As referenced, please find all of the necessary links below. They are listed in order as mentioned in the Welcome video. Marketo Support Portal: https://nation.marketo.com/t5/Product-Blogs/How-to-Use-the-Support-Portal/ba-p/297884 Adobe Help Center: https://helpx.adobe.com/support.html Adobe Community: https://community.adobe.com/ Marketo Engage Support: https://nation.marketo.com/t5/Support/ct-p/Support Marketo Community (you're in it!): https://nation.marketo.com/ Magento Help Center: https://support.magento.com/ Adobe Status Page: https://status.adobe.com/
Adobe Digital Learning: https://learning.adobe.com/ Adobe How-Tos: https://experienceleague.adobe.com/#quick-how-tos Adobe Developer Docs: https://www.adobe.io/ Marketo University: https://nation.marketo.com/t5/Marketo-University/ct-p/marketo-university Marketo Product Docs: https://docs.marketo.com/ Marketo Developer Docs: https://developers.marketo.com/
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
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.
If you experience issues, please email email@example.com
Issue Issue Description After installing Sales Insight for Salesforce, you go into the Admin section of Marketo and click on Sales Insight you see two dashes (--) instead of an actual version number.
Solution Issue Resolution
You will see this in the Admin section of Marketo for Sales Insight if the plug-in did not install correctly. 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 Issue Description After installing Marketo Sales Insight/Marketo Sales Engage in SFDC Lightning, the buttons in the list view are missing.
Solution Issue Resolution The buttons in the list view are currently not supported in Salesforce Lightning for both MSE and MSI. In order to use this functionality, the SFDC user must switch back to the classic version of SFDC.
Who This Solution Applies To Customers implementing MSE or MSI with SFDC Lightning
Issue Issue Description Unable to send Operational Email via Marketo Sales Insight in Salesforce when the lead is flagged as unsubscribed.
Solution Issue Resolution Check the settings for your Sales Emails in Admin > Sales Insights. You may have them set to "Respect Unsubscribe Settings." If you wish for MSI to respect the operational email flag this will need to be changed to "Ignore Unsubscribe Settings" for Operational Emails.
Who This Solution Applies To Customers using Marketo Sales Insight
Issue Issue Description Windows Outlook users who use the Marketo Sales Connect plugin might have noticed that emails don't send as fast as they usually do. Unfortunately it takes a little longer than usual on this particular platform due to a recent MSC plugin update. We are working on a long-term fix for this subset of customers, but in the meantime you can use the following workarounds:
Solution Issue Resolution If you switch Outlook to, "Online Mode" (as opposed to Cached Exchange Mode) this will decrease the total sending time. You can follow this document in order to turn off Cached Exchange Mode. If you would like to learn more about the differences between Online Mode and Cached Exchange Mode, you can read more here . Alternatively, you can also use the Web version or Mac version of Outlook to address this issue. Who This Solution Applies To Windows Outlook users who utilize the Marketo Sales Connect plugin.
Issue 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.
Solution This can be remediated by white-listing the trusted IP range from the following document:
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.
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.
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 Outlook for Mac
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.
Issue 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.
Solution 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.