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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

Here it is: Your guide to understanding merges in Marketo, in Salesforce, and how the two interact. Merging Two Leads We begin with two records in Marketo which have been synced to Salesforce. Both are leads in Salesforce, not contacts. Lead A, Marky Marky, has a Marketo ID of 1001446 and an SFDC ID of 00Qi000000vJ0hK. Lead B, Markee Marquee, has a Marketo ID of 1001447 and an SFDC ID of 00Qi000000vJ0hU. We wish to merge these leads in Marketo. In this example, I first select Lead B, and then hold SHIFT to select Lead A as well. Then right-click in the highlighted area to bring up the Lead Actions drop-down (or click Lead Actions at the top of the screen), and select Merge Leads from the choices. Now I see the Merge Leads dialog box, where we decide which conflicting field values we want to win. We could click the box next to "Lead 1" if I want all of Markee Marquee's values to win. Instead we check the box next to "Marky" because we want that to be their first name, rather than "Markee". Then we click merge. Note: whichever record was most recently updated will be pre-checked to win field conflicts. Here's the result. Note how the remaining single lead has the ID 1001447, that of Lead B, the first one we selected. The first record you select is the target record - this records remains while the other record is deleted, it's field values, activities, and program memberships merged into this winning record. The leads are also merged in Salesforce, and the remaining record there has the ID 00Qi000000vJ0hU (Lead B) as we would expect. Merging Leads and Contacts Here we begin with a lead and a contact. We have a lead, Marky Marquee (Marketo ID1001447, SFDC ID 00Qi000000vJ0hU), and a contact, Joe Hill (Marketo ID 1001448, SFDC ID 003i000002KAFGa). We first select Marky Marquee (the lead) and then select Joe Hill (the contact), and conduct the merge as we did above. This time, however, the second record we clicked, Joe Hill, shows up as "Lead 1". This seems to contradict what we said earlier, but it's happening because the second record is the contact, and the contact is always going to be the target record. I want Marky's name to win out, so I check their First and Last Name and then click Merge. Note: this will cause an error if the Marketo sync user in SFDC doesn't have the Convert Leads permission. Note that the remaining record has the ID 1001448, the ID of the contact, even though that wasn't the first record we selected in Marketo. The contact is always the one which remains. Program Memberships Here we have two leads: Dexter Science (ID 1001451) and James Frankough (ID 1001452). We add James to two programs, Program Example 1 and Program Example 2. We can see this in their activity log: Now we merge the records, selecting Dexter first (so they'll be the winning record), but we check James's values for the First and Last Name. Below is their activity log after the merge. Notice that there are new Change Program Status activities - because the target record in the merge was 1001451, but the programs were associated with 1001452, the system has to copy their program statuses over during the merge. If you double-click one of those activities, it gives "Lead merge transferring program membership (transfer)" as the activity's Reason. Activities caused by merges can trigger campaigns. For example, suppose there is a smart campaign with the trigger Program Status Changes, for an old program with no activity in months. Activities caused by a merge like this could trigger such a campaign. To prevent this from triggering campaigns, we can add Reason as a constraint: Campaign Memberships Next, we have two leads: John Doe (ID 247) and Johnathon Doe (ID 248). We've associated John Doe with two SFDC Campaigns: Campaign Example 1 and Campaign Example 2. When we merge John Doe into Johnathon Doe, since the target lead is ID 248 and the campaigns are associated with ID 247, it has to copy them over - just like it did with campaign memberships. However, unlike with program memberships, it does not provide a Reason in the Add to SFDC Campaign activity following the merge, meaning there's no easy way to prevent this from triggering campaigns which use the Added to SFDC Campaign trigger.

This article describes how to use Marketo email templates. Templates allow you to "write once, publish many times." Email copy writers can use a single template for emails, ensuring that you, as the template editor, have control over the structure of emails. IMPORTANT: You should be proficient with HTML before you create Marketo email templates. Customers have the option of bypassing email templates and paste in fully made emails into the email editor directly. If would rather not use the Marketo template system, you can replace your email template's HTML with the Replace HTML function in the HTML Tools pulldown. Creating a New Template From the Design Studio, use the New menu to create a New Template: The Create New Template window opens. Enter a New Template Name and optionally add a description. Click Create when you're done. The Email Template Editor opens in a new window, showing the Preview tab. Note: If you receive a browser warning about pop-up windows, choose to allow all popups from the Marketo domain. From the Email Template Editor window, click the HTML Source tab. Replace the HTML in this window with the HTML for your template. Click the Preview tab to see what your template looks like. Making Sections of Your Template Editable Right now, the content of the template is NOT editable. You will want to make sections of the email editable for the copy writer to update. While at the same time, you will want to keep sections of the email unchangeable, like a company logo, headers and footers, style elements, etc etc. Put a <div> or <span> tag around the the area of the text you want to make editable, give it a class of mktEditable and include a unique id like this: <div class="mktEditable" id="somethingUniqueWithNoSpaces"> Content you want to be editable. Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non proident, sunt in culpa qui officia deserunt mollit anim id est laborum. </div> IMPORTANT NOTE: You must use a <div> or a <span> tag to wrap your text. All other tags may cause errors. Always use a unique ID for each section. After you add this HTML around the area of the text, go to the Preview tab and click the Show Edits button in the menu bar. The editable parts will be highlighted in yellow. You can make additional sections editable also, but make sure you assign each one of them a unique id in your HTML. Copy writers will be able to use this template to create their emails. Adding Tokens A token is a dynamically updated field you can add to your email that will select information from the database. In the following example, we selected the First Name and Last Name tokens to add to the email. All the leads who are sent this email will have their first and their last names automatically inserted when it is sent to them, making the email more personalized. From the Email Template Editor, click the HTML Source tab. From the Palette, search for the desired token using the Quick Find box. Example: First Name Drag the tokens to the section of the HTML where you wish the text to render. Then replace the default value with the text that you want to appear if there's no field value. Click the Preview tab to see how the tokens appear in the email. The edited text now appears in the email. What if the value of the token is empty? In this example, if your database does not have the first or last name for the lead, then nothing would appear in that space in the email. However, you could edit the tokens to have a default value to say something like "Valued Customer" in case the token does not have a value to render. Just replace the text "edit me" with the desired default value. Note: When you send a test email, the default values will always be used. Validating the HTML Before you send the email, you should make sure you are using valid syntax with no errors. IMPORTANT NOTE: HTML Errors will cause your spam score to go up. Ensure deliverability with valid markup. A common error is to miss an alt="alternate text for an image" attribute in an image. Most email clients block images, so this is a critical error to avoid. From the Template Designer, click Validate HTML. The HTML Validation Summary window appears. In this particular example, the template is missing a </div> tag in line 63 column 29 of your template, so the window shows a syntax error. Click the OK button. Go back to the HTML Source tab and fix the error. Click the Validate HTML tab again. If you fixed the HTML syntax error, you should see the following window: Sending a Test Email From the Template Designer, click Send Test Email. The Send Test Email window appears. Either enter valid email addresses in the Send To field separated by commas (,) or pick a set of previous recipients using the pulldown. Click the Send button when done: The email should take a few seconds to arrive. It may take longer depending upon how it is processed by your mail server. Approving the Template When you are done with your changes to the template, you need to save it. From the Template Editor, just above the Palette, click Save & close to close the template. Note: You do not have to click Save & close to save the template. It saves automatically while you are working on it. The template has not yet been approved. Until it is approved, it cannot be used by any copy writers. To approve the template: Click the Design Studio tab. Right-click the template in the left tree. Select Approve draft. Look at the template in the Design Studio in the left tree. Approval is indicated by a check next to the template name. Your template is now ready to go. You can move on to creating emails in Marketo based on that template. Best Practices for Creating Emails Use the Marketo B2B Marketing Resources to learn best practices for created targeted email campaigns.

New Lead with no email address and no Marketo cookie: If a new lead fills out a Marketo form. Their Marketo cookie is created, lead details (including the cookie) will be updated and the Lead-Database and RTP sync process will be initiated. They will then be known to RTP and eligible for 1:1 personalized RTP campaigns. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit. Lead with email address but no Marketo cookie: When a known lead with no cookie (e.g. a lead from a tradeshow or a list) receives a Marketo email campaign and clicks on a link in the email and arrives to the website, the RTP script runs and a new Marketo cookie is created for them. The creation of the cookie is also sent to the Lead-Database and initiates the RTP sync process for this lead. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit. Known Lead with email address and Marketo cookie: Any changes to the lead’s data will be synced between the Lead-Database and RTP within 5 minutes interval.

1. Check the RTP Tag Verify that the RTP is properly installed on your website (see: Deploy the RTP JavaScript) In the developers console (under the Network tab) you suppose to see the following calls made by RTP while the page is loading: rtp.js?rh=www.YOURDOMAIN.com&aid=YOURACCOUNTID trw?aid=YOURACCOUNTID&trwv.uid=YOURACCOUNTID msg?a=2&sid=YOURACCOUNTID 2. Check View Filters Check if all Domains are selected under the Organization and Visitors table filters Check your user's Region Settings by navigating to 'User Settings' > 'Edit Regions' Is this article helpful ? YesNo

All the Recommendation Bar customization options are available within the RTP account settings page: Colors: Link Color: select the color from the dropdown choices. Background Color:select the color from the dropdown choices. Font: Font Size: type in the size in the 'Font Size' field (must be in pixels - px) Font Family: type in the 'Font Family' field Arrow Icon Color: select the color from the dropdown choices. Icon Font: select the icon style Icon Opacity: define the opacity level for the arrows Advanced customization There is additional customization can be done by the support team: Horizontal Bar Position: bottom (default) /top Vertical Bar Position: right (default) / left Is this article helpful ? YesNo

The asset discovery is an event listener that sits on every page and waits for visitors to click links that are considered content assets. Any behavior on web pages is being recorded in the 'session' and this event listener is continuously checking the session to see if anything happened. Once he identifies an event, he checks if this is a click on content asset. By default, assets are defined as any external pages or files (PDF, PPT, PPTX, MP4, OGG, WEBM, YouTube..) but if you configure URL patterns so the engine will look for them as well. See: Enabling Asset Discovery - Marketo Docs - Marketo User Manual Create a New Asset - Marketo Docs - Marketo User Manual A few example of how to configure the exclude/include rules for Asset URL Patterns: Page to include/exclude Is this article helpful ? YesNo

No - It’s done automatically and behind the scenes. The algorithms used by our proprietary technology automatically present relevant content to your audience segment using digital behavior, keyword search terms, and firmographics such as: geolocation, employee size, revenue size, and industry. The recommendation engine uses predictive analytics and machine learning to predict which content asset will most likely to be individually relevant for each one of your website visitors to read.

Also see: Enabling the Content Recommendation Engine - Marketo Docs - Marketo User Manual 1. Login to your RTP account and verify the Recommendation toggle in the 'Account Settings' is enabled for the relevant domain. **verify that the domain is configured properly 2. Make sure the exclusions/inclusions configured are valid and correct. 3. Go to the 'Assets' tab, check if there are some assets that turned on (green light) and being recommendable 4. Wait a few minutes seconds and refresh page - if the bar still does not appear - contact support. Is this article helpful ? YesNo

Also see: Enabling Asset Discovery - Marketo Docs - Marketo User Manual Steps to fix: Verify the RTP tag exists on the page Verify there are no any jQuery / Javascript / Other errors in the Developers Console Login to your account and go to the 'Account Settings' panel > make sure the 'Assets' toggle is switched to On In the 'Account Settings', go to the 'Assets' tab and make sure the URL patterns configuration are valid Select an asset in 'Assets' tab and click on link to check if click count increases and capturing you as the visitor. (see note 2) NOTES Don't forget to add wildcards (*) in your URL patterns, otherwise it will only cover the exact page you inserted: www.marketo.com/solution won't match: www.marketo.com/solution/rtp.pdf This step doesn't work with PDF files, simply because the rtp js tag is not installed on PDFs. In addition, the click event listener doesn't work on the back office, so only if it is an HTML page and you are viewing it (while rtp is running in the background) you should see the counter changes.

Named Accounts (or Account Based Marketing) module is sold separately. If you did purchase this module follow these instructions to create a new Named Account list. Common issues when uploading a new list: 1. Getting the following error message: Total number of records exceeded Is this article helpful ? YesNo Root cause: Each account is eligible for up to 10,000 named account records. Contact your account manager to purchased an additional package of records or remove old lists. 2. Getting the following error message: Your account is not enabled for uploading Named Account Lists. Contact your account manager for more details Root cause: You didn't purchase the Named Accounts module or your account has misconfigured and this module is disabled - contact support.

There are a lot of different pieces and activities involved when building a campaign or generating leads. Here are some really important self help content that every Customer Account Manager agrees customers should pay attention to in order to ensure your continued growth using Marketo. Reached your Database Limit Delete a Lead Delete a Lead in Salesforce Find and Merge Duplicates Bounced Email Address Is this article helpful ? YesNo

Complete these Marketo Quick Wins from the User Manual (Help Articles) to learn the core features of Marketo! 1. Get Set Up and Add a Lead 2. Send an Email 3. Landing Page with a Form 4. Simple Scoring 5. Email Auto Response 6. Import a List of Leads 7. Drip Drip Nurture 8. Personalize an Email 9. Alert the Sales Rep 10. Update Lead Data To run through some more activity and exercises that are guaranteed to show you more of how to use core functions in Marketo, check out the Learning Exercises from the User Manual for details

Congratulations on being the Support Admin for your company. It's a very important role for your organization and with the new Marketing Nation, the support admin role is expanding even more. Let's go over some of key things you can do as the Support Admin. You can submit support cases to Marketo Support This is one of your key abilities. Submit cases on behalf of your company to our Marketo Support Team for assistance. Manage your list of authorized contacts You have the ability to add and remove contacts from your list of authorized support contacts. This becomes important if people leave your company or if teams switch out your main Marketo users. If someone needs the ability to contact Marketo Support, you're the one to make that happen for them. Invite people to your account space (NEW) That's right,. You own the guest list to your Account space. You get to invite people from your company to this space. You can remove them from this space and you can also ban them from ever entering this space if you wanted to. This is a newly added feature within the Marketing Nation. Manage your Company Space (NEW) You're not just the Support Admin, you are the admin of this space. Adjust this space as you need it, If there are different types of content widgets or text boxes you want to add to this space, you can do it. This is a space for your company's use and benefit, so do with it as you need it. Our team is on hand to assist you with any questions you have to manage this space. You can contact us by sending an email to supportfeedback@marketo.com. Is this article helpful ? YesNo

Welcome to your Marketo Account Group. This is a group area that is private to your company. Only people that your Marketo Support Admin invites to this space can be involved in the conversations you have and the content that you create. You might be asking yourself how you are going to use this space or how does this space benefit the work that you are going to do? You can think of this space as our toolkit, meeting room, notebook, communication portal all wrapped up in one convenient location. Here are a few ideas on how this space can be used. Communication with your team Use this area to start your own discussions or use it to ask your own team questions. If you are working on a project, you can list our tasks, activities, and milestones to be shared and updated with your team. Work efficiency always involves everybody staying informed and the key to that is a single source or information. Build your own Marketo Reference Kit Utilize the wealth of resources that Marketo has by creating your own reference kit of Help Articles, Support Solutions, Videos, and posts that you and your team find useful and will be useful for any new members to are added to your group. Record your Marketo history Marketo is a powerful tool that offers a lot of flexibility and features in building your campaigns and communications, but all the logic and thought behind how your work is structured can be lost if someone else needed to. Create your own documentation and content If you have customized solutions or FAQ's that would benefit your team, you can create your own documents that are visible only to this one space. Use this space as a private repository of knowledge for your team. If you feel your content can be a benefit to the rest of the community, you are always welcome to share with the rest of the Marketing Nation. A link to Marketo Support If you have a problem that requires some assistance from the experts, your authorized support contacts can use the CaseConnector app in this space to submit a ticket to our support team. The CaseConnector is also used to manage your current cases and view your closed cases also. A Customer Account Manager channel Your Marketo Customer Account Manager can use your space to contact you and check in to ensure that your goals are on track with the work that is being done. Post a discussion and @mention your CAM and they can respond to you and your team. So there you have it, just a few ideas of how this Account Group can be used. There are countless other ways to take advantage of this private are and the different actions that you and your team and build on.

As Marketo customer and a member of the Marketing Nation, it's important to have something you can reference, a brief guide or checklist. Here is a collections of articles that we think will be invaluable to you as you move along in your Marketo journey. Marketing Nation Marketing Nation Glossary Marketo Marketo Icon Glossary Managing Marketo Users Managing User Roles and Permissions Munchkin Sales Insight Sales Insight is super easy to use and will give you the visibility needed to prioritize and close business faster. Issue a Marketo Email License Publish an Email to Sales Insight Using Interesting Moments Sales Insight Email Performance Reports Email Marketing Add Editable Sections to an Email Template The Engagement Dashboard Demand Generation Add Editable Sections to a Landing Page Template Revenue Explorer Revenue Explorer Report Revenue Explorer Report Types Is this article helpful ? YesNo

Top Searched Term Product Docs (Click on graphic) Community Support (Click on graphic) Token or Tokens Engagement or Engagement Programs Lead Scoring Sales Insight Progressive Profiling Calendar RCM or Revenue Cycle Modeler Form or Forms Salesforce Sync Snippet Landing Page or Landing Page Template Webhooks A/B Testing Email Templates Import List Munchkin Is this article helpful ? YesNo

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Understanding Merges in Marketo

Working with Marketo Email Templates

How does the Known Leads Targeting work?

Community Product Docs

No data in the RTP back office

What is the Exported (CSV) Report row limitation?

What are the Recommendation Engine customization options?

Is there a separate report to see the performance of the recommendation engine?

How does the Asset Discovery work?

Do you need to create segments to use the CRE?

RTP Content Recommendation Engine doesn’t work

The RTP Asset Discovery doesn't work

Can't upload a Named Accounts list in RTP

How accurate is the geolocation targeting

Crucial Content from your CAM

Marketo Quick Wins

Being a Support Admin, a Duty and a Privilege

Using Your Account Group

Customer Account Manager's Suggested Reading

Top Searched Terms