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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

Summary Your global form validation rule is setup/active in Admin, and the rule is enabled on the form, but the rule isn't working. Issue Your global form validation rule is setup/active in Admin, and the rule is enabled on the form, but the rule isn't working (emails that should be blocked can still submit) Environment Admin Solution Check the rule in Admin > Global Form Validation Rules and confirm that there is no '@' prepended to the email domains. The domains should look like the below: 'gmail.com, outlook.com, acme.org...' Instead of: '@gmail.com, @outlook.com, @acme.org..." Root Cause '@' referenced in the domain name within the validation rule.

Issue Email filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in. Solution This can be remediated by white-listing the trusted IP range from the following document: https://docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions. Then log in as the dummy user and send the invitation. It will have the dummy address in the From line.

Issue A recent Smart Campaign or Email Program sent Person records in Marketo more emails than should be allowed based on settings in Communication Limit Settings in the Admin area of Marketo. Solution This is commonly caused by one of three things: The emails that sent after the communication limit was hit were Operational. To verify if this is the case, select the email asset from the menu tree on the left and review the summary of the asset in the canvas where you will see if the email is Operational or not. The Block non-operational emails checkbox is not checked in Edit Communication Limit Settings. Setting values the "Per Day" and "Per 7 Days" dropdown menus does not enforce the communication limit. In order for this limit to be enforced, the "Block non-operational emails" checkbox must be checked. Enable Communication Limits The Email Program or Smart Campaign are not set up to follow Communication Limits. Apply Communication Limits to Smart Campaign Enable/Disable Communication Limits in an Email Program

Technically, you cannot move records backwards in a progression status. The only so called “backward” status that you can change the record to is a progression status of “Not In Program”; however, doing this removes them from the membership of the program. If you do this procedure, this will allow you to re-add them with a different status. We mentioned technically this cannot be done but logically, there is another method that allows you to juggle the record’s progression status but in a more lateral movement with what appears to be in a “backward” state. This is all dependent on how you have your channel steps configured. To access your channel steps, please do the following: Choose Admin Choose Tags Click the + next to Channel Locate the channel you wish to configure and highlight it Click the drop-down menu towards the top of Tag Actions, and select Edit You should now see a pop-up window that allows you to configure the status steps for that channel like the following example: This is a article attached image If you configure statuses that have the same step number, this will allow you to move the record in a lateral movement which, in a sense, is somewhat like a backward progression but it really isn't. With the example screen capture, I can do a change in progression status of “Invited” to “Attended Show” and vice-versa because the step is with an identical number. If I wanted to change in progression status of “Invited” to “Engaged” and back, it will not work because the step value is not identical. You can reference more information about this in the Create a Program Channel article.

Issue Issue Description The user role has all the permissions to Design Studio, but whenever trying to preview an email, a limited access message is displayed: "You do not have sufficient privileges to perform this action" Solution Issue Resolution The user role must have permission to 'Access Database'. The full access to Database is not needed, just the main access by selecting 'Access Database' and unchecking everything else underneath. The reason for this permission is that, when previewing emails, you are able to select to preview an email as a specific lead. In order for this to happen, users will need access to leads.

Issue Clicking on a link in a Marketo e-mail that re-directs to a non-Marketo webpage destination does not open the page. Solution Complete the troubleshooting step below. If they do not resolve the issue, include the results in a Marketo Support Ticket. Check the CNAME is correctly setup for the email tracking link Check that the Default Branding Name matches the CNAME in Step 1 (check for typos). If you are unsure you can visit CNAME lookup on mxtoolbox and enter the default branding name to check. Under the Domain field enter your default branding name. Do you have SSL for tracking links enabled? If Yes, tracking links in emails should start with HTTPS:// If No, tracking links in emails should start with HTTP:// If you do not have SSL enabled, but when you click the link it resolves to HTTPS://,try a different network and see if it still occurs. Your network may be configured to automatically use HTTPS automatically even if the link is specified as HTTP. (Check with your network admin) If you are re-directed to the non-Marketo landing page but the page does not load: Check with the website admin if there are any redirect rules setup on the website. Try cutting out parts of the additional URL Parameter to see if that fixes the issue to identify which part of the URL parameter is causing it. Sometimes lead tokens or the mkt_tok may affect a redirect rule, since mkt_tok generates random characters and sometimes the token contains percentage '%' characters. It very common for websites to interpret a % followed by a character as an encoding. Seen in this website here If you are unable to resolve the issue in the steps above, provide the test results and information in a Marketo Support Case.

Issue You would like to have a list of leads who will get blocked from receiving emails when you send email via campaign or program due to Communication Limits. Your Communication Limit setup can be found in the Admin Panel and looks something like this. This is a article attached image Solution You can create a Smart List with the below setup and this list will show you the list of the people who will hit communication limit when you try to send an email. This is a article attached image To learn more about Communication Limits and how they work, you can review this article.

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

Issue Issue Description After several failed login attempts you are locked out of your Account. You get the message "Account locked due to too many failed login attempts. Reset password and login again." This is a article attached image Solution Issue Resolution Marketo Locks a user automatically after 5 failed login attempts. You can either reset the password or have Marketo Support unlock your user from the backend if you know your password.

When a user switches to another language in their preferences not everything in Marketo will get translated. Specifically, any object that has an editable name is not automatically translated. Type of Text Example Translated? Editable Text Programs Seeded Channels Seeded Marketing Activities Folders Progression Statuses Custom Fields No Not Editable Text Standard Fields System Smart Lists General User Interface Yes When a user views content in a workspace that is not the same as their preferred language, the above table describes what would be translated.

Issue You need to locate the Munchkin ID for a specific Marketo instance. Solution What is a Munchkin ID? Marketo's custom JavaScript tracking code, called Munchkin, tracks all individuals who visit your website so you can react to their visits with automated marketing campaigns. Even anonymous visitors are tracked along with their IP addresses and other information. The Munchkin ID is the unique identifier for a specific Marketo instance and insures tracked activity goes to the correct instance. How to find your Munchkin ID 1. Log into the specific Marketo Instance you need the Munchkin ID for. You can verify the instance name by checking the listing in the top left of your browser. This is a article attached image 2. Go to Admin and click Munchkin in the tree on the left in the Integration section. This is a article attached image 3. The Munchkin Account ID will be the first thing listed in the Tracking Code box. This is a article attached image

Issue How do you delete the data in Marketo Custom Object records, or in specific fields on the custom object if the the custom objects have already been created and approved? Solution Marketo Custom Objects are not accessible via the User-Interface. API calls must be utilized in order to delete this record data. You can delete the records via the 'Delete Custom Objects' call Delete Custom Objects If you are interested in extracting any of the existing data, you can use the following GET call. You will need to make a 'Get Custom Objects' call Edit Custom Objects Here is an additional resource that may be useful and relevant List Custom Objects

Issue Changing your primary domain can be a bit of a daunting task if you don't know where to start, this guide will walk you through the steps you will need to take to use a new domain with your Marketo instance. Solution Create your new CNAME and point that to your Marketo instance. If this new CNAME is going to be used as your primary domain, then the Domain Name in Admin > Landing Pages will need to be changed to reflect your new domain and your old domain should be added as a domain alias so any old links will be redirected to your new domain Add Additional Landing Page CNAMEs Adding a new branding domain is recommended when changing your domain. This will allow tracked links in emails add a tracking cookie when being directed to your new domain. A new CNAME will also need to be created for this and will need to point to the original tracking link for your instance. Add an Additional Branding Domain with Workspaces If you plan on signing your emails with your new domain, setting up a new SPF/DKIM record is recommended to help keep your deliverability rates as high as possible. Set up SPF and DKIM for your Email Deliverability Set up a Custom DKIM Signature

Issue Issue Description Unable to limit user access specific to certain programs or assets Solution Customization of user roles for assets (such as landing pages, emails, etc.) or programs is currently unavailable. However, you can control user access by limiting their permissions to specific workspaces, provided that Workspaces are enabled for your Marketo instance. Configure Protocols for Marketo

Summary This article explains why certain Company fields show up on the Person/Lead Object when you do a describe API call to Marketo. Issue When making the Describe call on the Lead object in Marketo (/rest/v1/leads/describe.json), several Company object fields are returned along with the Lead object fields. Environment Marketo REST API Solution This is expected behavior. Users can utilize the Describe Leads call to retrieve a full list of the fields available for interaction via the REST API. Several areas within Marketo treat custom Company fields as though they were on the Person/Lead object. For example if you were doing a Bulk Import, you can target the Company and Person/Lead fields and you have the ability to update Company field values as if you were changing it manually on a Person record in the UI. Root Cause This is expected behavior, due to how the Describe call retrieves all

Summary Aggregating/summing two score fields Issue You have two new score fields (for example: 'Implicit score' and 'explicit score') and you're wondering if there's a way to sum/aggregate these scores together for all records within Marketo. Solution To aggregate different score values together within Marketo, you should first create a third 'sum' field meant to capture the aggregate of the two scores. (Example: 'sum score') Now, we have 3 scores: Explicit Score, Implicit Score, and a Sum Score SOLUTION First, setup the scoring smart campaigns for implicit and explicit score as you normally would. Once those scoring programs are setup, add the sum score field to the flow of each respective campaign, increasing that score by the same interval that you increase the implicit or explicit score by. This should allow the scores to aggregate over time. Example 1 "Implicit Scoring campaign: Trigger: Visits web page 'x' Flow: 1. Change Score [Implicit score] Change: +5 2. Change Score [Sum score] Change: +5 Explicit Scoring campaign: Trigger: Fills out form 'y' Flow: 1. Change Score [Explicit score] Change +10 2. Change Score [Sum score] Change +10 Final result if a record runs through both campaigns > Implicit score: 5, Explicit score: 10, Sum score: 15" In the above example, the sum score flow step is simply added to each respective explicit/implicit scoring campaign, with the same change interval applied. Once applied to all relevant scoring programs in the instance, the sum score should continue aggregating the two scores into the sum score field. If you're increasing both explicit and implicit scores within one campaign instead of separating out by score type, you could also accomplish this with the same logic and instead adding the summed score interval within that same flow, for example: Example 2 "Scoring campaign: Trigger: Person is created Flow: 1. Change Score [Implicit score] Change: +3 2. Change Score [Explicit score] Change: +4 3. Change Score [Sum score] Change: +7 Result > Implicit: 3, Explicit: 4, Sum: 7" -------------------------------------------------------------------- Potential Alternative solutions: 1. Have your SFDC/CRM Admin create a workflow within the CRM which sums the two fields as they sync. This requires the score fields in question to be synced to the CRM. 2. Call a webhook, which will keep the aggregate in line with the individuals each time it's called. This would be a custom webhook implementation that Support cannot assist with. Sources for alternative solutions: How to sum Lead Scores in one aggregate score field Add two Scores in Marketo

Summary How to see all the historical Support cases created for Marketo Issue How to see all the Marketo Support cases, attachments, and comments related to your historical support cases Environment Support Portal Solution Authorized Contacts can see the cases that they personally created/own, and the Support Admins can access the all cases on the entitlement from within the Support portal. Below is a community article with additional information and instructions: Managing your Support Cases

Issue Customers may run into limitations with Webhook providers or other third party REST services that require their fields are an integer type field. This may present issues with those values being inputted to Marketo (and other systems) accurately if a record has a value outside of the integer value limitation range: -2147483647 to 2147483647 Environment Marketo/Third Party REST/Webhook Providers Solution There is no way to increase/modify the integer value limitations on the Marketo side. This is not a Marketo product limitation, it's the defined constraints of Integer data types. If you're running into issues with values from a third party/webhook provider falling outside of the limitation range, this will present issues with the field value being accurately logged in Marketo. In this scenario, it's worth checking with the third party/webhook provider to see if they have any flexibility around which field types they can allow (for example, String or Float type fields have less limitations and will allow for larger or smaller numbers outside of the -2147483647 to 2147483647 range). For a full overview of Marketo field limitations, you can visit the below article: Marketo Field Limits by Field Type

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