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Questions? Ask Support! Securing your Marketo Landing Pages By default, Marketo serves domains as HTTP, and historically we’ve given our customers the choice of whether or not to secure their Marketo domains (HTTPS); however, in 2018, browsers enforced new security measures to better protect their users - one of which was to flag all non-secure (HTTP) web pages with a visible "Not Secure" warning (the unlocked pad lock icon in the address bar). This effectively shifted the choice of using secured (HTTPS) domains from a best practice to a requirement. Marketo's Secured Domains solution secures any and all domains defined in your instance so they will be served via HTTPS.  For a full explanation of the benefits Secured Domains provides, in contrast with a basic SSL certificate, please see this Nation Post.   NOTE: As of late 2019, Marketo changed it's pricing/packaging to now automatically include a base Secured Domains package with ALL subscriptions. This base offering secures the first landing page domain and first tracking link domain to provide all of our customers with the basic necessities of digital marketing. Should you use more than these two domains, they may be purchased a la carte, so customers only pay for what they need. Contact your Marketo Customer Success Manager to purchase additional Secured Domains or discuss further.   Identifying Landing Page Domains in Your Instance Please note the below only covers securing your Landing Page domains. For steps on how to secure your Tracking Link domains, please visit this Nation Post.   New Subscriptions: If you’re a new Marketo customer with a new subscription, one of the steps in setting up your instance is to set your CNAMES, landing pages domain name, and any domain aliases. For more information see, Customizing Your Landing Pages URL with a CNAME and Adding Additional Landing Page CNAMEs. Once this is done, you’ll be ready to count the unique domains (as described below) and initiate the Secured Domains provisioning process through Support.   Established Subscriptions: Have you had your Marketo subscription for a while and want to know how many landing page domains you have configured in your instance? If you’re a Marketo Admin, you can see your landing pages domain name and domain aliases by navigating to: Admin console > Integration > Landing Pages   On the Landing Pages tab, you’ll see your landing pages Domain Name. In the example www.info.mycompany.com, the first part of the URL (info.) is your CNAME and the second part (mycompany.com) is the top-level domain (TLD). Marketo charges per unique top-level domain - i.e. only the orange part.   Next, you’ll also need to check the Rules tab and look for Domain Aliases.   It’s important to note that when it comes to securing your Marketo landing pages, the Secured Domains for Landing Pages process will secure all of the domains in your instance. It’s an all-or-nothing action, meaning you cannot chose which domains to secure for HTTPS and which to leave HTTP.  And don’t worry – we’ll count these up for you so we can scope your subscription correctly.   The Secured Domains Provisioning Process The process to secure your landing page domains includes steps that must be completed on Marketo’s side as well as steps that you’ll need to complete in your instance prior to us enabling HTTPS.   First, you'll need to configure your domains, choose a CNAME, and point it to your unique Marketo domain (i.e. prefix.mktoweb.com). These first-time-setup instructions can be found here.   Then, you'll need to contact Marketo Support to complete the process. NOTE: Domains are NOT automatically secured once they're configured in your instance - you MUST contact Support for any domain changes!   On our side, we’ll first provision your prefix.mktoweb.com domain on Cloudflare servers, then complete the secure handshake validation between DigiCert and Cloudflare to provision the necessary SSL certificates to serve your landing pages over HTTPS.   On your side, to ready your instance for the conversion to HTTPS, you’ll need to review, update and re-approve your landing pages: Change all images, JavaScript files and other external links in landing pages to HTTPS. Pages with HTTP links may display an “Insecure Content on Secure Pages” error. You can read more about that here: What Exactly Is a Mixed Content Warning? Note: any images hosted in Marketo will be updated automatically unless you’ve explicitly referenced them as HTTP. If you use Marketo Forms 1.0 on a non-Marketo webpage, you will need to update the post URL to HTTPS (Forms 2.0 does not need to be updated). If you do a server-side post to a Marketo Form and use your CNAME as the Post URL, you also need to change that to HTTPS.  Please note that server-side form posts are not supported and you should make a Marketo form submission in the background instead. If you include a Marketo landing page on a secure website using an iframe, you will need update the HTML to load the secure version of the landing page, otherwise the end user will get a security warning. If you use a Marketo Form on a non-Marketo page, you will need to update the follow-up URL to HTTPS if you’ve explicitly referenced a HTTP page.   Once you’ve completed the steps above, it’s time to coordinate the cut-over to HTTPS with Marketo. You’ll need let Marketo Support know that you’re ready to initiate the cut-over process.   NOTE: To help ensure a smooth transition, please confirm with your IT team that they have NOT placed a CAA against DigiCert on your top-level domain (this grants permission to only specific vendors to issue SSL certificates to your domain). We’ll work with you to plan a time when you have few or no upcoming batch campaigns running, and also a time when your team is available, if needed, to make a few updates in your Marketo instance.   RECOMMENDATION: After the cut-over, you may notice that images are not displayed in the Marketo email editor or preview mode. Rest assured your emails will send correctly and the images will render for recipients. To see the images in Marketo, you must adjust the image URLs from HTTP to HTTPS in the editor. Again, whether you take this step or not, the images will render properly for your email recipients.      That’s it! Once our team enables Secured Landing Pages for your instance, your landing pages will be served via HTTPS. Of course, it’s a good idea to do some validation of your pages after the cut-over to be sure your pages are loading correctly, images are loading, and that you didn’t miss any hard-coded HTTP links. Moving your pages to HTTPS, you can rest assured that you’re providing critical security and data integrity for both your pages and your visitors’ personal information. Good job, you!   OTHER HELPFUL FAQs Do I need to provide a TLS/SSL Certificate? No, in fact, to avoid the unnecessary hassle, risk and fire drills caused by expired certificates, Marketo now only accepts customer-provided certificates on an exception-only basis. The certificates included with Secured Domains auto-renew annually without any human interaction on either side.   What Certificate Authority (CA) issues the certificates for the Marketo’s Secured Domains? The certificates are authored by DigiCert.   What type of certificate is provided? We produce a pack of two certificates; The primary certificate uses a P-256 key, is SHA-2/ECDSA signed, and will be presented to browsers that support elliptic curve cryptography (ECC). The secondary or fallback certificate uses an RSA 2048-bit key, is SHA-2/RSA signed, and will be presented to browsers that do not support ECC.   Will my domains be on a shared SSL certificate with other companies? Absolutely NOT! That's like sharing the same car lock with other people - avoid dealing with vendors who offer this service. Each of your domains will get its own certificate, meaning you will not be on a shared certificate with other companies.   Will all the subdomains be covered? Marketo defines a subdomain interchangeably with CNAME for billing purposes. As an example, with your company.com domains, the subdomains go.company.com, info.company.com, help.company.com etc. would could as 3 unique subdomains. Please keep in mind that company.com, company.com.uk, company.com.ca are separate top-level domains.   Can I choose which domains/subdomains to secure? Securing your domains is all-or-nothing, meaning the process automatically secures all domains/subdomains you've set up in your instance. If you do not use or need old domains lingering in your instance, be sure to delete them so you're not charged.   If I have a CAA record, can it affect my certificate issuance? Yes, CAA records MUST be configured to allow DigiCert issuance, or else we will be restricted from issuing one. Please check with your IT team to ensure this is not a blocker. Further information: https://www.digicert.com/dns-caa-rr-check.htm   Can I provide my own SSL certificate to secure my domains? Not unless they are the Extended Validation (EV) certificate type. If not, but your IT team has instructed you they must manage them, please reach out to your CSM with the business use case and any details to request an exception. Please note this only causes additional risk, hassle, time, and effort on all parties.   We require an Extended Validation (EV) certificate. Can the Secured Domains for Landing Pages product accommodate this? Since the certificate provided with Secured Domains is not an Extended Validation (EV) type, Marketo absolutely allows customers who require this (typically healthcare, finance, government) to procure the EV certificate/private key and provide this to Marketo Support; however, please note you will then be 100% liable for managing/renewing/sending Marketo the new certificate with ample time to install it to avoid expiration. Expired certificates will not be categorized as a P1.   What Marketo configuration is required to complete the Secured Domains setup? One or more CNAMEs for the Marketo Landing Pages must be configured in the Admin section of the application as described here: Setup Steps - Marketo Docs - Product Docs   How many domains can I secure? Technically, as many as you like. However, please note there is an additional cost associated with secured multiple domains beyond the first two covered by the base offering.   If I am using Domain Aliases in my Marketo subscription, do I have to secure each of these? Securing your Marketo landing pages requires you to secure all domains used in your instance including your Domain Aliases.   How do I see the Landing Page domains in my instance? Marketo Admins can see your landing pages domain name and all domain aliases by clicking on Landing Pages in the Integration section of the Admin console. On the Landing Pages tab, you will see your full Landing Page Domain Name. On the Rules tab, you will find all Domain Aliases set up for your instance. For the Secured Domains for Landing Pages you will need to count the number of domains used in your instance. When counting domains, please provide the number of unique top-level domains – only the orange part here: www.info.mycompany.com Are Domain Aliases for different countries counted separately? When counting domains, you might have the same CNAME but unique top-level domains: info.mydomain.com, info.mydomain.au, info.mydomain.de. Even though the CNAME is the same, the top-level domains (mydomain.com, mydomain.au and mydomain.de) are unique and thus counted as such (3 total domains). Vice-versa, unique CNAMEs (info., go., pages.) with the same top-level domain (mycompany.com) are considered subdomains of a single top-level domain.    Will URLs to the existing non-secure (HTTP) Marketo Landing Pages continue to work? Your existing HTTP URLs will continue to work and will automatically be redirected to the secure (HTTPS) pages. There are only few situations where you may have to manually update the URL, specifically when you include a Marketo landing page on a secure website using an iframe. In this case, you will need to load the secure version of the landing page, otherwise the end user will get a security warning.   Does securing my Marketo landing pages also secure my corporate website? No. Marketo Secured Domains only affects the landing pages served by Marketo, because the underlying domain is technically a Marketo domain (i.e. your CNAME 'points' to prefix.mktoweb.com). It does not affect any pages on your corporate (non-Marketo) website.   If I don’t use Marketo Landing Pages, do I need Secured Domains for Landing Pages? Most likely, as there are many aspects of Marketo that rely on your domains being secured, such as assets and images. Further, if you are embedding Marketo Forms on secured non-Marketo webpages, the default form code snippet that Marketo provides uses //app-aba.marketo.com which is a Marketo domain that can be served securely on a HTTPs parent page (the // indicates the request will use whatever protocol the parent uses). With this, your Marketo form will take on the security level of the page it’s embedded on regardless of whether you’re using our Secured Domains for Landing Pages product. However, if you prefer not to have any reference to “marketo” on your corporate website, you may choose to change this code snippet from //app-aba.marketo.com to //<MY_LP_CNAME> to serve the form. In this case, you would need the Secured Domains for Landing Pages product since the LP CNAME will need a security certificate associated with it to serve securely.   Will the Munchkin JavaScript API also be encrypted via SSL? Calls to the Munchkin JavaScript API automatically switch to SSL if the page on which the calls are made is SSL encrypted.   Can I add additional Domains to my instance and secure these too? Once you’ve secured your landing page domains with the Secured Domains for Landing Pages process, you will need to contact Marketo when adding additional domains/domain aliases. Please contact your Marketo Customer Success Manager. There is an additional a la carte charge depending on the number of domains you are adding.   If I previously secured my Marketo Landing Pages with the SSL for Landing Pages Service, do I need to switch to Secured Domains for Landing Pages? We have discontinued the SSL for Landing Pages service and process, so you will need to switch. Your Customer Success Manager will work with you to understand the switch to Secured Domains at either your next SSL certificate renewal or subscription renewal, whichever comes first. NOTE: to avoid the unnecessary cost of renewing your 3rd party certificate, please inform your IT team of this change, and reach out to us at least a week in advance of your certificate's expiration. Not sure when it expires? Just plug in your full domain (CNAME.domain.com) on SSL Shopper.   Do I need to secure my tracking links as well? If your company enforces HSTS (a web directive that denies any redirects from HTTP links), you WILL need to also secure your Tracking Links for your recipients' email->landing page functions correctly. For more information on HSTS and Marketo subdomains, please see the following documentation SSL: The HSTS Policy and Your Marketo Subdomains If not, Marketo still recommends using secured links as a best practice, as it can help with deliverability and avoid spam traps; plus, it looks far more professional to have secured links, and can foster brand confidence when your recipients know their email->web page redirect is fully secure.   For additional questions on anything technical, just ask the Marketo Support team! If it's a pricing or commercial question, please reach out to your Customer Success Manager.
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  Full Details of all Marketo Support Offerings:   Check out the features and coverage details, including service level response times, global coverage hours, and more, for our various levels of support.   Download the   Adobe Support Overview now.   Global Contact   https://support.marketo.com :             Online Support Portal for Case management and Knowledgebase search support@marketo.com :                     Email to Case Submission supportescalations@marketo.com :   Contact Support management regarding Support services marketocares@marketo.com :            Questions regarding Support or Community access   Regional Contact Information Americas: Hours: M-F, 6am to 6pm Pacific Toll Free US: +1 877 270 6586 Direct: +1 650 376 2303   Languages Supported: English, Spanish Observed Holidays: New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Day New Year's Eve Europe, Middle East, & Africa: Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 511 9556 UK: 0800 151 3030   Languages Supported: English, French, German, Portuguese Observed Holidays: New Year's Day Easter Monday Christmas Day St. Stephen's Day Australia Hours: M-F, 9am to 6pm AET ANZ: +61 2 8310 7646   Languages Supported: English Observed Holidays: New Year's Day                            ANZAC Day Christmas Day                             Good Friday Easter Monday                             Boxing Day Japan: Hours: M-F, 9am to 6pm JST JP: +81.03.4233.9014   Languages Supported: Japanese Observed Holidays: New Year's Holiday                      Marine Day Coming of Age Day                      Respect for Senior Citizens Day National Founding Day                National Holiday Spring Equinox Day                     Autumnal Equinox Day Day of Showa                              Sports Day Constitution Memorial Day          Culture Day Green Day                                   Labor Thanksgiving Day Children's Day                             Emperor's Birthday Substitute Public Holiday             Year End After-hours Support for Production Down Issues: Online: Enter a Support Portal Case with Priority=P1 Phone: Call Support Line and follow the P1 prompts   Initial Response SLT We ask that you use the following priority definitions when setting your case priority: Priority Description P1 Mission Critical: Core Business function down or potential loss of mission critical data P2 Urgent: Major feature or workflow is not functioning, mission critical workflow and majority of user community is not blocked P3 Important: Normal usability or task completion is impacted but functional or workaround is available P4 Minor: Minor issue requiring a correction, normal workflow is not impacted  
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  Welcome to Marketo Support This guide provides individual links that covers the following topics: Marketo Support Policies Service Level Agreement How to Contact Marketo Support How to Submit a Case Tips on Effective Case Submission Managing Authorized Support Contacts (Support Admins) Managing Your Cases How to Escalate    
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Issue Champion Challenger A/B Test dashboard does not display any data Solution Check that the email was sent from a trigger campaign or an engagement program as "Champion/Challenger emails only work with trigger campaigns and engagement program streams." https://docs.marketo.com/pages/releaseview.action?pageId=2359553 Check that the email sent from the engagement program was added to a stream directly and was not nested within a program that is the asset added in the stream. Reference: https://nation.marketo.com/t5/Knowledgebase/Champion-Challenger-Test-in-Engagement-Programs/ta-p/249176 Check that the email was approved when the email was sent Check that the email has been sent Check the time the Champion Challenger test was created and the time the email was sent   Root Cause The email has not been sent since the A/B test was created or the email was sent before the Champion Challenger test was created. Environment Champion Challenger Engagement Program A/B Test Email Dashboard
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Issue Leads recently imported cannot be found Solution Check if the example leads exist in the partition the workspace has access to. It is possible that the leads cannot be found because the workspace being checked does not have access to the partition the leads exist in. Check if any of the example leads have been deleted: by using the Campaign Inspector to review all of the smart campaigns that contain a Delete Lead flow action. Then check the run history of each smart campaign to see which recently ran and how many people qualified. If there is a significant amount of smart campaigns that contain a delete lead flow action, contact Marketo Support for additional assistance. by checking the delete lead activities via API Check if the example leads' information was changed. For example, if a lead was imported with email address "john@gmail.com" then create a smart list using "Data Value Changed" filter where "previous value" was "john@gmail.com" Root Cause Leads could exist in a partition that has not been searched, the details could have changed, or the leads could have been deleted. Environment Lead Database List Import Workspaces and Partitions Smart Campaign Campaign Inspector
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Issue Interesting moments not appearing for a user in Dynamics. The interesting moments section on a Contact displays: “No Interesting Moments for [Contact Name]” Solution Checked that the user is a contact record synced with a Marketo record that has interesting moments Created a new record with interesting moments and synced to Dynamics, but the user still cannot see the interesting moments Sync is validated  No errors found for example records MSI Sync status is ‘Configured’ in [Admin > Sales Insight] Checked on a system admin users access and were able to see the interesting moments for the example records Found that the Marketo Sales Insight security role was not assigned to the affected user, but after assigning the role, clearing browser cookies and cache, logging out and logging back in, the Interesting Moments for the example records was still not appearing Perform the following update: Go to > Settings > In Marketo API configuration > Form Editor > API secret Key > Details tab > Edit > Disable the field level security Root Cause Marketo Sales Insight role was not assigned to the user and Marketo API Configuration had field-level security enabled Environment Microsoft Dynamics CRM Marketo Sales Insight Interesting Moments
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Once you have submitted a case to Marketo support, we provide a simple way of staying connected to your case and the cases submitted from your company through the Marketo Support Portal. You can access the support portal through your Marketo instance by selecting Community in the top right corner: You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password). This will not work for users with SSO.   Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history. Navigate to My Case management: From the My Cases navigation y ou can access the following case views: My Recent Cases* - Cases that you have opened in the past 30 days All Company Recent Cases* - Cases that any authorized support contact has opened in the past 30 days My Open Cases – Cases created by you that are being triaged by Support and pending Support’s response and are more than 30 days old My Closed Cases – Cases that were created by you and are now closed My Awaiting Fix Cases – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date All Company Closed Cases – Cases that were created by you or your colleagues that are now closed All Company Open Cases - All open cases submitted for the account Company Awaiting Fix Cases – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date Management Escalations - Escalations opened by you or your colleagues  Survey Cases - Surveys that are available for you to fill out after a case is closed *Cases that have been opened for more than 30 days will move from Recent cases to Open cases   To view specific case details, click a case number. From the Case Details, you can perform the following: Close your Case - Select the "My Case is Resolved" button to close your case Add Comments - Provide additional comments to support or respond to a Support question Add Attachment - Provide any screenshots or documents that will help illustrate the issue you are reporting   If your case has been closed there are two options available to you.   Reopen - You can reopen your case if you are not satisfied with the case resolution by adding a comment in the case. Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.
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Summary Estimating the external storage requirements for your Marketo Engage Database Issue I want to extract all of my data from Marketo Engage and store it. How much storage space will I need? Solution Summary There is no repeatable method to accurately estimate the amount of storage you will need to extract and store your Marketo Engage database. Standing in the way of good estimation is data availability, field selection, and storage method. Any accurate estimate will take into account the potential sizes of each type of data and their quantities (known to data scientists as "facts and dimensions"). Determining ranges for these values takes a lot of preparation and may require a high level of skill. IMPORTANT NOTE: Estimating Database size is hard so any estimate used to make business decisions should be made in cooperation with a database or application architect or other qualified professional. Scope Some information won't be extracted. Information about anonymous leads, for example, cannot be extracted. Some of the data that can be extracted may not be needed at all. Selecting the right data for your needs is the best practice as it reduces the required storage and leads to a more efficient extraction process. Field Definitions How the fields are defined in the target system will affect how big the stored data is. Depending on your storage format, padding may play a role in the size of your extracted database. As an example, the "Country" field in Marketo is a string of up to 255 characters. You could chose to store 255 characters for every country value. Or you may choose a format that uses a variable amount of space. You might also know that the longest country name is "the United Kingdom of Great Britain and Northern Ireland" meaning that 199 of those characters will always be extra so you truncate the value from Marketo storing the first 56 characters only. Each choice will have an impact on the size of your extracted database. Estimating 199 unnecessary characters per lead and making similar decisions for other fields will add up to increased storage requirements and slower extraction time. Format Once the desired data is identified, the next step is to extract, transform and load (ETL) the data from Marketo Engage into your storage system. The data returned by Marketo's API is plain old text which is usually formatted as JSON or CSV. For the information to be useful, you will transform it from JSON into the format necessary for your storage system. That format could be an Excel spreadsheet, Microsoft SQL database or a schema-agnostic database like Azure Cosmos DB. How the data is formatted and encoded will make a big difference in the amount of storage needed. Take this simple example: a Microsoft Excel spreadsheet with "Marketo Engage" in cell A1. I saved that same file in four different formats which resulted in files ranging from 1 KB to 25 KB. The format you store you information in may have a bigger impact on your final storage requirement than the data itself.   To help illustrate the impact of the storage system, take a look at this guide for Microsoft SQL Database size estimation: https://docs.microsoft.com/en-us/sql/relational-databases/databases/estimate-the-size-of-a-database  Functionalization Once you've extracted your data, what are you going to do with it? Archiving your data (simply storing it) is easiest and comes with the fewest contraints. A compressed archive (Zip file) will save dramatically on storage space at the cost of functionality and ease of use. Functionalizing your data (using it in an application) requires more: at least better speed and searchability: typically a relational database. An application will often require additional data and that will need to be accounted for too. Facts and Dimensions: Do the Math It's a lot of work to get to this stage. Once you've determined how your extracted data will be stored, you can set upper and lower bounds on the sizes for each object type extracted (lead, email, activity, etc). These are your facts. Then multiply those values by the number of each type of record. These are your dimensions. Add to that the overhead of your target storage system and its functional requirements to generate your final estimates.     Environment Marketo Engage and External Systems
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Issue Validating the Dynamics CRM integration with Marketo result in the "Sync user is assigned to the Marketo solution" error. Error:  Sync user is assigned to the Marketo solution (0x80040220) Principal user (Id=4efd6952-d750-eb11-a812-000d3ac9c58d, type=8, roleCount=3, privilegeCount=564, accessMode=1(Setup/Stub user with filtered privileges from associated roles. Consider changing user AccessMode to Full (without privilege filtering))), is missing prvReadmkt_marketoconfig privilege (Id=52aaa983-724e-460d-93e0-e9ea89bf885e) on OTC=10579 for entity 'mkt_marketoconfig'. context.Caller=4efd6952-d750-eb11-a812-000d3ac9c58d [HTTP/1.1 403 Forbidden]   Solution Ensure that the Marketo Sync User was given the correct permission in Dynamics.  Navigate to Setting > Security > Users > click on "Marketo Sync User" > scroll down to Administration > Access Mode = Read-Write Note: "Marketo Sync User" may have been given a different name in your respective Dynamics CRM.    Root Cause The error indicate that the Marketo Sync User was not given the full permission required for the sync between Dynamics and Marketo to function.  Environment Dynamics Integration  Validating Sync Setup
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Overview: GoToWebinar will be conducting scheduled maintenance on Saturday, February 20 from 06:00 AM UTC - 10:00 AM UTC and Sunday, February 21 from 02:00 AM UTC - 06:00 AM UTC. During the maintenance window, users will not be able to start or join GoToMeeting, GoToWebinar, or GoToTraining sessions.   Affected Marketo Engage Services: During the impacted timeframe, customer-facing webinars and APIs will be unavailable for Marketo Engage customers. Since APIs will be unavailable, Marketo Engage will not be able to sync, refresh, or transition records to “Registered” in GoToWebinar.   To identify and resolve these errors, you can create a smart list that filters on any program with a New Status of “Registration Error” for the necessary channels as shown below.     You can then navigate to the People tab, view the record details to see the Status Change event which failed for the record, and create a smart campaign to update the Program Status to “Registered”.   If you have additional questions or experience any issues, please contact Marketo Engage support at https://support.marketo.com, or through any of the methods listed here.
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Summary Sales Insight Email Performance Report grouped by Sales Rep exports file sorted by template rather then by sales rep.  Issue  Sales Insight Email Performance Report grouped by Sales Rep exports file sorted by template rather then by sales rep.  Subscription email displays report grouped by email template as wel  Report within the Marketo UI will show as expected Solution    The current workaround exists for the CSV exported.            1. Export the report to a CSV           2. Format Columns A (Sales Rep) and B (Email Name) to sort A to Z in order to get a view by sales rep. Root Cause This issue is scheduled to be addressed and resolved in the 2021 Q2 release Environment  Sales Insight for Salesforce This issue occurs within the subscription email that gets sent out of the report  This issue occurs when exporting the report to a CSV file
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Issue You would like to export design studio assets (images and files) in bulk.    Solution Support doesn't have an option to export design studio assets (images and files). However, there is a third-party option with the help of a Scraper Chrome extension and Excel.  Because this is a third party product, Marketo support will not be able to assist you with this. This information is provided to assist you in finding outside resources.   Here's what you'll need Google Chrome Scraper Chrome Extension - Download Microsoft Excel ***With the developer tab enabled*** - Learn how to enable the developer tab here.   Step 1 Download and install the Scraper Chrome extension Step 2 Log into marketo and go into the design studio. Click on Images and Files to display your asset library Then click on this button to open your library in it's own window.     Step 3 With the new window open, right-click in the white space to the right of your list of assets and select "Scrape similar..."   Set the selector options in the scraper tool to the following and the click the "Scrape" button. You should see a list of all your asset file names on the right side of the scraper tool. Click on "Copy to clipboard" and paste the file names into column A in your spreadsheet. **Note the scraper will only copy the file names that are visible on that page so you will have to repeat the Scrape / Copy / Paste process for every page of assets that you have.**  Step 4 After you've successfully completed Step 3, tidy up your spreadsheet to remove all the cells that don't contain a file name. Step 5 In Excel we'll use a Concatenate function to prepend your marketo URL path to all of your file names.  Example: "http://info.yourdomain.com/rs/555-ABC-777/images/" In cell B1 type =CONCATENATE("insert your url path here", A1 then press ENTER. You should now see the complete URL path and file name. Example: "http://info.yourdomain.com/rs/555-ABC-777/images/header.jpg" Select cell B1 and click the little square handle in the bottom right corner of the cell and drag it down to the bottom of your list which will apply the formula to the rest of your list. Now select / copy (Ctrl+C) everything in column B, then right-click cell A1 and choose "Paste Values". Delete all contents from column B and you should be left with all of the URLs to all of your image assets in column A.   Step 6 Create a folder on your C: drive or somewhere on your computer that you want to save all of your assets from Marketo Example: "C:MyImages" Step 7 - This is where the magic happens In the Developer tab click on Visual Basic In the Visual Basic window navigate to Insert > New Module Write the following Macro script into the Module window.  **Be sure to replace all of the highlighted areas with the path to the folder you created in Step 6. **Also be sure to change the number circled in red with the total number of URLs in your spread sheet   Click File > Save, name your file and **be sure to change "Save as type" to Excel Macro-Enabled Workbook** and close out of Visual basic. Step 8 Go back to the developer tab in your spreadsheet and click on Macros   Select the Macro that you just created and click Run. If you typed the script correctly Excel will begin to download all of the files in your spread sheet to the folder that you specified and alert you when the download is complete.    
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System Uptime and Reliability   Month Uptime January 2021 99.974% December 2020 99.988% November 2020 99.935% October 2020 99.536% September 2020 99.870% August 2020 99.947% July 2020 99.933% June 2020 98.296% May 2020 99.972% April 2020 99.943% March 2020 99.882% February 2020 99.972%     Email Deliverability Score     Trusted IPs All IPs Month Cisco SenderBase Good/Neutral/Poor ReturnPath Sender Score 0 to 100 Cisco SenderBase Good/Neutral/Poor ReturnPath Sender Score 0 to 100 January 2021 Good 98 Good 98 December 2020 Good 98 Good 98 November 2020 Good 98 Good 98 October 2020 Good 98 Good 98 September 2020 Good 98 Good 98 August 2020 Good 99 Good 98 July 2020 Good 98 Good 98 June 2020 Good 97 Good 98 May 2020 Good 98 Good 98 April 2020 Good 98 Good 98 March 2020 Good 98 Good 98 February 2020 Good 98 Good 98
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  Overview Add Leads to Static Lists Use Custom Fields Overview Lead records have two primary components – lead attributes and activity logs. Lead attributes are the fields and field values within the lead record. For example, Job Title is a lead attribute. Lead Name is a lead attribute. Activity logs record the actions Marketo or the lead themselves have taken. For example, sending an email to a lead is an activity that would show in the activity log. If the lead opens the email or visits a tracked page, those activities would show in the activity log as well.   Activities in the activity log are only retained for 25 months, or 37 if you have purchased the premium data retention option. The main way to store activity data beyond the Data Retention Policy timeframe is to use the Bulk Extract API. There are two other ways you can keep a reference of these activities after the end of the Data Retention period, and they can be referenced within the Marketo UI. This article will show you how that can be done.     Add Leads to Static Lists Static lists will retain lead membership even if the activity of adding the lead to the list has been removed. This will let you have lists dedicated to specific criteria that would otherwise be removed after the data retention time period has been passed.   For example, Smart Campaign membership history is not retained after 25 months. If you are searching for members of a Smart Campaign, but a lead first became a member of the Smart Campaign more than 25 months ago, the search results would not include that lead.   An easy way to work around that is to add your leads to a static list as part of the flow of the campaign. When creating your Smart Campaign, create a new static list with the same corresponding name (makes it easier to identify later). When building the flow of your campaign, add the "Add to List" flow step so that all leads going through the campaign will be logged on the list.         Use Custom Fields Lead attributes and their field values are not affected by the Data Retention Policy. Use Smart Campaigns to populate custom fields with values based on activities your leads take. This will allow you to filter leads by these lead attributes that are not affected by the Data Retention Policy. A side benefit to this is that it is faster to search by lead attributes than by searching through lead activity logs.   Example: This approach can work for many different activities, but let’s use form fill outs as an example.   Let’s say you want to be able to identify leads who have been very active and have filled out more than 5 forms over their lifecycle. You could use the filter “Filled Out Form” with the “Min. Number of Times” constraint set to 5. However, if one of those forms filled out occurred more than 25 months ago, the filter would only be able to access 4 form fill activities in the activity log. Therefore, the lead would not pass the filter.   Instead of using the “Filled Out Form” filter, set up a Smart Campaign to write to custom fields that show you how many forms they’ve filled out, and when the first one was. Here’s how to do it:   1. Create two new custom fields in Marketo, one Score Field, and the second a Date Field.   2. Create a new Smart Campaign   3. Add the trigger “Fills Out Form” set to “is any” to the Campaign Smart List     4. Add these two Flow Steps to the Campaign Flow: Flow Step 1 : “Change Score” Score Field Name: your score field name Change: +1   Flow Step 2 : “Change Data Value” Add Choice to Flow Step Choice 1: If “your score field name”  “is empty” Attribute “your score field name” New Value: {{system.date}} Default Choice: Do Nothing       This campaign will listen for any time a lead fills out a form, add +1 to your score field, and if it’s the very first form they’ve ever filled out, it will log the date of when it was done. If the lead has ever filled out a form in the past, there will already be a date value in the date field, so the flow choice would just skip over it and do nothing.       Results You’ll See: With the original goal of identifying leads who have filled out more than 5 forms you’ll be able to filter for leads that have filled out at least 5 forms. In addition, this campaign will let you search for leads based on when they had filled out their very first form, regardless of how long ago it was. Since it’s stored in a lead field, it’s a lead attribute that is not affected by the Data Retention Policy at all.      
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Issue Leads in a GoToWebinar event program have a "registration error" status. Solution If this is affecting all new leads registering for the webinar:  This is caused by Marketo losing connection with the GoToWebinar service.  To resolve this Go to Admin > Launchpoint. Open the GoToWebinar service. Re-enter your GoToWebinar credentials. Once this is done, you can go back to the webinar program and change the status of the affected leads from "Registration Error" to "Registered." If this is affecting only specific leads registering for the webinar:  Check the name, email, company, and job title fields for any special characters. GoToWebinar often doesn't allow special characters and will throw an error. 
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Issue Best practices for avoiding corruption in cloned assets. Solution When cloning assets you should always clone from the original asset. Say that you have email A, and you clone that original email into version B, and then clone version B into C, and clone C into D, etc.  There is potential for asset corruption when clones are cloned repeatedly. It is best to clone the original rather than making clones of clones. When creating assets, whether they are individual assets like emails or complex assets like programs, set one as the master asset and clone all copies from the master.
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Issue Why is there a difference between the Exhausted Count displayed in an Engagement Program Stream vs. a smart list using the "member of engagement program stream is exhausted" filter? Solution To account for the difference in a smart list that is displaying a different number of people that have exhausted the content in a stream, in the smart list account for the other conditions the Exhausted Count uses: Engagement Program Cadence of "normal" - this can be included as a constraint on the "Member of Engagement Program" smart list filter The members were not blocked - this can be included in the smart list by using the smart list filters: member of smart list is not blocklisted, unsubscribed = false, marketing suspended = false, email address is not empty and/or email invalid is false. Have not exceeded the communication limit at the last nurture cast - there is no specific smart list filter for this, so it will need to be manually checked in a lead's activity log. Root Cause The Exhausted Count represents the latest exhausted number after the last run/cast. It has other conditions like the nurture cadence of a member should be "Normal", and the member was not blocked or have not exceeded the communication limit at the last nurture cast. If the smart list is configured as follows, then it will display a different number as it does not account for the engagement program cadence of 'Normal' and if a member is not blocked and has not exceeded the communication limit at the last nurture cast. #1: Member of Engagement Program is any Exhausted Content is true Program is [Program Name] Stream is [Stream Name] Environment Engagement Program Exhausted Content Smart List
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  To increase the security and privacy of our customer data, Marketo Support has introduced the option for our customers to tell us whether they allow Marketo Support Staff and our authorized representatives to access their instance while troubleshooting support cases. PLEASE NOTE denying or delaying approval for Marketo Support Staff to access the instance might prevent us from fully investigating the issue raised in the support case, and can result in extended resolution times or the inability to fully resolve the reported issue.   Authorized Support Admin The Authorized Support Admin can set the remote access permissions for the entire instance by navigating to the ‘Manage Remote Access’ option in the Support Portal. This selection applies to cases raised under the entitlement by either the Authorized Support Admin or Authorized Support Users. This is a article attached image The options that are available are: All Cases: By default, Marketo Support Staff can access the instance for all cases raised under the entitlement. When a case is raised, this selection can still be changed during the case creation process. Approval Needed: By default, Marketo Support Staff are denied access to the instance for any new case raised under the entitlement. When a case is raised, this selection can still be changed during the case creation process. Never: Marketo Support Staff are denied access to the instance for any new case raised under this entitlement. This cannot be changed during the case creation process without explicit permission from the Support Admin.   This is a article attached image     Authorized Support Users Authorized Support Users can set the remote access permissions on a per case basis during the case creation process. Allowed: Marketo Support Staff can access the instance for the life of the case for troubleshooting purposes. Denied:   Marketo Support Staff are not allowed to access the instance at any time while this setting remains in place. If the Authorized Support Admin has opted to Never allow remote access, the permission on the case will be set to Denied and cannot be changed by an Authorized Support User. This is a article attached image   Getting Permission In the case where Marketo Support staff require access to an instance, and the remote access permission is denied for the case, the support engineer may request permission to be allowed access. There are two options to have access granted. Option 1: Granting Permission via the Support Portal Beginning in January 2021, the ability to allow/deny Marketo Technical Support access to your Marketo Instance can be managed on a specific case in the Case Detail page of the Support Portal. The "Remote Access Status" picklist field will display the current status of the case and can be updated. Please note that the ability to edit this field follows the same logic and rules as setting the account level permissions as detailed above. This is a article attached image Option 2: Granting Permission via Email Marketo's Support staff can send the Authorized Support Contact on the case (or the Support Admin, if the denial is at an account level) an email with a link that when clicked will update the case access level. This is a article attached image There will also be a comment on the case where this request is being made This is a article attached image If the access permission on the case is Denied, and the instance wide setting by the Authorized Support Admin is either All Cases or Approval Needed, both Authorized Support Users as well as the Authorized Support Admin can grant the engineer access for that case. If the access permission on the case is Denied, and the instance wide setting by the Authorized Support Admin is Never, only the Authorized Support Admin can grant us access for that case. After clicking the "Allow Access" link in the email received, you will be taken to a Thank You page and also another case comment will be added noting your approval for Marketo Support to access your instance for the duration of the support case. This is a article attached image This is a article attached image    
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Issue You want to set up a DKIM key on one of your domains or subdomains, but another service has a DKIM key already set up on the selector/domain combo.     Solution There are two approaches that can be taken here: The first is to get copies of the public and private key that are in use by the other service and provide that to our Support team. We will partner with our Deliverability team to work to process the request to have these keys copied into Marketo, so that both services use the same key.   The second option is to have a custom DKIM selector implemented. For example, there is already a DKIM key set up on m1._domainkey.unicorn.com. We can set up a key for m2._domainkey.unicorn.com or another custom value in place of m1. Let Support know what value you'd like to use for your custom selector and we will partner with our Deliverability team to implement the request. Afterwards, you'll be able to set up DKIM  as detailed in documentation: https://docs.marketo.com/display/public/DOCS/Set+up+a+Custom+DKIM+Signature Once the request has been submitted, please allow 3-5 business days for Marketo to process the request. Marketo's Support team will contact you when the request has been completed.
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These directions show you how to create a profile with access to Sales Insight while removing access for your other profiles.  These instructions assume you've already installed the Sales Insight AppExchange package.   Create a new profile If you have a dedicated profile for your Sales Insight users, you can skip this step.Otherwise, you should create a new one now.  Go to the Setup page and pick Administration Setup -> Manage Users -> Profiles in the menu.  Then click the New button at the top of the page:   Next, pick a profile to clone and give the new profile a name.  Click Save when you're done: Edit profile permissions Go back to your Profiles list.  For each profile, you'll need to edit it by clicking its Edit link: On the edit page, you'll need to change a few settings.  For profiles allowed access Sales Insight: In Custom App Settings check Marketo to make the Marketo app visible In Tab Settings, change the Marketo tabs to Default On In Custom Object Permissions, check Read, Create, Edit, and Delete on Marketo Sales Insight Config if the user should have access to the config settings For those that should not have access to Sales Insight: In Custom App Settings uncheck Marketo to hide the Marketo app In Tab Settings, change the Marketo tabs to Tab Hidden In Custom Object Permissions, uncheck Read, Create, Edit, and Delete on Marketo Sales Insight Config   Click Save when you're done with each one.   Changing views Next, you'll need to create a new view for your Sales Insight profile. These instructions describe how to set up the Lead page; repeat the steps to set up your Contact, Opportunity, and Account page layouts. Go to the Setup page, then pick App Setup -> Customize -> Leads -> Page Layouts and click the New button.   Clone your layout of choice and give the layout an appropriate name like Sales Insight Layout.  Click Save when you're done.   Follow the instructions in the Installation guide for configuring the lead detail page.Installing the Marketo Sales Insight AppExchange packageGo back to the Page Layouts section and click the Page Layout Assignment button.     Click Edit Assignment   Select your Sales Insight profile, then select your sales insight layout from the Page Layout to Use pulldown.Click Save when you're done.   Repeat these steps for your Contacts, Opportunities, and Accounts page layouts.   Other Changes   Here are some other places where Sales Insight items could appear.  You'll have to remove them outright since you can't use Profiles to limit access to them: Remove Sales Insight buttons from Search Layouts for Contacts, Leads, and Accounts Remove Sales Insight columns from Contact and Lead lists
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