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Marketo offers a number of ways to contact Marketo Support directly for assistance from our different support regions.   Support Portal (https://support.marketo.com)   The Marketo Support Portal features a web form submission to submit support cases to Marketo Support.  The form gives 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.   Email to Case Submission Authorized Support Contacts can email their cases to: support@marketo.com Reminder: Cases submitted by email are all submitted with a P3 Priority   Regional Phone Contact Information Marketo does feature the tried and true means of contact support, by the phone.  Authorized Support contacts with any support entitlement of Business level or higher can contact Marketo Support by calling one of the regional phone numbers listed below.   Region Contact Details Observed Holidays North America Hours: M-F, 6am to 6pm Pacific Toll Free US: +1 877 270 6586 Direct: +1 650 376 2303 Languages Supported: English, Spanish New Year's Eve and Day Independence Day Thanksgiving Day and the Day After Christmas Eve and Day Europe, Middle East, Africa Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 511 9556 UK: 0800 151 3030   Languages Supported: English, French, German, Portuguese New Year's Eve and Day Easter Monday Christmas Eve and Day St. Stephen's Day Asia Pacific Hours: M-F, 9am to 6pm AET ANZ: +61 2 8031 8188 Language Supported: English New Year's Day Good Friday Easter (following Monday) ANZAC Day Christmas Day Boxing Day Japan Hours: M-F, 9am to 6pm JST JPN: +81 3 6478 6080 Language Supported: Japanese New Year's Day Coming of Age Day National Foundation Day Emperor's Birthday Spring Equinox Showa Day Constitution Memorial Day Greenery Day Children's Day Marine Day Health and Sports Day Respect for the Aged day Fall Equinox Labor Thanksgiving Day
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Issue Email Performance Report shows different results than same audience as a smart list Solution Create a filter for the report for field Email address is not empty. Root Cause An email performance report includes activities for all people, including those that have been deleted since the email was sent. Sometimes, you want to see activities only for active people. In that case, you need to filter deleted people out of your report. Use the Smart List tab to create a smart list for the report. If you aren't filtering on any specific field, set the Email Address filter to: is not empty.
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Issue The activity log is not recording the Open Email activity for an email send. Solution Issue Resolution Email opens are linked to an individual asset. If a record is sent the same email more than once, only the first open activity will be recorded. If you are not seeing opens record for a record, search the activity history to confirm whether or not the asset has been opened previously.  Also, Text-Only emails lack the tracking pixel used to determine whether an email is opened, so Text-Only emails will never show opens in the activity log.  In Email Performance Reports, Opens will be backfilled by the report's internal logic if the customer clicks a link in the Text-Only email.  Otherwise, opens will not be recorded.    
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Issue An email link performance report is configured to find people who have clicked in a link in these emails that does not contain 'unsubscribe', however, it still shows links within the email that contains 'unsubscribe'. Solution To exclude certain links from reporting, export the results and remove the links in excel. Root Cause This would be expected as the smart list does not exclude unsubscribe links or specific links from displaying in the report, the unsubscribe links will still appear if any of the people clicked on other links in the emails. Example 1 An email is sent to two leads named Bob and Mary Bob clicks on the unsubscribe link Mary clicks on the unsubscribe link and another link The email link performance report is configured to report on the email and filter people who have clicked on a link in the email that does not contain 'unsubscribe' The email link performance report will show all the links that Mary clicked on as Mary qualified for the smart list. The links that will be displayed include the unsubscribe link as well as the other link. Example 2 An email is sent to two leads named Bob and Mary Bob clicks on the unsubscribe link Mary clicks on another link The email link performance report is configured to report on the email and filter people who have clicked on a link in the email that does not contain 'unsubscribe' The email link performance report will show the link that Mary clicked on as Mary qualified for the smart list. There will be no unsubscribe link displayed in the report as Mary did not click on the unsubscribe link. Environment Email Link Performance Report Analytics Smart List
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  Welcome to Marketo Support This guide provides individual links that covers the following topics: Marketo Support Policies Service Level Agreement How to Contact Marketo Support How to Submit a Case Tips on Effective Case Submission Managing Authorized Support Contacts (Support Admins) Managing Your Cases How to Escalate    
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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: 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: From the My Cases navigation y ou can access the following case views: 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. 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.
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  Overview Add Leads to Static Lists Use Custom Fields Overview Lead records have two primary components – lead attributes and activity logs. Lead attributes are the fields and field values within the lead record. For example, Job Title is a lead attribute. Lead Name is a lead attribute. Activity logs record the actions Marketo or the lead themselves have taken. For example, sending an email to a lead is an activity that would show in the activity log. If the lead opens the email or visits a tracked page, those activities would show in the activity log as well.   Activities in the activity log are only retained for 25 months, or 37 if you have purchased the premium data retention option. The main way to store activity data beyond the Data Retention Policy timeframe is to use the Bulk Extract API. There are two other ways you can keep a reference of these activities after the end of the Data Retention period, and they can be referenced within the Marketo UI. This article will show you how that can be done.     Add Leads to Static Lists Static lists will retain lead membership even if the activity of adding the lead to the list has been removed. This will let you have lists dedicated to specific criteria that would otherwise be removed after the data retention time period has been passed.   For example, Smart Campaign membership history is not retained after 25 months. If you are searching for members of a Smart Campaign, but a lead first became a member of the Smart Campaign more than 25 months ago, the search results would not include that lead.   An easy way to work around that is to add your leads to a static list as part of the flow of the campaign. When creating your Smart Campaign, create a new static list with the same corresponding name (makes it easier to identify later). When building the flow of your campaign, add the "Add to List" flow step so that all leads going through the campaign will be logged on the list.         Use Custom Fields Lead attributes and their field values are not affected by the Data Retention Policy. Use Smart Campaigns to populate custom fields with values based on activities your leads take. This will allow you to filter leads by these lead attributes that are not affected by the Data Retention Policy. A side benefit to this is that it is faster to search by lead attributes than by searching through lead activity logs.   Example: This approach can work for many different activities, but let’s use form fill outs as an example.   Let’s say you want to be able to identify leads who have been very active and have filled out more than 5 forms over their lifecycle. You could use the filter “Filled Out Form” with the “Min. Number of Times” constraint set to 5. However, if one of those forms filled out occurred more than 25 months ago, the filter would only be able to access 4 form fill activities in the activity log. Therefore, the lead would not pass the filter.   Instead of using the “Filled Out Form” filter, set up a Smart Campaign to write to custom fields that show you how many forms they’ve filled out, and when the first one was. Here’s how to do it:   1. Create two new custom fields in Marketo, one Score Field, and the second a Date Field.   2. Create a new Smart Campaign   3. Add the trigger “Fills Out Form” set to “is any” to the Campaign Smart List     4. Add these two Flow Steps to the Campaign Flow: Flow Step 1 : “Change Score” Score Field Name: your score field name Change: +1   Flow Step 2 : “Change Data Value” Add Choice to Flow Step Choice 1: If “your score field name”  “is empty” Attribute “your score field name” New Value: {{system.date}} Default Choice: Do Nothing       This campaign will listen for any time a lead fills out a form, add +1 to your score field, and if it’s the very first form they’ve ever filled out, it will log the date of when it was done. If the lead has ever filled out a form in the past, there will already be a date value in the date field, so the flow choice would just skip over it and do nothing.       Results You’ll See: With the original goal of identifying leads who have filled out more than 5 forms you’ll be able to filter for leads that have filled out at least 5 forms. In addition, this campaign will let you search for leads based on when they had filled out their very first form, regardless of how long ago it was. Since it’s stored in a lead field, it’s a lead attribute that is not affected by the Data Retention Policy at all.      
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  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 8310 7646  Japan: +81.03.4233.9014 How to Escalate: Option 1: 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. Step 2. From here you will need to click on either an open or a recently closed* case: *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: Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button. Once your support escalation case has been submitted a Marketo Support Manager will contact you within 1 business day of your support region's support hours to address the issue. Option 2: You can email supportescalations@marketo.com to escalate your issues to our support management team.  NOTE: Be sure to include your currently open Support Case number and the details of your escalation. This will help to ensure that a Support Manager can quickly identify the case tied to your escalation and follow up with you. Before you send an email to supportescalations@marketo.com you must have a current active support case closed support case that has been closed or is pending.  Support Escalations are focused on the handling of current or recent cases.  Brand new technical support issues that are sent to Support Escalations will be re-routed to our general case flow.    
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Marketo users can configure Marketo to manage, nurture, and measure leads that are created from Google AdWords. We offer 2 options, depending on what type of web page is linked to your Google AdWords ad. Option 1: Link Google Adwords Ad to a Marketo Landing Page with a Form   This solution does not require custom coding This solution does not require any additional cost Option 2: Link a Google Adwords Ad to Any Page on your Website This solution does require custom coding so that you can capture the PPC (pay per click) information when the lead comes back 'later' to fill out a form on your page Depending on whether you have resources internally to do the custom coding, this solution may or may not require additional cost Reporting Available (for both Option 1 and 2) Number of new leads acquired by Google Adwords Program Cost per new lead acquired by Google Adwords Program Number of leads acquired by keyword/search phrase Top 10 keywords/search phrases which acquired new leads Top 10 AdWords CampaignID which acquired new leads Number of Opportunities by keyword/search phrase Number of Opportunities by CampaignID Additional Reporting Available if you have Revenue Cycle Analytics/Explorer Conversion ratio of your Google Adwords Return to investment for your Google Adwords Top 10 keywords by month report which shows Average days to convert to opportunity Number of leads converted to opportunity Top 10 CampaignID’s by month report which shows Average days to convert to opportunity Number of leads converted to opportunity Program Channel report >> Google Adwords (custom channel) metrics by quarter New names, cost per new name Opportunity units, Pipeline generated, revenue, revenue to investment     Learn more:   Linking a Google Adwords Ad to a Marketo Landing Page with a Form Linking a Google Adwords Ad to Any Page on Your Website Google Adwords and Marketo FAQs  
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There is no trigger available to trigger specifically on when leads sit in an SLA stage past the number of days specified for SLA.   One solution to handle this would be the following:   Create two campaigns that will monitor when the lead enters and exits the SLA Revenue Stage.   1st Campaign - Adds leads to an alert campaign when a lead enters your SLA Revenue Stage   1. Set the Smart List to the trigger for Revenue Stage Change with the constraint for New Stage = Your SLA Stage     2. Set the Flow. - The first step in the flow will be a Wait step that is set to the same number of days of your SLA. - The second flow step will be a Send Alert step that will alert the necessary Lead Owner or other parties. - If a secondary alert is needed after another period of time, create a second wait step followed by another send alert step. Repeat if necessary.     3. Set the Qualification Rule in the Schedule Tab to 'Run flow every time'   2nd Campaign - Removes leads from the 1st campaign if the lead exits the SLA Revenue Stage   1. Set the Smart List to the trigger Revenue Stage Change with the constraint Old Stage = Your SLA Stage     2. Set the Flow step to the Remove From Flow step. Setting the Campaign value to the name of the 1st campaign you created. 3. Set the Qualification Rule in the Schedule Tab to 'Run flow every time'    
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  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!  
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Issue You had an email send and are now seeing in an Email Performance Report that there are Pending emails, a few hours after initiating the program/campaign.     Solution "Pending" generally means that Marketo is attempting to deliver a message. Marketo will try to send a message, but can receive a temporary bounce (essentially "Thanks, try again later"). When that happens, the mail status is set to pending while we retry. We will try to send the message several times over the next 24 hours (36 to AOL) before we accept that the message will not be delivered and change the status to "bounced". Occasionally, other Marketo server issues can cause emails to be stuck in Pending.  If all the emails in Pending are from consumer email addresses, such as Yahoo, Hotmail, or QQ.com, then we are probably just waiting for the receiving server to accept the message.  However, if the pending emails are to a variety of different business domains, please contact Marketo support and we can investigate.
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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   Safari Safari for Mac: Manage cookies and website data using Safari   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    
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Issue You are using the Marketo Event Check-in App and would like to know what sort of reporting options are available.     Solution There are no native out-of-the-box reports set up to recognize when the Event Check-in App. Depending on the sort of reporting you are looking for, you could use channels and tags in a program and set leads to the appropriate program status, but there is no reporting specific to the app itself.    
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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.        
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Issue How to pull out the stats on which devices emails are being opened on.     Solution In a Smart List, you can use the filter "Opened Email" and you have the constraints of "Is Mobile", "Device", "Platform", and "Browser" to choose from. You can build a Smart List for each device you are interested in reporting on.
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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.    
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Issue Reporting on separate links in an email that both point to the same URL Solution When there are duplicate links in an email, the performance of those links will be consolidated into a single row in the Analytics report, so if there are three links that point to the same URL, there will only be a single line for that link on the Performance report. If you would like to differentiate between these duplicates, you can add URL Parameters. Example: www.google.com   and    www.google.com?parameter=second-link In this example, Marketo Link Performance Reporting will show each individual link on Analytics Reporting, but both links will go to the same place.
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Issue The Email Link Performance Report lists a link that you do not see anywhere in the email. Solution There are two possible reasons for this: The email has been edited at some point to remove the link. The report will show all links in the email over its life, including links that have been changed or removed. The link exists in the text version of the email, or in dynamic content for some segments of the email. There is no way to track down the first option, but looking at the code for the text or dynamic versions of the email can track down the second option.
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!!EASTER EGG!! The ball with the Marketo logo in the upper-left corner of the screen is your Superball.  Here's a quick trick to make it bounce like it did when you first got into your Marketo instance: Hold down Ctrl (Command for Macs) + Shift, then hit the 's' key. Happy bouncing!    
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