As referenced, please find all of the necessary links below. They are listed in order as mentioned in the Welcome video. Marketo Support Portal: https://nation.marketo.com/t5/Product-Blogs/How-to-Use-the-Support-Portal/ba-p/297884 Adobe Help Center: https://helpx.adobe.com/support.html Adobe Community: https://community.adobe.com/ Marketo Engage Support: https://nation.marketo.com/t5/Support/ct-p/Support Marketo Community (you're in it!): https://nation.marketo.com/ Magento Help Center: https://support.magento.com/ Adobe Status Page: https://status.adobe.com/
Adobe Digital Learning: https://learning.adobe.com/ Adobe How-Tos: https://experienceleague.adobe.com/#quick-how-tos Adobe Developer Docs: https://www.adobe.io/ Marketo University: https://nation.marketo.com/t5/Marketo-University/ct-p/marketo-university Marketo Product Docs: https://docs.marketo.com/ Marketo Developer Docs: https://developers.marketo.com/
Requesting a Mentoring Session
Mentoring Sessions are 30 minute meetings with Marketo Support experts for a deep dive into select topics. Included in Marketo Business, Premier and Elite Support levels, these sessions are intended to help you gain deeper understanding of features, gain insight into product usage, and get advice and guidance outside the normal context of support case triage and resolution.
Marketo Premier and Elite Support levels include up to 4 Mentoring Sessions per quarter. And Business Support includes up to 1 Mentoring Session per quarter.
Note: Premier and Elite requests will differ from Business requests after clicking "Schedule a Session"
1. Click the Support Tab at the Top of the Screen.
2. Scroll down to find the Mentoring Session Box.
3. Click Schedule a Session.
For Premier or Elite Customers: (See Business instructions below)
4. Find and click on the Subject Matter you'd like to discuss with your Marketo Support expert.
5. Pick a date and time of your preference.
**Don't forget to double check the timezone you're in!**
For Business Customers:
4. Choose your Topic, Session Request Date, Session Request Time and a description of your goals and any questions that you have.
Common Topics for Mentoring Sessions
Mentoring Sessions are intended to deliver practical guidance on the effective use of Marketo including how-to advice, tips and techniques, and other relevant topics. Some common topics include:
New Release introduction and review
Feature training and adoption including product/feature demonstrations and education on how to use a new feature in context of your specific use case
Exploring best practices for campaign setup, showing how Marketo can achieve specific outcomes to help drive your business
Sanity-check of Campaign logic and multi-campaign workflow verification
Explore and discuss ‘How do I…’ questions and provide best practices advice, and hands-on guidance
Troubleshoot HTML* within context of:
Marketo Landing Pages; Wysiwyg editor
Embedding forms on non-Marketo Landing Pages
HTML issues created by the Marketo Landing Page editor
Work with third parties to resolve configuration issues, includes making use of common use cases like PPC or UTM capturing and interactions
Frequently Asked Questions
Why do I have to schedule it one week in advance?
Support engineers are very busy, and preparing for a mentoring session can take time. Sometimes there is additional research or material that needs to be created. Sometimes it just takes time to line up the schedules of the experts that are needed.
How come I can’t choose the exact time I want?
The day and time is used as a guideline for the request of the support engineers. After filing the request, the expert who is assigned your case will reach out to you in 24-48 hours to arrange the exact time and specifics. This helps us be more versatile and agile in aligning schedules.
Why is my mentoring session not being handled by my Named Support Engineer?
We want to put you in contact with the best expert on the subject of your needs. Sometimes this is your Named Support Engineer, and sometimes it is another expert on our team. But don’t worry: if your Named Support Engineer is not assigned the case, they will still be included in the meeting to maintain continuity for you and your team.
How are my mentoring sessions counted?
This number counts down every time a mentoring session or extended service is requested by any Authorized Support Contact on your team.
NOTE - Only authorized support contacts from your organization can submit support cases. To tell if you are an authorized support contact or not, access the Support Tab and select Create Case. If you are not an authorized contact, you will receive the below screen. If there is available space you can select the green button and add yourself as a support contact. If there are no open available support contact slots, the green button will not appear, and you will need to contact the support admin for your account.
1. Go to Support.
2. Click My Case Management
3. Click on +Create A Case
4. Enter a Subject to see suggested articles on the problem. Select an article to open a new tab. Select the + if you would like to see the full subject of the article first.
6. Didn't find the help you needed? Enter your information into the required fields. Click Submit.
Great! You've submitted a case. A support rep will reach out to you shortly.
Included in this article Overview Do you need to create fields in Salesforce and have them connect to specific fields in Marketo like for Lead Score or Acquisition Program? If so, this document will take you right to the instructions on how to get that done! Step by Step Directions for all Salesforce Editions Adding Custom Marketo Fields to Salesforce Video Overview Here's a video tutorial of the entire process that should make it easy to follow along: Salesforce Connector Setup Enjoy!
Want to gauge how many leads clicked through a link you have in your social media or other outlets? This can be done using URL Parameters at the end of the URLs you use. Basically, you just add a little bit of code to the end of the hyperlinked URL. When leads click through and arrive at your Landing Page, that code can be captured into a hidden Form field. Here’s how to do it.
Quick Overview of URL Parameters
In the structure of a URL, there are two main parts. The first part is used for navigation, and the second part is used to pass data along. The two parts are separated by a question mark. For example, let’s look at this URL:
The first part of the URL, “www.myawesomewebsite.com” is the main part of the URL used for navigation. The whole rest of the URL from the question mark on, “?URLParameter=ThisIsAParameter” is referred to as a querystring. It isn’t needed for navigation to the page specified, but can be used to pass the extra data you want to include.
The querystring contains the URL Parameters, which are used to push data into the hidden Form fields. In the querystring “?URLParameter=ThisIsAParameter” used here, “URLParameter” corresponds to the name of the parameter you use when designating the value for the hidden Form field, and “ThisIsAParameter” will be the value that is actually entered into that field. You can add additional values into additional other fields by adding those into the format of the URL separated by an ampersand like this:
In this example, you’ve got the same initial value being pushed into the first hidden field, but now two more hidden fields will store the next two values as well. The name of the parameter for the second hidden field would be “URLParameter2” and the value put into it would be “ThisIsValue2”. The third hidden field parameter name would be “URLParameter3” and the value put into this field would be “ThisIsValue3”.
Applying This to Social Media Use
So, how does this let you track leads coming from each of your social media sources? Well, in setting up your different promotional channels, when adding the hyperlink, you can customize the URL parameter for each channel so that the values passed will input the information specific to where they came from. The parameter values will change from one social media outlet to the next, but the structure and format will stay the same.
Let’s use the social media sources of Twitter, LinkedIn and Facebook as examples. Since you’re looking to identify the source of these leads, you’d likely want to name your parameter as “Source” so that it’s easily identifiable. Using the same base URL, let’s see how you’d structure the URLs.
For hyperlinks placed on Twitter: www.myawesomewebsite.com?Source=twitter
For hyperlinks placed on LinkedIn: www.myawesomewebsite.com?Source=linkedin For hyperlinks placed on Facebook: www.myawesomewebsite.com?Source=facebook
When leads fill out the form on your landing page, the Source field will then tell you exactly where they came from! The best part, this is completely customizable and scalable. You can add more parameters and hidden fields to capture additional information like what campaign it is for.
Documentation How to make form fields hidden: https://docs.marketo.com/display/public/DOCS/Set+a+Form+Field+as+Hidden How to define hidden form field value: https://docs.marketo.com/display/public/DOCS/Set+a+Hidden+Form+Field+Value (Look for the section on URL Parameters in particular) Using the URL builder to generate the URLs you’ll be using:
Marketo calls to the Salesforce API
During a single sync session, Marketo makes 25 API calls to check if your Salesforce objects need updating. Because your Salesforce sync happens in 5 minute intervals (default setting), each day Marketo makes 7200 API calls to your account to see if any updates are needed.
If there are updates, more API calls are used to sync the information. Leads, Contacts, Accounts, Opportunities, Campaigns, and Activities are synced in batches of 200 per API call.
If you use a Sync Lead to SFDC or Add to Campaign flow step, each one uses one API call per lead; the API call happens when the lead hits that flow step (instead of waiting for the next sync).
Any activities you've synced from Marketo to Salesforce (like "Filled Out Form" or "Opened Email") use an extra API call per event.
You can use these to estimate the number of API calls Marketo makes per day. For example, if you have 1,000 Lead and Contact updates a day and 100 Account, Opportunity, and Campaign updates, you'll use:
7200 (check for updates) + (1000 Lead updates / 200 per API call) + (1000 Contact updates / 200 per API call) + (100 Account updates / 200 per API call) + (100 Opportunity updates / 200 per API call) + (100 Campaign updates / 200 per API call) +
7200 + 5 + 5 + 1 + 1 + 1 = 7213 API calls
When you first sync your Salesforce account to Marketo, you'll use significantly more API calls until Marketo is up to date with your Salesforce instance. After that, you can expect the API calls to be much lower unless you make large updates to your leads (in Marketo or Salesforce)
API Calls and your Salesforce edition
Salesforce determines your API call limit based on the edition and licenses you have. This document from Salesforce has information on how they calculate that limit.
For many Salesforce users, particularly Enterprise Edition users, the number of API calls made by Marketo is usually not a problem.
If you're using a more limited edition of Salesforce or don't have many Salesforce licenses, you may hit the daily limit on your API calls. In that case, please contact Marketo Support and ask us to decrease your sync interval. At a 30 minute sync interval, Marketo uses around 1000 API calls per day, well under the limit for nearly every Salesforce edition.
To see your API limit (per 24 hour period) and your current usage (for past 24 hours) in SFDC, navigate to:
Setup -> Administration Setup -> Company Profile -> Company Information
Look for the field called "API Requests, Last 24 Hours", which will display API usage for the past 24-hour period as well as your current 24-hour limit (in parenthesis).
Order of Events during SFDC Sync
Marketo will sync your SFDC and Marketo objects in the following order:
Lead: synch schema Account: synch schema Contact: synch schema User: synch schema Task: synch schema Opportunity: synch schema Opportunity Contact Role: synch schema Campaign: synch schema Campaign Member: synch schema Campaign Member Status: synch schema Lead: pull conversions Account: pull deletes Account: pull updates User: pull updates Lead Queue: pull updates Lead Status: pull updates Account Type: pull updates Lead: pull deletes Contact: pull deletes Lead: pull updates Contact: pull updates Lead: push updates Contact: push updates Campaign: pull deletes Campaign Member: pull deletes Campaign Member Status: pull deletes Campaign: pull updates Campaign Member: pull updates Campaign Member Status: pull updates Opportunity: pull deletes Opportunity Contact Role: pull deletes Opportunity: pull updates Opportunity Contact Role: pull updates Event: pull updates Task: pull updates Email Template: push new Email Template: push updates Task: push new Task: push updates
NOTE: In order to manage authorized support contacts you must be set up as a SUPPORT ADMINISTRATOR on your support entitlement with Marketo.
IMPORTANT BEFORE YOU FOLLOW THE STEPS BELOW: Our system is particular about how each User needs to access the Support Portal. Simply going straight to the nation.marketo.com will not have the desired result. Each User must access the Support Portal from your instance and set up their profile first. This can be done by logging into your Marketo instance and either clicking on the Community tile or Community button in the upper right-hand corner of your instance. The user will be brought to a page where they will need to pick their Username and fill in their First & Last name and then save. Users will not show up in the list of available users to be added as Authorized Support contacts until these steps are completed. Below is an example image of the community tile each User must click:
This will bring you to the Community page (https://nation.marketo.com/), where they can complete their profile set up. This community button is also how you will reach the Support Portal to create cases if you are an Authorized Support Contact
From the Support page Support Admins will proceed to follow these steps to manage Authorized Contacts:
1. Log into the Marketo Community and click Support.
2. Click Manage Authorized Contacts to approve or disapprove authorized contacts.
3. The top of the Manage Authorized Contacts page provides information about contact totals. If the Allow Marketo Support to Add Authorized Contacts is checked, it means that the customer has granted permission to Marketo Support to add authorized contacts.
4. To authorize a contact, check the Is Authorized checkbox next to the contact's name. In order to appear on the list of available contacts, the user must have clicked Community (while logged into Marketo) at least once and created a profile.
5. To un-authorize a contact, click the Authorized checkbox next to a contact name to clear the checkmark. Click OK in the popup.
If a contact on the list is no longer an employee at your company or that person does not need to manage cases, you can remove a contact from the listing entirely, by deselecting the Authorized box, and selecting the No Longer checkbox. Click OK in the popup.
Great! You can now manage Authorized Contacts for your account.
Included in this article Highlights The MLM package in SFDC’s AppExchange is being retired. The MLM package itself doesn’t do much, but was responsible for installing 16 custom fields (16 on the Lead object and 16 on the Contact object) that sync data from Marketo to SFDC like Lead Score and Acquisition program. The configuration update will shut off the sync of data to the MLM package and these fields, so the data in those fields in SFDC will become stale and won’t update. You can keep syncing this data to SFDC but it requires creating new custom fields. When the fields are re-created, a drip process will be triggered to backfill existing data from Marketo into the new fields in SFDC. No Data Will Be Lost Marketo is the source of this data, and the data inside of Marketo will not be touched. The data in Marketo will continue to stay current as it always has. The change being made is in how it is passed into SFDC. No matter what, the data will be preserved inside of Marketo. What is the MLM Package? The MLM package doesn’t actually do a lot on its own. It has been a prerequisite that had to be installed during the Marketo > SFDC integration setup before the MSI package could be installed but it’s a pretty safe bet that hardly anyone actually uses it. It’s the fields that were installed during its installation that get the most usage. The fields that the MLM package created are frequently used by sales teams inside of SFDC. Data from the Marketo fields passes into these fields in SFDC where it can be viewed on Lead and Contact records (if you’ve added it into the page layout). Telling the Difference Between MLM and MSI in SFDC MLM and MSI are two different tabs inside of SFDC. It’s important to know which is which. The Sales Insight tab is the tab labeled “Marketo”. The MLM tab is labeled as “Marketo Lead Management” Fields Affected When the configuration change happens, no data will be synced from these 16 fields in Marketo to the 32 corresponding SFDC fields (16 on the Lead object, 16 on the Contact object). Lead Score Acquisition Program Acquisition Program Id Acquisition Date Original Search Phrase Original Source Info Original Source Type Original Referrer Original Search Engine Inferred Company Inferred Metropolitan Area Inferred Phone Area Code Inferred State Region Inferred City Inferred Postal Code Inferred Country The Changes Being Made For most customers, the only fields commonly used are Lead Score and Acquisition Program. While these fields will stop updating in the Lead detail pages, it’s important to remember that the Lead Score data will still be available through Sales Insight without any changes being made. Effects on Sales Insight MSI will have very little change made. The Stars and Flames will still function the same way, and lead scores will still update and display current information. Only one change will affect MSI, and it will have a very limited scope. Scoring Still Displays in MSI The Sales Insight Score tab on Lead records in SFDC will continue to show up to date score information. This view will not be impacted in any way. Stars and Flames Still Function the Same Way MSI’s Stars and Flames will still update with data the same way that they did before, even if you have set them up to work with custom score fields on the Marketo side. For more information about Sales Insight’s Stars and Flames, please check out the documentation here: Priority, Urgency, Relative Score, and Best Bets - Marketo Docs - Product Docs Customize Stars and Flames - Marketo Docs - Product Docs Set Score Fields to be used for Stars and Flames in Sales Insight - Marketo Docs - Product Docs The Only Change Inside of MSI There is only one small change to the MSI package. If you have "Debug Mode" enabled in Sales Insight Config (pretty rare), then inside of Sales Insight, if you mouse-over the Stars, you’ll see a label that gives the score. This functionality relied on a dependency between MSI and MLM that has been patched and removed now. As a result of that change, the score can’t be displayed in the hover-over label. Again, this score only ever appeared if you had debug mode enabled, which is very uncommon. Exceptions to MSI Patch The MSI patch wasn’t able to upgrade every version of MSI. A very small number of customers who have an older version of MSI currently can’t be updated by the patch and will need to manually upgrade their MSI installation. If your company uses Marketo Sales Insight version 1.38 or below, you will be required to manually upgrade to the newest MSI package version. Identifying Your MSI Version To check what version of MSI you’re currently using, navigate to Admin > Sales Insight, then look for the Version info in the Status box in the middle of the page. Manually Upgrading Your MSI Package If you find that you are using MSI Version 1.38, you’ll need to manually upgrade your Sales Insight package. The directions on how to upgrade MSI can be found here: Upgrade Marketo Sales Insight for Salesforce1 - Marketo Docs - Product Docs If you’d like help with this installation, please feel free to reach out to Marketo Support with the directions found here: Contact Marketo Support Effect on Fields in Lead Layout Page The change that will be noticed will be to the fields shown in the Lead detail pages in SFDC. If you have any of these fields like Lead Score added to the layout of your Lead detail page, these are the fields that will no longer update and will begin displaying stale data. If your sales teams utilize any of this data, you’ll want to recreate the fields in SFDC to pull in the updated data from Marketo. Keeping Field Data in SFDC The sync of data into these 32 fields (16 on the Lead object, 16 on the Contact object) will be shut off. If you want to keep syncing data from these fields to use it in SFDC, that can be done. You’ll need to create new custom fields in SFDC for the Marketo data to sync into, using specific API names to match up to the original Marketo fields. There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Cut Off Date The MLM package will be officially deprecated as of January 31st, 2017. The data will stop syncing to the fields created by the MLM package after this date. Backfilling Data Creating the new custom fields will kick off a drip process to backfill the data from Marketo to SFDC. That takes all existing data for these fields from Marketo and pushes it back to SFDC into the new custom fields you’ve created. There are some important details to how this process works, so here they all are! The data backfill process will only initiate if you recreate the old fields using the proper API names as specified. The backfill process goes through a separate communication “pipeline” outside of the standard sync cycle. The backfill process will push data at roughly the same rate as the “Push Updates” rate we get now in the regular sync—somewhere between 7k to 12k records per hour. The total time it takes to update all records will vary depending on sync rate in the separate “pipeline” and the number of records being updated. Once the backfill process is complete, an instance notification will be posted in the Marketo notification center. The backfill process updates the new fields in SFDC records with the data that is in the 16 Marketo fields. When this update happens, it will create a SysModStamp on the record in SFDC. Any new SysModStamp will queue the record to resync back to Marketo. If a lead record is in line waiting for the backfill process to pass updates to SFDC and that record gets resynced through the standard SFDC sync cycle before the backfill is done for that lead, that record will be taken out of the queue of records waiting for the backfill process. This is done intentionally to prevent race conditions where old data could potentially overwrite more current data. SFDC Sync Backlog Any time a large number of records are queued to resync between Marketo and SFDC, it could cause a sync backlog. A sync backlog is only a possibility, not a certainty . Most customers will not have any problems. The rollout schedule has been staggered out over time specifically to address this issue and to prevent sync backlogs. The backfill process passes data through a different channel, outside of the standard sync cycle, so it won’t cause a backlog in that process. It’s the resyncing of the records after the backfill that puts stress on the sync cycle. That standard sync cycle is where you may experience slowness if a backlog develops. The resulting resync of leads will increase volume and put a heavier load on the sync. However, whether or not it actually creates a backlog in the sync cycle depends on many factors like your existing sync volume and if you have any other large number of updates being made. If you think your sync cycle is experiencing a backlog, please reach out to Marketo Support. We can check the existing volume for both the standard sync cycle and the backfill process. Cleaning Up SFDC The MLM package and the 32 fields created by it (16 on the Lead object, 16 on the Contact object) will be orphaned and no data will continue to be synced to them, making them obsolete. Since they’ll be unusable, you may want to remove the MLM package and delete the fields. This process is optional, but can be done if you choose. Uninstalling the MLM package deletes fields, data and workflows created by the package . Any dependencies like for reports or workflows inside of SFDC that you have created based off of these fields will need to be removed manually. If these other custom dependencies exist, they’ll need to be removed before uninstalling the MLM package. For information on how to uninstall AppExchange packages from SFDC, please see their documentation here: Uninstalling a Package For detailed information on how to avoid problems elsewhere in SFDC, please see our documentation here: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Preventing Problems in SFDC Since the fields in SFDC are brand new fields that have just been created, everything in SFDC that references the original fields will need to be updated to point to the new fields instead. This includes all Workflows, Apex Triggers, AppExchange packages for 3rd party software and Reports. As soon as the new fields are recreated in SFDC, the Marketo fields are remapped to those new fields. The backfill process begins and the sync is cut off to the older existing fields, so they immediately stop updating. This results in two important things to be aware of: Everything in SFDC referencing the older original fields will be referencing old data that is no longer updating . The backfilled values entered into the newly recreated fields will be seen by SFDC as brand new values , not the existing values that they are in Marketo. This can cause your Workflows, Apex Triggers, AppExchange packages for 3rd party software and Reports to all behave differently. For full details on this, please see Changes to Marketo Salesforce Sync – Preventative Troubleshooting Where to Go for More Information Recap Summary Now that the changes have been completed, and the deprecation date has passed, this doc will give you the overview of what has happened: Changes to Marketo Salesforce Sync - Recap Summary Frequently Asked Questions Check out our FAQ for the answers to the most commonly asked questions. Changes to Marketo Salesforce Sync – Frequently Asked Questions Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions. Changes to Marketo Salesforce Sync – Questions and Discussion Overview Documentation This doc will give you a high level overview of what the configuration changes are and what to expect moving forward: Changes to Marketo Salesforce Sync - Overview Release Schedule The release is being staggered over the course of 6 months. This doc will give you exact details so you can know precisely when your Marketo instance will be updated. Changes to Marketo Salesforce Sync – Release Schedule Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Preventing Problems In Salesforce Recreating the new fields in Salesforce can cause your Workflows, Apex Triggers, Reports and AppExchange apps behave differently. They'll need to be updated and this doc will show you what to watch out for: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support
Marketo campaign queues work like a mall parking lot. We accommodate average and even above average loads. But if it's Christmas, you may have to wait a while for a spot.
The campaign execution queue
When a flow is launched, Marketo assigns it a priority then queues it for execution. This priority is based on how the campaign was launched (batch, trigger, resume from Wait) and what's in the flow:
Priority level Priority criteria High
Send email (triggered) Send alert
Request Campaign Interesting Moment Create Task Convert / Delete Lead Add to / Remove from List Change Sales Owner / Progression Status / Revenue Stage / Field in Program Change Member of / Add to / Remove from Sync to SFDC Change Status in SFDC Campaign
Change data value Change score Wait steps with a wait time > 5 minutes Web hooks
Marketo then executes campaigns based on priorities. High priority campaigns run first in the order they were added to the queue. Once those are finished, the next highest priority campaigns are executed in time order and so on down until all have completed. If the queue contains only low priority campaigns and a new high priority campaign comes in, the high priority campaign will jump to the head of the line and run next. Batch campaigns and trigger campaigns are run and processed in separate queues.
"Why is my campaign running slow?"
Several factors determine how fast and when your campaign will run. In general, campaign execution time depends on:
the number of leads in your campaign the number of flow steps in your campaign other customers' campaigns in the queue the campaign's priority
Even though Marketo can execute many campaigns simultaneously, campaign execution resources are shared among all customers on the same server. If several customers trigger high priority campaigns at the same time, lower priority campaigns in the queue will have to wait for the high priority campaigns to complete. Also, certain campaign flow steps are slow. The flow steps below take longer than most, and you may notice that difference when executing your campaigns:
Send Email Delete Lead Sync Lead to Sales Add Lead to SFDC Campaign
Speeding up your campaigns
Here are some tips to speed up how and when your campaigns are executed:
Do essential flow steps first
If this is an auto-response or notification campaign, put the Send Email or Send Alert flow step first. Absolutely do this if you're using two slow steps in a row (Send Email followed by Sync Lead to Sales) so that the email goes out with the highest priority.
Don't start with a "Wait" step
If you need to delay the launch of your batch campaign, use the batch campaign scheduler. Re-think any triggered campaigns that start with a "Wait" step because it will be prioritized lower; you probably don't need to include it anyway. If you have a wait step of longer then 5 minutes this will cause all flows below it have a low priority.
Included in this article Questions What is the architectural change Marketo is making? Today, we have two packages in the Salesforce AppExchange: The Marketo Lead Management (MLM) Package The Marketo Sales Insight (MSI) Package When installed, the MLM package auto creates a set of fields in Salesforce. Marketo populates these fields with data as a part of our regular sync. The MLM package is not currently required for syncing. However, it has been a prerequisite to install before you install the MSI package. The MLM package has reached the end of life and is going to be retired. The MSI package will no longer be dependent on the MLM package and our customers will be able to directly install the MSI package. As a result, Marketo will stop updating the fields created by the MLM package. The configuration change will begin on August 15th and will be staggered out over the next 6 months. If some or all of the fields created by the MLM package are important to your organization, you can recreate them by following the instructions here : Adding Marketo Fields to Salesforce How will the primary Salesforce integration affected? It won't be. Marketo continues to invest in and create value for customers through our strategic partnership with Salesforce.com. Because of this, we’re excited to share some news with you on our continued commitment to our partnership. Please see the documentation here for more information: Marketo Continues Best-In-Class Integration with Salesforce for Customers We never installed the MLM package. Does this change affect us? No, it does not. Do I need to uninstall the MLM package from my Salesforce instance? No. Marketo will simply not update the fields created by this package. If you prefer to uninstall the MLM package, that’s fine too. There will be no impact to the data in those fields. If I do uninstall the MLM package, should I do that before or after recreating the new fields? It's best to recreate the new fields prior to uninstalling the MLM package. What should I be aware of before making these changes? We've prepared lots of documentation (found at the bottom of the doc here) that should be reviewed prior to making the configuration changes here. Some customers may have other dependencies on the affected fields, (such as Workflows, ApexTriggers, other AppExchange packages, Formula Fields, or Reports), so these should be evaluated before making the changes. Check out our documentation here for more detailed information: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Is there any data loss? No, the fields in the MLM package consist of marketing data that will continue to exist in your Marketo instance. If you would still like to have them in Salesforce, you can create new fields, and Marketo will sync the data to Salesforce. Instructions to create these new fields are documented here: Adding Marketo Fields to Salesforce What if I do nothing? Both MSI and your sync will continue to work. However, once the sync of data is shut down on January 31st, 2017, Marketo will no longer be able to update the fields that were created by the MLM package. This can result in stale data in Salesforce, as data for these fields will continue to change in Marketo, but will not be pushed to Salesforce. Do we need to create all the fields? We only care about Lead Score. Since we are sun setting the MLM package, there is no longer an “all or nothing” proposition. You can create just the fields you want in Salesforce. Can we create a few fields now, and a few later? Yes, you can create some of the fields now, and some later when/if you need it. What happens once we create these new fields? Once you create these new fields, Marketo will automatically recognize these fields in the next sync cycle and map them to the appropriate Marketo fields. Marketo then starts a background process independent of the regular sync to update Salesforce with values from Marketo. For example: You create a new field in Salesforce for Lead Score on the lead and the contact. The API name for this field per our instructions is mkto71_Lead_Score__c In the next sync cycle, Marketo detects that this field has been created and automatically maps it to the Lead Score field in Marketo. A background process is kicked off automatically to start populating these new fields in Salesforce with the appropriate Lead Score from Marketo. Once the “backfill” is done, a notification is sent to the Notification Center letting you know that this process is complete. Think of the backfill process as an initial sync where we push data for these fields into Salesforce. How long will it take for Marketo to complete this “backfill”? It is tough to give an exact timeframe. To a large extent it depends on the number of records Marketo needs to update in Salesforce. As a rule of thumb we expect to update at roughly the rate of 10K records per hour. Will this affect my Salesforce sync backlog? The backfill process is separate from our regular sync queues and will not be affected by any backlog there may be in your instance. However, when Salesforce is updated with data during the backfill, it will change the SysModStamp of the records updated. This in turn will require our regular sync to check if any of the other fields have changed on these records. This check is done as a part of the regular sync and could have an impact on your backlog for a short period of time. For a particular field eg: Lead Score, do we need to create it both on the Lead and the Contact? While not absolutely required, it is highly recommended that for any field that you need, it is created on both the Lead and the Contact. Don’t forget to setup the conversion mapping in Salesforce too. Is there any change to MSI? Your MSI package has already been patched to remove the dependencies it has on the MLM package. This will allow you to uninstall the MLM package if you want to. Additionally, if you currently use the “Debug Mode” setting in Sales Insight Config (very rare), the mouse over on Stars in the Best Bets sections will no longer show the Lead Score. I have some other questions not covered here. How do I get them answered? Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions: Changes to Marketo Salesforce Sync – Questions and Discussion Recap Summary Now that the changes have been completed, and the deprecation date has passed, this doc will give you the overview of what has happened: Changes to Marketo Salesforce Sync - Recap Summary Overview Documentation This doc will give you a high level overview of what the configuration changes are and what to expect moving forward: Changes to Marketo Salesforce Sync - Overview Release Schedule The release is being staggered over the course of 6 months. This doc will give you exact details so you can know precisely when your Marketo instance will be updated: Changes to Marketo Salesforce Sync – Release Schedule Under the Hood Documentation This doc will give you all of the nitty gritty details of exactly what is happening. If you're looking for in depth technical details, this is the go-to doc to check out! Changes to Marketo Salesforce Sync – Under The Hood Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Preventing Problems In Salesforce Recreating the new fields in Salesforce can cause your Workflows, Apex Triggers, Reports and AppExchange apps behave differently. They'll need to be updated and this doc will show you what to watch out for: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support
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Using Programs Channels, Statuses, and Tags
Manage your marketing initiatives with Marketo program channels, statuses, success, and tags.
Mondays 1:00pm ET | 10:00am PT
Configuring Marketo: Basic Set Up
Get Marketo configured for individual users, deliverability, and web activity tracking.
Tuesdays 1:00pm ET | 10:00am PT
Understanding the Marketo and Salesforce.com Integration
Gain insight into how Marketo and Salesforce.com work together.
Wednesdays 1:00pm ET | 10:00am PT
Organizing your Marketo Instance
Create efficiencies through folder organization and program and asset naming conventions.
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In offering a premium email delivery platform to our customers we carefully monitor our IPs for listings on significant blacklists . When we find that one of our customers was responsible for a blacklisting we contact that customer and request some actions be taken to re-mediate the issue. The goal is to isolate potential spamtrap addresses and remove them. The group of addresses you select should be broad enough to capture those potentially bad addresses but small enough not to suppress a huge portion of your database. Step 1 Build an inactive Smart List using ALL filters W as sent email the day of and day before the spam trap hit (please contact firstname.lastname@example.org for the date of the trap hit if you do not have this information already.) Lead “was created” date is at least 6 months ago Inactivity Filters Not visited web page is “any”; constraint date of activity “in past 3 months” Not filled out form is “any”, constraint date of activity “in past 6 months” Not clicked link in email is “any”, constraint date of activity “in past 6 months” Not opened email is “any”, constraint date of activity “in past 6 months” If you have custom database fields that would show other forms of activity feel free to add this into your inactive Smart List to exclude active leads. Step 2 Once you have created a smart list to identify these suspect leads remove them from your database. [Leads Tab > Lead Actions > Flow Actions] You’re Done!
A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop in inbox delivery rates or overall delivery rates if the IPs or domains involved with sending email are listed on a blocklist.
Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When we are alerted to a listing we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved.
There are thousands of blocklists out there most will not have a significant impact on your delivery rates. Below we have compiled a list of the blpcklists that our customers most commonly encounter.
Tier 1 Blocklist
Impact: Spamhaus is the only blocklist that we categorize as a tier 1 for a reason: it has by far the greatest impact on delivery of all of the blocklists. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions.
How it works: Unlike many blocklists, Spamhaus lists senders manually. This means that they are proactively watching sender activity, collecting data, and basing the listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well.
Next steps: Our team monitors closely for Spamhaus listings. When we see a listing we immediately alert the customer and contact Spamhaus to start the remediation process. Listings last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem.
Tier 2 Blocklists
Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions but it makes it to the Tier 2 list because it can have a significant impact on B2B email campaigns.
How it works: SpamCop lists IPs for one of two reasons:
Either the email hit SpamCop spam trap addresses OR
A SpamCop user has reported the email unwanted.
Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer.
Next steps: SpamCop is a dynamic blocklist, listings typically resolve themselves within one business day. There is no action you will need to take to action the delisting with SpamCop, the Privacy Team researches every SpamCop listing and will request delistings when an alert is received that an IP is listed. If your email activity triggered a SpamCop listing it likely means that you have a list management problem that should be addressed.
Impact: Manitu is a German blocklist and has a wide footprint in Europe. Email senders with European audiences tend to encounter this blocklist most frequently. Manitu is not used by North American ISPs to inform blocklist decisions but if you’re sending to Europe a listing could be problematic.
How it works: Listings are automatically activated when a sender mails to a Manitu owned spam trap address.
Next steps: The Privacy Team researches and requests delisting when an alert is received that a Marketo IP is listed. By working with this blocklist the Privacy Team is usually able to identify the customer and let them know that email activity from their subscription triggered a listing. Because Manitu operates solely on the use of spam trap addresses, getting listed by Manitu is a clear indication that senders need to audit their mailing lists.
Tier 3 Blocklists
Impact: The impact of a listing at SORBS is very minimal.
How it works: SORBS uses several methods to identify potential spammers. Most of their lists use spam traps to identify problematic senders. But SORBS will also list a sender based on their own user complaints, if SORBS administrators have received spam from the sender, or if they identify other high-level sending behavior patterns characteristic of spammers.
Next steps: The Privacy Team monitors SORBS activity and makes delisting requests for Marketo IPs as necessary. Oftentimes, SORBS will refuse to delist within a certain timeframe based on the severity of the issue. Sometimes this can be up to several weeks.
Impact: The impact of a listing at UCEPROTECT is very minimal, though the blocklist has a greater footprint in Europe. The organization does not have a good reputation in the industry because they charge senders to request delisting.
How it works: UCEPROTECT lists IPs that send mail to their spam trap addresses.
Next steps: We ignore these listings because the only way to have them removed is to pay. The pay-to-delist model is not well respected in the email industry so UCEPROTECT has a very limited reach.
Some ISPs have their own blocklists that they use to inform blocking decisions. A few examples are Comcast and Verizon. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for this type of ISP specific blocklisting and the the Privacy Team works to resolve these as soon as possible. Usually blocks at Comcast and Verizon are resolved within less than 24 hours of a delisting request.
Blocklist Deep Dive
Abuse Report Deep Dive
What is a spamtrap, or spam trap, and why does it matter?
Blocklist resolution flowchart
Successful lead reconfirmation
What is a blocklist?
Note: This document applies to the Marketo Secured Domains for Tracking Links product only.
Every link you include in your Marketo emails will have tracking code automatically appended when sent. For those in highly regulated industries, your company may require that you securely encrypt the Marketo tracking links. Remember that Marketo takes the URLs you place inside of emails and shortens them using the "Branded Tracking Link" domain (this is another CNAME you set up in Marketo under Admin--> Email). These tracking links are how Marketo enables you to track engagement with your emails.
Setting Up Secured Domains for Tracking Links instructions - Setting Up Secured Domains for Tracking Links
Do I need to secure my Tracking Links?
If your company (likely IT) has implemented HSTS, you WILL need to secure your tracking links for your recipients' email->web page redirect to function correctly. Additional information on HSTS, including how to check if it's been implemented on your domain can be found here: SSL: The HSTS Policy and Your Marketo Subdomains.
HSTS is a web server directive companies may choose to enforce which forces all subsequent requests for resources on that domain to be loaded through HTTPS. This is most common for those in highly regulated industries, such as financial and healthcare institutions. Please note, enforcing HSTS does not also convert Marketo tracking links in emails to HTTPS - that must be done via Marketo Support.
Other Helpful FAQs
What is Marketo Secured Domains for Tracking Links?
This secures the tracking link domains (which is what makes the URLs appear as HTTPS instead of HTTP) by providing the SSL certificate for each unique domain. Please note tracking links are NOT the same as your SPF/DKIM domain, which is the domain from which your emails are sent., whereas this is the domain located within your emails that tracks click-throughs.
How many domains can I secure with the Secured Domains for Tracking Links?
Technically, there is no limit to the number of tracking link domains a customer may have. The base Secured Domains offering included on all subscriptions covers the cost to secure your first tracking link domain; however, if you need more, you may simply add additional domains to your contract a la carte, so you only pay for what you need (in contrast to the previous bundled offering). Contact your Marketo Customer Success Manager for more information.
How is the Secured Domains for Tracking Links product different than the Secured Page Services, SSL for Tracking Links service?
Unlike the legacy SSL-only service, Secured Domains not only generates and auto-renews all certificates needed for securing your domains, but provides an exponential layer to what 'secured' entails - it's not just an SSL certificate anymore. For a full explanation of Marketo's Secured Domains offering, and how it differs from just the SSL certificate, please see this Nation Post or check out this Marketo Blog Post about cyber-security and marketing.
What setup/configuration is required before securing my Marketo Tracking Links?
You must configure (brand) your CNAMES for Email Tracking links. More information here: Brand Your Tracking Links
Can I secure my tracking links without securing my Marketo landing pages?
Technically? Sure. But while secured tracking links have yet to be enforced by email clients, secured landing pages have been enforced by browsers since 2018, which is why we include both in our base bundle. The general public is far more likely to not stick around or enter personal data on an unsecured landing page than they are to not click an unsecured tracking link.
Do I need to provide a TLS/SSL Certificate?
No. Secured Domains moves 100% of the SSL ownership to Marketo - all aspects of procuring, managing and renewing certificates is done automatically without human interaction. In fact, we only allow customer-provided certificates on an exception-only basis, OR if you require an Extended Validation (EV) type certificate.
What Certificate Authority issues the certificate(s) for the Marketo’s Secured Domains for Landing Pages product?
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?
As part of our Secured Domains products, each of your fully qualified domain names will get its own certificate. That means you will not be on a shared certificate with other companies.
Can I provide my own SSL certificate(s) to secure my domains?
Not unless it's an Extended Validation (EV) type certificate. Marketo can only automatically renew the certificates we generate to secure your domains.
Syntax Recommendations Common Look Up mechanisms a: mx: include: ip4: ip6: exists: ptr: all Common Modifiers redirect= exp= An A Record must ALWAYS contain IP address (map host to IP) CNAME (Alias) must contain hostnames. No IPs here NS an MX records must contain host names. No IPs allowed. MX records (for mail servers) should contain hostnames NOT IPs. Too Many Mechanisms Section 10.1, "Processing Limits" of the SPF RFC 4408 specifies the following in regards to DNS lookups: SPF implementations MUST limit the number of mechanisms and modifiers that do DNS lookups to at most 10 per SPF check, including any lookups caused by the use of the "include" mechanism or the "redirect" modifier. If this number is exceeded during a check, a PermError MUST be returned. The "include", "a", "mx", "ptr", and "exists" mechanisms as well as the "redirect" modifier do count against this limit. The "all", "ip4", and "ip6" mechanisms do not require DNS lookups and therefore do not count against this limit. The "exp" modifier does not count against this limit because the DNS lookup to fetch the explanation string occurs after the SPF record has been evaluated. This limit is in place to prevent SPF lookups from being a useful avenue for Denial of Service attacks. Using an example SPF record as an example to illustrate, this record was breaking with 12 look-ups: example.com text = "v=spf1 include:_spf-a.example.com include:_spf-b. example .com include:_spf-c. example .com include:_spf-ssg-a. example .com include:spf-a.another example .com ip4:188.8.131.52 ip4:184.108.40.206 ip4:220.127.116.11 ip4:18.104.22.168 ip4:22.214.171.124 ~all" [ 5 mechanisms] _spf-a.example.com text = "v=spf1 ip4:126.96.36.199 ip4:188.8.131.52 ip4:184.108.40.206 ip4:220.127.116.11 ip4:18.104.22.168 ip4:22.214.171.124 ip4:126.96.36.199 ip4:188.8.131.52 ip4:184.108.40.206 a:mh. example .m0.net ~all" [ +1 = 6 mechanisms] mh.example.m0.net a = 220.127.116.11 _spf-b.example.com text = "v=spf1 include:spf.messaging.example.com ip4:18.104.22.168 ip4:22.214.171.124 ip4:126.96.36.199 ip4:188.8.131.52 ip4:184.108.40.206 ip4:220.127.116.11 ip4:18.104.22.168 ip4:22.214.171.124 ip4:126.96.36.199 ip4:188.8.131.52 ip4:184.108.40.206 ~all" [+1 = 7 mechanisms] spf.messaging.example.com text = "v=spf1 include:spfa.another example .com include:spfb.anotherexaple.com include:spfc.anotherexample.com -all" [+3 = 10 mechanisms] spfa.anotherexample.com text = "v=spf1 ip4:220.127.116.11/26 ip4:18.104.22.168/24 ip4:22.214.171.124/23 ip4:126.96.36.199/24 ip4:188.8.131.52/24 ip4:184.108.40.206/25 ip4:220.127.116.11/25 ip4:18.104.22.168/24 ip4:22.214.171.124/25 ip4:126.96.36.199/24 ip4:188.8.131.52/24 ip4:184.108.40.206/23 -all" [+0 = 10 mechanisms] spfb.anotherexample.com text = "v=spf1 ip4:220.127.116.11/26 ip4:18.104.22.168/24 ip4:22.214.171.124/26 ip4:126.96.36.199/23 ip4:188.8.131.52/26 ip4:184.108.40.206/27 ip4:220.127.116.11/24 ip4:18.104.22.168/24 ip4:22.214.171.124/26 ip4:126.96.36.199/16 ip4:188.8.131.52/24 ip4:184.108.40.206/24 -all" [+0 = 10 mechanisms] spfc.anotherexample.com text = "v=spf1 ip4:220.127.116.11/26 ip6:2a01:111:f400:7c00::/54 ip6:2a01:111:f400:fc00::/54 ip4:18.104.22.168/26 ip4:22.214.171.124/27 ip4:126.96.36.199/27 ip4:188.8.131.52/27 ip4:184.108.40.206/24 ip4:220.127.116.11/24 ip4:18.104.22.168/23 ip4:22.214.171.124/22 -all" [ +0 = 10 mechanisms] _spf-c.example.com text = "v=spf1 ip4:126.96.36.199 ip4:188.8.131.52 ip4:184.108.40.206 ip4:220.127.116.11 ip4:18.104.22.168 ip4:22.214.171.124 ip4:126.96.36.199 ip4:188.8.131.52 ip4:184.108.40.206 ip4:220.127.116.11 ip4:18.104.22.168 ip4:22.214.171.124 ip4:126.96.36.199 ~all" [+0 = 10 mechanisms] _spf-ssg-a.example.com text = "v=spf1 include:_spf-ssg-b.example.com include:_spf-ssg-c. example .com ~all" [+2 = 12 mechanisms] _spf-ssg-b.example.com text = "v=spf1 ip4:188.8.131.52/30 ip4:184.108.40.206/26 ip4:220.127.116.11/27 ip4:18.104.22.168/27 ip4:22.214.171.124/26 ip4:126.96.36.199/26 ip4:188.8.131.52/29 ip4:184.108.40.206/27 ip4:220.127.116.11/27 ip4:18.104.22.168/28 ~all" [+0 = 12 mechanisms] _spf-ssg-c.example.com text = "v=spf1 ip4:22.214.171.124/29 ip4:126.96.36.199/28 ip4:188.8.131.52/26 ip4:184.108.40.206/27 ip4:220.127.116.11/27 ip4:18.104.22.168/31 ip4:22.214.171.124/27 ip4:126.96.36.199/27 ip4:188.8.131.52/26 ip4:184.108.40.206 ~all" [+0 = 12 mechanisms] spf-a.secondexample.com text = "v=spf1 ip4:220.127.116.11/26 ip4:18.104.22.168/26 ip4:22.214.171.124/25 ip4:126.96.36.199/24 ip4:188.8.131.52/26 ip4:184.108.40.206/26 ip4:220.127.116.11/24 ip4:18.104.22.168/25 ip4:22.214.171.124/24 ip4:126.96.36.199/24 ip4:188.8.131.52/24 ip4:184.108.40.206/24 ~all" [+0 = 12 mechanisms] Character String Too Long 255 character limitation in a single string https://kb.isc.org/article/AA-00356/0/Can-I-have-a-TXT-or-SPF-record-longer-than-255-characters.html http://www.string-functions.com/length.aspx You may have more than 255 characters of data in a TXT or SPF record, but not more than 255 characters in a single string. If you attempt to create an SPF or TXT record with a long string (>255 characters) in it, BIND will give an error (e.g. "invalid rdata format: ran out of space".) Strings in SPF and TXT records should be no longer than 255 characters. However to get around this limitation, per RFC 4408 a TXT or SPF record is allowed to contain multiple strings, which should be concatenated together by the reading application. In the case of use for SPF (using either TXT or SPF RRs) the strings are concatenated together without spaces as described below. Reassembly by other applications of multiple strings stored in TXT records might work differently. 3.1.3. Multiple Strings in a Single DNS record As defined in [RFC1035] sections 3.3.14 and 3.3, a single text DNS record (either TXT or SPF RR types) can be composed of more than one string. If a published record contains multiple strings, then the record MUST be treated as if those strings are concatenated together without adding spaces. For example: IN TXT "v=spf1 .... first" "second string..." MUST be treated as equivalent to IN TXT "v=spf1 .... firstsecond string..." SPF or TXT records containing multiple strings are useful in constructing records that would exceed the 255-byte maximum length of a string within a single TXT or SPF RR record. EXAMPLE text = "v=spf1 ip4:220.127.116.11/22 ip4:18.104.22.168/24 ip4:22.214.171.124/24 ip4:126.96.36.199/24 ip4:188.8.131.52/24 ip4:184.108.40.206/26 ip4:220.127.116.11/32 ip4:18.104.22.168/22 ~all“ text = "v=spf1 ip4:22.214.171.124/22“ " ip4:126.96.36.199/24 ip4:188.8.131.52/24 ip4:184.108.40.206/24" " ip4:220.127.116.11/24 ip4:18.104.22.168/26" " ip4:22.214.171.124/32 ip4:126.96.36.199/22 ~all" Null Records in the SPF Record A record that is NULL or that does not exist will break an SPF record. Syntax within the record is very important, if there are extra spaces between mechanisms it will count as NULL. EXAMPLE text = "v=spf1 ip4:188.8.131.52/22 “ <- accurate text = "v=spf1 ip4: 184.108.40.206/22 “ <- NULL (NOTE the space between IP4: and the IP) Repetitive Records in the SPF Record - Void Lookups If there are too many repetitive mechanisms in the SPF record, including records that cascade (for example when using "include:") the record will break. There is a MAX of 2 void look ups in an SPF record. More than that and the record will break. This prevents SPF records from being used in Denial of Service style attacks. Validation Tools SPF checker, syntax validator and SPF tester http://www.kitterman.com/spf/validate.html SPF checker http://vamsoft.com/support/tools/spf-policy-tester SPF validator http://vamsoft.com/support/tools/spf-syntax-validator CIDR Calculator http://www.subnet-calculator.com/cidr.php Nslookup http://network-tools.com/nslook/ SPF creation wizard http://www.microsoft.com/mscorp/safety/content/technologies/senderid/wizard/ Common SPF errors http://www.openspf.org/FAQ/Common_mistakes SPF syntax definitions http://www.openspf.org/SPF_Record_Syntax
When a new lead enters Marketo from a form fillout or List Import, Marketo automatically searches for a lead with the same email address. If that lead exists, the existing lead is updated instead of creating a duplicate.
However, Marketo does not automatically de-duplicate leads who are already in your database. This is especially a problem for new customers who often have many duplicate leads in their database.
Also, if you add a new lead directly into Salesforce ( through the Salesforce import process or web-to-lead forms) Salesforce will create a duplicate lead that gets synced into Marketo. When this happens, you can use Marketo to find and fix those duplicates.
How Marketo handles duplicates
The primary consequence of duplicates is that one lead record could have the most relevant information about that lead while your sales rep is looking at the incomplete duplicate.
For example, say that you have a duplicate lead in your database and that lead fills out a form on your website. Marketo generally updates the lead record that was most recently updated.
In another case, say you run a campaign to email your lead database and two duplicates are included in your campaign run. Marketo automatically detects the duplicate email address and ensures that only one email is sent to that lead. That email send and subsequent activity will be attributed to the most recently updated lead.
When you merge leads, their entire history is combined, and you can control which fields are kept in the final lead. You won't lose any information or tracking.
Most customers have many duplicates when they start with Marketo. After initially de-duplicating your database, the work to keep your database de-duplicated is usually very small. You should work to stop the sources of duplicate leads and make Marketo your single point of entry for all new leads.
Go to the Lead Database section of the app. Then click on the Possible Duplicates list in the tree.
Click the grid header that says Email . You can sort by email address to see the duplicates next to each other.
Selecting multiple leads
Select two leads that have matching email addresses. You can do this by holding the "control" key down while clicking on the two different leads. (You can merge more than two at a time, but start with two.)
Tip: Sometimes clicking too fast will make the grid select incorrectly. Clicking a little slower usually helps.
When you have two rows selected or highlighted, click the Merge Leads button in the toolbar.
The Merge Dialog
A dialog will appear showing you all the fields that differ between the two leads. You need to pick which values to keep in the merged lead. Not every field is displayed -- just the ones that you need determine appear.
By default, the values from the most recently updated lead will be selected (with a check and highlighed yellow). To pick a different value for the merged lead, click the checkbox next to that value.
If you want to enter your own values for the merged lead, click the Custom field for that row then type in your own value:
When you're done, click Merge . The winning values will be kept in the merged lead; the other values will be discarded.
Important : Clicking merge will instruct Salesforce to merge the records properly. All Salesforce and Marketo activities are merged into the remaining lead. Nothing is lost. Campaign History is also kept.
Duplicate pattern matching
You will notice that the Possible Duplicates list has a Smart List tab. Click on the Smart List and you will see it's using the "Possible Duplicates" filter on the "Email Address" field.
You can change this filter to search other fields for duplicates. Click the little green plus in the definition.
Note : You should use only one Duplicate Fields filter in your Smart Lists. If you want to check multiple fields, always use the green plus button to add multiple fields; don't drag in a second filter.
When you change the Duplicate Fields filter, you should sort the Leads grid by the column you're checking to put the duplicates next to each other.
Marketo offers a service for mass-merging of duplicates. Please contact your Customer Success Manager to inquire about this service.
What happens when I merge two leads in Salesforce?
When you merge leads or contacts in Salesforce, Marketo will also merge the matching leads in your lead database. See this article to learn more about how that works: https://docs.marketo.com/display/public/DOCS/Find+and+Merge+Duplicate+People#FindandMergeDuplicatePeople-EffectinSalesforce
Issue Description You have a lead that is marked as Email Suspended and you are not sure whether they can receive Marketo emails or not. Issue Resolution When emails bounce as spam, the lead that bounced is set to "Email Suspended." "Email Suspended" is a historical field. A more accurate name for this field would probably be "This email was suspended at some point in its history." The actual suspension only lasts 24 hours. To see if the lead is currently suspended, check the timestamp on the 'Email Suspended' field. If it is more than 24 hours ago, the lead is not currently suspended and can receive email from your Marketo instance. However, the "Email Suspended" flag will remain on the lead record for the purposes of future troubleshooting. It is not possible to set "Email Suspended" to "false" once it has been set to "true." The "Email Suspended Cause" field will provide the bounce message associated with the most recent spam bounce. Is this article helpful ? YesNo
Setting an email to "operational" does the following
No unsubscribe link automatically added Email will be sent to leads set to Unsubscribed Email will be sent to leads set to Marketing Suspended
Note - when sending an operational message, Unsubscribed and Marketing Suspended leads will still be included in the "blocked from email" count on the schedule tab of the campaign.
When is it OK to use the operational setting?
Sending marketing email to unsubscribed addresses is illegal. For this reason, you should be extremely careful to only use this setting in extremely limited circumstances. Using this setting incorrectly violates Marketo's Terms of Service, and most antispam laws.
There may be legal consequences for using this setting incorrectly.
Good uses of the operational setting fall into two categories:
Transactional messages Relationship messages
What's a transactional message?
A transactional message is part of a transaction that a lead has initiated and you are responding to.
Here's some examples of transactional messages:
Receipts for purchases Registration confirmations Download links in response to form fill-outs Requested assets (whitepapers, spec sheets, etc.)
What's a relationship message?
A relationship message describes something that affects your business relationship with the lead.
Here's some examples of relationship messages:
Downtime notifications Changes to terms of service Recall notices End of service notifications
Operational messages should not contain any marketing content at all. In other words, do not use the operational setting to send a message that contains a receipt and a promotion, only a receipt.
The Marketo Privacy Team often recommends that our customers send a reconfirmation message to a set of their inactive leads. This process is used as both a proactive strategy to ensure good delivery rates and as a response to blacklisting issues. For more information on this overall strategy search our Resource Articles for Blacklist Remediation. At its most basic a reconfirmation message request a lead takes an action to stay on your mailing list. If they don't take that action they will be automatically removed from the mailing list. These types of messages don't usually get a high response rate because you are sending the reconfirmation message to people who have already shown to be disengaged from your marketing. However there are instances where some reconfirmation messages get a more enthusiastic response than others so we've put together some tips for making the most out of reconfirmation. Instead of marketing your company itself think of it as though you are marketing ENGAGEMENT with your company. While these ideas are similar, they aren’t quite the same. You want to frame this message with a sense of urgency to click a link. You also want to make it as easy as possible for someone to open the message and just click a link so they continue to stay engaged with your marketing.
We recommend that you frame the subject line very clearly with something about “not missing out” or “staying informed”. The subject should create a compelling and specific call to action. Some senders use an offer in the reconfirmation message to encourage action. Highlight this in the subject line if this is your approach.
We’ve Missed You! Take Action continue receiving our offers! Last Opportunity to Stay Informed (Action Required) Free shipping plus save 15% on next purchase
While you can use any From Address, we recommend that your From: label clearly identifies your company rather than using a lead owner name. A disengaged recipient is more likely to recognize “Your Company” than “Bob Smith”.
In the body of the message your call to action should be immediate and clear. Put the reconfirmation at the top of the message content. Some usability studies have suggested that two choices may be more successful than a single choice so consider a bolder reconfirmation link at the top and a smaller link or button lower to unsubscribe. The main priority is getting someone to stick around for more of your mailings. You may also wish to make a short value statement about the fantastic information that someone can expect to receive by staying on your list! There are a couple of reasons for these recommendations. The first has to do with making things easy for the blacklist operator. If during the resolution process they can look at the mail received by their spamtraps and immediately tell from the subject line that the message is a reconfirmation pass it will make it much easier for them to consider the data quality issue resolved because their spamtraps will not activate the reconfirmation link. Some of the less automated blacklists will not list a sender for a reconfirmation message that hits their traps so it's important that your cleanup action look like what it is. The second reason behind this advice is that many people just scan their messages and don’t read all the way to the bottom; if someone has to read through a long value proposition before realizing that they must click a link to continue to be subscribed to your email program you may lose more subscribers than intended. The faster and easier it is to click that link the more people you’ll retain! A lot of people scan over marketing offers and think about them for a while before taking an action. You want to interrupt that process and make it clear that action is required now whether or not they’re ready to make a purchase!
Examples of simple reconfirmation email templates
More examples can be found in this other Community Resource “A Creative Re-Engagement Email Campaign”
Subject Line: Action Required to stay subscribed to COMPANY
You previously expressed interest in receiving valuable information and/or offers from COMPANY that are specific to your field. We’d like your permission to continue sending you relevant information via email so that you can stay up-to-date on the latest industry trends/topics of interest.
Please click “YES” below to continue receiving research and trends in your area of interest. COMPANY subscribers receive exclusive benefits, including the latest research briefs, white papers and/or compelling offers or discounts for future purchases.
Please update your Ccommunication Preference by [DATE/TIME] or this could be your last chance to receive any future research. It only takes a moment to click one of the choices below.
YES, I would like to stay subscribed to the valuable information from COMPANY.
NO, I no longer wish to receive valuable and insightful offers from COMPANY.
Subject Line: Your Subscription to COMPANY Industry Newsletter Expires Soon
Our records show that you expressed interest in receiving industry information from COMPANY on [INSERT DATE]. Records indicate you have not read an email in [variable time frame], we do not want to bother you with emails you do no wish to receive so we want to confirm that you would like to remain subscribed to the COMPANY email program.
If you wish to be removed, you don’t have to do anything further. However, if you do want to continue receiving email from COMPANY, please click the link to let us know:
YES, I would like to stay informed and continue receiving email from COMPANY.
Subject Line: Your Subscription to COMPANY Has Expired
Thank you for your previous interest in receiving valuable content from COMPANY. Your subscription has now expired and you will no longer receive any future emails.
If in the future you would like to continue to receive email from COMPANY please click the link to sign up:
YES, I would like to receive email from COMPANY.
Marketo Community Resource “A Creative Re-Engagement Email Campaign” http://www.spamhaus.org/whitepapers/permissionpass/ http://blog.deliverability.com/2013/07/do-you-know-whats-lurking-in-your-database-know-thy-data.html http://blog.marketo.com/2010/05/key-to-email-deliverability-is-reputation.html http://www.marketo.com/email-deliverability/
Included in this article Overview Marketo's Live Chat offers a great way to get the help you need. Chat live with Marketo experts and we’ll answer your questions, point you to detailed support resources, or open a support case. Our Live Chat Support feature is a convenient way to connect with us. Live Chat Availability Marketo Live Chat is available around the clock during the week on a 24x5 schedule , excluding regional holidays . Access to Live Chat depends on your support level as shown below: Online Business Premier Elite Support Portal X X X X Live Chat X X X X Phone X X X Starting a Live Chat Session Your Authorized Support Contacts can start a Live Chat session by visiting the Support Portal at support.marketo.com. Locate and click the Live Chat link or button to initiate a chat session. If you do not see this panel in the Support Portal, you may not be an Authorized Support Contact. Please contact your Marketo admin to manage your authorized contacts. Where to Locate the Live Chat Button The live chat option will appear on the Support page in the Community and will also show up in the Case Connector when logging a case online. Support Additional Questions Have additional questions about Live Chat or other support features? Please feel free to contact us at email@example.com firstname.lastname@example.org Want to upgrade your Service level? Please contact your Marketo Account Manager.
How does this impact Marketo?
How does Munchkin operate?
On a person’s first visit to a page on your domain, a new anonymous person record is created in Marketo. The primary key for this record is the Munchkin cookie (_mkto_trk) which is created in the user’s browser. All subsequent web activity on that browser is recorded against this anonymous record. In order to be associated with a known record in Marketo, one of the following methods should be used:
The person may visit a Munchkin-tracked page with a mkt_tok parameter in the query string from a tracked Marketo email link.
The person may fill out a Marketo Form.
REST Associate Lead call must be sent.
Once one of these actions is completed, the cookie and all its associated web activity will be associated with the known record.
How is Marketo planning to address ITP concerns?
Do I need to do anything to take advantage of these updates?
In order to leverage the new behavior and take advantage of the greater expiry period and tracking capabilities, ensure that you have configured the following:
A Landing Page CNAME
Secured Landing Pages (i.e. HTTPS)
For external pages, you must have configured a Landing Page Domain or Domain Alias with a Top-Level Domain (TLD) matching the external domains which you wish to track
For example, if you have pages on the domain www.example.com which are tracked, you must have configured an LP Domain or Alias which is a subdomain of example.com, like munchkin.example.com
What happens if I do nothing?
Munchkin’s ability to track users across sessions on the same domain will remain limited by ITP to either 1 or 7 days based on the browser and browser version used by the visitor. As of this posting, this only affects visitors using the Safari browser, although Chrome & Firefox may follow suit with their own versions.
When will the solution be launched?
These changes will begin as a staggered roll-out to customers who have opted into the Munchkin Beta channel in conjunction with the January 2020 Marketo release. Once the solution has been released to all beta customers, the roll-out to our entire customer base will begin in mid-to-late February. All customers should expect to have the solution by end of March 2020.
Google Chrome Update (Feb. 2020):
Google recently announced that the Chrome browser will block all third-party cookies within two years; however, s ince Marketo uses 1st party cookies, this update regarding 3rd party cookies will NOT affect your Marketo tracking efforts. For further context about 3rd party cookies in general, and the industry shift away from using them, please see the following article for Adobe's stance across the Experience Cloud Solutions: