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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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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.  
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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. Chrome Clear cache and cookies - Computer - Google Account Help   FireFox How to clear the Firefox cache | Firefox Help   Safari Safari for Mac: Manage cookies and website data using Safari   Internet Explorer https://support.microsoft.com/en-us/help/278835/how-to-delete-cookie-files-in-internet-explorer   Microsoft Edge Microsoft Edge, browsing data, and privacy – Microsoft privacy    
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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.    
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Issue "Added to List" trigger is not firing when a lead is imported to a list when the List Import Mode "Skip new people and updates" is selected.     Solution Campaign triggers fire when the triggering activity is written to the lead's activity log. "Skip new people and updates" mode specifically skips activity logging. Since the "Added to List" activity is not written to the lead record when a lead is imported, the campaign will not be triggered.
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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.        
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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. Solution: 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. Solution: 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.    
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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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Issue What is the difference between Program Status Vs. Person Status? Solution Person Status is an attribute on a record and is an over all status for the record. An example would be a lead that has MQL or Marketing Qualified status. Program Status is the status a lead is in within a program. An example for an lead would be in a trade show or any event type program. This would have a program status of "Invited" or Registered. A single lead can have multiple program statuses, one for each program membership they have. A great way to look at it is, I have a Monthly membership to the Gym and a premium membership to the local warehouse club. I have multiple memberships and statuses for those memberships.. However my "Person Status" is different, I am for example licensed to drive in the state I live. My status is either licensed or not..        
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Issue Is to possible to set up a distribution list (for internal employees) in Marketo? Solution There is no such feature called "Distribution list" in Marketo. An email can be sent to people only of they are part of your lead database. Alternate Workaround: You can create a excel sheet for your internal employees with their email addresses and import them into a Marketo static list.  You can refer this list in your smart campaign whenever you would need to send a communication email. Note: Mark the email you send as "Operational" to ensure that it reaches all the people in the imported list.    
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Issue There are two filters available (Acquisition Program and Acquisition Program Name), but only Acquisition Program Name appears in the lead record and is available as a column in the lead views.  What is the difference between these? Solution Acquisition Program is a system-managed field. It isn't available in many picklists, nor in certain filters. Acquisition Program Name is a field that allows you to use this data more freely as it is not locked by the system. Acquisition Program = Master naming for programs Acquisition Program Name = Friendly usable name    
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Issue Issue Description If a page is not loading in your browser for Marketo, this can sometimes be due to network related issues. We can help troubleshoot by using a HAR file from the browser to see network traffic.   Solution Issue Resolution Instructions to generate a HAR file broken down by browser version: Chrome In Chrome, go to the page within Marketo where you are experiencing trouble. At the top-right of your browser window, click the Chrome menu ( ⋮ ). Select Tools > Developer Tools . The Developer Tools window opens as a docked panel at the side or bottom of Chrome. Click the Network tab. Select Preserve log. You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser. Refresh the page and reproduce the problem while the capture is running. After you successfully reproduce the issue, right click on any row of the activity pane in the Network and click Save as HAR with Content. Save the HAR file. Select the Console tab. Right-click anywhere in the console and select "Save as...". Name the log file Chrome-console.log. Send both files as shared links in a reply to your case. Firefox In Firefox, go to the page within Marketo where you are experiencing trouble. Click the Firefox menu (Three horizontal parallel lines) at the top-right of your browser window. Select Web Developer > Network. The Developer Tools window opens as a docked panel at the side or bottom of Firefox. Click the Network tab. Select Persist logs. After you successfully reproduce the issue, right-click any row and select Save all as HAR. Firefox typically takes a few seconds to prepare the download. A slight delay on this step is normal. Select the Console tab. Right-click any row and select Select all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case. Safari In Safari, go to the page within Marketo where you are experiencing trouble. In the menu bar at the top, click Develop and select Show Web Inspector. Click Preserve Log. Click the Console tab and select Preserve Log. Go back to the Network tab. Refresh the page and reproduce the problem while the capture is running. Once you have reproduced the issue, select Export. Save the HAR file. Click the Console tab. Right-click any row and select Select all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case. Internet Explorer 11 (IE 11) In Internet Explorer, go to the page within Marketo where you are experiencing trouble. Click the gear icon in the top right. Select F12 Developer Tools. Click the Network tab Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running. Refresh the the page and reproduce the problem while the capture function is running. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk. Click the Console tab. Right-click any row and select Copy all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case.
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Issue Issue Description Getting 'Communication Failure' error popup repeatedly when doing normal operations within the application.   Solution Issue Resolution Disable all browser extensions especially any dealing with ad blockers as they seem to be the primary cause of this issue.  
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Issue Whenever a lead enters Marketo, it is being deleted automatically. Solution Marketo will never delete any lead records on its own unless you have setup a trigger or batch campaign to do so. We suggest you to review your campaigns in Campaign Inspector and check for the campaign that is using "Delete Person," or "Delete Person from SFDC" with the value true for "Delete in Marketo." If you have figured out the campaign and you would like to restore the deleted leads, contact Marketo Support  and we may be able to restore the deleted leads within a limited timeframe.  
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Issue What happens if you log off (close) Marketo when importing a large amount of data through list import? Will it be processed or resume when you log back in? Solution It will keep running if you log off.  Next time when you have a large list to import, we would recommend sending a notification to yourself.  There is a little box you can put your email address in right when you start the import, it will email you when the import is done.        
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Issue When we delete the static lists from a program after a period of time, will the leads they contain no longer be member of the program? Solution The individuals should still be a member unless you change their membership status to remove them. Remember lists are simply collections of individuals so you can easily process or associate them, they don't automatically get "membership" unless you had corresponding flow steps that you used when putting them on the list.        
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Issue How do you delete the data in Marketo Custom Object records, or in specific fields on the custom object i f the the custom objects have already been created and approved? Solution Marketo Custom Objects are not accessible via the User-Interface. API calls must be utilized in order to delete this record data.   You can delete the records via the 'Delete Custom Objects' call http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Custom_Objects/deleteCustomObjectsUsingPOST   If you are interested in extracting any of the existing data, you can use the following GET call. Y ou will need to make a 'Get Custom Objects' call http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Custom_Objects/getCustomObjectsUsingGET   Here is an additional resource that may be useful and relevant http://developers.marketo.com/rest-api/lead-database/custom-objects/#list
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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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  Full Details of all Marketo Support Offerings:   Support Levels Offered Service Level Response Targets   Global Contact   https://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 2303   Languages Supported: English, Spanish Observed Holidays: New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Day New Year's Eve 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 AET 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 5:30pm JST JP: +81 (0)3 4233 9014   Languages Supported: Japanese 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 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  
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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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