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The Named Accounts (or Account Based Marketing) module is sold separately. If you did purchase this module follow these instructions to create a new Named Account list. Common issues when uploading a new list: 1.  Total number of records exceeded Root cause:  Each account is eligible for up to 10,000 named account records. Contact your account manager to purchased an additional package of records or remove old lists. 2.  Your account is not enabled for uploading Named Account Lists. Contact your account manager for more details Root cause: You didn't purchase the Named Accounts module or your account is misconfigured and this module is disabled - contact support.  
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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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  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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By default exported reports are limited to 100 rows but it can be changed by navigating to 'User Settings' > “Number of Rows in Excel Export”   The maximum number allowed is 10,000 rows          
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All the Recommendation Bar customization options are available within the RTP account settings page:   Colors: Link Color: select the color from the dropdown choices. Background Color:select the color from the dropdown choices.   Font:   Font Size: type in the size in the 'Font Size' field (must be in pixels - px) Font Family: type in the 'Font Family' field Arrow Icon Color: select the color from the dropdown choices. Icon Font: select the icon style Icon Opacity: define the opacity level for the arrows     Advanced customization There is additional customization can be done by the support team: Horizontal Bar Position: bottom (default) /top Vertical Bar Position: right (default) / left  
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No - It’s done automatically and behind the scenes. The algorithms used by our proprietary technology automatically present relevant content to your audience segment using digital behavior, keyword search terms, and firmographics such as: geolocation, employee size, revenue size, and industry.   The recommendation engine uses predictive analytics and machine learning to predict which content asset will most likely to be individually relevant for each one of your website visitors to read.
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New Lead with no email address and no Marketo cookie: If a new lead fills out a Marketo form, their Marketo cookie is created, lead details (including the cookie) will be updated and the Lead-Database and RTP sync process will be initiated. They will then be known to RTP and eligible for 1:1 personalized RTP campaigns. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit.   Lead with email address but no Marketo cookie: When a known lead with no cookie (e.g. a lead from a tradeshow or a list) receives a Marketo email campaign and clicks on a link in the email and arrives to the website, the RTP script runs and a new Marketo cookie is created for them. The creation of the cookie is also sent to the Lead-Database and initiates the RTP sync process for this lead. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit.   Known Lead with email address and Marketo cookie: Any changes to the lead’s data will be synced between the Lead-Database and RTP within 5 minutes interval.
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1. Check the RTP Tag Verify that the RTP is properly installed on your website (see: Deploy the RTP JavaScript) In the developers console (under the Network tab) you suppose to see the following calls made by RTP while the page is loading: rtp.js?rh=www.YOURDOMAIN.com&aid=YOURACCOUNTID trw?aid=YOURACCOUNTID&trwv.uid=YOURACCOUNTID msg?a=2&sid=YOURACCOUNTID   2. Check View Filters Check if all Domains are selected under the Organization and Visitors table filters      Check your user's Region Settings by navigating to 'User Settings' > 'Edit Regions'                
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The asset discovery is an event listener that sits on every page and waits for visitors to click links that are considered content assets. Any behavior on web pages is being recorded in the 'session' and this event listener is continuously checking the session to see if anything happened. Once he identifies an event, he checks if this is a click on content asset. By default, assets are defined as any external pages or files (PDF, PPT, PPTX, MP4, OGG, WEBM, YouTube..) but if you configure URL patterns so the engine will look for them as well.   See: Enabling Asset Discovery - Marketo Docs - Marketo User Manual Create a New Asset - Marketo Docs - Marketo User Manual   A few example of how to configure the exclude/include rules for Asset URL Patterns:   Page to include/exclude      
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Included in this Article:     Overview Why This Happens Two Ways to Fix this Problem Set the campaign as "Not Sticky" Use a dedicated Zone id that exists only on the page(s) to include in the campaign   Overview In the Web Personalization platform, you defined a campaign that included certain pages, but you are seeing the campaign appear on pages that you didn't intend them to appear on. Below, we will describe what might be the issue and how to solve it.     Why This Happens   When defining a segment using the "Specific Pages" parameter, every visitor that views this page will be matched to that segment. Once this happens, the "sticky" campaign will be triggered and will be displayed on every page that includes this Zone id parameter. After the visitor is matched to the segment and the campaign is triggered, the segment is not taken into consideration anymore, so this visitor will keep seeing the campaign every time the Zone id exists on the page.   Two Ways to Fix this Problem   Set the campaign as "Not Sticky"     This will make the campaign show up only once per session, and only when visitors are viewing the specific pages defined in the segment.       Go to the Campaigns page          Edit the existing campaign          Uncheck the box for "Sticky"       Use a dedicated Zone id that exists only on the page(s) to include in the campaign   In Zone campaigns are displayed in a particular zone in a website, designated by the Zone id.          Find "Zone id" in the campaign editor     Then, give the campaign a Zone id corresponding to a unique div ID tag on the desired site(s). This will ensure that once a visitor matches the segment and visited this page once, they will keep seeing the Call To Action (CTA) on this page.
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Article Text Included in this article   Overview The Issue The Explanation   Overview Sometimes you'll see an organization show up as "ISP - Anonymous - Proxy" in your visitors list in RTP.   The Issue RTP is a powerful product with an immense database, but not every ISP can be found.  When we receive a visit from an ISP we can't identify, instead of omitting them from our results, we use the name "ISP - Anonymous - Proxy" and set the location to "United States.     The Explanation Pretty much any free Wifi signal you find like at a library or coffee shop will be listed as an Internet Service Provider (ISP). The admins for that ISP service can configure their network in any way they would like, including whether they allow for identification of their network. If there is no data provided, there's nothing for RTP or any other service to gather. In that case, that's when you'd see the "ISP - Anonymous - Proxy" listing for a visitor in RTP.
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Article Text Included in this article: Navigate to the Clickstream module How is Visit Duration Caluclated 00:00 Visit Duration Single page viewed Session timed out   Navigate to the Clickstream module        Go to the Visitors page        Click on a visitor to find the Clickstream module in the bottom right     How is Visit Duration Caluclated When a visitor visits a website being tracked by an RTP campaign, it records clicks in the Clickstream module in the RTP platform. Clicking on a visitor allows you to view their viewing information in the Customer Journey section, including: Links clicked Time stamp of each link click Total visit duration     Visit duration is calculated by subtracting the first time stamp from the last time stamp. In other words: visit duration = last time stamp - first time stamp. See the image above for an example of this calculation.   00:00 Visit Duration Single page viewed Both RTP and Google Analytics rely on clicks to determine visit duration. This means that if a visitor only views a single page, neither RTP or GA can track when the visitor leaves the page, since there is only the initial time stamp without a time stamp to mark the exit from the page. The visit duration for viewers that didn't view more than one page during the session is recorded at 00:00 since it cannot be calculated.   Session timed out Another way that a visit duration can be recorded as 00:00 is if a visitor's session times out. By default, a session will end after 15 minutes of inactivity. For example, if a visitor stays on a page without making any clicks for 25 minutes (perhaps they are reading an article or watching a long video), that session will time out and be recorded with a duration of 00:00. If the visitor finally makes a click after the 25 minutes of inactivity, a new session will begin. In Google Analytics, the session timeout can be customized to be longer or shorter than the default 15 minutes.
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Article Text Included in this Article: Overview Email Reports not Being Sent Check Report Preferences Fewer Leads than Expected Check Personal Regions Settings Cross-Domain Tracking Data Includes Own Company   Overview   All RTP users should be receiving a monthly and quarterly Summary Report.     This email evaluates the performance of campaigns and recommended content and compares it to that of the previous month or quarter. Performance is based on click count and number of visitors converted to known leads, whether direct or assisted. Direct leads are visitors that clicked on a campaign or a piece of recommended content and filled out a form in the same visit. Assisted leads are visitors that clicked on a campaign or a piece of recommended content and filled out a form in a separate visit, up to 6 months in the future.   If you would like to unsubscribe from the Summary Report s, see this article. Otherwise, several potential issues with Summary Reports are outlined below along with their potential solutions.   Email Reports not Being Sent   Check Spam Folder As a first step, try checking your spam folder. It's certainly possible that the email reports did not make it past your email client's spam filters.   Check Report Preferences In your RTP settings, you will be able to enable or disable email reports. If you are expecting reports but not receiving them, it is possible the reports were disabled in your preferences. To check:        Go to User Settings          Check the Email Report settings at the bottom of the page     Make sure to check the box for Summary Report and whether you would like a monthly or quarterly (or both) report. This page is also where you will be able to manage any other RTP email reports you wish to be subscribed to.     Fewer Leads than Expected   Check Personal Regions Settings Another page to check is the Personal Regions page. This page will allow you to display data in the Web Personalization platform and send email reports only related to the specified regions.          In User Settings, click the Edit Regions button         This should take you to the Set Personal Regions page:         On this page, you will want to verify that any region you may have leads in is checked (marked as included in your Personal Regions). If regions that you have leads in are not included, the Web Personalization platform will not display data from that region or include it in the email reports. This means that if you have leads that are not included in your Personal Regions, their activity will not be included in Summary Reports.   Cross-Domain Tracking If the visitor is shown a recommendation on one domain, but the recommended content is hosted on a different domain, two different sessions will be recorded. This divides the visit into two sessions: The click on the link to the recommended content, on the first domain The content itself and the form fill-out, on the second domain   Because the click and the form fill are in two different sessions, the lead will be recorded as an Assisted Lead rather than a Direct Lead. This applies for both top-level domains (www.firstdomain.com and www.seconddomain.com) and sub-domains (pages.domain.com and www.domain.com/new_page). Cross-domain tracking will ultimately skew your metrics towards more Assisted Leads. To reduce the impact of this limitation, keep content recommendation and the content itself within the same domain when possible.     Data Includes Own Company   Clicks and visits from your own company can significantly skew your summary data, as your own employees may be visiting the company website on a daily basis. Because of this, it is important to exclude your own company from the organizations contributing to your Web Personalization data. To do this:        Go to your Account Settings          Scroll to the bottom of the page to find the Exclude IPs field     In order to exclude your company's traffic from your data and reports, you will need to know the outbound IP address of your company's network. You should be able to obtain this information from your company's IT department. Once you have your company's outbound IP address, enter it into the Exclude IPs field and press
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Article Text Included in this Article   Overview Troubleshooting Workflow Possible Outcomes Overview Sometimes your RTP Campaigns have problems and stop working suddenly. This can obviously cause trouble for your marketing efforts, so this doc will show you steps on how to troubleshoot those issues.     Troubleshooting Workflow 1. Check the campaign's last impression time stamp           a. Go to Campaigns page           b. Locate the relevant campaign and click the Impressions link to see people that viewed the RTP campaign (make sure the time scope corresponds to the right dates when the campaign was active )               c. When you see the lists of visitors that viewed the campaign, order by Latest and check for the Last / most recent visit impression time stamp        2. Check the segment's last visit time stamp      a. Go back to the Campaigns page and click the campaign's target segment link listed     b. Navigate to the Segments page and identify the corresponding segment there.   3. Click the Matches link to see the visitors who have matched the segment and check the last match time stamp. You're looking to compare the most recent date/time stamps between the Segment matches and the Campaign impressions.       Possible Outcomes   CASE A: Both time stamps are similar -- something changed in the segment level Is the segment status pending? Has someone manually changed the segment settings? CASE B: The two time stamps don't match -- something changed in the campaign level Is the campaign status pending? Has someone manually paused the campaign / changed settings? CASE C: The segment kept matching visitors (until the end of that day) while visitors did not see the campaign Does the campaign display properly on the website now? Check JavaScript tag. Is the campaign part of an A/B testing group? Is Auto-Tune enabled? If so, please refer to this KB article on: AB Test Your RTP Campaign - Marketo Docs - Product Docs
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Issue When I go to the Support area of Nation, I do not have full access to all the areas and tools.   Solution Our system is specific about how you need to access the Support Portal before we can authorize you to use it. The proper steps to take for us to authorize, and for you to submit cases, are as follows:   Log into your instance Click the Community tile (step 1 image) Click Support in the top banner (step 2 image) Click Submit a Case option (step 3 image) Choose from top options depending on what you need to do (step 4 image) Create a case, Manage authorized contacts, edit your Info   Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually. Step 1 Step 2   Step 3 Step 4   If you experience issues, please email marketocares@marketo.com
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Issue You want to find the day that a piece of predictive content was discovered.     Solution There isn't a direct way to see the exact date a piece of content was discovered. What you can do is filter the results to content discovered during a specific time frame. Go to the "All Content" tab. Select the Calendar on the upper right side Choose the time frame and click Apply. Result: You will see only the content that was discovered during that time frame.   Who This Solution Applies To Customers with Real-Time Personalization (RTP) or Predictive Content.    
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Issue When a piece of predictive content is approved the following error appears: "Action failed. Please contact support. Error code:24 Error message: Invalid email title Error message: internal error, reported to support." Solution Change the title of the content to less than 48 characters. This error indicates that the title for the content is too long. The maximum number of characters for a title in content AI is 48 characters.      
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Issue Additional domains or subdomains need to be configured for Web Personalization (RTP). Solution If you want to add a new domain, check your subscription or contract to see how many additional domains are included. Your Customer Success Manager should be able to provide this information If not all entitled domains are configured in Marketo, reach out to support to add the domain(s) If all entitled domains are configured in Marketo, reach out to your Customer Success Manager to purchase more.   If you wish to add a subdomain, reach out to support as additional subdomains do not incur a cost.  
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