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System Uptime and Reliability   Month Uptime November 2021 99.966% October 2021 99.988% September 2021 99.929% August 2021 99.996% July 2021 99.999% June 2021 99.866% May 2021 99.932% April 2021 99.962% March 2021 99.900% February 2021 99.980% January 2021 99.974% December 2020 99.988%     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 November 2021 Good 99 Good 98 October 2021 Good 99 Good 98 September 2021 Good 99 Good 98 August 2021 Good 99 Good 98 July 2021 Good 98 Good 98 June 2021 Good 99 Good 98 May 2021 Good 98 Good 97 April 2021 Good 98 Good 96 March 2021 Good 96 Good 97 February 2021 Good 99 Good 98 January 2021 Good 98 Good 98 December 2020 Good 98 Good 98
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Issue Your Salesforce sync cycle is taking longer than usual.  How long is too long?     Solution By default, Marketo starts each Salesforce sync cycle five minutes after the previous cycle completes.  Each sync cycle may take a couple of minutes or a couple of hours, depending on how much data needs to be written across.  If you notice your sync cycles seem to be taking longer than usual, here are some things to check. Have you done a large update recently?  This can create a backlog that can take time to work through. Have you added new fields to any of your synced Salesforce objects?  The more fields on the object, the more data needs to be written across, extending the sync cycle. If you would like to streamline your Salesforce sync, do an audit in Salesforce of fields visible to the Marketo Sync User.  If there are any fields that are not used in Marketo, remove visibility to them so Marketo does not waste time syncing them.  
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Marketo calls to the Salesforce API During a single sync session, Marketo makes 25 API calls to check if your Salesforce objects need updating.  Because your Salesforce sync happens in 5 minute intervals (default setting), each day Marketo makes 7200 API calls to your account to see if any updates are needed. If there are updates, more API calls are used to sync the information.  Leads, Contacts, Accounts, Opportunities, Campaigns, and Activities are synced in batches of 200 per API call. If you use a Sync Lead to SFDC or Add to Campaign flow step in trigger campaigns, each one uses at least one API call per lead; the API call happens when the lead hits that flow step (instead of waiting for the next sync). Batch campaigns can send up to 200 leads to Salesforce with 1 API call for these flow steps. Any activities you've synced from Marketo to Salesforce (like "Filled Out Form" or "Opened Email") use an extra API call per event. You can use these to estimate the number of API calls Marketo makes per day.  For example, if you have 1,000 Lead and Contact updates a day and 100 Account, Opportunity, and Campaign updates, you'll use: 7200 (check for updates) + (1000 Lead updates / 200 per API call) + (1000 Contact updates / 200 per API call) + (100 Account updates / 200 per API call) + (100 Opportunity updates / 200 per API call) + (100 Campaign updates / 200 per API call) + 7200 + 5 + 5 + 1 + 1 + 1 = 7213 API calls When you first sync your Salesforce account to Marketo, you'll use significantly more API calls until Marketo is up to date with your Salesforce instance.  After that, you can expect the API calls to be much lower unless you make large updates to your leads (in Marketo or Salesforce) API Calls and your Salesforce edition Salesforce determines your API call limit based on the edition and licenses you have. This document from Salesforce has information on how they calculate that limit. For many Salesforce users, particularly Enterprise Edition users, the number of API calls made by Marketo is usually not a problem. If you're using a more limited edition of Salesforce or don't have many Salesforce licenses, you may hit the daily limit on your API calls.  In that case, please contact Marketo Support and ask us to decrease your sync interval.  At a 30 minute sync interval, Marketo uses around 1000 API calls per day, well under the limit for nearly every Salesforce edition. To see your API limit (per 24 hour period) and your current usage (for past 24 hours) in SFDC,  navigate to: Setup -> Administration Setup -> Company Profile -> Company Information Look for the field called "API Requests, Last 24 Hours", which will display API usage for the past 24-hour period as well as your current 24-hour limit (in parenthesis). Order of Events during SFDC Sync Marketo will sync your SFDC and Marketo objects in the following order: Lead: synch schema Account: synch schema Contact: synch schema User: synch schema Task: synch schema Opportunity: synch schema Opportunity Contact Role: synch schema Campaign: synch schema Campaign Member: synch schema Campaign Member Status: synch schema Lead: pull conversions Account: pull deletes Account: pull updates User: pull updates Lead Queue: pull updates Lead Status: pull updates Account Type: pull updates Lead: pull deletes Contact: pull deletes Lead: pull updates Contact: pull updates Lead: push updates Contact: push updates Campaign: pull deletes Campaign Member: pull deletes Campaign Member Status: pull deletes Campaign: pull updates Campaign Member: pull updates Campaign Member Status: pull updates Opportunity: pull deletes Opportunity Contact Role: pull deletes Opportunity: pull updates Opportunity Contact Role: pull updates Event: pull updates Task: pull updates Email Template: push new Email Template: push updates Task: push new Task: push updates
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In offering a premium email delivery platform to our customers we carefully monitor our IPs for listings on blacklists (Top Blacklists – What You Need to Know.) The Marketo Privacy team maintains relationships with the major blacklists to better assist our customers in resolving these issues. When we find that one of our customers was responsible for a blacklisting we contact that customer and request some actions be taken to remediate the issue. In many cases we find that sending an email to a spamtrap address (What Is a Spamtrap and Why Do They Matter?) caused the blacklisting.  Spamtraps are email addresses that have either never been used or have not been used for a long time and are now owned by anti-spam organizations. They are considered by these organizations as a sign of poorly maintained or inappropriately acquired addresses. Based on this assessment they conclude that the marketer is sending spam and consequently blacklist the sender.  To prevent future blacklistings you'll need to review your recent activity to remove the spamtrap from your mailing. Finding the spam trap address can be difficult; they are closely guarded secrets of the blacklisting organizations and they do not share these addresses. We describe several strategies below. The best approach for you depends on the make-up of your database and the amount of behavioral history in your Marketo system.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. Blacklists are not all the same - some provide Marketo with more information, some with less. If at all possible we will provide you with a date and a subject line to help you isolate potential traps.          Step 1         To narrow the list of potential traps you should consider the following: Have you recently added any new leads or new lead sources? What is the source of these leads? Any purchased or appended email addresses should be removed because these data sources are often the source of newlyintroduced spamtraps. In addition lead sources like this can violate Marketo's Email Use and Anti-Spam Policy Have you recently added any older leads from another database that have not received email in the past year?  Some email providers will turn an address into a spamtrap after a year of inactivity.  If you have a list of addresses that had not received email for a year or more before recent email campaigns this list should be removed. Does your system use any custom fields to indicate customer status, event attendance, recent contact with your sales team, or other forms of engagement?  Take advantage of this and isolate the inactive or nonresponsive segments of your database using all activity data you have available. Is there anything different about this specific mailing that makes it different compared to your previous email campaigns? Did you send any other mail on the same day?  You could compare the recipient lists. Step 2   If you were able to identify newly introduced email addresses to your email program that are likely the source of the spamtrap suppress or remove those from your database so they will not receive email in future email campaigns.    If you have not identified a specific data source than you should target the inactive or nonresponsive segments of your database for potential spamtraps.  Because an individual does not manage spamtrap addresses, they are generally part or a larger spamtrap network; they will generally not show any form of activity. If you have behavioral history, the best approach to take is to identify the people who are not interacting with your company - not opening or clicking emails, not visiting the web page, not attending events, etc.   Build an inactive Smart List using ALL filters: Was sent email the day of and day before the spam trap hit (please contact support@marketo.com 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 3   Once you have created a smart list to identify these suspect leads you have several options. [Leads Tab > Lead Actions > Flow Actions] Remove leads from database Why waste your time on inactive leads?   Set leads to Marketing Suspended = true to suppress from future mailings Marketing suspended is functionally equivalent to unsubscribe. These leads will still be available for other flow actions, tracking, or operational emails. To avoid suppressing an active lead’s email address you can create a daily recurring batch campaign to take any marketing suspended lead who "wakes up" and engages and set them back to marketing suspended is false.    The daily batch campaign would be set to change Marketing Suspended back to false if the lead performed any specific activity in the last 24 hours like if they visit a web page, open or click a link in an email, fills out a form or has a lead status change. Here's how to set up the campaign:   Smart List (using the "ANY" filter, not "AND"): "Visits Web Page" "Clicks Link in Email" "Fills Out Form" "Opened Email"           All selectors for these filters should be set to 'any'.   Flow: "Change Data Value" flow step Attribute: "Marketing Suspended. New Value: "False".     Opt-In reconfirmation pass Create and release an email to inactive list with the following sample copy: "We have not heard from you in a while. Click this link to continue to receive messages." Anyone who does not click the link within 2 weeks should be set to Marketing Suspended. For recommendations on successful reconfirmation messages search our help articles on Successful Reconfirmation.   Some mix of the above Many of our customers take a tiered approach to blacklist remediation. If they can identify inactive, low-priority leads they may choose to immediately delete or Marketing Suspend these while reserving a reconfirmation pass for higher priority leads. If your list includes extremely high value sales targets you might consider having your sales team reach out individually. If considering this approach we recommend that you export the list and try various sorting techniques to get a feel for the leads you're looking at before deciding on the best way to segment them for different tiers of attention.     Step 4 – You’re Done! Don't forget to fill out the delisting form  
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  What is a Blocklist? Can I Still Send My Emails, or Are You Blocking Me from Sending? What Is a Spamtrap and Why Do They Matter? Can You Give Me the Spam Trap Address That Triggered the Blocklist So I Can Remove It from My Database? Can You Give Me More Information regarding the Blocklist Issue? What Is the Quarantined IP Range? I Sent This Email Campaign a While Ago. Why Am I Only Getting Notification of the Blocklist Issue Now, and Am I Still Blocklisted? The Blocklist Notification Went to the Wrong Email Address. Why Was It Sent to That Address? Which blocklists should I be concerned about? - Top Blocklists – What You Need to Know How do blocklist issues get resolved? What steps do I need to take to resolve the blacklist issue? - Blocklist Remediation      
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Issue Lead conversion/qualification through workflows in Microsoft Dynamics CRM resulting to duplicates (i.e. Lead and Contact) in Marketo Environment Microsoft Dynamics CRM Lead conversion Sync Solution While lead qualification through workflows is currently not supported, one approach that we saw implemented by a customer that did not result in duplicates is by redeveloping the lead qualification workflow using the msdyncrmWorkflowTools (1.0.54.0): QualifyLead step. Dynamics-365-Workflow-Tools/Qualify Lead.md at master · demianrasko/Dynamics-365-Workflow-Tools This was verified to result in no duplicates as the workflow writes the "Create [Qualify Lead]' operation type to the Marketo Log which is like the standard qualify button. Should there be any further assistance needed in developing the lead conversion workflow, it's recommended to engage with our Professional Services / Consulting team Root Cause Marketo's integration with Microsoft Dynamics CRM currently does not support custom qualify workflows.
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Image: Step Flow for Predictive Content for Web and Email What is Auto Content Discovery? This post explains the first part of the flow image above: discovering, mapping, and tracking your content assets. Content Discovery is used in the Predictive Content app to auto-discover all the content assets (videos, pdfs, blog posts, press releases, white papers, etc.) on a website/domain. Once discovered, you can see how your content is performing and decide which pieces of content should be prepared, approved, and enabled for the Predictive Content outcomes on web (either in the recommendation bar or rich media) and email.   Setting up Predictive Content and Content Discovery See Set Up Docs: http://docs.marketo.com/display/public/DOCS/Getting+Started+with+Predictive+Content Steps RTP Javascript tag is installed on all your web pages (Note: RTP is now called Web Personalization) Set Asset Discovery to On Asset Discovery auto-discovers extensions (PDFs, PPT, MP4, OFF, WEBM) and a click/view on embedded videos (Youtube, Vimeo, Wistia) Create URL Patterns Setting URL patterns auto-discovers content when a web visitor clicks on the HTML web page relevant to the content pattern. The URL syntax pattern determines your ability to use this feature optimally (e.g., to create a pattern for press releases, your press releases should all be stored on a page identified as www.yoursite.com/press-releases/*). How is content auto-discovered? The content discovery technology uses an event listener that runs on every web page (where the RTP Javascript tag is installed) and waits for a web visitor to click on a URL link or arrive directly on that web page in a browser. If that link includes an extension (PDF, ppt, embedded video) or matches the URL pattern defined, then it will be discovered and added to the All Content page in the Predictive Content app.   Only content pieces that a web visitor interacted with (clicked on or viewed) once the RTP Javascript tag has been installed are discovered via Content Discovery. If the content is already discovered, it will add to the tracking and views of those discovered pieces. You can also manually add new content to be listed and tracked in the All Content page.   Image: All Content Page in the Predictive Content app displaying and tracking all discovered content What data is discovered? Visitor Data (Used for Analytics + Predictive Algorithm) Pages Viewed  - number of page views by the user in the session Visit Count for Web Visitor Last Content URL Seen Last 5 Content Assets clicked via Predictive Content that this visitor has seen in the last 90 days Last Web Campaigns Seen - 10 last campaigns per session (within the last 5 sessions) Inferred Organization Inferred, Industry, Size, Revenue Inferred Country, State, City Search Term   Content Data   Extensions Video (Youtube, Vimeo, Wistia) Video Name Video URL Video Image URL PDF PDF Name PDF URL   URL Patterns (HTML pages) Found via metadata of the HTML page Content Name Content URL Content Image URL Content Description What data is auto-populated during the auto-discovery phase? Based on the content data we discover, the aim is to populate as much of the Predictive Content as possible, making it quicker, easier and involves less prep work for you. However, you still need to review the discovered content and then approve and enable it for the Predictive Source (Email, Rich Media, Recommendation Bar). Assuming we discover an HTML page defined in URL patterns, this HTML content piece will be populated in the following fields in Predictive Content:   Predictive Content Fields Auto-Populated Value Notes Content Name (Content Name) Unique Value Content URL (Content URL) The URL is consistent for all sources (email, bar, rich media) Categories Video OR Category Name from URL Pattern If Video is discovered, the category is populated as Video. Category populated from defined URL Pattern. e.g., Marketo.com/blog = Blog all discovered content based on this URL would receive Blog as a category Category is consistent for all sources (email, bar, rich media) Content Title (Content Name)   Email Title (Content Name)   Email URL (Content URL)   Email Image URL (Content Image URL)   Email Button Label Read More Not Auto-populated. Default is "Read More." Rich Media Title (Content Name)   Rich Media URL (Content URL)   Rich Media Image URL (Content Image URL)   Rich Media Description (Content Description)   Bar Title (Content Name)   Bar URL (Content URL)       Image: Example of Populating Metadata for HTML content into Predictive Content
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Issue How to use the REST API to check for deleted leads. Solution You would need to use the specific endpoint : https://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#/Activities/getDeletedLeadsUsingGET This will pull a list of leads deleted within a specific timeframe.  Deletions older than 14 days may be pruned.      
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Issue When searching or grouping a list of leads based on email address filter ‘Contains’ @ sign, you may encountered the different numbers in the ‘People’ tab (result). Environment This behaviour is specific to the email filter as it uses two main indexes; we’ll call them Index 1 and Index 2 when using the contains/not contains operator. Index 1 searches for the entire email address value from beginning to end. This Index is used when the @ character is not included in the list of values. Index 2 searches only for the domain half of the address, which comes after the @ symbol. This Index is used when the @ character is included in the list of values. Solution A suggestion is to create a smart list with two Email Address filters wherein you will have all the ones that do not have the '@' symbol, and for the other, you will include the '@' symbol for the email address and use the logic as 'Any'. That would give you the preferred number of leads in your smart list. Root Cause Marketo database searches for email domains in a way that when using the 'contains' keyword in the 'Email Address' filter, you must make sure that if you are using the '@' symbol in your list of domains that all email domains contain this. If you want to filter for email domains that do not include the '@' symbol, you must make sure that no email domains in your list use the '@' symbol. This behaviour happens when the indexing of the database and the rules that apply to the contains operator.
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Summary You have set up a campaign or campaigns in the Email Deliverability Tool (250ok), but there is no engagement metric showing Total opens and Unique opens, which should be available in the ‘Engagement Overview’ in the Email Deliverability tool. You would need to ensure that you have configured the necessary setup for the tracking to work in the Email Deliverability tool. Issue Campaigns created in the Email Deliverability tool (250ok) doesn’t show any engagement overview metric such as total opens and unique opens. Environment Email Deliverability tool (Production/Sandbox) Solution You would need to implement the necessary setup for the metric to show in the Engagement Overview in the Email Deliverability tool (250ok)    Follow the steps below to ensure you have configured the setup for campaign tracking.   1. Ensure your DNS CNAME is configured. (All that is required is creating a CNAME DNS entry on this domain that points to 250analytics.com)  For more information, you can refer to this external documentation: https://www.validity.com/knowledge-base/what-are-custom-domains-in-250ok-analytics/   2. Insert the correct tracking pixel code retrieved from the Email Deliverability tool.    3. Always utilizing the ‘c=‘ tag in your tracking code for your campaigns to ensure the tracking is measured correctly in the Email Deliverability tool. (Obviously, the CNAME above is essential to have it set up correctly). You can follow a guide on how to implement the ‘c=‘ tag and retrieve the tracking pixel is here: https://help.returnpath.com/hc/en-us/articles/360046308092-How-Do-I-Add-My-250ok-Tracking-Pixel-   Once you have all these configuration settings, you can start tracking your campaigns which are sent via Marketo in the Email Deliverability > Engagement Overview. Root Cause Mis-configuration or no configuration made causing the campaign tracking does not work.
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Issue Per our developer page: https://developers.marketo.com/rest-api/assets/programs/#update, it is possible to update tags on your existing program When updating a program tag within an existing program, you may encounter an error below given the tag and its values are correct.  {"code": "709","message": "Required tags are mandatory"}]} Environment Any API clients when performing the Web Service API Solution The workaround is to have the tag updated via the UI. Root Cause "Updating tags is a destructive operation." Any attempt to update the tags of a program must include valid values for all of the required tags for a program. Unless the 'specific' tag type you are working on is the only required tag type in the instance, then that is possible to update it using the API. Otherwise, you'll encounter the error above as it is a system behaviour.
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Issue Initial MS Dynamics sync gives the error 'is missing prvReadSdkMessageProcessingStep privilege'   Environment MS Dynamics CRM integration Solution Issue Resolution These permissions, found within Security Role, require a Microsoft Dynamics Admin to set and change., Navigate to Settings > System > Security and select Security Roles icon. Click on the Marketo Sync User to bring up the individual access level for each individual entity. For the sync to work the individual privileges are as follows: Under 'Core Records':   Under 'Customisation':   Under 'Custom Entities': Any role with Marketo needs to have all permissions.     More information on Managing Users and Security Roles can be found on the Microsoft Dynamics Site: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/marketing/manage-users       Root Cause The error indicates the Marketo Sync User in Dynamics lacks some of the required permissions for the sync.
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Issue The Source Campaign field in Microsoft Dynamics is not getting updated when the field is updated in Marketo. The sync from Microsoft Dynamics to Marketo will be working fine. Environment Native integration with Microsoft Dynamics Campaign Sync not Enabled Solution To sync Campaign Source from Marketo to Dynamics, the option 'Campaign Sync' needs to be enabled as per this documentation: Enable Campaign Sync | Adobe Marketo Root Cause If the Campaign Sync is not enabled we will not be syncing over the value of the field to Microsoft Dynamics as it is part of the Campaign Sync.
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If you ever run into issues with the Marketo Email Add-in for Outlook, chances are support will ask you for a copy of your mopi.log file. Here is how to find it: Prerequisites: Show Hidden Files (Microsoft Article) 1.  Open Windows Explorer and go to Users > [Your User] > AppData > Local > Marketo.   Great job! You found it.    
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Did you know your sales reps can access the Opportunity Influence Analyzer as well? If you have the analyzers provisioned in your Marketo subscription, you just need a Salesforce administrator to add the necessary field to your Opportunity page layout(s). NOTE: It may take up to 24 hours for changes to opportunities to be reflected in the analyzer.   1. In Salesforce, go to Setup > Customize > Opportunities > Page Layouts, and click Edit next to the desired page layout. 2, Click Fields and select the Marketo Opportunity Influence Analyzer field, drag it onto your page layout, and then save the layout. 3. When viewing an opportunity, you'll see the Marketo logo where this field is. It's a button. That takes you to the analyzer for that opportunity. 4. You're there! This URL uses a token parameter for security so your sales reps can access it. You can select which contacts under the account you want to contribute to the analyzer on the right side.  
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What is a Blocklist? Can I Still Send My Emails, or Are You Blocking Me from Sending? What Is a Spamtrap and Why Do They Matter? Can You Give Me the Spam Trap Address That Triggered the Blocklist So I Can Remove It from My Database? Can You Give Me More Information regarding the Blocklist Issue? What Is the Quarantined IP Range? I Sent This Email Campaign a While Ago. Why Am I Only Getting Notification of the Blocklist Issue Now, and Am I Still Blocklisted? The Blocklist Notification Went to the Wrong Email Address. Why Was It Sent to That Address? Which blocklists should I be concerned about? - Top Blocklists – What You Need to Know How do blocklist issues get resolved? What steps do I need to take to resolve the blocklist issue? - Blocklist Remediation  
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Issue When looking at Email Insight it is only showing the first email activity (Send, Delivered, Click or Open), even though the email has been sent several times in the past few days/weeks/months. Environment Email Insight Solution Use different Smart Campaign to send the email if you want to track statistics of the email. Root Cause Email insights will only track the first email activity associated with the email if using the same campaign. this is the same as Email Performance report in terms of this note. Multiple sends from the same campaign to the same person are counted only once.
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Issue What BCC options are there for email sends? Solution Marketo support can enable BCC on request.  If an email address is to be BCC'd on a batch email send, they'll get 1 BCC for every 1 email Marketo sends. (10k email sends = 10k BCC emails). This can be useful for archiving and compliance purposes, but should not be used for simple campaign confirmation. If you just want to make sure the email went out as scheduled, the easiest way is to create yourself as record in the database, and include yourself in the batch send.   NOTE: Dedicated email address setup for the BCC email traffic must be able to handle high volumes of email. Discuss with your IT Team or email service provider to verify their Email Server can handle the estimated volume of incoming email. If the Email Server is not well equipped this feature can cause your Email Server to backlog, become unavailable temporarily, or reject the BCC emails. NOTE: This feature is applied to the entire instance, and will affect all emails sends from all Campaigns and Programs while enabled.  Every email sent while this feature is enabled will result in a corresponding BCC email. If the request is for a single email send, we recommend using the following CC process: Email CC | Adobe Marketo  
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Issue Error 603 'Access Denied' is returned for when an API user with the default Admin role attempts to make an API call http://developers.marketo.com/rest-api/error-codes/   Environment REST API Users and Roles Permissions Solution To avoid this error, create a new role: Create, Delete, Edit and Change a User Role | Adobe Marketo Root Cause It is expected that when the default 'Admin' role is used for an API user, attempting to make API calls will return error 603.
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