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Issue Delay in SFDC Sync causes email to be sent with unpopulated tokens Wait steps in campaign designed to prevent race conditions are sometimes not long enough for the SFDC Sync to complete Wait steps cause delay in customer receiving their email after filling out for - bad user experience Environment Smart Campaign triggers off form fill and flow step syncs Person record to Salesforce  Info from SFDC sync is used to populate tokens in email Campaign uses Wait steps to hold email send until sync is finished Solution Split the Smart Campaign into two campaigns The first campaign runs the sync activities, but does not send email The second campaign triggers off of the Data Value Changes resulting from the sync and sends the email with the email tokens populated
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Summary Marketo-only records must be manually synced, become a member of a default-program, encounter a Salesforce flow step in order to sync with Salesforce. Issue Records are in the Marketo database but are not syncing over to Salesforce automatically like I thought they would. Solution The sync between Marketo and Salesforce is bi-directional. However, in order for a record to be synced, one of the following conditions must be met: The record becomes a member of a program which is synced to a Salesforce campaign. This occurs when the background sync is used to keep members of a Salesforce campaign in sync with a Marketo Program status. This can easily be verified by navigating to the program and looking at the summary view. More information on this feature can be found here: https://docs.marketo.com/display/public/DOCS/Sync+an+SFDC+Campaign+with+a+Program https://docs.marketo.com/display/public/DOCS/SFDC+Sync%3A+Campaign+Sync The record encounters an SFDC flow step. Any time a record encounters a Salesforce related flow step in a smart campaign, this will cause the record to sync with Salesforce. Some of these flow steps have other implied actions, which you can read about here: https://docs.marketo.com/display/public/DOCS/Implied+Salesforce+Actions The record is manually synced to Salesforce through a single-flow action. This is an intentional user action. It can only occur when you find the record in your database or in the people tab of a smart list and select the option from the 'Person Actions' menu. More on how to do this can be found in this document: https://docs.marketo.com/display/public/DOCS/Run+a+Single+Flow+Step+from+a+Smart+List Root Cause Records had not encountered SFDC flow steps, become members of a program synced with a Salesforce campaign and hat not been manually synced to Salesforce. Environment Marketo with the built-in integration with Salesforce
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Marketo has the ability to see and pull data from Salesforce Formula fields, there is however a catch which will be explained in this article.   Everytime the Marketo Sync connects to Salesforce, it will scan records and look at the "SytemModStamp" (salesforce system field) for each one of them. It will compare this value with the stored value, which was pulled at the last scheduled sync. If the values match, Marketo will move on to the next record. If the values are different (new value later date than previous value), then Marketo will do a compare and contrast of all fields on that record in both systems and update the information as needed.   When a normal non-formula field is updated and changed on a Lead/Contact record in SFDC, the SytemModStamp value is updated. This is how on next sync Marketo knows to do a compare/contrast check and pull updates. Formula fields do not behave the same way. A formula field is calculated based on data in fields called upon in the formula; this means that the formula field calculation itself will not update the SytemModStamp in Salesforce.   Chances are you already have existing records in SFDC and Marketo. If you were to create a formula field today in your instance of SFDC and have it sync down into Marketo, the data calculated for the formula field in SFDC will not come into Marketo right away. The reason for this is, the formula field has created data based on already existing data, this does not result in a SytemModStamp change.   Typically formula fields will be a calculation of data from fields which are somehow related to the lead/contact record. This means that moving forward, any change in the normal field, will result in a SytemModStamp change as well as a recalculation of the formula field. In this case, Marketo will see the updated SytemModStamp due to the normal field change. Marketo will do the compare/contrast excercise and find that the formula field also needs updating.   If you create a formula field in SFDC and would like to have all the historical data for the formula field to come into Marketo, you can force an update on the records in SFDC to update the SytemModStamp. This way, on next sync, Marketo will see the formula data and pull it in. Alternatively, you can simply allow for natural SytemModStamp updates in SFDC to occur which should result in a slow trickle of historical data from SFDC into Marketo for the newly created formula field.   You can only use data from a formula field in Marketo to segment data and filter. If you try to do a change data value, Marketo will accept the change, tries to sync it to Salesforce and fails to update there. Eventually the Salesforce calculated value will come back into Marketo.  
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Issue Description: Salesforce refreshed your sandbox and it no longer syncs with Marketo Issue Resolution: As a safety precaution, once an instance of Salesforce is synced up with Marketo, we no longer allow the user to sync this particular instance of Marketo with any other instance of Salesforce. When Salesforce does a “refresh” of your sandbox, they are actually canceling your old sandbox account and creating a new account and pulling fresh data from your production. This means the refreshed sandbox is actually a different account and has a new OrgID. Marketo Support can assist by unlocking your Marketo sandbox to be synced up with a refreshed Salesforce sandbox. If you run into this scenario, please create a support ticket requesting that we enable the reset of the OrgID for your SFDC sandbox.
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Included in this article   Overview Sync Filters for Existing SFDC Integrations Sync Filters for New SFDC Integrations Overview It is often necessary to prevent specific leads from syncing between Marketo and SFDC. There are a few different ways this can be done, such as sharing rules on the SFDC side, but the most effective way is through a Marketo Custom Sync Filter.   A Custom Sync Filter uses a custom field to mark each lead record to indicate whether that lead is allowed to sync between Marketo and SFDC. Here’s how to get it set up!     Sync Filters for Existing SFDC Integrations   If you already have an SFDC integration in place but want to stop some already-synced leads from continuing to sync, this section will show you how to make that change.   1. Create a new custom field in Salesforce. The Marketo bi-directional sync will automatically identify the new custom field and map it between Marketo and Salesforce. The best field type to use is a Checkbox field within Salesforce and the field will need to be created on the Salesforce Object that needs to be filtered (i.e. Lead, Contact, or both). Once the field has been created in Marketo by the bi-directional sync, it will be listed under Admin > Field Management.   Note: A Custom Sync Filter field can also be created on the Account object to dictate whether an account is allowed to sync. This sync filter will be applied independently from the Lead/Contact sync filter.   2. Update the records in Salesforce with the corresponding value you need to indicate whether the record should sync or not. Sync filters can be set up in two ways—a True/Checked value can indicate that a record is allowed to sync, or a True/Checked value could indicate that a record is not allowed to sync. This choice is up to you.   3. The Custom Sync Filter can now be implemented. Contact Marketo Support and request a Custom Sync Filter be activated. Be sure you include the custom field name, which configuration you need (checked=sync vs checked=don’t sync), and all records have been populated with the correct values. Once it has been applied, you’re all done!     Sync Filters for New SFDC Integrations   If you are setting up a new SFDC integration with Marketo, you can set up the sync filter as part of the integration process. This will let you designate which leads and contacts are ever allowed to sync, but this must be done in the middle of the initial SFDC sync process.   1. Create a new custom field in SFDC. The best field type to use is a Checkbox field, and you’ll need to set it up with the same name on both the Lead and Contact objects. Note: A Custom Sync Filter field can also be created on the Account before the initial sync, and it will be applied in the same way.   2. Update the records in Salesforce with the corresponding value you need to indicate whether the record should sync or not. Sync filters can be set up in two ways—a True/Checked value can indicate that a record is allowed to sync, or a True/Checked value could indicate that a record is not allowed to sync. This choice is up to you.   3. Begin your Salesforce Sync Setup but do not finish it. There are two sets of Salesforce Sync installations, one for Enterprise/Unlimited Edition and the other for Professional Edition. For both Enterprise/Unlimited and Professional Edition versions, three documents correspond to the three different steps: “Step 1 of 3”, “Step 2 of 3,” and “Step 3 of 3”. For both versions, complete all steps of “Step 1 of 3” and “Step 2 of 3”. When you get to “Step 3 of 3”, you will only do the first half of the steps and then stop. Complete the sections “Retrieve Sync User Security Token” and “Set Sync User Credentials,” and then stop there. Do not proceed to start the sync.   4. This is when the sync filter needs to be implemented. Contact Marketo Support and request a Custom Sync Filter be activated. Be sure to include the custom field name, which configuration you need (checked=sync vs checked=don’t sync), and note that all records have been populated with the correct values. Once it has been applied and the Marketo Support case is resolved, you’re done and can start your initial SDFC sync!
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Issue Sometimes you may get this error when trying to sync a Marketo Program to an SFDC Campaign -  "Not allowed: Salesforce campaign contains incompatible statuses", even though the statuses match in the Marketo program and SFDC campaign.   Solution Check for the statuses in the Marketo program channel and SFDC campaign - you will see the same statuses. This error occurs if there is any case-sensitive error in the statuses. For example, if your Marketo program has the following statuses: Attended, Registered, Unable to Attend and the SFDC campaign has Attended, Registered, Unable to attend. Then you will encounter the above error. You have to change the status in Marketo as "Unable to attend" or change the status in SFDC Campaign as "Unable to Attend"  in order to fix this.    
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Issue You create a new field on the Lead and Contact objects in SFDC and two fields are created in Marketo, one mapped to Lead and the other mapped to Contact.     Solution You will see this behavior if the an SFDC field is created on two objects across more than one sync cycle, one before a sync cycle starts and the other one during or after the sync cycle completes. To ensure both the lead and contact show up mapped to the same custom field Marketo, do the following Disable the global sync in Marketo. (Admin > Salesforce) Create the field on your desired objects in SFDC.  Make sure they both have the same API name. Re-enable the global sync in Marketo, allowing the field in both objects to sync down to Marketo at the same time. If you find yourself with multiple fields in Marketo after the sync, contact Marketo Support to have the fields merged or remapped as necessary.  
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Issue You already have a Marketo connected to an instance of Salesforce and want to switch to a different instance of SFDC.     Solution This is not possible. Once you have connected your Marketo instance to an instance of SFDC, that connection cannot be changed. If you want to connect Marketo to a different instance of SFDC, you would need to contact your Customer Success Manager to have a new Marketo instance provisioned.        
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Included in this article Overview Do you need to create fields in Salesforce and have them connect to specific fields in Marketo like for Lead Score or Acquisition Program? If so, this document will take you right to the instructions on how to get that done! Step by Step Directions for all Salesforce Editions Adding Custom Marketo Fields to Salesforce Video Overview Here's a video tutorial of the entire process that should make it easy to follow along: Salesforce Connector Setup​ Enjoy!
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Issue Leads are members of a Marketo Program that is synced with a SFDC campaign, but there are some leads that have not synced to SFDC. Solution 1.) First check to see if this was caused by a Salesforce Sync Error. This can be checked in the Admin area under Admin > Salesforce > Sync Errors. Additionally, errors will appear under Notifications, check for the subject 'Salesforce Sync Error: Unable to Add Leads to Campaigns'. This will list the details of the SFDC Error and a list of sample leads along with the Salesforce campaign that they failed to sync to Example error: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY: insufficient access rights on cross-reference id Sample Leads:    Salesforce Campaign lead1@mail.com    Campaign name lead2@mail.com    Campaign name 2.) This can also be caused by mismatched statuses between the Marketo Program and the SFDC Campaign.  If the status doesn't exist on both sides, leads with the problem status can fail to sync. 3.) This can also be caused by a backlog for the program/campaign sync. Check with Marketo Support to see if a backlog is present.   Who This Solution Applies To Customers using Marketo with Salesforce integrated    
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Marketo calls to the Salesforce API During a single sync session, Marketo makes 25 API calls to check if your Salesforce objects need updating.  Because your Salesforce sync happens in 5 minute intervals (default setting), each day Marketo makes 7200 API calls to your account to see if any updates are needed. If there are updates, more API calls are used to sync the information.  Leads, Contacts, Accounts, Opportunities, Campaigns, and Activities are synced in batches of 200 per API call. If you use a Sync Lead to SFDC or Add to Campaign flow step in trigger campaigns, each one uses at least one API call per lead; the API call happens when the lead hits that flow step (instead of waiting for the next sync). Batch campaigns can send up to 200 leads to Salesforce with 1 API call for these flow steps. Any activities you've synced from Marketo to Salesforce (like "Filled Out Form" or "Opened Email") use an extra API call per event. You can use these to estimate the number of API calls Marketo makes per day.  For example, if you have 1,000 Lead and Contact updates a day and 100 Account, Opportunity, and Campaign updates, you'll use: 7200 (check for updates) + (1000 Lead updates / 200 per API call) + (1000 Contact updates / 200 per API call) + (100 Account updates / 200 per API call) + (100 Opportunity updates / 200 per API call) + (100 Campaign updates / 200 per API call) + 7200 + 5 + 5 + 1 + 1 + 1 = 7213 API calls When you first sync your Salesforce account to Marketo, you'll use significantly more API calls until Marketo is up to date with your Salesforce instance.  After that, you can expect the API calls to be much lower unless you make large updates to your leads (in Marketo or Salesforce) API Calls and your Salesforce edition Salesforce determines your API call limit based on the edition and licenses you have. This document from Salesforce has information on how they calculate that limit. For many Salesforce users, particularly Enterprise Edition users, the number of API calls made by Marketo is usually not a problem. If you're using a more limited edition of Salesforce or don't have many Salesforce licenses, you may hit the daily limit on your API calls.  In that case, please contact Marketo Support and ask us to decrease your sync interval.  At a 30 minute sync interval, Marketo uses around 1000 API calls per day, well under the limit for nearly every Salesforce edition. To see your API limit (per 24 hour period) and your current usage (for past 24 hours) in SFDC,  navigate to: Setup -> Administration Setup -> Company Profile -> Company Information Look for the field called "API Requests, Last 24 Hours", which will display API usage for the past 24-hour period as well as your current 24-hour limit (in parenthesis). Order of Events during SFDC Sync Marketo will sync your SFDC and Marketo objects in the following order: Lead: synch schema Account: synch schema Contact: synch schema User: synch schema Task: synch schema Opportunity: synch schema Opportunity Contact Role: synch schema Campaign: synch schema Campaign Member: synch schema Campaign Member Status: synch schema Lead: pull conversions Account: pull deletes Account: pull updates User: pull updates Lead Queue: pull updates Lead Status: pull updates Account Type: pull updates Lead: pull deletes Contact: pull deletes Lead: pull updates Contact: pull updates Lead: push updates Contact: push updates Campaign: pull deletes Campaign Member: pull deletes Campaign Member Status: pull deletes Campaign: pull updates Campaign Member: pull updates Campaign Member Status: pull updates Opportunity: pull deletes Opportunity Contact Role: pull deletes Opportunity: pull updates Opportunity Contact Role: pull updates Event: pull updates Task: pull updates Email Template: push new Email Template: push updates Task: push new Task: push updates
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Marketo has the ability to see and pull data from Salesforce Formula fields, there is however a catch which will be explained in this article.   Everytime the Marketo Sync connects to Salesforce it will scan records and look at the "SytemModStamp" (salesforce system field) for each one of them. It will compare this value with the stored value, which was pulled at the last scheduled sync. If the values match, Marketo will move on to the next record. If the values are different (new value later date than previous value), then Marketo will do a compare and contrast of all fields on that record in both systems and update the information as needed.   When a normal non-formula field is updated and changed on a Lead/Contact record in SFDC, the SytemModStamp value is updated. This is how on next sync Marketo knows to do a compare/contrast check and pull updates. Formula fields do not behave the same way. A formula field is calculated based on data in fields called upon in the formula; this means that the formula field calculation itself will not update the SytemModStamp in Salesforce.   Chances are you already have existing records in SFDC and Marketo. If you were to create a formula field today in your instance of SFDC and have it sync down into Marketo, the data calculated for the formula field in SFDC will not come into Marketo right away. The reason for this is, the formula field has created data based on already existing data, this does not result in a SytemModStamp change.   Typically formula fields will be a calculation of data from fields which are somehow related to the lead/contact record. This means that moving forward, any change in the normal field, will result in a SytemModStamp change as well as a recalculation of the formula field. In this case, Marketo will see the updated SytemModStamp due to the normal field change. Marketo will do the compare/contrast excercise and find that the formula field also needs updating.   If you create a formula field in SFDC and would like to have all the historical data for the formula field to come into Marketo, you can force an update on the records in SFDC to update the SytemModStamp. This way, on next sync, Marketo will see the formula data and pull it in. Alternatively, you can simply allow for natural SytemModStamp updates in SFDC to occur which should result in a slow trickle of historical data from SFDC into Marketo for the newly created formula field.   You can only use data from a formula field in Marketo to segment data and filter. If you try to do a change data value, Marketo will accept the change, tries to sync it to Salesforce and fails to update there. Eventually the Salesforce calculated value will come back into Marketo. Is this article helpful ? YesNo
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Issue The SFDC sync error "Unable to process due to no XML response from Salesforce" appears. Root Cause This error means Marketo received an invalid XML response returned by SFDC. Most often, this is a transient error from SFDC and resolves on its own in the next sync cycles.  If the error persists or is continually blocking your sync, please reach out to Marketo Support.
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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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This is working as expected. The Parent Company Name field gets its value set from a different process and not via the SFDC Synch. SFDC and Marketo Engage both have a Parent Account ID field in the Account Object (Company Object in Marketo). If there is a parent account ID in that field, then the value of that field is automatically populated via a reference to the other Account Record. Since Company in Marketo is mapped to Name (SFDC Account) whenever that value is updated it will be reflected in Marketo. Example: Account ID 1 has a Parent Account ID of 2. They both have records in the same Account table. If the Name is changed of the Parent Account it is automatically reflected in any child accounts as the Parent Account Name is just a reference.
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Issue If a record which is in a Marketo Campaign Wait Step and is merged into another record, does the winner of the merge continue through the flow?    Solution Winner of the merge will continue through the Campaign flow and complete the remaining steps. To prevent this behavior, remove the record from Campaign using the 'Remove From Flow' step. Environment Records merged in Marketo  Records merged in SFDC
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Issue Does applying a permission set to the Marketo Sync User in Salesforce suffice for limiting the number of fields to sync from Salesforce to Marketo? or will the profile need to be updated directly? Solution In order to limit the visibility of fields for the Marketo Sync User in Salesforce, the profile will need to be directly edited (example: Add an Existing Salesforce Field to the Marketo Sync - Marketo Docs - Product Documentation) Root Cause Since the profile has access to a field, the Marketo Sync User will still have access to the field even though a permission set applied to the profile does not have access to the same field. Environment Salesforce Sync Marketo Sync User Permission Set SFDC
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The fields and records that will sync from Salesforce are defined by the permissions of the Marketo sync user. Therefore, if you want to prevent specific records or fields from syncing with Marketo, change the permissions of the sync user so they do not have access to the records and fields you do want to sync. Alternatively, you can work with Marketo Support to set up a Custom Sync Filter that will prevent records from syncing based on the value in a specified field. Restricting Leads from Syncing to SFDC With Sync Filters 
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Here's how you can use tokens and URL parameters to automatically assign leads to Salesforce campaigns after filling out a form.  These tokens work in all of the Salesforce campaign flow steps:   Add to Salesforce Campaign Change Status in Salesforce Campaign Remove from Salesforce campaign   Get the Salesforce campaign ID and status   You need two things to begin this process -- the name or ID of the Salesforce campaign you want to sync to and a valid status in that campaign.  You can get the ID for the campaign by opening that campaign in Salesforce and copying the last 15 characters from the URL.  Here's an example campaign URL; the ID is highlighted:   https://naX.salesforce.com/701F00230001Z9z   To get the valid statuses, click on "Advanced Setup" on the campaign's page     The status should be listed there:     Create new fields   First, you need to create two new fields -- "SFDC Campaign ID" and "SFDC Campaign Status" -- both of type "string".  You can create these on your lead and contact records in Salesforce, or contact Marketo support to add those custom fields in your Marketo account.   Create or edit the form   After you create those fields, the next step is to incorporate them into your forms.  Create a new form or edit an existing form, then drag those two fields into your form.  Make them both hidden fields and set them to populate from a URL.  If you're unfamiliar with them, this article on hidden fields has details on how they work. Making a Field Hidden on a Form When setting the values for those fields, use a real Salesforce campaign ID and status as the default value.  Here's how you might edit the settings for those fields:   SFDC Campaign ID: Default Value: [a real Salesforce campaign ID or name] Populate from: URL Parameter Parameter name: campaignID   SFDC Campaign Status: Default Value: [a real Salesforce campaign status for the campaign you chose] Populate from: URL Parameter Parameter name: status   And here's what your form might look like when done:   Now you have a form that automatically add leads to the default Salesforce campaign you selected and that you can override with URL parameters.   Create a Smart Campaign   Next, you need to create a campaign that will add these leads to the selected (or default) Salesforce campaign.  We'll trigger this campaign to launch whenever someone fills out your form: In the flow, first you need to sync the lead to Salesforce so that you can add it to a campaign.   Then you can add it to the Salesforce campaign using the values in the SFDC Campaign ID and SFDC Campaign Status fields.  To do this, use the tokens for those fields in your flow step:  {{Lead.SFDC Campaign ID}} for the campaign name and {{Lead.SFDC Campaign Status}} for the status.  If you type "{{" in the fields, the auto-suggest will help you enter that text correctly:     Your finished flow should look like this:     Finally, in the schedule tab set this campaign to run every time and activate it.     Launch your landing page   If you modified a form already in use, you can now go to that landing page, fill out the form, and watch as your lead gets synced to the Salesforce campaign you chose.  If this is a new form, create and approve a new landing page which uses that form.  After filling out the form, you should see the lead added to the default Salesforce campaign specified in your form:     Use URL parameters to override the default campaign and status.  For our forms, the campaign is set by the "campaignID" URL parameter and the status by the "status" URL parameter.  For example, this URL:   http://offers.marketo.com/offers.html?campaignID=701A00000009K3l&status=Responded will assign the lead to the Salesforce campaign "701A00000009K3l" (the Salesforce internal ID) with the status "Responded."  If either value has spaces or special characters, make sure that you URL encode them before adding them to your URL.   Using tokens in other Salesforce campaign flow steps   These tokens work in all of the Salesforce campaign flow steps -- Add, Remove, and Change Status in SFDC campaign.  Follow the same directions as above but substitute the appropriate flow step in place of the Add to SFDC Campaign step.   Diagnosing errors   If your leads are not syncing to your Salesforce campaigns, first go to the Activity Log for that lead and double click the line that has the failed flow step. The information that appears will help you figure out what the problem might be. The most common errors you'll encounter are: Spelling errors in your tokens -- use the autosuggest to help Using an SFDC campaign ID or name that doesn't exist -- check the spelling of the campaign or ID The lead doesn't exist in salesforce -- sync the lead to Salesforce before adding him/her to your campaign Using a status that doesn't exist for that campaign -- change the status to one that does exist for the campaign, or add a new status to the campaign in Salesforce
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Issue: You have Opportunities in Salesforce but they are not showing in Marketo.    Solution: 1) Check Opportunity permissions in Salesforce - Your first line of troubleshooting this issue is to ensure that the Salesforce profile being used by your Marketo sync user has the Create/ReadEdit/Delete access on the Opportunities object in Salesforce.     2) Check the "Contact Roles" Related List - Ensure that the "Contact Roles" Related List in Salesforce under the Opportunity's detail page is populated     3) Ensure that the Marketo sync user has visibility in Salesforce to see the Opportunity - Log in to Salesforce with the Marketo sync user and ensure that the missing Opportunity in Marketo is visible to this Marketo sync user. If the Marketo sync user can't see the Opportunity then the Opportunity will not sync to Marketo.   4) Check to see the time that the Opportunity was created in Salesforce - Often times you have all the correct Opportunities permissions in Salesforce but the Opportunities are still not showing in Marketo because the Opportunity was recently created and you have not allowed enough time for that Opportunity to sync to Marketo. In this scenario, the only thing you can to is wait. If your sync is busy processing other items, you usually need to wait for these pending items to sync before the newly created Opportunity will sync to Marketo.
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