes other pages after the form is filled out. The new Do Not Track feature is a contributing factor for apparently incomplete Activity Logs. When users turn on the Do-not-track feature, the browser tells every website they visit (as well as their advertisers and other content providers) that they do not want their browsing behavior tracked. Honoring this setting is voluntary — individual websites are not required to respect it. Websites that do honor this setting should automatically stop tracking your behavior without any further action from users.
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Question: Is it possible to assign a lead owner during a list import?   Answer: No. The reason for this is because lead ownership is a Salesforce functionality and should be first done from within Salesforce. Here is one of the easiest options available to you within Marketo, if you are not able to do the assignment in Salesforce:   1) Upload yours leads into Marketo's Lead Database without lead owner information. i.e. your import CSV will not have any lead owner columns in it. More information on import leads at Import a List of Leads from a Spreadsheet into Marketo (Import List) .   2) Once the list import is successfully completed and your leads are in Marketo, you can use the "Sync Person to SFDC" flow action to assign lead ownership. More information on the "Sync Person to SFDC" flow action at Sync Person to SFDC .
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  Marketo Support's Mission is:   "To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success."   Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any questions or concerns. TSEs are responsible for troubleshoot issues within your Marketo instance. Common areas within a Marketo instances which TSEs will assist with are:   My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community   Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code:    Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API   Our technical support engineers are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience.   Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented.   Response Time   Our Technical Support Engineers are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services.  We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to Service Level Targets.
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  Market Support is here to help you with your issues in the quickest and most effective manner possible.  In order for us to do that, there are a few things we really need from you before you click the submit button to create a support case with us.   First, have you searched the community for a solution? The best kind of support case is the one you don't have to submit.  The Marketing Nation Community is an expansive site with a lot of content.  Have you checked Product Docs or Support Solutions for a resolution to your problem?  Have you checked to see if there is a community discussion thread that covers your question?  The Marketing Nation community is a 24 x 7 customer resource and a quick search for a keyword and phrase maybe all that separates you from a solution to your problems.   Second, what's the best way to reach Marketo Support? Marketo Support offers a variety of ways to reach our support team.  Depending on your issue, some of the support channels might be better suited than others.   Please be aware that only contacts from your company/organization that have been identified as an authorized support contacts or authorized support administrators can submit cases to Marketo Support.       Marketo Support (Support) The Marketing Nation Support area features a case submission application that allows you to select your case priority and also select what the Case Issue and Sub-Issue is.  These selections allow our automated case routing system to assign the case to the available support engineer that can best assist you.   Spark customers can submit cases through the support portal only
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Welcome to Marketo Support This guide provides individual links that covers the following topics: Marketo Support Policies Service Level Agreement How to Contact Marketo Support How to Submit a Case Tips on Effective Case Submission Managing Authorized Support Contacts (Support Admins) Managing Your Cases How to Escalate  
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My export is going to take a long time, do I have to stay logged in until it completes? Thankfully no, once you get your Import or Export started, you can log out, go grab some coffee or go home and the process will continue. Export: When you start the export process, you can close out of Marketo, later in the day or the following day you can log back into Marketo, find the same SmartList or StaticList you ran the export from, select it, click on List Actions and choose "Show Export Status". The Export dropdown will show up and assuming it is finished, the download link will be available. 1. Find and Click on the SmartLists or StaticList: 2 . Click on List Actions then "Show Export Status": 3 . The dropdown will pop open in the top right hand corner with the export status or the download link:   Import: Similarly, you can get an Import started, when you choose the CSV and begin the process the first step is for the file to get uploaded to our server where it will be further processed and imported into the database. Once the file is uploaded and the import process begins, you can close out of Marketo and come back to check on the status in the future instead of staying logged in the entire time. In a similar manner to checking export status, you can click the StaticList you are importing into as follows: 1. Find and Click the SmartList or StaticList you are Importing into: 2. Click on List Actions then "Show Import Status": 3 . The dropdown will pop open in the top right hand corner.
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  Once you have submitted a case to Marketo support, we provide a simple way of staying connected to your case and the cases submitted from you company through the Marketo Support Portal.   You can access the support portal through your Marketo instance by selecting Help and Customer Support: You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password.)   Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history.   From the My Cases navigation: You can access the following case views: Open – Cases that are being triaged by Support and pending Support’s response Closed – Cases that were created by you and are now closed Pending Fix – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date Company Closed – Cases that were created by you or your colleagues that are now closed Company Pending Fix – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date Company Open (only viewable from Case List filter) - All open cases submitted for the account   To view specific case details, click a case number.   From the Case Details, you can perform the following: Close your Case - Select the "My Case is Resolved" button to close your case Add Comments - Provide additional comments to support or respond to a Support question Add Attachment - Provide any screenshots or documents that will help illustrate the issue you are reporting   If your case has been closed there are two options available to you.     Reopen - You can reopen your case if you are not satisfied with the case resolution   Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.
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Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs: Online Business Premier Elite Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P3. Here are the SLTs and priority levels for each Support Service:   Priority Online Business Premier Elite P1 1 hour 1 hour 30 minutes 30 minutes P2 4 hours 4 hours 2 hours 2 hours P3 6 hours 6 hours 4 hours 2 hours   Here are the descriptions for each priority level: Priority Description P1 Production Down: Production system, application, or critical feature/function is down. P2 Production impaired: A major feature/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 major issue is impacting usability of the system, but a workaround is available and major features/functions are working correctly.   Find more information About Support here!
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  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!  
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Due to the way Excel handles CSV files with unicode data, you may need to follow these steps for importing the file into Marketo as UTF-8 data: Set up your Excel spreadsheet properly for your import (for example, removing unnecessary columns) Select all the data in the spreadsheet. Copy it to the clipboard (control-c in Windows, command-c in OS X) Paste the data into a text editor -- Notepad in Windows, TextEdit in OS XSave the file. In the "Save As" dialog, pick the UTF-8 option in the Encoding section at the bottom of the dialog In TextEdit, set the file to text only using Format -> Make Plain Text before pasting Save the file. In the "Save As" dialog, pick the UTF-8 option in the Encoding section at the bottom of the dialog Import the file into Marketo as a "Tab-separated values" file Your unicode characters should import correctly.
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Full Details of all Marketo Support Offerings:   Support Levels Offered Service Level Response Targets   Global Contact   http://support.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 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, Japanese 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 4520 9600   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   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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