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Issue You want to know the expected behavior if an email is sent to a lead from a Smart Campaign and then you add that exact same email (with the same email asset ID) to an Engagement Program nurture stream the lead is in. Solution The email will not be sent through the nurture stream, because an Engagement Program will not send the same exact same email to a lead twice, regardless of how it was originally sent. However, Marketo will send a cloned version of that email, since the email asset IDs are different.  
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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:   This is a article attached image     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 Create a Program Channel article.
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Issue After moving an asset to a new folder, you are unable to see the asset in the tree, or see duplicates of the asset in both the new and old location. Occasionally, this may occur even when you have not recently moved the asset. Solution Sometimes when an asset is moved from one folder to another, it may not display correctly in the navigation tree.  This is generally due to a caching issue.  Try refreshing the browser or logging out of your Marketo instance, then logging back in.  If this does not clear the issue, contact Marketo support to have us clear the tree cache for your instance.
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Issue Trigger Tokens in a Batch Campaign Flow are not functioning as expected, or result in an error.    Solution Issue Resolution Trigger Tokens can only be used in a Trigger Campaign Flow and will not work in batch campaigns. While originally intended for Interesting Moments, Trigger Tokens will also work in Change Data Value flow steps. The associated Trigger Tokens will only function with the corresponding Triggers denoted by the green check-marks in the chart here.
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Issue Trigger campaign with a Data Value Changes trigger for the attribute “SFDC Is Deleted” does not fire when the value is changed to "True." Environment Customers integrated with Salesforce Solution This field, “SFDC Is Deleted”, is a system managed field which we do not log a Data Value Change for. Instead use trigger: "Lead is Deleted from SFDC" to capture these leads.    
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Issue Best practices for trigger campaigns. Solution Trigger campaigns in Marketo look for ANY activity that could be related even if there is a filter or constraint. If you have 10 Clicked Email Campaigns active, and 100 Leads click on an email. Each lead has 10 evaluations to determine if that trigger qualifies. They will still evaluate even if they will not qualify due to constraints or filters. Here are some best practices to assure your trigger evaluation step is as quick as possible: -Turn off any trigger campaigns that are no longer needed. (This will reduce the # of active monitors that will cause evaluations to fire off for a trigger event)       -Note: Once a quarter, Marketo will find smart campaigns that have sat dormant (no people trigger it) for 6 months or more and deactivate them automatically. However you can manually deactivate campaigns on your own.   -Convert Trigger campaigns to Batch if they are not needed for immediate response (for activities or campaigns that can run nightly). Batch campaigns run on a separate component of Marketo's processors which doesn't affect the Trigger qualifier speeds. Each instance's situation can be unique. Our support team would be glad to go over best practices for your instance and also review how you can self-maintain the campaign deactivation through the Campaign Inspector.   
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Issue A lead met the trigger criteria but failed to trigger a Smart Campaign Solution When a trigger campaign Smart List contains both triggers and filters, the filters criteria must be satisfied before or at the exact moment the trigger fires.  To determine whether this is the case for a particular lead: Look at the Smart List to determine what filter criteria need to be satisfied. Open the lead's activity history and see when the activity occurred that should have triggered the campaign. Go through the lead's activity history and determine when the values were set for each of the filter criteria. If one of the values was set after the trigger fired, the lead would not have qualified in time to go through the Smart Campaign.    
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Question: My campaign seems to be delayed, what is going on? Answer: You may have multiple campaigns running and some of them are queued. You can use the Campaign Queue to get an overview of all running and queued campaigns in your instance of Marketo. If there is a campaign backlog you can check the priority of the delayed campaigns and the campaigns at the front of the campaign queue. High priority campaigns will always move to the front of the line, followed by medium priority and low priority campaigns. If there are too many high priority or medium priority campaigns running then you may see a longer delay with low priority campaigns since they will always move to the back of the queue. You may want to consider overriding the campaign priority of non urgent campaigns that are set to high priority to reduce the priority and make room for lower priority campaigns to run. It is not recommended to set a large number of campaigns to high priority as this does not improve the processing time of the campaigns, only the order in which they are run.      
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Issue You made an A/B Test within an Email Program, and now when you are in a Smart List or Smart Campaign and are attempting to set up a filter (such as Opened Email), you are unable to locate the A/B test email asset in order to select it. Solution When an A/B test is made in an Email Program, the Program must be approved in order for the email to be located by other assets (Smart Lists/Smart Campaigns.) When the Program is approved, the email asset name will be changed to whatever kind of A/B test is used, and will be available for reference in other assets. For example: [program name].Subject Line Test; or [program name].Whole Email Test
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Issue You are unable to abort a triggered Smart Campaign currently in progress.   Solution The "Abort Campaign" function only works for batch campaigns. To stop leads from going through the flow of a triggered campaign, do the following:   Deactivate the trigger campaign in the Schedule tab. This will prevent new leads from entering the campaign flow steps. It will not stop leads that have already entered from continuing through the flow. Use a "Remove from Flow" step to remove existing campaign members from the flow. This can be done a few different ways. View Campaign Members > Select All > Lead Actions > Special > Remove from Flow If the leads are in a Wait Step, you can add a Remove From Flow step after the Wait Step in the trigger campaign Create a small batch campaign with a "Member of Smart Campaign" Smart List filter and a "Remove from Flow" flow step that specifies the trigger campaign you want to remove them from.  
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Issue What will happen to leads currently in flow steps if you deactivate a trigger campaign?     Solution If you deactivate a trigger campaign, all leads that are currently in the flow will still be processed. Deactivating a trigger campaign will only prevent any new leads from qualifying for the campaign and going through the flow steps.   To stop people from continuing through the campaign flow steps, you have 2 options: Remove people from flow steps. (Recommended option) Note: You may want to add that flow step after every flow step, to target all areas where people may still be in and processing. Delete all flow steps. As people complete any flow step, they will no longer have a next option.
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Issue What is the shortest wait step time duration value that can be used in wait step? Solution Wait times can be set to days, hours, minutes, or seconds. Just type in "30 seconds" or "1 minute" etc.
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Issue You want to see how many (and maybe which) records have been sent a specific piece of content by a nurture stream. Solution In the Streams tab of your Engagement Program, change your view from "Content" to "People". You will see numbers below each piece of content indicating how many were last cast this piece of content and how many have been cast it total. Click on one of these numbers to see the specific records which constitute that total. Please note that the last cast is not necessarily the most recent cast of the Engagement Program, it is the last time that piece of content was sent by a cast.  The "Last Cast" of the first piece of content may be from three weeks ago, while the last cast of the third piece of content may be from this week.
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Issue A Smart Campaign with a "Person is Created" trigger, in combination with additional filters, doesn't qualify people as expected.   Solution Using filters with "Person is Created" triggers can cause issues when a person is created, but the values that the filters look for aren't filled in yet. When the Smart Campaign checks the filters, the data it looks for hasn't been filled in yet, so people don't qualify. Here are a couple alternatives: A scheduled batch campaign that looks for people who were created and meet those filters. Use the Person is Created trigger, but use a wait step to allow time for the date to fill in, followed by choices in the flow to qualify people.
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Issue Issue Description 'Members by Status' Not Shown on Engagement Program Summary - Only 'Members by Stream'     Solution Issue Resolution The 'Members by Status' section that you can see on the Summary page is replaced by the 'Members by Stream' section in an Engagement Program. You should be able to see how many members have which Status on the Dashboard page. This will also show any additional Statuses that you may have added to the Channel. However, all of this information is available on the Details page for the Engagement Program in Marketo Sky.
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Issue You want to send out an email to a group of people and break it up so that it sends in smaller batches over time.     Solution To break up an email send over time, you can use a Smart Campaign with Choices and Wait steps in the flow.  Example provided below. Choose the criteria you want to use to break up the send.  In the example, we use the first letter of the last name. Use a Send Email flow step with a Choice defining your first group (Last Name starts with A-F) and select the email you want to send. For the rest of the leads, use a Default choice of "Do nothing." Add a Wait step. Repeat 1-3 for the each group, separating them with Wait steps.    
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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 ("Ghostery" is an example of extension known for blocking multiple Marketo operations/ tasks). - Try to repeat same operations after you have cleaned cache and cookies - (If above option does not work) Try to repeat same operations while using a incognito browser window.  
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Issue You are using choices within flow steps with parameters such as "Member of Program" and the lead is qualifying for the choice when they are not part of the program. This is a article attached image Solution When using a flow step for a campaign, you have the option of adding "choices" to the flow step so different leads can have different interactions. When using a choice parameter such as "Member of Engagement Program" or "Program Status". If the lead has been part of ANY engagement program, or has EVER had a program status equal to the parameter (i.e program status is email > sent), then the lead will qualify for that step. This is a article attached image To prevent outside leads from being pulled in, use the "Member of Program" filter in your campaign Smart List to make sure content is delivered to your intended audience. This is a article attached image  
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Issue Issue Description Why is there is an exclamation mark red icon next to a scheduled batch campaign or Trigger Campaign? This is a article attached image This is a article attached image     Solution Issue Resolution Any time the icon in the tree view is flashing it is indicative of an error condition in the campaign.  Check the validity of the Smart List and any nested Smart Lists.
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Issue: I am looking for the ID to one of my campaigns for a SOAP API project I am working on. Solution: The ID can be found in the URL of the campaign. 1.1 Log into Marketo, under Marketing Activities, find and select the campaign in question. This is a article attached image 1.2 The URL to the campaign will look something like: This is a article attached image   The Campaign ID is between "SC" and "A", in the above example it's "1150". This is a article attached image  
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