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 You have recently added a new field to a SFDC Custom Object which is synced to Marketo, but you do not see that new field available on the object in Marketo. Issue Resolution To have the new fields pulled over to Marketo, disable your SFDC global sync within Marketo and then refresh schema for custom objects. This should pull over the new fields on that custom object to Marketo. Once the schema is refreshed, please make sure that the global sync is turned back on. We would also suggest that you refer the below document which will guide you on the above steps. However, the below document is meant for first custom object sync. The same steps need to follow up for the existing object sync as well. SFDC Sync: Custom Object Sync Who This Solution Applies To Customers integrated with Salesforce
Issue Description You are wanting to give a record a Sales Owner in Marketo, so you use a flow step of Change Owner or Sync Person To SFDC with a specific user in mind. When entering the user's (user in SFDC, Sales Owner in Marketo) name in the flow step to select it from the suggestion dropdown, you notice that the user appears twice. However, when running records through the flow step after selecting either option, you get an error. Further, when checking SFDC you notice that there are two active users with the same name. Issue Resolution Sales Owner names should be unique in SFDC for Marketo to be able to run records through this flow properly (e.g. if there are two users named "Marketo Sales", making one "Marketo Sales1" while leaving the other unchanged will correct the issue after the updated users sync over to Marketo) . Who This Solution Applies To Customers integrated with Salesforce
Issue Description You need to know if Salesforce Group Edition is compatible with Marketo Issue Resolution Having a look at the comparison between the Group Edition and Professional Edition: https://developer.salesforce.com/docs/atlas.en-us.packagingGuide.meta/packagingGuide/dev_package_features_pe_ge.htm We can see that a lot of features from the Professional Edition have been stripped in the Group Edition, m ainly the removal of Workflows, Campaigns and Custom profiles. These will most likely hinder how the Marketo CRM Connector operates. The minimum would to be to have the Professional edition when syncing a native Salesforce CRM as per our Documentation on Sync Setup. https://docs.marketo.com/display/public/DOCS/Setup Who This Solution Applies To Salesforce users Is this article helpful ? YesNo
Issue Description You need to mass update Salesforce records to get them to sync into Marketo. Issue Resolution Use the Salesforce provided Data Loader! This is a tool Salesforce provides for such occasions. Here's an article from Salesforce with more information. For any questions regarding this tool, please seek your Salesforce Admin or Salesforce Support as they will be the best resource to answer those questions! https://developer.salesforce.com/page/Data_Loader
Issue Description You have two SFDC picklist fields mapped to one Marketo field but it isn't showing all picklist values for both SFDC fields. Issue Resolution When two SFDC picklist fields are mapped to one field in Marketo, the only values that will show in Marketo will be the values that exist in both picklists. Review the picklist values in Salesforce and add any missing values to the picklists so that they match exactly. Who This Solution Applies To Customers integrated with Salesforce.
Issue Description How and where to locate Salesforce OR ID Issue Resolution Choose one of the following options to find your Org ID: Improved Setup User Interface (Enabled) 1. Select Setup | Company Profile | Company Information. 2. In the "Organization Detail" section, your Organization ID is listed in the "Salesforce.com Organization ID" field, starting with 00Dxxx. Improved Setup User Interface (Disabled) 1. Select <YourName> | Setup | Company Profile | Company Information. 2. In the "Organization Detail" section, your Organization ID is listed in the "Salesforce.com Organization ID" field, starting with 00Dxxx. Lightning Experience 1. Click the Gear icon, then select Setup. 2. Select Settings | Company Settings | Company Information. 3. Your Organization ID is listed in the "Salesforce.com Organization ID" field, starting with 00Dxxx Who This Solution Applies To Customers integrated with Salesforce Is this article helpful ? YesNo
Issue Description You want to prevent Marketo from updating certain fields within Salesforce. Issue Resolution If you are interested in stopping Marketo from overwriting fields in Salesforce, we could change the Sync User permissions in SFDC. Specifically, the User Profile for the Sync User, inside the Field Level Permissions, you can remove 'edit' permissions for individual fields. If you want updates to this field in Salesforce to still sync down to Marketo, leave the 'read' permissions for the field. Please keep in mind that removing this edit permissions can cause discrepancies in data between Marketo and Salesforce. Who This Solution Applies To Client's integrated with Salesforce
Issue Description When sending an email through the ToutApp Panel within Salesforce, what email server is used? Issue Resolution The Salesforce plugin will utilize the settings for your ToutApp.com sends. In ToutApp.com you can choose to send via the ToutApp Servers or via your company's outgoing email server.
Issue Description After deleting a lead or contact in Salesforce that has been synced to Marketo as a person record, attempting to merge that synced Person record with another Person record in Marketo keeps failing. Issue Resolution When a merge is performed in Marketo, the Marketo Sync User will first automatically attempt to merge the associated records in Salesforce. If the records have been deleted in Salesforce this attempt to merge the records in Salesforce will fail, meaning that the rest of the merge operation will fail in Marketo. To complete this merge, the best option is to perform the merge through the API. The Merge Leads endpoint allows you to skip the automatic Salesforce merge attempt that will always run when performing the merge through the Marketo UI. Marketo support does not troubleshoot or write custom API calls like this, so it is best to work with your in-house developer or IT staff to create these API calls. http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Leads/mergeLeadsUsingPOST Is this article helpful ? YesNo
Issue Description You would like to use the 'SFDC Oppty Campaign ID' as a constraint for the smart list filters ' Has Opportunity' and 'Opportunity was Updated', however, it does not appear as an option. Issue Resolution By system design, there are some opportunity fields such as 'SFDC Oppty Campaign ID' that are restricted and cannot be made visible in Marketo as a constraint or filter. One workaround is to create a custom field in Salesforce on the Opportunity object that holds the same value as the 'SFDC Optty Campaign ID' field. As a result, this field will appear in Field Management and become visible as a smart list constraint or filter in Marketo. If you would like to implement this, reach out to your SFDC admin. Who This Solution Applies To Customers that have Salesforce integrated with Marketo Is this article helpful ? YesNo
Issue Description Large amounts of edits being made by "Unknown" user show up within the audit trail. Issue Resolution If you have recently edited a field in Salesforce that utilizes a pick-list field type, the updates to the field will cause updates to propagate to any pages which use a form that uses that field. Who This Solution Applies To Customers integrated with 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 When creating a Smart List with a "Member of SFDC Campaign" filter, the SFDC Campaign is visible on the drop-down list, yet it throws an error when selected and the Smart List is loaded: "Error running Smart List: Check your Smart List configuration" Issue Resolution Things to check: The campaign has been re-named in SFDC or has been deleted. It could also be that somehow a "space" has been entered before the campaign name. For example, Marketo is looking for "SFDC Campaign Name" and SFDC has it as " SFDC Campaign Name" or "SFDC Campaign Name ". The campaign is present and active in SFDC, but is not visible to the sync user. The Marketo Sync User details can be located in [Admin > Integration > Salesforce > Username] This can be checked by logging in to SFDC as the Marketo sync user and verify that the campaigns are present with the correct name and activated for that sync user. Who This Solution Applies To Customers using Marketo integrated with 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 Your SFDC team wants to enable the SFDC feature associating contacts to multiple accounts. Issue Resolution If a contact is associated with multiple accounts in SFDC, the Company Name field will contain that primary account name – and Marketo will have no visibility into the fact that the contact is also associated with other accounts. One way to do this in Marketo is actually to create a purposeful duplicate of the lead - one associated with the first account, the other associated with the second account and so on. At this time, there are not any plans to enable people in Marketo to be associated with multiple accounts.
Issue Description When examining a lead's activity log, you notice a Sync Error which reads "CANNOT_EXECUTE_FLOW_TRIGGER: The record couldn’t be saved because it failed to trigger a flow. A flow trigger failed to execute the flow with version ID ______________. Flow error messages: An unhandled fault has occurred in this flow. An unhandled fault has occurred while processing the flow. Please contact your system administrator for more information. Contact your administrator for help." Issue Resolution That error message is generated by Salesforce when Marketo tries to sync a lead that does not meet a trigger flow rule that is setup in your Salesforce instance. Marketo has no visibility into this error message other than what is returned by Salesforce. Please take the full details of this error message to your SFDC Administrator or Support. They will be able to identify the flow or process which is preventing the sync update and make any necessary adjustments. Who This Solution Applies To Customers integrated with Salesforce
Issue Description You may experience this error when we create campaigns in SFDC using Marketo Campaign sync through a program. Issue Resolution The error that we are receiving indicates that the User Profile that Marketo uses to log into Salesforce, doesn't have permissions inside of SFDC to create campaigns. You would need to work with your SFDC Admin to grant this user permission to create campaigns in SFDC. If still there is an error, please contact the Salesforce support team since this error is coming from Salesforce. Who This Solution Applies To Customers who use Salesforce
Issue Description Customer created lists in SFDC and Marketo with identical filters/constraints for a field on the Opportunity Object, but the Marketo List is returning many more leads than the SFDC list. Issue Resolution The issue is due to Marketo field string values not being case-sensitive. Salesforce is case-sensitive, and will generate Opportunity IDs with the same letters, but with different capitalization arrangement. For example: In SFDC: "0060y000016PzXw" is a different Opportunity ID than "0060y000016PZxW" In Marketo, these two IDs are considered identical. As a result, Marketo will return leads that are not showing up on the Salesforce list. Adding the varied-case ID to the SFDC list filters will return the extra leads from Marketo. Smart List filters are not case-sensitive in Marketo, and will qualify leads with matching field values, regardless of letter case. One work-around option would be to use a 'Company Name' filter (or other known value) to further limit the leads in Marketo associated with the Opportunity. Who This Solution Applies To Customers synced to SFDC
Issue Description You have created a SFDC Custom Object that is associated with an object in Salesforce that is not Lead, Contact, or Account, and you are wondering how to sync this with Marketo. Issue Resolution Per the Marketo Documentation, it is only possible to natively sync SFDC Custom Objects to Marketo that are associated with the SFDC Lead, Contact or Account objects. https://docs.marketo.com/display/public/DOCS/SFDC+Sync%3A+Custom+Object+Sync However, there is a possible workaround for this. Our suggestion is to create a place-holder Marketo Custom Object, and then sync the data from Salesforce to Marketo via REST API. Using this SFDC Documentation https://developer.salesforce.com/page/Creating_REST_APIs_using_Apex_REST This reviews how to set up a workflow in Salesforce to send data to Marketo with REST API. This is commonly used in the context of SFDC Custom Objects associated with the Opportunity Object in SFDC. Clients create a Marketo Custom Object to send this SFDC Custom Object data to. This will also give you the option to trigger off updates to the Marketo Custom Object. Who This Solution Applies To Clients with SFDC and Marketo Custom Objects