What change is being made? Marketo Sales Connect/Toutapp will no longer be supporting our legacy .Net Add-In for Outlook, as of May 19, 2019. Because Marketo made a replacement add-in available in February 2019, we expect minimal impact as there are teams that have already been progressively migrating on to the new add-in. However, it’s important to note that the .Net Add-In will not stop working on May 19, 2019 – it will just stop being supported. If you experience an issue when trying to use the .Net Add-In on or after May 19, 2019, you will be directed to update to the new 0365 Add-In. Screenshot of .Net add-in buttons Why is this changing? In recent updates, the O365 Add-In reached feature parity with the .Net Add-In, making .the Net Add-In a redundant experience. The O365 Add-In takes advantage of Microsoft's advanced API’s and delivers a superior experience that works across Windows and OS operating systems as well as in browsers. With quality and stability being the focus of this change, Marketo wants users to update to the new 0365 Add-In. What action is required? After May 19th, the .Net Add-In will continue to work for any customers who have it already installed. However, Marketo will no longer support troubleshooting this version, and any customers reporting issues will need to upgrade by completing the following steps:The new newly released 0O365 Add-In, released on Feb 26, 2018, has feature parity with the old .Net Add-In and is built on Microsoft's advanced API’s. Individual users will need to complete the following steps to upgrade: NOTE: The O365 Add-in is only supported by Outlook 2013 and higher. Users who are running a version of Outlook 2010 or older will need to upgrade their version of Outlook before installing the O365 Add-In. How to uninstall the .Net Add: http://docs.marketo.com/display/public/DOCS/How+to+Uninstall+or+Reinstall+Sales+Engage+from+Outlook How to install the O365 Add-In: http://docs.marketo.com/display/public/DOCS/Installing+Sales+Engage+for+Office365+Mac+OS%2C+Windows%2C+and+Online
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 In Salesforce on the account level for Marketo Sales Insight, it does not show all the activities of the associated contacts. Issue Resolution Marketo Sales Insight only shows certain activities depending on how recently they occurred on the account level. Interesting moments: last 60 days Web Visit: last 3 days Score Change: last 30 days Email: Everything If you wanted to check activities past these dates you would need to go to the contact level and check the history there. The reason behind this is because at scale if there were 100s of contacts under one account and all contacts are active and creating activities it would be difficult to sift through the activities and may cause performance issues due to the sheer amount of data being displayed which is why this limitation is in place. Who This Solution Applies To Salesforce Marketo Sales Insight Users
Issue Description Can Interesting Moments and Web Activity be written on the account Object in SalesForce? Issue Resolution Marketo does not have permissions or capabilities to write to the account object. Marketo can only write data to the Contact or Lead Object in SalesForce. If you want to have that data recorded on the Account object, you would be able to setup a custom SalesForce work flow to add that data to a field or as an activity in SalesForce. This data will not be usable or recognized by sales insight however.
Issue Description Can I use Marketo Sales Insight Outlook plugin with Office 365? Issue Resolution The Marketo Sales Insight Outlook plugin is currently not supported for Office 365 Web Application. The Outlook versions it supports include: Outlook 2000 Outlook 2003 Outlook 2007 Outlook 2010 Outlook 2013 Outlook 2016 Outlook 365 Local Installation https://docs.marketo.com/display/public/DOCS/Install+the+Marketo+Email+Add-in+for+Outlook+with+a+Registration+Code If you would like for Marketo MSI to be supported for Office 365 Web Application, you can raise it as an idea in our community: https://nation.marketo.com/community/product_and_support/ideas Our product managers refer to these ideas for improving on existing features and implementing new features in future releases.
Issue Description "Relative Score" and "Relative Urgency" values are not automatically updating in Marketo and CRM even when scores have changed on records. Issue Resolution Resolve any configuration errors showing in the Sales Insight section of Admin. Configuration errors between Sales Insight and your CRM can cause the relative scoring task to fail to update values of the "Relative Score" and "Relative Urgency" fields. SFDC Configuration Instructions: https://docs.marketo.com/pages/releaseview.action?pageId=2360368 Microsoft Dynamics Configuration Instructions: https://docs.marketo.com/display/public/DOCS/MSI+for+Microsoft+Dynamics Who This Solution Applies To Customers with Sales Insight Is this article helpful ? YesNo
Issue Description When sending an email from Sales Insight it looks as though it has been sent as expected, but the person to whom the email was addressed never received the message, nor can it be found via the Was Sent Sales Email filter in a Smart Campaign. Issue Resolution Sales Insight for SFDC will not send to people who have a status of Email Invalid, Marketing Suspended or are Unsubscribed. Please validate that the person you are trying to send to does not have these statuses. As well, Sales Insight emails can be sent to groups up to 200 people. Any more and your send will not process. If the person's statuses are as expected and the group was less than 200 people, please contact Marketo Support to troubleshoot further. Note: The Sales Insight plugins for Outlook and Gmail will send emails to leads regardless of Unsubscribed, Email Invalid, or Marketing Suspended status. Who This Solution Applies To Customers using Sales Insight for Salesforce Is this article helpful ? YesNo
Issue Description Marketo Email templates that have been used are showing or appearing within the Salesforce Email Template Picker/Chooser. Issue Resolution The templates are created when Marketo syncs lead email activities to Salesforce. You can disable these activities from syncing in Marketo Admin > Salesforce > Edit Sync Options. Unselect the Email activities or Sales Email activities you have synced. The templates will no longer be created, but you also won't get these activities pushed from Marketo anymore. This applies to both Sales Insight and normal Marketo sent emails. If you would like to note an email was sent to a lead without enabling these activities, you can utilize Interesting Moment Flow Steps or Create a Task to sync via the activity log! Who This Solution Applies To Customer using Sales Insight for Salesforce Is this article helpful ? YesNo
Issue Description Interesting Moments for a specific Marketo record are not showing up in SFDC Sales Insight for the record with the same email. Issue Resolution The most common cause for this is that the record in SFDC is not the same record as the one in Marketo. This can happen if there are duplicate records in Salesforce with the same email address. To check if the record in Salesforce matches the record in Marketo, compare the SFDC ID. On the Marketo side, this can be found in a field on the Lead Database record. The SFDC ID for a record in Salesforce can be obtained from the URL. It is generally the the 15 alphanumerical characters near the end of the URL (e.g. 012300000012BYN) - here is an article in Salesforce for more information: https://help.salesforce.com/articleView?id=000004383&type=1 Who This Solution Applies To Customers using Sales Insight with Salesforce Is this article helpful ? YesNo
Issue Description When attempting to use the Marketo Sales Insight actions drop-down list, to perform an action for a specific contact in Salesforce, the drop-down does not appear in the MSI section. Issue Resolution Check to see if the specific contacts this is occurring on have been recently converted. If they have, then the actions drop down will not appear until the contact has synced back down to Marketo. Who This Solution Applies To Customers with Sales Insight in Salesforce
Issue Description Email filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in. Issue Resolution This can be re-mediated by white-listing the trusted IP range from the following document: https://docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions. Then log in as the dummy user and send the invitation. It will have the dummy address in the From line. Who This Solution Applies To Outlook Plug-In users Is this article helpful ? YesNo
Issue Description None of the default Interesting Moment Types (Web, Milestone, Email) fit the description I would like. It's not immediately clear how to create my own interesting moment type for Marketo Sales Insight. Issue Resolution You can simply type in what you would like the type of the Interesting Moment to be instead of choosing one of the options in the drop down. See the below screenshot: Who This Solution Applies To Salesforce Sync, Sales Insight Users
Issue Description Activity History in Saleforce shows this message: [Email details are being uploaded from Marketo...please check back later] when emails are sent out from the Marketo Outlook Plugin. Issue Resolution This message is created because of insufficient privileges for the Marketo sync user inside of SFDC. There is a permission for “Edit HTML Templates” that needs to be enabled for the sync user in order to prevent this problem from occurring. Background: When you send an email using the Marketo Outlook plugin, it is sent through the user's Exchange server rather than Marketo's email servers. Many users have an email signature that is automatically added to the email. This adds additional HTML to the email, which does not match the template already in Salesforce Sales Insight. Normally, Marketo would create a new template which Salesforce could then display in a link in the Activity History. However, in this case, the Marketo sync user does not have the necessary permissions, so this error results. To fix this, enable the "Edit HTML Templates" permissions to your Marketo Sync User. Who This Solution Applies To Customer who are using Sales Insight for Salesforce and Outlook Is this article helpful ? YesNo
Issue Description Describes the difference between emails sent with the Sales Insight plugin for Outlook/Gmail and the emails sent using Sales Insight in Salesforce Issue Resolution While Sales Insight for Outlook/Gmail and Sales Insight for Salesforce share a name, they use very different means to send tracked emails to your leads. Sales Insight in Salesforce: Emails sent from Sales Insight in Salesforce make an API call to Marketo which then sends separate emails out to each lead through the Marketo servers. These emails are subject to restrictions based on the leads unsubscribe status, and the sender reputation is the same as your other Marketo emails. You can send an email to multiple leads using SFDC Sales Insight and the open and click activities will be tracked for each lead separately. Sales Insight Plugin for Outlook or Gmail: The email is sent from your Outlook email server or your Gmail email service, not the Marketo servers. Email will be sent to the recipient leads regardless of their unsubscribe status. The plugin wraps the links in the email with tokens for tracking purposes and adds the tracking pixel to allow the open of the email to be recorded as well. If you send the email to multiple leads, only the first lead will be tracked and all open and click activity for all recipients will be attributed to that one lead, because only one set of tracking tokens can be used in the email. Who This Solution Applies To Customers using Sales Insight Is this article helpful ? YesNo
Sometimes you need to give your sales team access to the powerful insight Sales Insight gives into Marketo but would rather some users not be able to take some actions such as sending Marketo Emails or trigger Marketo Campaigns. You can use SFDC Permission Sets in to give or remove access to the VisualForce pages that power the actions Sales Insight can take. Note: Modifying permissions to Sales Insight components from their documented configuration may cause undesired and unpredictable behavior in your Salesforce instance. Marketo Support can only support the default documented install configuration MSI for Salesforce - Marketo Docs - Product Docs. Make these changes at your own risk and fully test any modification in a sandbox environment before deploying to your production environment. Create a new permission set or modify and existing permission set in Salesforce. Documentation on SFDC Permission Sets can be found here. Edit Visualforce Page Access. Remove (if restricting access) or add (if adding access) the desired Sales Insight VisualForce elements. For example, mkto_si.Send_Marketo_Email - access to the Send Marketo Email feature from an individual Lead/Contact mkto_si.Send_Contact_Marketo_Email - access to the Send Marketo Email feature from a Contact list view mkto_si.Send_Lead_Marketo_Email - access to the Send Marketo Email feature from a Contact list view mkto_si.Marketo_Lead_Detail - access to the View in Marketo feature mkto_si.Add_to_Marketo_Campaign - access to the Add to Marketo Campaign feature from an individual Lead/Contact mkto_si.Add_Contact_to_Marketo_Campaign - access to Add to Marketo Campaign from a Contact list view mkto_si.Add_Lead_to_Marketo_Campaign - access to Add to Marketo Campaign from a Lead list view Assign the Permission Set as desired to your users. SFDC users without permissions to specific Sales Insight features will still be able to choose the associated actions from their drop down menu. However, they will receive a permissions error after clicking the "Go!" button. Is this article helpful ? YesNo
Issue Description Your business has begun using Salesforce Lightning and you are wondering if there are specific steps or extra requirements for enabling MSI within Lightning. Issue Resolution Marketo Sales Insight will automatically work within Lightning without additional install steps. You will find MSI within the Record Details on Leads, Contacts and Accounts. If you are trying to edit a visualforce page to place MSI on another page layout other than Details, you will not have success. MSI is not customizable. It will only appear in the Details section within Lightning. Is this article helpful ? YesNo
Issue Description Admin > Sales Insight > Licensed Seats displays the number of seats used in the last 30 days. How is this calculated? Issue Resolution The number of seats used is calculated by the number of unique SFDC users that have loaded either the Sales Insight panel on a Lead/Contact/Account/Opportunity page layout or accessed the Marketo tab in the past 30 days. Who This Solution Applies To Customers with Sales Insight for Salesforce Is this article helpful ? YesNo
Issue Description Some processes on your computer, such as security features in Windows or regular Microsoft Outlook updates, can disable add-ins that you installed in Outlook, such as the Marketo Sales Insight add-in. This would cause the Marketo buttons to disappear from your Outlook. Issue Resolution To re-enable the add-in, follow these steps: Open Outlook. Go to File > Manage Add-ins. Locate the add-in "Marketo Insights" and check the box to turn the feature back on. If the add-in is not listed there, follow the uninstallation guide, then reinstall the add-in. Is this article helpful ? YesNo
Issue Description When you go into the Admin section of Marketo and click on Sales Insight you see two dashes (--) instead of an actual version number. Issue Resolution If the plug in did not install correctly, y ou will see this in the admin section of Marketo for Sales Insight. You will know if the installation worked properly if you see a version number instead of dashes. To fix this, install MSI again. You can find the instructions on how to do the installation right here.
Issue Description When you are trying to create reporting for multiple Sales Emails with the same subject line, they report as a single email. Issue Resolution Make sure the subject lines are slightly different for emails you want to track separately. Sales Emails (emails sent through the Sales Insight app in SFDC, MS Dynamics, Outlook, or Gmail) are only tracked by their subject line, not by the template used. Who This Solution Applies To Customers using Sales Insight.