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 Unable to update Person Source as expected for records created with the LinkedIn Lead Gen Forms and Facebook Lead Ads integrations.
Issue New records created through LinkedIn Lead Gen forms as well as Facebook Lead Ads results in the records not updating the Person Source field as expected.
Solution Person Source may be set to block updates to the field as noted in the example for Block Updates to a Field - Marketo Docs - Product Documentation. To resolve the issue ensure the field is not set to block updates for the desired update method. Alternatively the Person Source values populated by the integrations can be kept and expected values can be updated to include these sources.
Root Cause The LinkedIn Lead Gen Forms and Facebook Lead Ads integrations automatically update the Person Source to preset values when a new record is created in Marketo through the integrations.
Blocking field updates to the field may prevent the value from changing to pre-configured values as a value already exist for the integration created records.
Environment LinkedIn Lead Gen Forms Facebook Lead Ads
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
firstname.lastname@example.org : Email to Case Submission
email@example.com : Contact Support management regarding Support services
firstname.lastname@example.org : 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
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Europe, Middle East, & Africa:
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UK: 0800 151 3030
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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
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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
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!
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 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.
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.
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.
!!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.
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..
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.
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
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.
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.
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.
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.
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.
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.
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.
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
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
Here is an additional resource that may be useful and relevant