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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

Issue After updating the Unsubscribe HTML and Text in Admin>Email, newly added tokens may not render as expected. Solution To resolve the behavior, you'll need to do the following after updating the Unsubscribe settings in Admin: 1) Navigate to the various emails within the instance and un-approve them. May require removing references to the email first. 2) Re-approve the emails. 3) Add back any references to the email asset. Why this needs to be done: When the email asset is approved it goes through a validation process for all the tokens that are used and this includes the global unsubscribe settings. When editing in Admin >Email > Unsubscribe the validity of tokens is not checked upon saving those changes. If a invalid token is added, something like {{lead.nonExistingField}}, no errors are thrown and it'll return that string value. The verification is done when the "approve" email functionality is used on email assets. This steps retrieves valid tokens list used in the email and adds/updates them in a backend table for use/reference. The update to the global unsubscribe settings doesn't cause the stored information to reference the newly changed settings in Admin. To cause that validation process to go through successfully and update the information on the back end, you'll need to un-approve and re-approve the various emails within the instance to use the new global settings.

Issue Issue Description Not receiving device authorization email when attempting to login from a new device or from a new location the system. Solution Issue Resolution The main reason that this can happen is due to a typo in the email address that communication is sent to for your login. If you are not receiving the device authorization email, reach out to Marketo support by emailing support@marketo.com and we can manually authorize your device or location. To prevent this behavior from continuing to take place we recommend you do the following: After you've gained entry into the Marketo instance, we recommend you visit Admin > Users & Roles and confirm that the email address listed is spelled correctly. Validate with your IT team to ensure that Marketo is whitelisted using these IP addresses: Whitelist Marketo IPs

Issue You have been utilizing the default tracking links to send Emails to leads in Marketo and decide to change the default tracking link to your own branding tracking. When you do so, this breaks the links in emails you have already sent. Solution The branding tracking link should be one of the first steps that the customer(s) need to do when they obtain their instances. If you decided to change the default tracking link to a branded tracking link after utilizing them in emails, you should be prepared in advance that any email sent prior to the change will generate the 404 Error. We recommend not sending any emails within a week or two of the change so that an email sent on Monday is then broken on Tuesday.

Issue You want to lock specific parts of an email, such as the From or Reply-To, to prevent certain users from editing them. Solution Through roles and various permissions you can prevent editing of the email as a whole. You do not have the ability to allow only partial edit of an email header such as the From/To. The same applies to Sales Insight emails. Edit permissions are granted for the email as a whole Note: You can prevent people from editing pieces of an email by making those sections non-editable on the template level, but again, this would apply to all users.

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 http://docs.marketo.com/display/public/DOCS/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. http://docs.marketo.com/display/public/DOCS/Add+an+Additional+Branding+Domain 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. http://docs.marketo.com/display/public/DOCS/Set+up+SPF+and+DKIM+for+your+Email+Deliverability http://docs.marketo.com/display/public/DOCS/Set+up+a+Custom+DKIM+Signature

Issue When creating an email or email template, you encounter the error "You do not have permissions to do this" in one of the following situations: When you are creating an email template, you click on the Validate HTML button When you are trying to save edits to an existing email Solution This error is most commonly caused by <script> tags in the HTML of the template or email. Email clients do not often allow <script> and Javascript in their Emails, so even though the email asset may be able to be approved, the email will present this error if attempted to be edited again or if you attempt to validate the HTML. The solution in this situation would be to remove the <script> tag, including all Javascript, from the email HTML. After this, you should be able to edit the email or validate the HTML. If you are unable to actually edit the asset, the workaround is to clone the asset. If you clone the email, it can open in the editor and then you have the ability to remove the script. After this, the email will be good to go.

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 http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Custom_Objects/deleteCustomObjectsUsingPOST 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 http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Custom_Objects/getCustomObjectsUsingGET Here is an additional resource that may be useful and relevant http://developers.marketo.com/rest-api/lead-database/custom-objects/#list

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!

Market Support is here to help you with your issues in the quickest and most effective manner possible. In order for us to do that, there are a few things we really need from you before you click the submit button to create a support case with us. First, have you searched the community for a solution? The best kind of support case is the one you don't have to submit. The Marketing Nation Community is an expansive site with a lot of content. Have you checked Product Docs or Support Solutions for a resolution to your problem? Have you checked to see if there is a community discussion thread that covers your question? The Marketing Nation community is a 24 x 7 customer resource and a quick search for a keyword and phrase maybe all that separates you from a solution to your problems. Second, what's the best way to reach Marketo Support? Marketo Support offers a variety of ways to reach our support team. Depending on your issue, some of the support channels might be better suited than others. Please be aware that only contacts from your company/organization that have been identified as an authorized support contacts or authorized support administrators can submit cases to Marketo Support. Marketo Support (Support) The Marketing Nation Support area features a case submission application that allows you to select your case priority and also select what the Case Issue and Sub-Issue is. These selections allow our automated case routing system to assign the case to the available support engineer that can best assist you. Spark customers can submit cases through the support portal only

Issue The email was sent from an engagement program or email program where Recipient Time Zone was enabled, however, emails sent to several leads were not sent based on their time zone. Solution If the time zone calculation for the affected leads falls under the conditions mentioned in https://docs.marketo.com/display/public/DOCS/Understanding+Recipient+Time+Zone, then check in [Admin > Field Management] if the Person Time Zone field is hidden. If this field is hidden, then this would be the reason as this field is where the Person's Time Zone is stored for when it is calculated and is used to determine the Recipient Time Zone for sending emails.

Issue In an instance where there are multiple workspaces, when creating a new email and right-clicking on a Marketo Starter Template to send a sample email, an error is displayed: Access Denied This error occurs even though the user has all permissions to Access Design Studio and all permissions to Access Marketing Activities. This includes the 'Run Single Flow Action' permission which is required for sending sample emails: "You must have the Access Database - Run Single Flow Actions permission to send sample emails." https://docs.marketo.com/display/public/DOCS/Send+a+Sample+Email Solution This error can occur if the user does not have access to the Default workspace. To solve this, the user must be provided with access to the Default workspace in [Admin > Users & Roles]

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 Issue Description When you invite a New User into a Marketo Instance, you are given the option to assign User Roles. What happens when you assign 2 or more Roles? How many Roles should be assigned? Solution Issue Resolution When a user has 2 conflicting Roles assigned, Marketo will, more often than not, be more restrictive in its willingness to let the user perform the action if the other User Role does not have the permissions to do the action. Marketo Support often sees users assigned the Admin Role, as well as a Marketing User Role. The Admin Role has permission to do everything. Adding an additional Role can cause restrictive permission errors when that user is attempting to do something that the Marketing User Role does not have the ability to do. Example: A new User is assigned 2 User Roles each with different permissions. One User Role has the ability to approve email assets, and the other User Role does not have that permission. In that case, Marketo may restrict the User from being able to approve the email asset. There is not necessarily a limit to how many Roles can be assigned to a User. There is nothing prohibiting you from assigning multiple Roles to a new User. It is recommended that Users are invited with only one role assigned. The resolution could be to tailor User Roles for the specific person, or job position in mind.

Issue Issue Description When adding or updating a CNAME under Admin > Landing Pages as described here https://docs.marketo.com/display/public/DOCS/Customize+Your+Landing+Page+URLs+with+a+CNAME, you receive an error message saying “Invalid CNAME for Subscription.” Solution Issue Resolution Check your CNAME in a tool such as https://mxtoolbox.com/ and see what it is pointing to. It needs to point to [ACCOUNT STRING].mktoweb.com. (Account String can be found under Admin > Landing Pages > Settings > Account String.) If it is not currently pointed to this, you’ll need to ask your IT department to update your CNAME to point to the correct place before you can add it to Marketo.

Issue Issue Description API Only user is not appearing when creating a service in [Admin > LaunchPoint] Solution Issue Resolution It is highly likely that the reason why the API user was not appearing because it did not have "API Only" ticked. This can be checked in [Admin > Users & Roles > User > Edit User]. However, this cannot be modified once the API user is created, so in order for the API user to appear in LaunchPoint, "API Only" must be ticked when the API user is created. Reference: https://docs.marketo.com/display/public/DOCS/Create+an+API+Only+User Who This Solution Applies To Admin users

Issue Issue Description When any link within an Email is clicked, the user is redirected to the wrong page. Solution Issue Resolution This can occur when Branded Tracking Links have been incorrectly configured and the user is being redirected to the fallback page. The following checks should be conducted: 1. Ensure the correct Branding Domain is listed in Admin > Email > Branding Domains. 2. Ensure your IT team have set a CNAME record to redirect from your Branding Domain to your Marketo Tracking Link. (e.g.mkto-****.com) Who This Solution Applies To Customers using Branding Domains

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 can select to preview an email as a specific lead. In order for this to happen, users will need access to leads.

Issue Issue Description The 'Marketing Suspend Cause' field is not available as an option in the Change Data Value flow step, or in the Smart List of a Smart Campaign, nor is it possible to manually update the field in the lead record. Solution Issue Resolution Unlike the 'Marketing Suspended' field which is not system managed and can be manipulated by the user, the 'Marketing Suspended Cause' field is a System Managed field and is not able to be updated by the user. The intention of the field is to provide additional details about why a record may have been marked as "marketing suspended" based on a background process. Note: The "Marketing Suspended Cause" field is no longer used by any background processes. It has been retained as a legacy field to preserve any information that might have been written to the lead record in the past.

Issue If you create a Landing Page Domain Alias within Marketo Admin > Landing Pages > Rules, you are given the option to set up a Default Page for that Alias. What happens if an end-user navigates to an invalid page on the Domain Alias? Solution Let's say that your Branded Domain Name is pages.domain.com, and the Fallback Page set to www.domain.com. You have also set up a Domain Alias: pages.otherdomain.com. The Default Page for that Alias is: www.otherdomain.com. When you navigate to an invalid page on the primary domain (pages.domain.com/invalid-page.html,) you will be redirected to the Fallback Page: www.domain.com. If you were to navigate to an invalid page on the Alias (such as pages.otherdomain.com/invalid-page.html), you will be still be redirected to the Admin Settings Fallback Page: www.domain.com. The Domain Alias Settings are particular in the sense that the exact setting is for the "default page". You will only be redirected to the Domain Alias Default Page if you were to navigate to pages.otherdomain.com.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Tokens not resolving properly after editing Unsubscribe in Admin

Not Receiving Device Authorization Emails

Cannot access 'Login' field with 'Login in Invite User Dialog' feature enabled

Changing the Default Tracking Links to a Branded Tracking Link

Locking from Address and/or Reply-To Address on an Email

Changing Landing Page and Tracking Link Domain

Permission Error When Editing Email or Email Template

Deleting Marketo Custom Object Record Data

Service Level Targets (SLT)

How to Effectively Submit a Support Case

Email was not sent based on Recipient Time Zone

Unable to send sample email from Marketo Starter Template

Support Portal Access Issues

Marketo User with Two or More User Roles

Invalid CNAME for Subscription Error Message

API Only User Is Not Appearing When Creating a Service In Admin > LaunchPoint

Email Links Aren't Going to Right Location

Limited Access Message Displayed When Previewing Email

Not Able to Update 'Marketing Suspended Cause' Field

Domain Alias Default Page and Fallback Page