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Issue When attempting to access Marketo Sales Insight within Salesforce, you may receive the error "Marketo Sales Insight is not Enabled".  Environment Marketo Sales Insight Solution To resolve the error follow the steps documented here  to reenter your credentials for Marketo Sales Insight. Once the credentials have been entered and saved, Marketo Sales Insight will become accessible.   
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Issue Clearing cache and cookies in your browser will fix a number of different problems related to page display, browser errors, and login issues.     Solution Here are links to the support articles on how to clear cache and cookies for the most commonly used browsers. Chrome Clear cache and cookies - Computer - Google Account Help   FireFox How to clear the Firefox cache | Firefox Help   Internet Explorer https://support.microsoft.com/en-us/help/278835/how-to-delete-cookie-files-in-internet-explorer   Microsoft Edge Microsoft Edge, browsing data, and privacy – Microsoft privacy    
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Issue 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.     Solution 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    
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Issue 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.     Solution 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    
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Issue Can Interesting Moments and Web Activity be written on the Account object in SalesForce? Solution 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.
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Issue Users for your Marketo instance are unable to log into the instance. Solution Check your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it.  In this situation, please contact your Marketo Account Representative to discuss the status of the instance and regaining access.        
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Issue None of the default Interesting Moment Types (Web, Milestone, Email) fit the description you would like. Here's how to create you own interesting moment type. Solution 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.    
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  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 25 months, or 37 if you have purchased the premium data retention option. 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.      
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Note: Once you have migrated to Admin Console, you can manage your support cases through the feature provided in the Admin Console Platform. To learn more, visit: https://experienceleague.adobe.com/docs/customer-one/using/home.html. 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 your company through the Marketo Support Portal. You can access the support portal through your Marketo instance by selecting Community in the top right corner: This is a article attached image You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password). This will not work for users with SSO.   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. Navigate to My Case management: This is a article attached image From the My Cases navigation you can access the following case views: This is a article attached image My Recent Cases* - Cases that you have opened in the past 30 days All Company Recent Cases* - Cases that any authorized support contact has opened in the past 30 days My Open Cases – Cases created by you that are being triaged by Support and pending Support’s response and are more than 30 days old My Closed Cases – Cases that were created by you and are now closed My Awaiting Fix Cases – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date All Company Closed Cases – Cases that were created by you or your colleagues that are now closed All Company Open Cases - All open cases submitted for the account Company Awaiting Fix Cases – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date Management Escalations - Escalations opened by you or your colleagues  Survey Cases - Surveys that are available for you to fill out after a case is closed *Cases that have been opened for more than 30 days will move from Recent cases to Open cases   To view specific case details, click a case number. This is a article attached image 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 by adding a comment in the case. Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.
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If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution. Caution: If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1: Americas: +1.877.270.6586, Direct: +1.650.376.2303 Europe, Middle East, & Africa: +353 (0)1 242 3030,  UK: 0800 151 3030 Asia Pacific: +61 2 8310 7646  Japan: +81.03.4233.9014 How to Escalate: Step 1. Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Support tab and click on the “My Case Management” button. NOTE: You will need an open or recently closed case in order to escalate to support leadership. This is a article attached image Step 2. From here you will need to click on either an open or a recently closed* case: This is a article attached image *Support Cases that have been closed for longer than 10 days are no longer eligible to be re-opened and we ask that you open a new support ticket for your current issue prior to escalating to a Support Manager. We ask that you have an open support ticket for a Support Manager to be able to address specific issues. Step 3. After selecting a case, click on the Escalate to Manager button: This is a article attached image Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button. This is a article attached image Once your support escalation case has been submitted a Marketo Support Leader will contact you within 1 business day of your support region's support hours to address the issue.
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These directions show you how to create a profile with access to Sales Insight while removing access for your other profiles.  These instructions assume you've already installed the Sales Insight AppExchange package.   Create a new profile If you have a dedicated profile for your Sales Insight users, you can skip this step.Otherwise, you should create a new one now.  Go to the Setup page and pick Administration Setup -> Manage Users -> Profiles in the menu.  Then click the New button at the top of the page: This is a article attached image   Next, pick a profile to clone and give the new profile a name.  Click Save when you're done: This is a article attached image Edit profile permissions Go back to your Profiles list.  For each profile, you'll need to edit it by clicking its Edit link: This is a article attached image On the edit page, you'll need to change a few settings.  For profiles allowed access Sales Insight: In Custom App Settings check Marketo to make the Marketo app visible In Tab Settings, change the Marketo tabs to Default On In Custom Object Permissions, check Read, Create, Edit, and Delete on Marketo Sales Insight Config if the user should have access to the config settings For those that should not have access to Sales Insight: In Custom App Settings uncheck Marketo to hide the Marketo app In Tab Settings, change the Marketo tabs to Tab Hidden In Custom Object Permissions, uncheck Read, Create, Edit, and Delete on Marketo Sales Insight Config   Click Save when you're done with each one.   Changing views Next, you'll need to create a new view for your Sales Insight profile. These instructions describe how to set up the Lead page; repeat the steps to set up your Contact, Opportunity, and Account page layouts. Go to the Setup page, then pick App Setup -> Customize -> Leads -> Page Layouts and click the New button. This is a article attached image   Clone your layout of choice and give the layout an appropriate name like Sales Insight Layout.  Click Save when you're done.   This is a article attached image Follow the instructions in the Installation guide for configuring the lead detail page.Installing the Marketo Sales Insight AppExchange packageGo back to the Page Layouts section and click the Page Layout Assignment button.   This is a article attached image   Click Edit Assignment This is a article attached image   Select your Sales Insight profile, then select your sales insight layout from the Page Layout to Use pulldown.Click Save when you're done.   This is a article attached image Repeat these steps for your Contacts, Opportunities, and Accounts page layouts.   Other Changes   Here are some other places where Sales Insight items could appear.  You'll have to remove them outright since you can't use Profiles to limit access to them: Remove Sales Insight buttons from Search Layouts for Contacts, Leads, and Accounts Remove Sales Insight columns from Contact and Lead lists
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    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.
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Marketo Support's Mission is: To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success.   Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any technical questions or concerns. TSEs are responsible for troubleshooting issues within your Marketo instance and common include:   My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community   Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code:    Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API   Our TSEs are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience.   Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented.   Response Time   Our TSEs are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services.  We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to Service Level Targets.
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If you ever run into issues with the Marketo Email Add-in for Outlook, chances are support will ask you for a copy of your mopi.log file. Here is how to find it: Prerequisites: Show Hidden Files (Microsoft Article) 1.  Open Windows Explorer and go to Users > [Your User] > AppData > Local > Marketo.   Great job! You found it.    
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Issue The issue appears when a custom view is created in MSI that contains dependant fields. The error message:  "The dependent picklist '<dependant field name>' requires its controlling field '<parent field>' to be present on the page." will be displayed when you are trying to add the dependant field. For example:  "The dependent picklist 'Sub-Classification' requires its controlling field 'Classification' to be present on the page." Environment Salesforce MSI Solution Need to omit the dependant field in the custom view. Root Cause We curently do not support creating a view in SFDC MSI with a dependant field.
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Issue Is Marketo Sales Insight Outlook plugin compatible with Office 365?     Solution The Marketo Sales Insight Outlook plugin is currently not supported for Office 365. The Outlook versions it supports include:   Outlook 2000 Outlook 2003 Outlook 2007 Outlook 2010 Outlook 2013 Outlook 2016 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, 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.   The supported list of outlook plugins can be found in the following document: https://experienceleague.adobe.com/docs/marketo/using/product-docs/marketo-sales-insight/msi-outlook-plugin/install-the-marketo-email-add-in-for-outlook-with-a-registration-code.html?lang=en  
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By default – when sending an email via Sales Insight, the “From Email Address” that will be used to send the email will be the user’s email address on their User Profile. As it turns out, there is actually a way to use an alternative email address for Sales Insight!   DISCLAIMER: This doesn’t mean that users can select an email address to be used upon send (best to create an idea in the community!). However, it does allow emails to be sent out with a different From Address if users don’t want to use their default email address. Go to Marketo > Admin > Sales Insight. If you scroll down to the bottom of the module, you will find a Settings section with an ‘Email From Field’ field. By default, the initial and only value will be Salesforce/MSD User Email Address (depending on the native CRM integration used by the customer).     In order to select an alternative email, a custom Email Address field should be placed on the User object in the CRM.   To do this in SFDC: 1) Go to SFDC > Setup > Build > Customize > Users > Fields 2) Create a custom field of type Email – refer to the SFDC docs if necessary. (https://help.salesforce.com/HTViewHelpDoc?id=adding_fields.htm) Have the new field be visible to the Marketo Sync user. In the below example, the custom field is labelled Alternative Email:   In Marketo: 1) Wait a sync cycle (or two) for the field to sync over to Marketo 2) Go to Admin > Sales Insight > Edit Settings and the custom field is now available     Changing this will affect following email sends from Sales Insight.   Remember, this is not a method to select email addresses on send – this will affect all sends from all users after the From Address Field is updated.
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  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    
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Issue Interesting moments not appearing for a user in Dynamics. The interesting moments section on a Contact displays: “No Interesting Moments for [Contact Name]” Solution Checked that the user is a contact record synced with a Marketo record that has interesting moments Created a new record with interesting moments and synced to Dynamics, but the user still cannot see the interesting moments Sync is validated  No errors found for example records MSI Sync status is ‘Configured’ in [Admin > Sales Insight] Checked on a system admin users access and were able to see the interesting moments for the example records Found that the Marketo Sales Insight security role was not assigned to the affected user, but after assigning the role, clearing browser cookies and cache, logging out and logging back in, the Interesting Moments for the example records was still not appearing Perform the following update: Go to > Settings > In Marketo API configuration > Form Editor > API secret Key > Details tab > Edit > Disable the field level security Root Cause Marketo Sales Insight role was not assigned to the user and Marketo API Configuration had field-level security enabled Environment Microsoft Dynamics CRM Marketo Sales Insight Interesting Moments
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Summary Sales Insight Email Performance Report grouped by Sales Rep exports file sorted by template rather then by sales rep.  Issue  Sales Insight Email Performance Report grouped by Sales Rep exports file sorted by template rather then by sales rep.  Subscription email displays report grouped by email template as wel  Report within the Marketo UI will show as expected Solution    The current workaround exists for the CSV exported.            1. Export the report to a CSV           2. Format Columns A (Sales Rep) and B (Email Name) to sort A to Z in order to get a view by sales rep. Root Cause This issue is scheduled to be addressed and resolved in the 2021 Q2 release Environment  Sales Insight for Salesforce This issue occurs within the subscription email that gets sent out of the report  This issue occurs when exporting the report to a CSV file
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