Knowledgebase

Sort by:
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)1 511 9556 UK: 0800 151 3030   Languages Supported: English, French, German, Portuguese Observed Holidays: 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 Holidays: New Year's Day                            ANZAC Day Christmas Day                             Good Friday Easter Monday                             Boxing Day Japan: Hours: M-F, 9am to 6pm JST JP: +81.03.4233.9014   Languages Supported: Japanese Observed Holidays: 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
View full article
  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    
View full article
!!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!    
View full article
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.    
View full article
    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 90 days, 25 months, or 37 if you have purchased the premium data retention option. The official Marketo Data Retention Policy can be found here:  Marketo Activities Data Retention Policy   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.        
View full article
  This is a article attached image Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs: Online (Legacy) Business  or PREMIER SUPPORT BUSINESS (Legacy) Premier or PREMIER SUPPORT ENTERPRISE (Legacy) Elite or PREMIER SUPPORT ELITE Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P4. Here are the SLTs and priority levels for each Support Service:   Priority Online (Legacy) Business PREMIER SUPPORT BUSINESS (Legacy) Premier PREMIER SUPPORT ENTERPRISE (Legacy) Elite PREMIER SUPPORT ELITE P1 1 hour 1 hour 1 hour 30 minutes 30 minutes 30 minutes 15 minutes P2 4 hours 3 hours 2 hours 2 hours 1 hour 2 hours 30 minutes P3 6 hours 5 hours 4 hours 4 hours 2 hours 2 hours 1 hour P4 3 days 1 day 1 day 1 day 1 day 1 day 1 day   Here are the descriptions for each priority level: 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   Find more information About Support here!  
View full article
  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!  
View full article
No. You can only have one RTP Javascript tag per web page. Having more than one tag will not work and may cause issues.
View full article
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.  
View full article
  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
View full article
  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.
View full article
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          
View full article
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  
View full article
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.
View full article
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.
View full article
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'                
View full article
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      
View full article
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.
View full article
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.
View full article
Article Text Image: Step Flow for Predictive Content for Web and Email What are Content URL Patterns? This post explains the first part of the flow image above: the discovery and tracking of content for the Predictive Content app. During the setup phase, the marketer defines their content URL patterns (See Create Content Patterns for more information), in order for Marketo to discover HTML content (e.g., blog posts, press release, news articles) across a domain. Setting URL patterns allows Marketo to auto-discover content when a web visitor clicks on the HTML web page within the content pattern. This content is then added to the All Content page in Predictive Content. Setting up URL Patterns Go to User Profile > Content Settings > URL Patterns. (For more information, see the Getting Started doc: Getting Started with Predictive Content) Image: URL Patterns Page   Rules for Content URL Patterns Use of a wildcard (*) is permitted throughout the expression. e.g., domain.com/*  or  domain.com/*blog* It's recommended to use /* at end of the expression to continue pattern discovery. e.g., domain.com/blog/* to discover all your blog posts in the blog folder Content Patterns are not case sensitive. URL Pattern: "domain.com/Blog/*" will discover all HTML pages on "domain.com/Blog" and "domain.com/blog" Parameters in URLs are not discovered. Auto-content discovery removes the URL parameters in order to avoid discovering the same content URL multiple time with different parameters.   Examples of Content URL Patterns   Domain URL Pattern Type Result domain.com blog/* Pattern Discovers all your content that matches the pattern domain.com/blog/. Example: domain.com/blog/5-top-tricks domain.com/blog/2017/new-year-solutions domain.com/Blog/3-best-recipes domain.com article/2017/* Pattern Discovers all your content that matches the pattern domain.com/article/2017/ Example: domain.com/article/2017/5-top-tricks domain.com *datasheets* Contains Discovers any URL that contains the word "datasheets" Example: domain.com/datasheets/5-top-tricks domain.com/blog/5-top-datasheets domain.com press-release Exact Only one HTML page is discovered: Example: domain.com/press-release domain.com   Exact If the domain is selected and the URL expression left empty, the URL pattern will discover only the home page Example: domain.com sub.domain.com blog/* Pattern Discovers all your html pages in the folder blog only on the sub domain sub.domain.com
View full article