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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.

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: 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.

Did you know your sales reps can access the Opportunity Influence Analyzer as well? If you have the analyzers provisioned in your Marketo subscription, you just need a Salesforce administrator to add the necessary field to your Opportunity page layout(s). NOTE: It may take up to 24 hours for changes to opportunities to be reflected in the analyzer.   1. In Salesforce, go to Setup > Customize > Opportunities > Page Layouts, and click Edit next to the desired page layout. 2, Click Fields and select the Marketo Opportunity Influence Analyzer field, drag it onto your page layout, and then save the layout. 3. When viewing an opportunity, you'll see the Marketo logo where this field is. It's a button. That takes you to the analyzer for that opportunity. 4. You're there! This URL uses a token parameter for security so your sales reps can access it. You can select which contacts under the account you want to contribute to the analyzer on the right side.  

    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 90 days, 25 months, or 37 if you have purchased the premium data retention option. The official Marketo Data Retention Policy can be found here: Marketo Activities Data Retention Policy   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.

Applies to: Email Performance Report, Email Link Performance Report, Engagement Stream Performance Report, Landing Page Performance Report, Program Performance Report, Sales Insight Performance Report When you create a report in the Analytics area, by default the report will only show reporting for the current workspace. This is a article attached image Once the report is created, under the Setup tab, you can add filters to filter by asset. For example, Filter Assets in an Email Report. If you filter for the workspace, it will show reporting for all assets in the workspace, similar to the default view without a filter: This is a article attached image To add reporting across all workspaces, use Enable Global Reporting in the report settings within the Setup tab. Note: Global Reporting is only available in your instance's default workspace.

Issue You are seeing a discrepancy in email activities (Sent, Delivered, Open, etc.) when comparing the RCE Email Analysis report and Email Performance Report, when looking at the same email and date range.   Root Cause Here are some of the most common reasons for a discrepancy between the RCE and Email Performance Report (EPR): Deleted/Merged Leads: If you have leads that received emails and then were deleted or merged in Marketo, their individual email activities will be included in EPR. RCE will not count deleted or loser leads from a merge Re-sent Emails: If you re-send the same email to the same lead using the same smart campaign, EPR will only show the 1st send occurrence. RCE will show all email activities for a lead. Delivered & Soft Bounce: There are situations where a lead will log a Delivered activity and then shortly after, a Soft Bounce activity. In these situations, EPR will show this lead as a Soft Bounce count, whereas RCE will show this lead as a Delivered count. If you are still seeing a discrepancy between the reports that cannot be explained with the above, reach out to Marketo Support to help advise.

In your email link performance reports, you may see a "malformed link."     This occurs when invalid or empty URLs are present in an email asset.   These links are transformed into a branded tracking link and if clicked will appear on this report.    In the email editor, check for empty links or tokens that do not populate a full link. 

Issue Issue Description If a page is not loading in your browser for Marketo, this can sometimes be due to network related issues. We can help troubleshoot by using a HAR file from the browser to see network traffic.   Solution Issue Resolution Instructions to generate a HAR file broken down by browser version: Chrome In Chrome, go to the page within Marketo where you are experiencing trouble. At the top-right of your browser window, click the Chrome menu (⋮). Select Tools > Developer Tools. The Developer Tools window opens as a docked panel at the side or bottom of Chrome. Click the Network tab. Select Preserve log. You will see a red circle at the top left of the Network tab. This means the capture has started. If the circle is black, click the black circle to start recording activity in your browser. Refresh the page and reproduce the problem while the capture is running. After you successfully reproduce the issue, right click on any row of the activity pane in the Network and click Save as HAR with Content. Save the HAR file. Select the Console tab. Right-click anywhere in the console and select "Save as...". Name the log file Chrome-console.log. Send both files as shared links in a reply to your case. Firefox In Firefox, go to the page within Marketo where you are experiencing trouble. Click the Firefox menu (Three horizontal parallel lines) at the top-right of your browser window. Select Web Developer > Network. The Developer Tools window opens as a docked panel at the side or bottom of Firefox. Click the Network tab. Select Persist logs. After you successfully reproduce the issue, right-click any row and select Save all as HAR. Firefox typically takes a few seconds to prepare the download. A slight delay on this step is normal. Select the Console tab. Right-click any row and select Select all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case. Safari In Safari, go to the page within Marketo where you are experiencing trouble. In the menu bar at the top, click Develop and select Show Web Inspector. Click Preserve Log. Click the Console tab and select Preserve Log. Go back to the Network tab. Refresh the page and reproduce the problem while the capture is running. Once you have reproduced the issue, select Export. Save the HAR file. Click the Console tab. Right-click any row and select Select all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case. Internet Explorer 11 (IE 11) In Internet Explorer, go to the page within Marketo where you are experiencing trouble. Click the gear icon in the top right. Select F12 Developer Tools. Click the Network tab Clear the Clear entries on navigate option, which is selected by default. The icon looks like blue arrow with a red X. The green play button (Start Profiling Session), should be selected by default. This means the capture function is running. Refresh the the page and reproduce the problem while the capture function is running. Once you have reproduced the issue, click the Export as HAR icon. The icon looks like a floppy disk. Click the Console tab. Right-click any row and select Copy all. Paste the content in a text file and name it console-log.txt. Send both files as shared links in a reply to your case.

Issue When comparing the Engagement Score on the Engagement Dashboard, the scores do not match with the Email Insight Engagement Scores. Environment Engagement Program Email Insight Solution The Engagement Score from the Engagement Dashbaord will hold the most accurate information as this is direct information, rather than for example with RCA/RCE and Email insights where the data source is different. If you want to see Engagement Score over a period of time more accurately, use the Engagement Stream performance report: Engagement Stream Performance Report | Adobe Marketo Root Cause The Engagement Score on the Engagement Dashbaord only calculates the last 3 casest, it is also important to remember that the engagement score only includes emails that were cast more than 72 hours ago. As per this documentation: The Engagement Dashboard | Adobe Marketo In comparison, the Email Insight Engagement Score is calculated over a period of time that is set by the user but the data can still be mismatching, this is due to the fact that the data source is not the same from the Engagement Dashboard.

Issue When looking at Email Insight it is only showing the first email activity (Send, Delivered, Click or Open), even though the email has been sent several times in the past few days/weeks/months. Environment Email Insight Solution Use different Smart Campaign to send the email if you want to track statistics of the email. Root Cause Email insights will only track the first email activity associated with the email if using the same campaign. this is the same as Email Performance report in terms of this note. Multiple sends from the same campaign to the same person are counted only once.

Issue You would like to pull a report of all the non-marketable records that you have in Marketo. Solution You can do this via a Smart List: Use the Any filter in the Smart List. Filters: Black Listed = true Unsubscribed = true Marketing Suspended = true Email Invalid = true Email Address is empty This Smart List will pull all the people that fall into the blocked leads list.    

Issue Smart campaign email tab's count for soft bounced and delivered activities does not match the number of soft bounced and delivered activities in smart campaign results tab Example: Email tab shows 5 soft bounces, whereas, results show 6 soft bounce activities Email tab shows 10 delivered, whereas, results show 13 delivered activities Solution The email tab on a smart campaign is an Email Performance Report so it is calculated based on documented rules at Email Performance Report | Adobe Marketo   Root Cause There was one lead that opened the email, so the lead was not counted as soft bounced on the email performance report and was counted as email opened based on email performance report rule #4 "If the email is Opened, bounces are ignored." There were three leads that had soft bounce activity also had a delivered email activity. Based on email performance report rule #1 "Each email activity record is set to one, and only one, of the following: Delivered, Hard Bounced, Soft Bounced, or Pending." - in this case, soft bounce takes precedence over delivered email activity so the three leads were not counted as delivered on the report but were counted as soft bounce. Environment Smart campaign Email tab Smart campaign results Email performance report

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.

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.    

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

  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.