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(Article Updated - August 2024) Overview A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop to inbox delivery rates if the IPs or domains involved with sending email are listed on a blocklist. Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When an impactful listing occurs, we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved. There are thousands of blocklists, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions. How it works: Unlike many blocklists, Spamhaus lists senders manually. This means they are proactively watching sender activity, collecting data, and base listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well. Next Steps: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist SpamCop Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions, but it makes it to the Tier II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. How it works: SpamCop lists IPs for one of two reasons: Either the email hit SpamCop spam trap addresses OR A SpamCop user has reported the email unwanted. Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation Blocklist resolution flowchart Successful lead reconfirmation What is a blocklist?

Included in this article How many total named accounts can I have within Marketo TAM? How many account lists can be created? How many Named Accounts can be added to the Account List? Is Marketo TAM Workspace specific? Which lead attributes are used for Lead-to-Account Matching? How are strong lead matches to Named Accounts determined? How are weak lead matches to Named Accounts determined? How can you make Marketo TAM automatically associate leads to Named Accounts? Do I see all the CRM accounts in the Discover CRM grid? Does the number of CRM accounts match the number of CRM accounts shown in Discover CRM grid? What does the Discover Marketo Companies grid show? What happens if I delete Named Accounts? Can I merge duplicate companies or CRM accounts manually in Marketo? How is the week-over-week engagement over time chart determined and how frequently it is calculated? How is the week-over-week pipeline chart determined and how frequently it is calculated? How is the week-over-week revenue chart determined and how frequently it is calculated? Does Marketo TAM backfill data for engagement over time charts? How far back can I see engagement over time, pipeline and revenue charts? How far back are email and web activities calculated for? How is pipeline determined? How frequently are account scores calculated? How is Currency calculated? Does Marketo TAM support Account hierarchy? Additional Documentation How many total named accounts can I have within Marketo TAM? There is no limit from a product perspective. How many account lists can be created? 1,000 How many Named Accounts can be added to the Account List? 500 Is Marketo TAM Workspace specific? No. Named Accounts are visible to all the Workspaces. But Lead Partition rules are still honored. Which means you can see a named account in multiple Workspaces but depending on the Lead Partition rules, you can only see leads belonging to the corresponding Workspace within that named account. Which lead attributes are used for Lead-to-Account Matching? It is based on 3 lead attributes: Email Domain, IP Address and Company Name. We convert Email Domain and IP address to the Company Names and match all 3 to identify strong and weak matches. How are strong lead matches to Named Accounts determined? When the Company Name matches 3 out of 3, or 2 out of 3 times, then we consider this a strong match. How are weak lead matches to Named Accounts determined? When the Company Name matches only 1 out of 3 times, then we consider this a weak match. How can you make Marketo TAM automatically associate leads to Named Accounts? When you create a Named Account from any of the Discover grids, Marketo creates rules which then going forward are used to do automatic association of leads from the company to Named Accounts. Do I see all the CRM accounts in the Discover CRM grid? Yes, all the CRM accounts that are synced in Marketo show up here Does the number of CRM accounts match the number of CRM accounts shown in Discover CRM grid? Not necessarily. Marketo ABM does light de-duplication by CRM account names. First, we remove company suffixes before matching to company names. (Ex: Co, Corp, Corporation, Gmbh, Inc, Incorporated, LLC, LLP, LP, Ltd, PA, PC, PLC, PLLC). Second, we merge companies or CRM accounts in Marketo with duplicate names (not case sensitive) What does the Discover Marketo Companies grid show? This grid shows all the CRM accounts as well as Marketo Companies that we found in the Marketo lead database. What happens if I delete Named Accounts? None of the leads associated with the Named Accounts will be deleted. You can always go back to the Discover Companies grid and re-create the Named Account. Can I merge duplicate companies or CRM accounts manually in Marketo? Yes. You can use Discover Marketo Companies to do that. How is the week-over-week engagement over time chart determined and how frequently it is calculated? We take daily account scores and show the maximum account score for that week. This chart is calculated every 8 hours. How is the week-over-week pipeline chart determined and how frequently it is calculated? We add the total sum for the 'Amount' of all opportunities except closed-won and closed-lost. We show opportunity amount on last day of the week. This chart is calculated every 24 hours. How is the week-over-week revenue chart determined and how frequently it is calculated? We add the total sum of the 'Amount' of all the closed-won opportunities on a weekly basis. This chart is calculated every 24 hours. Does Marketo TAM backfill data for engagement over time charts? No. Engagement is tracked from the time Named Accounts are created. We don't backfill. How far back can I see engagement over time, pipeline and revenue charts? 90 Days. How far back are email and web activities calculated for? 30 Days. How is pipeline determined? Pipeline is calculated as a sum total of 'Amount' for all open opportunities except closed-won and closed-lost in CRM accounts. How frequently are account scores calculated? Every 30 minutes. How is Currency calculated? Currency is the Subscription currency. Marketo ABM does not covert the currency. Does Marketo TAM support Account hierarchy? Not in this current version, but it is planned for future versions. Additional Documentation Here are some links to related Documentation that you may find useful: Target Account Management (previously ABM) - Troubleshooting Tips Target Account Management Overview - Marketo Docs - Product Docs TAM - Issue a License - Marketo Docs - Product Docs TAM - Permissions - Marketo Docs - Product Docs TAM - Configure CRM Mapping - Marketo Docs - Product Docs TAM - Account Score - Marketo Docs - Product Docs TAM - Account Lists - Marketo Docs - Product Docs TAM - Add People to a Named Account - Marketo Docs - Product Docs TAM - Discover Accounts - Marketo Docs - Product Docs TAM - Lead to Account Matching - Marketo Docs - Product Docs TAM - Named Accounts - Marketo Docs - Product Docs TAM - Account Filters - Marketo Docs - Product Docs TAM - Account Triggers - Marketo Docs - Product Docs TAM Main Dashboard - Marketo Docs - Product Docs TAM - Account List Insights - Marketo Docs - Product Docs TAM - Named Account Dimension in RCA - Marketo Docs - Product Docs TAM - Named Account Insights - Marketo Docs - Product Docs

Issue Lead activity log shows "Change segment" or "Add to Segment" for a segmentation (i.e. "Change Title to "Directors") The named segmentation ("Title") does not show up in the segmentation list in Database Environment Marketo instance with the Target Account Management feature Solution Even though the activity log shows a segment activity, the segment is actually a Persona, which is a feature of Target Account Management.

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 image You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password). This will not work for users with SSO. Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history. Navigate to My Case management: This is a article attached image From the My Cases navigation you can access the following case views: This 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 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.

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

Issue Clearing cache and cookies in your browser will fix a number of different problems related to page display, browser errors, and login issues. Solution Here are links to the support articles on how to clear cache and cookies for the most commonly used browsers. Chrome Clear cache and cookies - Computer - Google Account Help FireFox How to clear the Firefox cache | Firefox Help Internet Explorer https://support.microsoft.com/en-us/help/278835/how-to-delete-cookie-files-in-internet-explorer Microsoft Edge Microsoft Edge, browsing data, and privacy – Microsoft privacy

Marketo Support's Mission is: To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success. Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any technical questions or concerns. TSEs are responsible for troubleshooting issues within your Marketo instance and common include: My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code: Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API Our TSEs are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience. Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented. Response Time Our TSEs are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services. We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to Service Level Targets.

Included in this article Lead-to-Account Matching Why aren't leads automatically associating with my named accounts? Why do the incorrect leads get associated with my Named Accounts? Discover CRM Accounts or Discover Marketo Companies Why do I see fewer numbers of CRM accounts in the Discover CRM account grid than in my CRM system? Why can't I see the new contacts and opportunities automatically associated with my Named Account that I created based on that CRM account? I can't see any company names in Discover CRM grid or Discover Companies grid. I have a bunch of leads from a specific company, but I don't see this company in the Discover grid. Top Accounts Why I can't see any named accounts in my Top Named Account list? Top People Why can't I see people with stars and flames at account level? Interesting Moments Why don't I see Interesting Moments at account level? Email Activities Why can't I see Email metrics such as number of emails sent at account level? User License Why can't my users see the new ABM Tile? User Permission Why can't I create/edit/delete a Named Account, Account Lists etc. Logos Why can't I see the Logo for my Named Account? Additional Documentation Lead-to-Account Matching Why aren't leads automatically associating with my named accounts? Because the named accounts have not been created from the Discover Company grid or Discover CRM grid. Marketo TAM only supports automatic association when you create Named Accounts from Discover grids. Why do the incorrect leads get associated with my Named Accounts? The most common cause of this is an error made associating the company to the incorrect Named Account. The Support team has the ability to delete the rule for further association of the wrong leads to accounts. Contact Marketo Support for more detailed information. Discover CRM Accounts or Discover Marketo Companies Why do I see fewer numbers of CRM accounts in the Discover CRM account grid than in my CRM system? Marketo TAM de-duplicates the CRM accounts based on their account name. (e.g. the 2 CRM Accounts "Acme" and "acme" would show as 1 company in discover grids). Why can't I see the new contacts and opportunities automatically associated with my Named Account that I created based on that CRM account? Make sure the Named Account was created from the Discover CRM grid. Make sure the CRM account name in the CRM system has not changed. If it has been changed, then go back to the Discover CRM grid and associate the new CRM record in this grid with the existing Named Account. I can't see any company names in Discover CRM grid or Discover Companies grid. This will require help from the Support team. Contact Marketo Support for more detailed information. I have a bunch of leads from a specific company, but I don't see this company in the Discover grid. It can take a few minutes up to a few hours to process the new leads in the lead database before the company is proposed on the Discover grid. Check if the leads were recently created in the system. The company name on the leads could be different than the company name in the Discover grid. One of the databases we use matches companies to domains used, but another one may have a different company listed, which will get sorted out as the databases update the records. This issue could also be caused by information from those leads coming from an ISP, or if they have public email domains (e.g. Gmail, Yahoo). We don't show these company names in the Discover grid. Top Accounts Why I can't see any named accounts in my Top Named Account list? TAM won't show Named Accounts in Top Accounts with ZERO pipeline or ZERO account score. Top People Why can't I see people with stars and flames at account level? This will happen if your subscription doesn't have Sales Insight enabled Interesting Moments Why don't I see Interesting Moments at account level? This will happen if your subscription doesn't have Sales Insight enabled Email Activities Why can't I see Email metrics such as number of emails sent at account level? This will happen if your subscription doesn't have Email Insights enabled User License Why can't my users see the new TAM Tile? Each user must have an TAM license issued in order to access the tile. User Permission Why can't I create/edit/delete a Named Account, Account Lists etc. This will happen if the user doesn't have permissions enabled to create/edit/delete Named Accounts. Logos Why can't I see the Logo for my Named Account? Logos are not supported when you merge 2 companies into 1 Named Account Additional Documentation Here are some links to related Documentation that you may find useful: Account Based Marketing (ABM) FAQ - Product Facts & Figures Target Account Management Overview - Marketo Docs - Product Docs TAM - Issue a License - Marketo Docs - Product Docs TAM - Permissions - Marketo Docs - Product Docs TAM - Getting Started With TAM - Marketo Docs - Product Docs TAM - Account Score - Marketo Docs - Product Docs TAM - Account Lists - Marketo Docs - Product Docs TAM - Add People to a Named Account - Marketo Docs - Product Docs TAM - Discover Accounts - Marketo Docs - Product Docs TAM - Lead to Account Matching - Marketo Docs - Product Docs TAM - Named Accounts Overview - Marketo Docs - Product Docs TAM - Account Filters - Marketo Docs - Product Docs TAM - Account Triggers - Marketo Docs - Product Docs TAM - Main Dashboard - Marketo Docs - Product Docs TAM - Account List Insights - Marketo Docs - Product Docs TAM - Named Account Dimension in RCA - Marketo Docs - Product Docs TAM - Named Account Insights - Marketo Docs - Product Docs

Included in this article How many total named accounts can I have within Marketo ABM? There is no limit from a product perspective. How many account lists can be created? 1,000 How many Named Accounts can be added to the Account List? 500 Is Marketo ABM Workspace specific? No. Named Accounts are visible to all the Workspaces. But Lead Partition rules are still honored. Which means you can see a named account in multiple Workspaces but depending on the Lead Partition rules, you can only see leads belonging to the corresponding Workspace within that named account. Which lead attributes are used for Lead-to-Account Matching? It is based on 3 lead attributes: Email Domain, IP Address and Company Name. We convert Email Domain and IP address to the Company Names and match all 3 to identify strong and weak matches. How are strong lead matches to Named Accounts determined? When the Company Name matches 3 out of 3, or 2 out of 3 times, then we consider this a strong match. How are weak lead matches to Named Accounts determined? When the Company Name matches only 1 out of 3 times, then we consider this a weak match. How can you make Marketo ABM automatically associate leads to Named Accounts? When you create a Named Account from any of the Discover grids, Marketo creates rules which then going forward are used to do automatic association of leads from the company to Named Accounts. Do I see all the CRM accounts in the Discover CRM grid? Yes, all the CRM accounts that are synced in Marketo show up here Does the number of CRM accounts match the number of CRM accounts shown in Discover CRM grid? Not necessarily. Marketo ABM does light de-duplication by CRM account names. First, we remove company suffixes before matching to company names. (Ex: Co, Corp, Corporation, Gmbh, Inc, Incorporated, LLC, LLP, LP, Ltd, PA, PC, PLC, PLLC). Second, we merge companies or CRM accounts in Marketo with duplicate names (not case sensitive) What does the Discover Marketo Companies grid show? This grid shows all the CRM accounts as well as Marketo Companies that we found in the Marketo lead database. What happens if I delete Named Accounts? None of the leads associated with the Named Accounts will be deleted. You can always go back to the Discover Companies grid and re-create the Named Account. Can I merge duplicate companies or CRM accounts manually in Marketo? Yes. You can use Discover Marketo Companies to do that. How is the week-over-week engagement over time chart determined and how frequently it is calculated? We take daily account scores and show the maximum account score for that week. This chart is calculated every 8 hours. How is the week-over-week pipeline chart determined and how frequently it is calculated? We add the total sum for the 'Amount' of all opportunities except closed-won and closed-lost. We show opportunity amount on last day of the week. This chart is calculated every 24 hours. How is the week-over-week revenue chart determined and how frequently it is calculated? We add the total sum of the 'Amount' of all the closed-won opportunities on a weekly basis. This chart is calculated every 24 hours. Does Marketo ABM backfill data for engagement over time charts? No. Engagement is tracked from the time Named Accounts are created. We don't backfill. How far back can I see engagement over time, pipeline and revenue charts? 90 Days. How far back are email and web activities calculated for? 30 Days. How is pipeline determined? Pipeline is calculated as a sum total of 'Amount' for all open opportunities except closed-won and closed-lost in CRM accounts. How frequently are account scores calculated? Every 30 minutes. How is Currency calculated? Currency is the Subscription currency. Marketo ABM does not covert the currency. Does Marketo ABM support Account hierarchy? Not in this current version, but it is planned for future versions. Additional Documentation Here are some links to related Documentation that you may find useful: Account Based Marketing (ABM) - Troubleshooting Tips Account Based Marketing Overview - Marketo Docs - Product Docs Account Based Marketing - Issue a License - Marketo Docs - Product Docs Account Based Marketing - Permissions - Marketo Docs - Product Docs Account Based Marketing - Configure CRM Mapping - Marketo Docs - Product Docs Account Based Marketing - Account Score - Marketo Docs - Product Docs Account Based Marketing - Account Lists - Marketo Docs - Product Docs Account Based Marketing - Add People to a Named Account - Marketo Docs - Product Docs Account Based Marketing - Discover Accounts - Marketo Docs - Product Docs Account Based Marketing - Lead to Account Matching - Marketo Docs - Product Docs Account Based Marketing - Named Accounts - Marketo Docs - Product Docs Account Based Marketing - Account Filters - Marketo Docs - Product Docs Account Based Marketing - Account Triggers - Marketo Docs - Product Docs Account Based Marketing - ABM Main Dashboard - Marketo Docs - Product Docs Account Based Marketing - Account List Insights - Marketo Docs - Product Docs Account Based Marketing - Named Account Dimension in RCA - Marketo Docs - Product Docs Account Based Marketing - Named Account Insights - Marketo Docs - Product Docs

Issue You are experiencing slow processing of campaigns, smart lists, and reports. Solution There are three key components that can slow down an instance: Number of trigger campaigns: Trigger campaigns are always on, always listening. If there are 50 campaigns triggering at the same time, all the 50 triggers will be in queue, slowing down your processing and routing inside Marketo. Solution: Reduce the number of Triggers. Convert some of the triggers to batches: Batches also run all the flow steps for every lead at once, instead of serially, which reduces total processing time. Complexity of smart lists: The more complex a smart list, the harder it is for the system to figure it out, which increases backend processing and even creates campaign failures from timeouts. Solution: Reduce the number of nested smart lists called in a smart list. Whenever you ask Marketo to call another Smart List, it has to wait until all of the other smart lists finish, before putting together the final counts. Instead of Marketo looking for the list and running it, just put the filters in the trigger itself. Volume of Leads: With regular cleaning and good systems design, it is fairly easy to keep your system running fast. Reduce the number of leads that can flow through with filters. Clean up the inactive leads at regular intervals.

Issue Users for your Marketo instance are unable to log into the instance. Solution Check your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it. In this situation, please contact your Marketo Account Representative to discuss the status of the instance and regaining access.

If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution. Caution: If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1: Americas: +1.877.270.6586, Direct: +1.650.376.2303 Europe, Middle East, & Africa: +353 (0)1 242 3030, UK: 0800 151 3030 Asia Pacific: +61 2 8031 8188 Japan: +81.03.4233.9014 How to Escalate: Step 1. Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Support tab and click on the “My Case Management” button. NOTE: You will need an open or recently closed case in order to escalate to support leadership. This is a article attached image Step 2. From here you will need to click on either an open or a recently closed* case: This is a article attached image *Support Cases that have been closed for longer than 10 days are no longer eligible to be re-opened and we ask that you open a new support ticket for your current issue prior to escalating to a Support Manager. We ask that you have an open support ticket for a Support Manager to be able to address specific issues. Step 3. After selecting a case, click on the Escalate to Manager button: This is a article attached image Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button. This is a article attached image Once your support escalation case has been submitted a Marketo Support Leader will contact you within 1 business day of your support region's support hours to address the issue.

Named Accounts (or Account Based Marketing) module is sold separately. If you did purchase this module follow these instructions to create a new Named Account list. Common issues when uploading a new list: 1. Getting the following error message: Total number of records exceeded Is this article helpful ? YesNo Root cause: Each account is eligible for up to 10,000 named account records. Contact your account manager to purchased an additional package of records or remove old lists. 2. Getting the following error message: Your account is not enabled for uploading Named Account Lists. Contact your account manager for more details Root cause: You didn't purchase the Named Accounts module or your account has misconfigured and this module is disabled - contact support.

This is a article attached image Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs: Online (Legacy) Business or PREMIER SUPPORT BUSINESS (Legacy) Premier or PREMIER SUPPORT ENTERPRISE (Legacy) Elite or PREMIER SUPPORT ELITE Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P4. Here are the SLTs and priority levels for each Support Service: Priority Online (Legacy) Business PREMIER SUPPORT BUSINESS (Legacy) Premier PREMIER SUPPORT ENTERPRISE (Legacy) Elite PREMIER SUPPORT ELITE P1 1 hour 1 hour 1 hour 30 minutes 30 minutes 30 minutes 15 minutes P2 4 hours 3 hours 2 hours 2 hours 1 hour 2 hours 30 minutes P3 6 hours 5 hours 4 hours 4 hours 2 hours 2 hours 1 hour P4 3 days 1 day 1 day 1 day 1 day 1 day 1 day Here are the descriptions for each priority level: Priority Description P1 Mission Critical: Core business function down or potential loss of mission critical data P2 Urgent: Major feature or workflow is not functioning. Mission critical workflow and majority of user community is not blocked P3 Important: Normal usability or task completion is impacted but functional, or workaround is available P4 Minor: Minor issue requiring a correction. Normal workflow is not impacted Find more information About Support here!

Adobe Marketo offers a number of ways to contact Marketo Support directly for assistance from our different support regions. Further details about your Adobe Success Plan can be found HERE. Note: If your Marketo Instance and Users have been migrated to Admin Console, refer to this Admin Console Overview page for managing the Adobe entitlements across your organization and to engage Marketo Support. Marketo Support Portal (https://support.marketo.com) The Marketo Support Portal features a web form to submit support cases to Marketo Support. The form provides Authorized Support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer. We encourage you to leverage our Best Practices when submitting your case to Marketo Support. Support Services – Regions, Hours, and Languages Authorized Support contacts can engage Marketo Support by calling one of our Adobe Enterprise Phone Numbers for your region. Live Telephone and Online Technical Support Priority 1 incidents: 24x7x365 via phone or online support case Priority 2-4 incidents: Support available during regional business hours via chat or online support case. Regional Business Hours Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents. If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact. Languages Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce. With the above exception, all Support will only be provided in English. Support Access Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services. Regional Business Hours for Support Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents. Americas Europe, Middle East & Africa Asia Pacific Japan 6 am – 5:30 pm 9 am – 5 pm 9 am – 5 pm 9 am – 5 pm

Marketo Champions are customers who have demonstrated outstanding leadership in the Marketo Community, are experts in Marketo products, are avid contributors in the social world, and are loyal advocates of the Marketo brand. Benefits and perks our Champions receive include: Access: Meetings with our product and marketing teams to give exclusive feedback Previews: Given early previews to products, features, and releases when available Publicity: Exclusive speaking opportunities at our annual Marketo Summit and other events Networking: Special networking events with Marketo executives and fellow Champions and semi-annual conference calls Ownership: Ownership of content and exclusive activities at our annual Marketo Summit that showcase your expertise and thought leadership Credibility: Special Champion badge on Marketo Community profiles, and profiled on Marketo's corporate website Sweet Swag: Champion-exclusive swag To find out more information and apply, click here. To view a complete list of current Champions, click here. Join the Marketo Elite Today!

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Target Account Management (previously ABM) FAQ - Product Facts and Figures

Segmentation - Leads Assigned to a Segmentation that does not appear to exist

Managing your Support Cases

Support Portal Access Issues

How to Clear Cache and Cookies

Marketo Support Policies

Target Account Management (previously ABM) - Troubleshooting Tips

Account Based Marketing (ABM) FAQ - Product Facts & Figures

Marketo Running Slow

Unable to Access Marketo Instance

How accurate is the geolocation targeting

Escalating a Support Issue

Can't upload a Named Accounts list in RTP

Service Level Targets (SLT)

Contact Adobe Marketo Engage Support

Marketo Champion Program

Customer User Guide - Marketo Customer Support Links