Knowledgebase

Featured article

Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

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!

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.

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!

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

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

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.

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.

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

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

Issue: You create Marketo campaigns but they are not showing up in Sales Insight in Salesforce. The steps below illustrates all the steps that are required to make these campaigns show in Sales Insight. Resolution: 1. Make sure the trigger campaign in Marketo that you want to access through Sales Insight is using the "Campaign is Requested" trigger with a source of "Sales Insight" 2. Activate the campaign you created in Step 1 above from the "Schedule" tab of your campaign. This is very important. If the campaign not activated, it will never show up in Sales Insight.

The Marketo users at your organization have created several special campaigns for your leads and contacts. Typical examples include sending someone a whitepaper about a new product or mailing a series of nurturing emails for people not ready for sales. To add a lead or contact to one of these campaigns, go to that person's detail page and find the Actions menu in the Marketo Sales Insight section. Pick Add to Marketo Campaign and click Go: You can also select leads in your list and search views if you've added the Add to Marketo Campaign button to those views. You can add 200 leads at once this way: After picking the leads, you'll see a list of potential campaigns; below the selected campaign is a brief description provided by your marketing team. Pick the campaign for this person in the Campaign Name pulldown, then click Finish:

When Marketing Suspended is checked in a lead's record, it will prevent any non-operational email from being sent by Marketo, including the emails sent from Marketo Sales Insight in Salesforce, which are routed through the Marketo infrastructure. Sales Insight for Outlook or Gmail emails however, are not sent via Marketo. They are sent by the mailserver to which the client is connected; ie Google mail servers or Microsoft Exchange Servers, and are not under Marketo's control.

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.

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

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: 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.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Marketo Champion Program

Customer User Guide - Marketo Customer Support Links

How to Create a Custom Interesting Moment Type

Marketo Running Slow

Service Level Targets (SLT)

Limit Sales Insight Access in Salesforce

Marketo Sales Insight is Disabled

SFDC Activity History Shows Message: [Email Details Are Being Uploaded from Marketo…Please Check Back Later]

Unable to create custom view in SFDC MSI with dependant field

Obscure Functionality: Using an alternative email address for Sales Insight emails

Interesting Moments not displaying in Dynamics

Sales Insight Report By Sales Rep formats by Template Instead

My Marketo Campaigns Are Not Showing Up in Sales Insight

Adding People to Marketo Campaigns from Salesforce

Will Marketo Sales Insight Emails Be Sent If Marketing Suspended Is Set to True?

Managing your Support Cases

Support Portal Access Issues

Marketo Sales Insight for SFDC Unable to send Operational Emails to Unsubscribed Recipients

Outlook Marketo Sales Connect Users Experiencing Slow Email Sends on Windows

Email Filtering Blocking Sales Insight Outlook Plug-In Invitations