Knowledgebase

Issue When creating a Smart List with a "Member of SFDC Campaign" filter, the SFDC Campaign is visible on the drop-down list, yet it throws an error when selected and the Smart List is loaded: "Error running Smart List: Check your Smart List configuration" Solution Things to check: The campaign has been re-named in SFDC or has been deleted. It could also be that somehow a "space" has been entered before the campaign name. For example, Marketo is looking for "SFDC Campaign Name" and SFDC has it as " SFDC Campaign Name" or "SFDC Campaign Name ". The campaign is present and active in SFDC, but is not visible to the sync user. The Marketo Sync User details can be located in [Admin > Integration > Salesforce > Username] This can be checked by logging in to SFDC as the Marketo sync user and verify that the campaigns are present with the correct name and activated for that sync user.    

Issue Lead owners are required when syncing a lead to Salesforce, but is there a way we can sync them without assigning a lead owner? Yes there is, and it's called lead queues!     Solution How to do it: Lead queues must be set up in Salesforce first. Like lead owners, the queues must be visible to the Marketo Sync user before they can be selected. Select the lead queue you want leads to be assigned to in the 'Sync Lead to SFDC' or 'Change Lead Owner' flow steps. Qualified leads that pass through this flow step with then be synced to Salesforce and assigned to the lead queue rather than a lead owner. A few important notes: Only leads can be assigned to a lead queue, contacts cannot and must be assigned an owner. Assignment rules in Salesforce can conflict with the request sent from Marketo. Double check these assignment rules to make sure there are no conflicts.  

Issue When there is a change to a field in your CRM that is mapped to a Marketo score type field, the next time the sync processes the change will be reverted and there will be a "Sync Person Updates" activity logged showing that the original value got pushed back from Marketo to the CRM. Solution Score type fields are designed to be managed solely by Marketo, since that is a unique field type to our system.  Scoring is intended to be handled by the scoring campaigns that you set up in Marketo, and pushed to the CRM if necessary. If you have a score field that you intend to put processes in place where your CRM will be updating the values, simply make sure that the Marketo field that it is mapped to is an Integer type field.  

Issue Salesforce is going to change your instance sub-domain from NA#1.salesforce.com to NA#2.salesforce.com. What measures should you take in order to make sure that our sync works? Solution Marketo accesses SFDC with the API login endpoint, so a change in the login domain that you use would not affect the Sync user. Marketo and SFDC sync should continue to work irrespective what domain SFDC belongs to. If a change happened to SFDC that affected the sync user, such as its credentials or the SFDC OrgID changed, then Marketo would need to be updated If there is an issue with your sync after updating the SFDC domain, try the following to resolve the issuce. Change your SFDC Sync User's password. Issue a new security token. Re-enter the credentials within Marketo Admin >Salesforce. If it doesnt resolve the sync issue, contact Marketo support and they will be able to help you out.    

Issue When using the Filter 'Member of SFDC Campaign' in the Smart List and checking the people tab to see which records are qualified, this message occurs: Could not evaluate rule 1 (SFDC Campaign 'Campaign Name' not found) Note: it may state could not evaluate rule # - # can be any number, if the filter is number 5.  # will equal 5   Solution The Fix Ensure the that the SFDC Campaign being referenced in the Smart List is an ACTIVE campaign The Why This error occurs due to the SFDC Campaign not being an active campaign in SFDC. You may be wondering "Then why can I select the SFDC campaign in the drop down?" This is because the Smart List Filter specifically 'Member of SFDC Campaign' similar to 'Has Opportunity' filter reference a backend table in Marketo. This backend table is updated when a SFDC Campaign is removed or renamed. Therefore, Marketo does not directly perform an API call to check if the campaign is selectable, but rather uses the backend table as reference. One way to check in Marketo if the SFDC Campaign is active is to check the 'Added to SFDC Campaign' Trigger in a Smart Campaign's Smart List as that dropdown will only show active campaigns.  

Issue Sometimes you may get this error when trying to sync a Marketo Program to an SFDC Campaign -  "Not allowed: Salesforce campaign contains incompatible statuses", even though the statuses match in the Marketo program and SFDC campaign.   Solution Check for the statuses in the Marketo program channel and SFDC campaign - you will see the same statuses. This error occurs if there is any case-sensitive error in the statuses. For example, if your Marketo program has the following statuses: Attended, Registered, Unable to Attend and the SFDC campaign has Attended, Registered, Unable to attend. Then you will encounter the above error. You have to change the status in Marketo as "Unable to attend" or change the status in SFDC Campaign as "Unable to Attend"  in order to fix this.    

Issue By default, new Marketo person records will not automatically sync to Salesforce to create new Lead records. There are other actions required to get these new records into Salesforce. Solution In order for new Marketo person records to sync over to create new Salesforce Lead records, they will need to be run through a Sync Person to SFDC flow step or be given a member status in a Program that is synced to a Salesforce Campagin. Sync Person to SFDC flow action: You can sync a new Marketo person record to Salesforce using this flow action as either a single step flow action or as a flow step in a smart campaign. Single-Step Flow Action: In Lead Database, select the Marketo person records you want to sync, click Person Actions > Salesforce > Sync Person to SFDC Flow Step: Creating a smart campaign that utilizes the Sync Person to SFDC flow step will sync the Marketo person record to Salesforce. Note: Other SFDC flow steps, such as Change Lead Owner, or Change SFDC Campaign status, will also sync the record to Salesforce, since the record must be in Saleforce in order for these steps to execute. Program Member Status Sync: Giving a new Marketo person record a member status in a Program that is synced to a Salesforce Campaign will sync that new person record to Salesforce during the next scheduled Salesforce sync.    

Issue When you use the "Add to SFDC Campaign" flow step, and the lead isn't already in SFDC, this step will sync the lead to SFDC, and you want to know which assignment rules will be applied.   Solution The SFDC auto-assignment rule will be used. To explain this further, if for some reason you don't have lead assignment rules firing properly in Salesforce, it will be assigned to what is called the "Default Lead Owner" in Salesforce. It's not just "Add to Salesforce Campaign" that uses what is called "implied Salesforce actions". All of the following flow steps will sync the lead to Salesforce first before running the flow step if the person is not already synced to Salesforce: Add to Salesforce Campaign Change Status in Salesforce Campaign (this will sync them AND add them to the campaign first) Change Owner Convert Person Create Task      

Issue Description When sending an email through the ToutApp Panel within Salesforce, what email server is used? Issue Resolution The Salesforce plugin will utilize the settings for your ToutApp.com sends. In ToutApp.com you can choose to send via the ToutApp Servers or via your company's outgoing email server.

Issue Description When examining a lead's activity log, you notice a Sync Error which reads "CANNOT_EXECUTE_FLOW_TRIGGER: The record couldn’t be saved because it failed to trigger a flow. A flow trigger failed to execute the flow with version ID ______________. Flow error messages: An unhandled fault has occurred in this flow. An unhandled fault has occurred while processing the flow. Please contact your system administrator for more information. Contact your administrator for help."  Issue Resolution That error message is generated by Salesforce when Marketo tries to sync a lead that does not meet a trigger flow rule that is setup in your Salesforce instance.  Marketo has no visibility into this error message other than what is returned by Salesforce. Please take the full details of this error message to your SFDC Administrator or Support. They will be able to identify the flow or process which is preventing the sync update and make any necessary adjustments. Who This Solution Applies To Customers integrated with Salesforce

Issue Description The lead's activity log shows that the 'Sync Person to SFDC' flow step failed because of the following message:   "Failed: INVALID_CROSS_REFERENCE_KEY: Record Type ID: this ID value isn't valid for the user:"   Issue Resolution The issue is the SFDC ID value populated in the "Record Type ID" field is not considered a valid value in Salesforce for the Lead/Contact.  You'll want to work with your SFDC Admin to identify a valid value or try deleting the value in Marketo and then updating this value from the Salesforce side.     Is this article helpful ? YesNo

Included in this article Overview Due to changes in the SFDC integration, you may need to take action to continue syncing data to your Salesforce instance. The primary change affected a small number of fields syncing to your Salesforce instance, requiring the fields be recreated to continue syncing the data. Another change affected Salesforce Professional edition customers, requiring them to purchase API access from Salesforce in order to keep syncing all of the Salesforce integration, not just those affected fields. What Changes Were Made? Marketo's MLM AppExchange package has been retired. The MLM package itself didn’t do much, but was responsible for syncing 16 Marketo fields to Salesforce. The configuration update shut off the sync of data to the MLM package and these original fields. You can keep syncing the same data to SFDC but it requires creating new custom fields in SFDC. Once the fields are created, a drip process is initiated to backfill existing data from Marketo into the new fields in SFDC. The MLM package was officially deprecated as of January 31st, 2017 and data has stopped syncing to the fields created by the MLM package. The Marketo integration with SFDC Professional edition will not be able to continue with the existing API token. SFDC Professional edition customers must purchase API access from SFDC. This applies to the newly recreated fields as well as the rest of the integration. SFDC Fields Affected The configuration change stopped data from syncing from these 16 Marketo fields to their 32 corresponding SFDC fields (16 on the Lead object, 16 on the Contact object). The data in these fields inside of SFDC is no longer current. 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 Most customers only used a couple of these fields in their Salesforce instance – Lead Score and Acquisition Program. However, if your SFDC users rely on any of the 16 fields affected, you’ll need to make some quick modifications to the integration setup to recreate the fields. Keeping Field Data in SFDC The sync of data into these 32 fields has been shut off. If you want to keep syncing data from these fields to use it in SFDC, 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. Details on how to recreate these fields can be found here: Adding Marketo Fields to Salesforce 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. 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 made affected how it was passed into SFDC. No matter what, the data will be preserved inside of Marketo. SFDC Professional Edition All editions of Salesforce require API access for any integration to work. Professional Edition customers need to ensure that they have the add on of 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. Marketo Sales Insight MSI utilizes API calls to communicate with Marketo, so even if you are only using MSI and not the rest of the Marketo - SFDC integration, it will still require API access with Salesforce. 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, and 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 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 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   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 The configuration changes being made will require customers to recreate some fields if they want to still use that data within SFDC. Once the fields are recreated, the backfill process begins, which in turn starts a global resync of all leads from SFDC to Marketo. This will push a lot of data between Marketo and SFDC. To minimize the risk of a traffic jam, we will be scheduling this roll out over the course of 6 months. This gives all customers a set time frame to work with and helps to avoid peaks in traffic. If the time scheduled for you doesn’t work out, we’ll try to accommodate another time within this six month timeframe that does work well for you. Alphabetical Scheduling Details The changes being made will be staggered over 6 months in order to ensure we don’t cause any traffic jams while passing data back and forth. The best way to schedule this is to go in alphabetical order. This order will be alphabetically by your Marketo instance’s Account String, not your company name. Please check the section below for how to find your Account String. We have done a careful analysis of our customer’s lead database sizes and have grouped batches of customers together based on size of the lead databases, so some groups have more customers in them than other groups do. Each group of customers will be given a time frame to work with to recreate the fields and initiate the backfill process. Timeline The six month time frame will begin on August 15th and will continue on until the end of January, 2017. Specific Timing The customer base has been split into the following groups with times scheduled for deployment. If you intend to recreate the fields and initiate the data backfill process, here is the schedule for when you can recreate those fields: Group Customers Date Range of Deployment Group 1 Account String Begins With: 1, 2, 3, 4, 5, 6, 7, 8 or 9 August 15th to August 31st Group 2 Account String Begins With: A, B or C September 1st to September 30th Group 3 Account String Begins With: D, E, F, G, H, I, J, K or L October 1st to October 31st Group 4 Account String Begins With: M, N, O or P November 1st to November 30th Group 5 Account String Begins With: Q or R December 1st to December 31st Group 6 Account String Begins With: S, T, U, V, W, X, Y or Z January 1st to January 31st How to locate your Account String In your Marketo instance, navigate to Admin > Landing pages. You’ll see your Account String listed right in the middle of the screen. Scheduling Requests Marketo understands that this change could be an inconvenience and specific timing may be needed for our customers to plan accordingly. If you have a different time within the 6 month window that works better for your company, please reach out and we’ll accommodate as best we can. You can reach Marketo Support through the Support Portal, by email, or over the phone. Specifics on how to contact Marketo Support can be found here: Contact Marketo Support Info Needed for Scheduling Requests. What your preferred dates are. We’re happy to accommodate your schedule, so please be sure to tell us what that is. It’s best to give us a range or a few options of what scheduled dates work best for you, not just one set date. The details of your Marketo instance. In order to quickly identify your Marketo instance, we’ll need your Account String, which is a unique identifier for your Marketo instance. If you have more than one Marketo instance, please be sure to mention that and include the Account Strings for each one. 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 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 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 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

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!

Included in this article Overview Marketo uses a set of fields to capture certain kinds of marketing related information. If you would like this data in Salesforce, please follow the instructions below. Create three custom fields in Salesforce on the lead and contact objects: Lead Score, Acquisition Program, and Acquisition Date. Map these custom fields between leads and contacts so that on conversion in Salesforce, the values carry over. You can create other additional fields, if necessary (see the table below). All of these custom fields are optional and are not required to sync Marketo and Salesforce. As a best practice, we recommend that you do create fields for Lead Score, Acquisition Program, and Acquisition Date. Add Marketo Fields to Salesforce Add three custom fields on the lead and contact objects in Salesforce listed above. If you want to add more, see the table of available fields at the end of this section. Perform the following steps for each of the three custom fields to add them. Start with Lead Score. 1. Log into Salesforce and click Setup. 2. In the Build menu on the left, click Customize and select Leads. Click Fields. 3. Click New in the Custom Fields & Relationships section at the bottom of the page. 4. Choose the appropriate field type (for Lead Score — number; Acquisition Program — text; Acquisition Date — Date/Time). 5. Click Next. 6. Enter the Field Label, Length, and Field Name for the field, as shown in the table below. Field Label Field Name Data Type Field Attributes Lead Score mkto71_Lead_Score Number Length 10 Decimal Places 0 Acquisition Date mkto71_Acquisition_Date Date/Time Acquisition Program mkto71_Acquisition_Program Text Length 255 7. Click Next. 8. Specify the access settings and click Next: Set all profiles to Visible and "Read-Only". Uncheck "Read Only" for the profile of your sync user. Often customers have a user with the profile of a System Administrator as the sync user. If that's the case with you, then uncheck “Read Only” for the System Administrator profile as shown in the picture below. If you have created a custom profile for the sync user, then uncheck "Read-Only" for that custom profile 9. Choose the page layouts that should display the field. 10. Click Save & New to go back and create each of the other two custom fields. Click Save when you're done with all three. 11. In the Build menu on the left, click Customize and select Contacts. Click Fields. 12. Perform steps 3 through 10 for the Lead Score, Acquisition Date, and Acquisition Program fields on the contact object, just as you did for the lead object. 13. Optionally, use the above procedure for any additional custom fields from this table.      NOTE: These fields are additional optional fields you may choose to add as well. The Lead Score, Acquisition Date and Acquisition Program fields      are detailed above Field Label Field Name Data Type Field Attributes Acquisition Program Id mkto71_Acquisition_Program_Id Number Length 18 Decimal Places 0 Original Referrer mkto71_Original_Referrer Text Length 255 Original Search Engine mkto71_Original_Search_Engine Text Length 255 Original Search Phrase mkto71_Original_Search_Phrase Text Length 255 Original Source Info mkto71_Original_Source_Info Text Length 255 Original Source Type mkto71_Original_Source_Type Text Length 255 Inferred City mkto71_Inferred_City Text Length 255 Inferred Company mkto71_Inferred_Company Text Length 255 Inferred Country mkto71_Inferred_Country Text Length 255 Inferred Metropolitan Area mkto71_Inferred_Metropolitan_Area Text Length 255 Inferred Phone Area Code mkto71_Inferred_Phone_Area_Code Text Length 255 Inferred Postal Code mkto71_Inferred_Postal_Code Text Length 255 Inferred State Region mkto71_Inferred_State_Region Text Length 255 Map Custom Fields for Conversions A custom field on the lead object in Salesforce should be mapped to a contact field on the contact object so that data is carried over when a conversion occurs.  1. In the top right corner, click Setup. 2. Type "Fields" into the Nav Search without pressing Enter. Fields appears under different objects; Click Fields under Leads. 3. Go to the Lead Custom Fields & Relationships section and click Map Lead Fields. 4. Click the drop-down next to the field you want to map. 5. Select the corresponding contact custom field. 6. Repeat the above steps for any other fields you've created. 7. Click Save when you're done. Here's a video of the entire process that should make it easy to follow along: Salesforce Connector Setup

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

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

Issue: You want to find out how many daily Salesforce API calls your company has with Salesforce. Solution: From Salesforce Help Article Any user can see the number of API requests sent in the last 24 hours. To view the information, click Your Name | Setup | Company Profile | Company Information. Look for the “API Requests, Last 24 Hours” field in the right column.