Knowledgebase

Issue Marketo Email templates that have been used are showing or appearing within the Salesforce Email Template Picker/Chooser. Solution The templates are created when Marketo syncs lead email activities to Salesforce.  You can disable these activities from syncing in Marketo Admin > Salesforce > Edit Sync Options. Unselect the Email activities or Sales Email activities you have synced.  The templates will no longer be created, but you also won't get these activities pushed from Marketo anymore. This applies to both Sales Insight and normal Marketo sent emails.     If you would like to note an email was sent to a lead without enabling these activities, you can utilize Interesting Moment Flow Steps or Create a Task to sync via the activity log!   Who This Solution Applies To Customer using Sales Insight for Salesforce    

Issue When I go to the Support area of Nation, I do not have full access to all the areas and tools.   Solution Our system is specific about how you need to access the Support Portal before we can authorize you to use it. The proper steps to take for us to authorize, and for you to submit cases, are as follows:   Log into your instance Click the Community tile (step 1 image) Click Support in the top banner (step 2 image) Click Submit a Case option (step 3 image) Choose from top options depending on what you need to do (step 4 image) Create a case, Manage authorized contacts, edit your Info   Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually. Step 1 Step 2   Step 3 Step 4   If you experience issues, please email marketocares@marketo.com

To ensure all your activities show up under the Activity History (as opposed to Open Activities) make sure you have a "Completed" values in the Task Status list and that it's a "Closed" state. Here is how to check it:   In SFDC, go to Setup > App Setup > Customize > Activities > Task Field.  Click on Status In the Task Status Picklist Values list, check if you have a "Completed" value.  If you do have it, skip to step 5. You need to create the "Completed" value.  Click on the New button Type in Completed and click on Save Click the Edit link next to the Completed value Check the box next to Closed and click on Save. Once the steps above are completed, you should now Completed in the list with "Closed" checked like this:    

My Salesforce activities are not showing up in Marketo and when I go to the Admin section I see the following sync error:   soqlBatchQuery failed - INVALID_FIELD: CreatedDate, Description, Id, IsAllDayEvent, IsDeleted, OwnerId ^ ERROR at Row:1:Column:70 No such column 'IsAllDayEvent' on entity 'Event'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names. This is due to lack of permissions for the Marketo Sync User on the Salesforce side. Please have your Salesforce Administrator log into your instance of Salesforce and carry out the following steps:   Log into Salesforce with Admin rights Click on your name drop-down and click on Setup In the left hand column, under App Setup, click on Customize Then click on Activities and then Event Fields Click on the All Day Event Field Label then "Set Field-Level Security" Here make sure to check the box under the Visible column for the Profile that the Marketo Sync User is associated to Click Save Once the above changes have been made on next sync we will begin pulling your Salesforce activities and once the next sync is over, the error message in the Marketo Admin section should go away.    

Here's how you can use tokens and URL parameters to automatically assign leads to Salesforce campaigns after filling out a form.  These tokens work in all of the Salesforce campaign flow steps:   Add to Salesforce Campaign Change Status in Salesforce Campaign Remove from Salesforce campaign   Get the Salesforce campaign ID and status   You need two things to begin this process -- the name or ID of the Salesforce campaign you want to sync to and a valid status in that campaign.  You can get the ID for the campaign by opening that campaign in Salesforce and copying the last 15 characters from the URL.  Here's an example campaign URL; the ID is highlighted:   naX.salesforce.com/701F00230001Z9z   To get the valid statuses, click on "Advanced Setup" on the campaign's page     The status should be listed there:     Create new fields   First, you need to create two new fields -- "SFDC Campaign ID" and "SFDC Campaign Status" -- both of type "string".  You can create these on your lead and contact records in Salesforce, or contact Marketo support to add those custom fields in your Marketo account.   Create or edit the form   After you create those fields, the next step is to incorporate them into your forms.  Create a new form or edit an existing form, then drag those two fields into your form.  Make them both hidden fields and set them to populate from a URL.  If you're unfamiliar with them, this article on hidden fields has details on how they work. Making a Field Hidden on a Form When setting the values for those fields, use a real Salesforce campaign ID and status as the default value.  Here's how you might edit the settings for those fields:   SFDC Campaign ID: Default Value: [a real Salesforce campaign ID or name] Populate from: URL Parameter Parameter name: campaignID   SFDC Campaign Status: Default Value: [a real Salesforce campaign status for the campaign you chose] Populate from: URL Parameter Parameter name: status   And here's what your form might look like when done:   Now you have a form that automatically add leads to the default Salesforce campaign you selected and that you can override with URL parameters.   Create a Smart Campaign   Next, you need to create a campaign that will add these leads to the selected (or default) Salesforce campaign.  We'll trigger this campaign to launch whenever someone fills out your form: In the flow, first you need to sync the lead to Salesforce so that you can add it to a campaign.   Then you can add it to the Salesforce campaign using the values in the SFDC Campaign ID and SFDC Campaign Status fields.  To do this, use the tokens for those fields in your flow step:  {{Lead.SFDC Campaign ID}} for the campaign name and {{Lead.SFDC Campaign Status}} for the status.  If you type "{{" in the fields, the auto-suggest will help you enter that text correctly:     Your finished flow should look like this:     Finally, in the schedule tab set this campaign to run every time and activate it.     Launch your landing page   If you modified a form already in use, you can now go to that landing page, fill out the form, and watch as your lead gets synced to the Salesforce campaign you chose.  If this is a new form, create and approve a new landing page which uses that form.  After filling out the form, you should see the lead added to the default Salesforce campaign specified in your form:     Use URL parameters to override the default campaign and status.  For our forms, the campaign is set by the "campaignID" URL parameter and the status by the "status" URL parameter.  For example, this URL:   offers.marketo.com/offers.html?campaignID=701A00000009K3l&status=Responded will assign the lead to the Salesforce campaign "701A00000009K3l" (the Salesforce internal ID) with the status "Responded."  If either value has spaces or special characters, make sure that you URL encode them before adding them to your URL.   Using tokens in other Salesforce campaign flow steps   These tokens work in all of the Salesforce campaign flow steps -- Add, Remove, and Change Status in SFDC campaign.  Follow the same directions as above but substitute the appropriate flow step in place of the Add to SFDC Campaign step.   Diagnosing errors   If your leads are not syncing to your Salesforce campaigns, first go to the Activity Log for that lead and double click the line that has the failed flow step. The information that appears will help you figure out what the problem might be. The most common errors you'll encounter are: Spelling errors in your tokens -- use the autosuggest to help Using an SFDC campaign ID or name that doesn't exist -- check the spelling of the campaign or ID The lead doesn't exist in salesforce -- sync the lead to Salesforce before adding him/her to your campaign Using a status that doesn't exist for that campaign -- change the status to one that does exist for the campaign, or add a new status to the campaign in Salesforce

Issue: You have Opportunities in Salesforce but they are not showing in Marketo.    Solution: 1) Check Opportunity permissions in Salesforce - Your first line of troubleshooting this issue is to ensure that the Salesforce profile being used by your Marketo sync user has the Create/ReadEdit/Delete access on the Opportunities object in Salesforce.     2) Check the "Contact Roles" Related List - Ensure that the "Contact Roles" Related List in Salesforce under the Opportunity's detail page is populated     3) Ensure that the Marketo sync user has visibility in Salesforce to see the Opportunity - Log in to Salesforce with the Marketo sync user and ensure that the missing Opportunity in Marketo is visible to this Marketo sync user. If the Marketo sync user can't see the Opportunity then the Opportunity will not sync to Marketo.   4) Check to see the time that the Opportunity was created in Salesforce - Often times you have all the correct Opportunities permissions in Salesforce but the Opportunities are still not showing in Marketo because the Opportunity was recently created and you have not allowed enough time for that Opportunity to sync to Marketo. In this scenario, the only thing you can to is wait. If your sync is busy processing other items, you usually need to wait for these pending items to sync before the newly created Opportunity will sync to Marketo.

Issue You may experience this error when we create campaigns in SFDC using Marketo Campaign sync through a program.     Solution The error that we are receiving indicates that the User Profile that Marketo uses to log into Salesforce doesn't have permissions inside of SFDC to create campaigns. To test this, log into Salesforce using the Marketo sync credentials and try to create an SFDC campaign.  If you are unable to do so, then Marketo cannot create campaigns via the sync.  You would need to work with your SFDC Admin to grant the Marketo sync user permission to create campaigns in SFDC. If still there is an error, please contact the Salesforce support team, since this error is coming from Salesforce.  

If you have Salesforce for Twitter installed, you can use its fields to trigger campaigns in Marketo.  One great use for this is to target campaigns at users of social media applications. Install the app: First, you need to install the Salesforce for Twitter AppExchange package -- it's free!  It takes some effort to install, so make sure you follow the instructions carefully [pdf]. As part of the installation, the package adds a new field to your account called "Twitter Username."  When you create or associate a lead with Twitter via the app, the Twitter Username is updated.  Follow the instructions with the Salesforce for Twitter app to learn how to do that. Once you've gone through the steps of setting up your leads' and contacts' Twitter usernames, any new tweets they make will be added to a Twitter Conversation. Syncing the Twitter Conversations: Now you'll need to sync the Twitter Conversations object for your leads and contacts. Back in Marketo, go to the Salesforce page in the Admin section and open the Sync Object tab. Click the Refresh Schema button to reload your custom Salesforce objects. After your schema reloads, click the Twitter Conversation object under Lead on the right. Click on it's name in the center of the screen and rename it to Twitter Conversation (L). Click Save when you're done. Now click Enable Sync in the menu bar. A dialog will appear asking you to temporarily disable your Salesforce sync. Click Disable Global Sync. We'll re-enable this when finished. In the next dialog, click Enable Sync to start syncing this object into Marketo. Next, click on the Edit Visible Fields button. In the dialog that appears, find the sf4twitter__Content__c field and check the Trigger box for that row. When you're done, click Save. Repeat the process for your Contact objects, renaming the object to Twitter Conversation (C)and enabling the sf4twitter__Content__c field in your trigger, as you did for the Lead version above. When you're finished, go to the Salesforce tab and click Enable Sync. Scoring tweets In the Marketing Activites tab, create a new Smart Campaign to score your tweets. In the Smart List, trigger on Added to Twitter Conversation (L) and add a constraint Content contains [your company name].  Do the same for Added to Twitter Conversation (C) In the flow, you can take any action you'd like, such as sending an alert or creating an interesting moment. In this example, we'll give the lead +5 points to their lead score: In the schedule tab, set the campaign to run every time. When you're done, activate the campaign From now on, any tweet from a lead or contact containing your company name will be scored.

Included in this article Overview The configuration changes between Marketo and Salesforce will stop the sync to the 16 affected fields. If you recreate those fields in SFDC, the backfill process will update those newly created fields with the current values housed in Marketo. With these existing values being backfilled into the newly recreated fields, Salesforce will see it as a regular data value change, which can cause other actions to occur from things like Apex Triggers, Workflows and 3 rd Party Apps from the AppExchange. While the backfill process is still running, you could also see inaccurate data in SFDC reports. This doc will show you what to look for and how to prevent issues they could cause. Effects Inside of Salesforce Marketo is entering the existing field values into the newly recreated fields inside of SFDC. While Marketo views this as just “catching up” the values between Marketo and SFDC, Salesforce will view it differently. 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. Visibility Rules SFDC has the ability to restrict access to Leads and Contacts for specific users and roles. Some customers will use this ability to restrict the Marketo Sync User from being able to access certain groups of Leads and Contacts in order to keep them from being able to sync to Marketo. Restricting visibility to Leads and Contacts prevents the backfill The backfill process uses the Marketo sync user ID to connect with SFDC. If the SFDC sync user has no visibility to a group of Leads and Contacts, there is no way for the backfill process to update those leads. Resolution Evaluate your business need first. If you need to keep these Leads and Contacts from syncing with Marketo even when considering this configuration change, don't open up the visibility to them for the sync user. Neither the backfill process or normal sync cycle will see them and no data will be synced with those leads. If you want all fields to be updated for these Leads and Contacts, allow the sync user visibility to access them before creating the new fields and starting the backfill process. That will allow the backfill to run and push the Marketo field values into the newly recreated fields in SFDC. You can still remove visibility to the Leads and Contacts later if you want. If you have already recreated the new fields in SFDC and initiated the backfill process without allowing visibility to the Leads and Contacts for the sync user, the data is not lost. If you decide to allow the sync user access to the Leads and Contacts later on, then any resync of the record will also update these affected fields. Areas Affected Anything in your SFDC instance that references these fields will be affected. For most customers, this won’t be anything to worry about, but for some, it can be a much bigger issue where actions are performed when they shouldn’t be. There are some key places where you will notice the trouble if it does happen. Workflows Salesforce Workflows allow you automate actions within SFDC and can be set to run based on any number of criteria. If your workflow rules reference the older original fields, when the sync to these fields is stopped, these workflows will be based off of field values that are not updating any more. If your workflow rules have already been updated to be based on the new fields, the data value change to the fields from the backfill process can cause the workflow to react differently than it should. Existing values already accounted for will be seen as new values and could re-trigger your workflow. More information on SFDC Workflows can be found here: Workflow Rules - developer.force.com Apex Triggers Apex Triggers let you take specific actions before or after record changes and can be used to perform a wide variety of tasks the same way that workflows can. If your apex trigger is set to trigger off of value changes in the original fields, since the sync to these fields is stopped, none of these triggers will fire. If your apex trigger is triggering off of the newly recreated fields, the data value change to the fields from the backfill process can cause the apex trigger to fire when it shouldn’t since existing values will appear to be new values. More information on Apex Triggers can be found here: Salesforce Developers - Triggers AppExchange Apps If your AppExchange app references the older original fields, then when the data stops syncing to them, that app will be working off of out of date values. If your AppExchange app references the newly recreated fields, the entry of new values from the backfill process can initiate actions when they aren’t supposed to be performed or had already been performed previously. More information on AppExchange apps can be found here: https://appexchange.salesforce.com/ Reports Salesforce reporting can pull data from multiple locations. If your reports are referencing these affected fields, the reports could show incorrect data. If your reports reference the original fields, then when the sync to those fields is stopped, your reports will no longer display current data. If your reports pull values from the newly recreated fields, there are two variations of what you will see. First, if the backfill process is still going on, not all records will have updated yet, so the reports aren’t yet up to date (but will be soon). Second, if the backfill process has completed, then your field values in these new fields will be up to date and your reports will all be accurate, so there is no longer any issue. When the backfill process has completed, an instance notification will be posted in Marketo to let you know that it has finished. More information on Salesforce reports can be found here: Getting Started with Reports and Dashboards Unit | Salesforce Formula Fields Salesforce formula fields work the same way that Marketo's formula fields do -- they take two (or more) other fields and combine them together to derive a new third value for the formula field's own value. Since the formula field has to reference other different fields, if one of the other fields referenced is one of these affected fields, your resulting formula field value could have incorrect data. If your formula field references the original fields, then when the mapping to those fields is changed, the values your formula field is calculating from will be out of date, resulting in an out of date formula field value as well. If your formula field is referencing the newly recreated fields, then it's possible that they are pulling data from fields that haven't fully been backfilled yet. As with the other places where the fields are in use, as soon as the backfill process is completed, there is no more issue and all data will be up to date. Examples of the Behaviors and Solutions Let’s say you have something in place (a workflow, apex trigger or AppExchange package) that will assign leads to specific sales reps when a lead’s score reaches a threshold of 35. Scenario 1: Not changed yet to reference the newly recreated fields, but backfill process is running. Lead records could reach a lead score of 35 while the backfill is still in process, but since the mapping of the Marketo lead score field has already been switched to the newly recreated field, that data value change activity won’t be recorded against the original existing field. Therefore, your process to assign the lead reaching a score of 35 would not be initiated. Solution: Take note of when you first recreated your fields in SFDC and kicked off the backfill process. Then take note of when the backfill process completes (you’ll get an instance notification in Marketo when it finishes). Set your workflow to compare the values between the old lead score field and the newly recreated lead score field to identify leads whose scores are different between the two fields (so you’ll find the ones who had a score change during the backfill process that wasn’t seen) and also search for leads whose score in the newly created lead score field is over 35. This will identify all leads who had a score change during the backfill process and hit the threshold but weren’t seen. Then have the workflow assign the leads to your sales rep. Scenario 2: After having changed to reference the newly recreated fields. The values being backfilled into the new fields will be seen as new values. So if a lead already has a score of 40 (already met the threshold of 35 sometime in the past), that existing score of 40 will be misinterpreted as a lead reaching the lead score threshold for the first time, resulting in the lead being reassigned in error. Solution: Create a workflow that compares the value in the original lead score field to the value in the newly recreated lead score field. If the scores are equal, then you know the lead had already hit the threshold in the past and this new time was in error, so your workflow can undo the action taken before. If the scores are different and the score in the newly recreated field is over 35, then you know the lead hit the threshold for the first time and was a valid candidate for the change in lead owner. Reporting Changes: The backfill process pushes data at the rate of 10,000 records per hour. Take the number of know leads in your database and divide it by 10,000 to get the approximate number of hours the backfill will take. This is the length of time when your reports could be off. Reporting from the original fields will only have data that is current up to the time when the fields were recreated and the mapping was changed over to those new fields. Reporting from the newly recreated fields won’t give a complete picture until the backfill process is completed. Solution: Run your reports from within Marketo while the backfill process is still running. There will be no discrepancies from any data within Marketo and Marketo is the source for all of this data anyway. Report Subscriptions can be set up to send the info to anyone who needs it. Preventing These Issues There are a couple of ways to approach this. The quickest way to avoid the issue is to not update workflows, apex triggers or AppExchange apps to point to the newly recreated fields until after the backfill process is complete. Also keep in mind that your formula fields could be getting used within these other places as well. This solution may or may not work for your company and your situation. You'll need to take a close look at your processes to see whether this solution works for you. After setting them to reference the newly recreated fields, disable or turn off the workflows, apex triggers and AppExchange apps so they can’t take any action. If you have formula fields using these new fields, you can also evaluate where your formula fields are used to check what needs to be updated or switched off that uses those. Then, when the backfill process is completed, re-enable them to turn them back on again. As with the previous solution, you'll need to take a close look at your processes to see whether this solution works for you. API Access All editions of Salesforce require API access for any integration to work. Professional Edition API calls were previously included as part of the integration while Enterprise and Unlimited editions required API access purchased by the customer from Salesforce. As part of this configuration change, Professional edition customers will now be required to purchase API access from Salesforce in order to continue syncing between Marketo and Salesforce. This includes the newly recreated fields as well as the rest of the integration. Salesforce Professional Edition Salesforce Professional Edition will require API access to be purchased from Salesforce to continue syncing after January 31st. This includes all components of the Marketo > Salesforce sync. MSI utilizes API calls to communicate with Marketo, so even if you are only using MSI, it will still require API access with Salesforce. Salesforce Enterprise & Unlimited Editions Enterprise and Unlimited Editions of Salesforce have already required API access to be purchased. The requirement to get API access will not have any new impact for Enterprise and Unlimited Editions of Salesforce. 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 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 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

Included in this article Overview How to identify potential issues How to identify your MSI version Where to get the newest version of MSI How to know it worked after upgrading Where to go for more information Marketo Resources Salesforce Resources Is this article helpful ? YesNo Overview Salesforce has recently introduced Shield Platform Encryption which encrypts a set of standard fields across various page layouts. Some customers with Marketo Sales Insight (MSI) installed have been experiencing issues when enabling this encryption. The Marketo development team has upgraded the MSI package and launched a redesigned version (version 1.4359.2) that is fully compatible with Salesforce’s Shield Platform Encryption.     How to identify potential issues When trying to enable Shield Platform Encryption with an older version of MSI, Salesforce will send you a failure notification email. The notification email will read:   “Encryption enablement has failed for the following fields: Account.Account Name: Apex Class: BestBetsViewEditRecreate_Controller, line 1234, column 38: encrypted field 'Name' cannot be filtered in a query call Apex Class: BestBetsViewEdit_Controller, line 1234, column 38: encrypted field 'Name' cannot be filtered in a query call Apex Class: MarketoAnalyzerController, line 8, column 21: encrypted field 'name' cannot be filtered in a query call See this page for information about why enablement can fail: help.salesforce.com/HTViewHelpDoc?id=security_pe_validation_errors.htm&language=en_US   Thank You, Salesforce Developers developer.salesforce.com”     If you receive this email, you’ll need to upgrade to the newest version of MSI.     How to identify your MSI version The newest version of MSI that is Shield Platform Encryption compatible is Version 1.4359.2. If you currently have an older MSI version installed and enable the Shield Platform encryption, you will be affected by this change and need to upgrade to the newest version of MSI.   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.           Where to get the newest version of MSI The newest version of MSI is available now on the Salesforce AppExchange and you can find it right here: Marketo Sales Insight - Prioritize sales leads and close deals faster - Marketo - AppExchange     How to know it worked after upgrading Once you’ve upgraded your MSI package, you’ll be all set! However, there’s an easy way to verify and be sure that it’s working properly with the new Shield Platform Encryption.   After upgrading MSI, when enabling the encryption you will receive another notification email from Salesforce, but this one is your confirmation email that it was successful.   This success confirmation email will read:   “Encryption has been enabled for the following fields: Account: Account Name Contact: Name   Thank You, Salesforce Developers developer.salesforce.com”     Where to go for more information If you have any trouble with this along the way, here are some resources for you to get help.   Marketo Resources Newest MSI AppExchange Package: Marketo Sales Insight - Prioritize sales leads and close deals faster - Marketo - AppExchange Upgrading MSI for Salesforce1: Upgrade Marketo Sales Insight for Salesforce1 - Marketo Docs - Product Docs If you have any trouble with your MSI package, please feel free to reach out to Marketo Support by any of the methods listed here: Contact Marketo Support   Salesforce Resources Salesforce has information available online to help you with their Shield Platform Encryption. Salesforce Shield Platform Encryption demo: Demo: App Cloud - Salesforce.com Salesforce Shield Platform Encryption Implementation Guide: resources.docs.salesforce.com/202/latest/en-us/sfdc/pdf Salesforce Shield Platform Encryption Setup Guide: Set Up and Manage Shield Platform Encryption Unit | Salesforce  

Note: Once you have migrated to Admin Console, you can manage your support cases through the feature provided in the Admin Console Platform. To learn more, visit: https://experienceleague.adobe.com/docs/customer-one/using/home.html. Once you have submitted a case to Marketo support, we provide a simple way of staying connected to your case and the cases submitted from your company through the Marketo Support Portal. You can access the support portal through your Marketo instance by selecting Community in the top right corner: This is a article attached imageThis is a article attached image You can also access the support portal directly at support.marketo.com and login with your Marketo credentials (login and password). This will not work for users with SSO.   Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history. Navigate to My Case management: This is a article attached imageThis is a article attached image From the My Cases navigation you can access the following case views: This is a article attached imageThis is a article attached image My Recent Cases* - Cases that you have opened in the past 30 days All Company Recent Cases* - Cases that any authorized support contact has opened in the past 30 days My Open Cases – Cases created by you that are being triaged by Support and pending Support’s response and are more than 30 days old My Closed Cases – Cases that were created by you and are now closed My Awaiting Fix Cases – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date All Company Closed Cases – Cases that were created by you or your colleagues that are now closed All Company Open Cases - All open cases submitted for the account Company Awaiting Fix Cases – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date Management Escalations - Escalations opened by you or your colleagues  Survey Cases - Surveys that are available for you to fill out after a case is closed *Cases that have been opened for more than 30 days will move from Recent cases to Open cases   To view specific case details, click a case number. This is a article attached imageThis is a article attached image From the Case Details, you can perform the following: Close your Case - Select the "My Case is Resolved" button to close your case Add Comments - Provide additional comments to support or respond to a Support question Add Attachment - Provide any screenshots or documents that will help illustrate the issue you are reporting   If your case has been closed there are two options available to you.   Reopen - You can reopen your case if you are not satisfied with the case resolution by adding a comment in the case. Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.

The fields and records that will sync from Salesforce are defined by the permissions of the Marketo sync user. Therefore, if you want to prevent specific records or fields from syncing with Marketo, change the permissions of the sync user so they do not have access to the records and fields you do want to sync. Alternatively, you can work with Marketo Support to set up a Custom Sync Filter that will prevent records from syncing based on the value in a specified field. Restricting Leads from Syncing to SFDC With Sync Filters 

Included in this article   Overview Sync Filters for Existing SFDC Integrations Sync Filters for New SFDC Integrations Overview It is often necessary to prevent specific leads from syncing between Marketo and SFDC. There are a few different ways this can be done, such as sharing rules on the SFDC side, but the most effective way is through a Marketo Custom Sync Filter.   A Custom Sync Filter uses a custom field to mark each lead record to indicate whether that lead is allowed to sync between Marketo and SFDC. Here’s how to get it set up!     Sync Filters for Existing SFDC Integrations   If you already have an SFDC integration in place but want to stop some already-synced leads from continuing to sync, this section will show you how to make that change.   1. Create a new custom field in Salesforce. The Marketo bi-directional sync will automatically identify the new custom field and map it between Marketo and Salesforce. The best field type to use is a Checkbox field within Salesforce and the field will need to be created on the Salesforce Object that needs to be filtered (i.e. Lead, Contact, or both). Once the field has been created in Marketo by the bi-directional sync, it will be listed under Admin > Field Management.   Note: A Custom Sync Filter field can also be created on the Account object to dictate whether an account is allowed to sync. This sync filter will be applied independently from the Lead/Contact sync filter.   2. Update the records in Salesforce with the corresponding value you need to indicate whether the record should sync or not. Sync filters can be set up in two ways—a True/Checked value can indicate that a record is allowed to sync, or a True/Checked value could indicate that a record is not allowed to sync. This choice is up to you.   3. The Custom Sync Filter can now be implemented. Contact Marketo Support and request a Custom Sync Filter be activated. Be sure you include the custom field name, which configuration you need (checked=sync vs checked=don’t sync), and all records have been populated with the correct values. Once it has been applied, you’re all done!     Sync Filters for New SFDC Integrations   If you are setting up a new SFDC integration with Marketo, you can set up the sync filter as part of the integration process. This will let you designate which leads and contacts are ever allowed to sync, but this must be done in the middle of the initial SFDC sync process.   1. Create a new custom field in SFDC. The best field type to use is a Checkbox field, and you’ll need to set it up with the same name on both the Lead and Contact objects. Note: A Custom Sync Filter field can also be created on the Account before the initial sync, and it will be applied in the same way.   2. Update the records in Salesforce with the corresponding value you need to indicate whether the record should sync or not. Sync filters can be set up in two ways—a True/Checked value can indicate that a record is allowed to sync, or a True/Checked value could indicate that a record is not allowed to sync. This choice is up to you.   3. Begin your Salesforce Sync Setup but do not finish it. There are two sets of Salesforce Sync installations, one for Enterprise/Unlimited Edition and the other for Professional Edition. For both Enterprise/Unlimited and Professional Edition versions, three documents correspond to the three different steps: “Step 1 of 3”, “Step 2 of 3,” and “Step 3 of 3”. For both versions, complete all steps of “Step 1 of 3” and “Step 2 of 3”. When you get to “Step 3 of 3”, you will only do the first half of the steps and then stop. Complete the sections “Retrieve Sync User Security Token” and “Set Sync User Credentials,” and then stop there. Do not proceed to start the sync.   4. This is when the sync filter needs to be implemented. Contact Marketo Support and request a Custom Sync Filter be activated. Be sure to include the custom field name, which configuration you need (checked=sync vs checked=don’t sync), and note that all records have been populated with the correct values. Once it has been applied and the Marketo Support case is resolved, you’re done and can start your initial SDFC sync!

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

Included in this article Overview Use Sync User Login Check Field Level Security Overview If you've ever had trouble getting a field or field value to sync between Salesforce and Marketo, the most common problem is that the Salesforce sync user doesn't have permissions to access that field.   Since different users have different permissions to access fields based on their roles, not every field or record is visible to every user. However, there can be cases when a user needs access to fields which are not accessible. For example, if a program needs to be tested but the field is not accessible, or the user may have been simply missed from the permissions. In such cases, you can check whether the sync user can see that field.     Use Sync User Login To find if your sync user has permissions to access the field, check the Salesforce integration ID. Navigate to Admin > Salesforce and check the Credentials. This will give you the login ID. Your Salesforce Admin should have the password for that login ID.       Next, log into your CRM using those SFDC sync user credentials.       Navigate to the lead/contact record.       Check to see if the field shows on the lead record. If the field is not visible, that means that your sync user does not have permissions enable to access that field.       Check Field Level Security If the field isn't visible, we need to check the Field Level Security for the fields. This is where the fields will be listed with checkboxes indicating whether the field is to be accessible or not.   1. Go to Setup.       2. Navigate to your Profile.       3. Go to the section “Field Permissions.”     Here you’ll be able to see the fields and their corresponding permissions. Restricted permissions could be a reason why the SFDC sync user cannot see a field or record. Therefore, you may need to make changes here to allow permissions to view it.

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