NEW WebAPI (REST) integration now available for Microsoft Dynamics
NOTE: This is currently ONLY available for Dynamics online & on-prem versions 9.x using ADFS 2016 and above. Pre-ADFS 2016 (on-prem v8.x and older with ADFS versions earlier than 2016) authentication is done using client credentials only – clientid/secret is not possible. Since o ur existing WebAPI integration mandates a clientid and secret, it is only supported for Dynamics 365 Online and Dynamics on-prem instances v9.x in conjunction with ADFS 2016 and above.
If you do not use these supported Dynamics/ADFS configurations, the native SOAP integration will continue to work for the foreseeable future; however, we are no longer developing SOAP enhancements.
As part of the continued investment in our Microsoft partnership, the native Marketo Engage / Dynamics SOAP integration is being upgraded to a more robust and stable connection using WebAPI (REST) that will better support future upgrades and releases.
The Marketo Engage and Microsoft Dynamics teams are encouraging all customers to proactively adopt WebAPI in preparation for the forthcoming scenario where SOAP API is no longer supported. The upgrade should only take 5-10 minutes by your Dynamics admin and present no loss of data with your existing sync. This is a critical step to ensure your WebAPI connector activation can be completed.
We encourage all Dynamics customers with the supported version/ADFS configurations to upgrade before May 2020, our target time frame to begin releasing new features via WebAPI.
The attached Customer Setup document only applies to Dynamics Online (365) and on-prem v9.x with ADFS 2016 and above. If you have questions or need help with your specific configuration, please open a support case for assistance.
Current Microsoft Dynamics Version New Microsoft Dynamics Version Requires a New Marketo Instance On-Premise 2016/365 (Version 😎 On-Premise (Version 9) No* On-Premise 2013, 2015, 2016/365 (Version 😎 Online (Version 9) Yes Online 2016 (Version 😎 Online (Version 9) No Migrating from any Microsoft Dynamics version (On-premise or online) to a custom integration will require a new Marketo instance since the Account and Opportunity tables are locked and there is no tool or solution to unlock them. *If a customer is moving to a new on-premise version they will need to move to a new Marketo instance if they plan to update GUIDs and Service Org URL. If the GUIDs and Service Org URL will both stay the same they can use the same Marketo instance.
Issue Description You have installed the Sales Insight Package in MS Dynamics, but Sales Insight does not show on custom Forms. Issue Resolution The Sales Insight solution will be installed on the default Lead and Contact Forms in Dynamics. On the default Forms, if MSI doesn't appear, this can be resolved by ensuring the correct permissions are in place and that customizations are published: https://nation.marketo.com/docs/DOC-4190-how-to-resolve-msi-section-not-showing-on-leadcontact-form-in-ms-dynamics-issue However, if you instead uses custom Forms, then the above steps may not resolve the issue. MSI may need to be added to the form manually. 1. Edit the form you want to add MSI to to add a tab, and a web resource: 2. Then select the mkt_/PersonView.htm web resource: 3. Adjust the formatting for the web resource so it is one column, and the height is 12 (not 6): Who This Solution Applies To Customer with Dynamics CRM Intergration
Issue Description When troubleshooting Dynamics sync issues it is often useful to know the GUIDs of the leads and/or contacts you are troubleshooting. Unfortunately, the GUID is not visible in Marketo by default. Issue Resolution If you would like to sync this information, add the field "Lead" on the Lead entity and "Contact" on the Contact entity to your synced fields. These fields natively pull the GUID of the record. Who This Solution Applies To Customers Integrated with Microsoft Dynamics
Issue Description MS Dynamics Sync shows that it is stuck at a certain percentage after a long period of time. Issue Resolution This is usually caused by enabling several Custom Entities at a time. To resolve this issue, you will need to sync the custom entities one by one so that the sync is not bottlenecked. If that does not resolve the issue, check how many fields are enabled for the custom entity. A large amount of fields can cause a bottleneck, try to reduce the amount to have only necessary fields. Who This Solution Applies To Customer with Microsoft Dynamics CRM Is this article helpful ? YesNo
Issue Description There is a significant delay of several hours or days between when an update is made to a contact record in Dynamics and when the change shows on that record in Marketo. Issue Resolution To determine what may be causing this, follow these steps: Check under Admin > Microsoft Dynamics to make sure your sync is turned on. Take a look at the Admin > Sync Status tab as described here: https://docs.marketo.com/display/public/DOCS/Sync+Status. If there is a backlog of updates or inserts showing here, this is likely what is causing the delay. Check the Sync Errors tab to see if there are any errors indicating issues with your sync. Find an example record that has a sync delay, and locate the GUID of the record in Dynamics. Check the Marketo Log to see if the update to that record was written to it. The logs can be found under Settings > Extensions or under Workplace (this can potentially be customized). Once the logs have been located, you'll want to click on each one individually, and it will show the current view. If not all of the columns are visible, edit the view and include all the column and save/publish that change. Once all of the columns are visible, click on the export option as a static sheet. Once you've exported the Marketo Log, do a search for the GUID in the file. If there is a record of the update on the date-time you made it, that means it was successfully written to the log. In this case, there is likely a backlog of updates to be made, particularly if a large update was made recently, so it may come in later. If there is no record of an update to that record, there is something on the Dynamics side preventing it from being written. You will want to work with Dynamics Support to narrow down the issue in this case. Who This Solution Applies To Customers using the Microsoft Dynamics CRM integration
Issue Description Issue Resolution Locating the MSD Error Logs Decoding the Error Message Is this article helpful ? YesNo Issue Description Marketo’s integration with Microsoft Dynamics (MSD) provides an Error Log where error messages are recorded. Most of these error codes can be easily understood, but sometimes unusual numeric codes will come up that make no sense. For example, one Dynamics error that could be displayed is “ -2147220891” The problem is that there is no reference for what this error means. Searching for the errors in Google returns no results. The reason is because that’s not actually the error. MSD, in this scenario, is showing us the Decimal value for a Hex error code. Issue Resolution There are two parts to this: finding the error logs, and decoding the unusual messages. Locating the MSD Error Logs 1. Click on the down arrow on the Sales button in the ribbon along the top. 2. Click on the Settings Tile 3. Click “Marketo Error Log” under the Extensions section. When you open up an individual error message like the one below, you’ll see general information about the error that was caused. Some error messages are easy to decipher, whereas others will need to be looked up, on the Microsoft site or on Google. Error messages like these are comparatively easy to track down. However, if the message is unusual, giving only a string of numbers like “ -2147220891”, Google searches will not give any results. As mentioned, the reason is because that’s not actually the error. MSD is showing us the Decimal value for a Hex error code. Decoding the Error Message You can use the Windows Calculator to convert the error message to something that is identifiable. 1. Open Windows Calculator 2. Change the view to Programmer: 3. Enter the Decimal version of the error code “-2147220891” 4. Change the Calculator setting to Hex: If you do not use Windows or want another alternative, you can find a Decimal to Hexadecimal Converter on many different websites. The code that is returned is “FFFFFFFF80040265”. To use this code, remove the F’s. Everything after the F’s is the actual error code that you can search for; 80040265. Microsoft’s Web Service Error Codes page lists this code as well as many others. This code is defined as “80040265 ISV code aborted the operation. IDS_ISV_ABORTED”. Now, this may not tell you much yet (what’s IDS_ISV and why was it aborted?). However, this finally gives you the error in Microsoft’s own language, so when you Google it or search the Microsoft site, you’ll find documentation and Community posts telling you how to resolve the issue. “This generic error commonly occurs if you try to update a record that does not exist from a workflow firing on a related record.”
Issue Description You are seeing updates in Microsoft Dynamics to a field named Birthmark but do not see the field in your Marketo instance. Issue Resolution The Birthmark field indicates whether the lead was created in Marketo or MS Dynamics. If the Birthmark field is blank, the lead would be a CRM-created record. If the Birthmark field contains the value 'mkto', then the record was created in Marketo. Who This Solution Applies To Microsoft Dynamic Users Is this article helpful ? YesNo
Issue Description When data is synced to Marketo from lookup fields in Dynamics, the unique record GUID is put in the Marketo field rather than the name of the referenced record. Issue Resolution In Dynamics, the data stored in lookup fields is actually the unique ID of the referenced record. Since the record that is being referenced is also in Dynamics, the UI is able to display the name of the record rather than its unique ID. However, when the data for those fields is pushed to Marketo, it is still the unique IDs that are synced over, so you will see the long string of letters and numbers in the associated Marketo fields, and not the name of the records. A workaround for this behavior is to: Create custom fields in your CRM for each of the lookup fields that you intend to sync. Create a workflow in Dynamics that populates those fields with the name of the referenced record, and stores it as a string of text. When those fields custom fields are synced to Marketo, the data will be displayed as the text that you want instead of the unique IDs. Who This Solution Applies To Customers with Dynamics integrations syncing lookup fields.
Issue Description You want to push Marketo activities into MS Dynamics. Issue Resolution Marketo has the ability to push activities in SFDC, however, the same feature does not exist for MS Dynamics. Instead, you can use Interesting Moments in Marketo Sales Insight to pass activities into Microsoft Dynamics. Who This Solution Applies To Customers using Microsoft Dynamics.
This article describes how to verify if your active Marketo Sales Insight configuration is properly setup via the Sales Insight tab in the Admin section of Marketo Lead Management. If you see an MSI Status of Configuration Problem, a configuration error in your Marketo Sales Insight setup was detected, meaning that one or more of the required fields for synchronization were not properly configured. In the admin area, go to Microsoft Dynamics and click Edit on Field Sync Details. All required fields will be refreshed and configured. Click Save. Caution The following fields must be checked for Sales Insight to work properly: Priority, Relative Score, and Relative Urgency. Go to Sales Insight and confirm that MSI Status shows Configured.