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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

Issue You may notice that there may be a block in SFDC that stops syncing unsubscribes from Marketo to SFDC. After fixing the block in SFDC the new unsubscribes will sync as expected. Here is how to get all the unsubscribes that happened before this fix to sync into SFDC. Solution You would need to set up a campaign to reset the field value. Smart list: Unsubscribed = true Flow: Change data value "unsubscribed" -> False Change data value "unsubscribed" -> True That would take everyone who is currently unsubscribed, switch to false and then back to true. That should cause the true value to sync up to SFDC for all of those records. However, make sure you do this at a time when you are absolutely positive there are no email campaigns going out.

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

Issue You need to mass update Salesforce records to get them to sync into Marketo. Solution 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/tools/data-loader

Issue Why does the record in Marketo have an Opportunity when its matching synced Contact in Salesforce does not have an Opportunity? Solution The Contact in Salesforce has an Opportunity Contact Role associated with an Opportunity that belongs to other Contacts. Since "Marketo associates Opportunities and contacts using Opportunity Contact Roles.", Marketo syncs down the Opportunity for the record has it has an Opportunity Contact Role associated with it.https://experienceleague.adobe.com/docs/marketo/using/product-docs/crm-sync/salesforce-sync/sfdc-sync-details/sfdc-sync-opportunity-sync.html?lang=en If the Opportunity is needed to be removed from the record in Marketo, then: The Opportunity will first need to be deleted in SFDC. The visibility of the role value that is not the primary owner of the Opportunities will need to be removed from the Marketo Sync User. Re-create the Opportunity so that it can be associated to the primary owner. Who This Solution Applies To Customers who has Salesforce integrated to Marketo

Question: Is it possible to assign a lead owner during a list import? Answer: No. The reason for this is because lead ownership is a Salesforce functionality and should be first done from within Salesforce. If you are not able to do the assignment in Salesforce, here is one option that is available to you within Marketo: 1) Upload your leads into Marketo's Lead Database without lead owner information. i.e. your import CSV will not have any lead owner column in it. More information on importing leads can be found here: Import a List of Leads from a Spreadsheet into Marketo (Import List). 2) Once the list import is successfully completed and your leads are in Marketo, you can use the "Sync Person to SFDC" flow action to assign lead ownership. More information on the "Sync Person to SFDC" flow action at Sync Person to SFDC.

Issue Why does the record in Marketo do not have an Opportunity when its matching synced Contact in Salesforce has an Opportunity? Solution The Opportunity of the Contact in Salesforce does not have an Opportunity Contact role. "Marketo associates Opportunities and contacts using Opportunity Contact Roles. Opportunities without any Contact Roles assigned will sync to Marketo, but won't belong to anyone. For example, the person won't qualify the Has Opportunity filter." SFDC Sync - Opportunity Sync If the Contact in Salesforce has an Opportunity Contact Role, reach out to Marketo Support to check if there is a sync backlog. Who This Solution Applies To Customers who has Salesforce integrated to Marketo

Issue: You or your sales reps are getting an error when editing your leads or contact records in Salesforce saying "The record you were editing was modified by Account Marketo during your edit session". This error will usually occur in Salesforce when you are in the Edit page in while at the same time the Marketo sync is updating that same record by our periodic API sync. While this error occurs very rarely, and usually by performing mass updates from Marketo (usually by batch campaigns). Resolution: Here are some steps you can take from a Marketo perspective to resolve or significantly reduce the chances of this error occurring: 1. Change the process that you use to update records in Salesforce - You can successfully reduce this error by using Inline editing (by double clicking on the individual field on the record) as opposed to doing a mass update of multiple fields on 1 record (by using the Edit button). Inline Editing - As the screenshot below shows, this done by double clicking on the individual field on your record then updating the field and then pressing the "Save" button or double pressing on the Enter key on your keyboard. Mass Editing - this is done by first pressing the "Edit" button on the record's detail page, which will then take you the the Edit page where you can mass update multiple records then press the "Save" button. 2. Increase the Salesforce sync interval time - Another option to reduce the the possibility or receiving this error is to reduce the number of times that Marketo syncs with Salesforce. This option in effect increases the time between Marketo and salesforce syncs. (The default is 5 minutes.) The downside to this option is that updates made in Marketo will take a longer to sync to Salesforce and vice versa. If you want to proceed with this option, you will need to contact Marketo support to get your sync wait time increased.

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

Distributing leads to sales reps is easy. Marketo, however, only supports random distribution. This gives a pretty good approximation of the round robin technique. Prerequisites: Create A New Program Create A Child Campaign 1. Go to the Smart List tab of the campaign you created, find and drag in the Lead is Created trigger. Tip: Use the trigger that logically would come right before you want to assign the lead to a rep. This is a article attached image 2. I've added the constraint "SFDC Type is empty" so that records that already exist in Salesforce do not get re-assigned. 3. Go to the Flow tab, find and drag in the Change Owner flow step. 4. If you have 3 lead owners click on the Add Choice button 2 times. You always want the number of choices to equal the number of owners in the round robin minus one. This is because the last person goes in the Default slot. 5. Find and select Random Sample. 6. 100% divided by 3 sales reps is 33%, enter "33". 7. Find and select the first sales rep. 8. Repeat steps 4, 5 and 6 for every remaining choice. Be sure to fill out the default choice also. This is a article attached image 9. Activate the campaign and it should now distribute leads randomly to your lead owners.

Question: How do I add a link to my lead/contact's Salesforce detail page when sending an alert from Marketo? Answer: If the lead or contact is in both Marketo and Salesforce at the time when the alert email is sent, then the link to the Salesforce detail page will be automatically appended to the alert email sent by Marketo. Note You will need to use the "Send Alert Info" token within your Alert email while designing your email in the Design Studio of Marketo. This is a article attached image Below is what the generated alert looks like once it is sent from Marketo (note the link to the Salesforce detail page is automatically inserted): This is a article attached image Note if the lead or contact is not in Salesforce then there is no link to the Salesforce detail page: This is a article attached image

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

Issue You have two SFDC picklist fields mapped to one Marketo field but it isn't showing all picklist values for both SFDC fields. Solution 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. This could happen in situations where the field in Marketo is mapped to a SFDC picklist field on leads as well as a SFDC field on contact/account.

Issue Program member custom fields are not syncing data to Salesforce campaign member fields even though they are mapped. In this setup, the sync for Campaign Members is being performed by 'Add to SFDC Campaign' or 'Change Status in SFDC' flow-steps, but the Program itself is not set to sync with an SFDC Campaign. Environment SFDC Integration Solution This is the expected behavior, as the program member custom fields will only sync data to campaign member fields when the Salesforce Campaign Sync is setup for the Instance/Program in question. Using flow steps to sync SFDC Campaign Members will not carry over data for Program Member Custom Fields. Root Cause SFDC Campaign Sync is not enabled. Enable/Disable Campaign Sync Enable/Disable Campaign Sync | Adobe Marketo Engage Program Member Custom Field Sync Program Member Custom Field Sync | Adobe Marketo Engage

Summary Mismatch between "Added to [custom object]" and "Has [custom object]" filters for a SFDC Custom object Issue You build a Smart List for "Added to [custom object]" for your SFDC Custom object and you notice the number of records qualifying is lower than expected. The "Has [custom object]" filter pulls more records, however, and matches what you see in SFDC. Environment SFDC/Marketo Solution This is expected behavior if you have records that were already associated to the SFDC Custom object before they were pushed to Marketo. If you have records that were already associated to the SFDC Custom object before they initially synced to Marketo, those records would not have an "Added to [SFDC Custom Object]" activity on their record in Marketo, which means they would not qualify for the "Was added to [SFDC Custom Object] Smart List filter" In this scenario, it is recommended to use the "Has [SFDC Custom Object]" filter to get the accurate numbers, as this should include all Marketo records that are associated to the Custom Object, even if they were added to it prior to being synced and created in Marketo. Root Cause Records already being associated to the SFDC Custom object before they were initially synced to Marketo.

Issue You receive a notification that the Marketo/SFDC sync has failed due to " Invalid username, password, security token; or user locked out." On the Salesforce side, you see the error "Salesforce setCredential failed with code: {LOGIN_DURING_RESTRICTED_DOMAIN} and message: {cannot log in from current domain}" Solution Take the following steps to troubleshoot this issue: Confirm that the username and password are correct by using them to log into Salesforce. Check to make sure the Marketo IPs are on the Salesforce general whitelist. Check the Marketo sync user's profile in Salesforce and make sure the "Login IPs" include the IPs for your Marketo instance. The complete list of IP ranges is: 199.15.212.0/23 199.15.214.0/23 192.28.144.0/23 192.28.146.0/23 192.28.148.0/23 192.28.150.0/23 192.28.152.0/21 192.28.160.0/19 185.28.196.0/22 103.237.104.0/23 103.237.106.0/23 Who This Solution Applies To Customers integrated with Salesforce using IP restrictions

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 Syncing a SFDC custom field that is not on the Lead, Contact, or Account object. Solution Any custom field created in Salesforce that is not linked with Lead, Contact or Account objects will not sync to Marketo. Only the Lead, Contact and Account objects can be synced down to Marketo by default. If you would like to have any custom field synced to Marketo, it must be associated to a Lead, Contact or Account object in Salesforce. Custom Objects created in your Salesforce instance can be part of Marketo too. To use a custom object in Marketo, it must be associated to a Lead, Contact or Account object in Salesforce as well. For more information on syncing Salesforce Custom Objects, please see the documentation here: SFDC Sync: Custom Object Sync. Fields on the SFDC Custom Object do not become fields in the Marketo lead database, but can be used as filter constraints on Custom Object filters - Add/Remove Custom Object Field as Smart List/Trigger Constraints.

Issue What is the typical sync interval timing? Is there a timing difference between updates and inserts? If the change originates in SFDC vs MKTO? Solution By default the sync interval in Marketo is set to 5 minutes. This can be set to be greater than 5 minutes on request. Now this doesn't mean that Marketo will sync updates every 5 minutes, it means that there will be approximately a 5 minute wait after one sync cycle finishes and and the next sync cycle begins. The duration that an individual sync cycle will take depends on how many records for each object need to be updated/created. Remember flow actions in smart campaigns are immediate, so if you ever don't want to wait for the background sync for a specific lead or set of leads then you could always run an intimidate flow action, just bear in mind that flow actions use 1 API call per lead record whereas the background sync is much more efficient and can handle 200 records with just one API call.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Sync past Unsubscribes into SFDC

Leads Not Syncing from Marketo Program to SFDC Campaign

Mass Update Salesforce Records

Record has Opportunity in Marketo but not in Salesforce

Is It Possible to Assign a Lead Owner during a List Import?

Contact has Opportunity in Salesforce but not in Marketo

Getting Error “The Record You Were Editing Was by Modified by Account Marketo during Your Edit Session” in Salesforce

Assigning Leads to Salesforce Campaigns Dynamically

Distribute Your Leads Round Robin or Randomly

How Do I Add a Link to My Lead/Contact’s Salesforce Detail Page When Sending an Alert from Marketo?

How to Clear Cache and Cookies

Two SFDC Picklist Fields Mapped to One Marketo Field Aren’t Showing All Picklist Values in Marketo

Program Member Custom Field Data Not Syncing To SFDC Campaign Members

Mismatch between "Added to [custom object]" and "Has [custom object]" filters

SFDC Sync Error - Salesforce setCredential failed with code: {LOGIN_DURING_RESTRICTED_DOMAIN}

SFDC Error "Unable to process due to no XML response from Salesforce"

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

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

Syncing Custom Field Created in Salesforce Standard and Custom Objects

SFDC Sync Intervals