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Issue Issue Description Getting 'Communication Failure' error popup repeatedly when doing normal operations within the application.   Solution Issue Resolution Disable all browser extensions especially any dealing with ad blockers as they seem to be the primary cause of this issue.  
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Issue Issue Description Google is changing production of their robots.txt parser to an open source format and removing support for some widely used but unsupported  code:   In the interest of maintaining a healthy ecosystem and preparing for potential future open source releases, we're retiring all code that handles unsupported and unpublished rules (such as noindex) on September 1, 2019. For those of you who relied on the noindex indexing directive in the robots.txt file, which controls crawling, there are a number of alternative options:   -Link to Blog Post from Google: https://webmasters.googleblog.com/2019/07/a-note-on-unsupported-rules-in-robotstxt.html?m=1     Solution Issue Resolution This should not affect any Marketo Landing pages if the Noindex, NoFollow code has been put in the Robots meta tags as per the documentation: https://developers.marketo.com/blog/block-crawling-and-search-indexing-of-a-marketo-landing-page/ This will only affect your landing pages if NoIndex, NoFollow are in the robots.txt file and not in the header meta tags.
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Issue Sometimes, you may receive an auto response from an email that has been sent through a batch campaign. The auto response email will not show the lead's email address instead it does contain the HTML of the email along with the Marketo decorated link. Is there a way to decipher this to determine which lead record this corresponds to?   Solution You could try opening a new browser window and either clear your cookies first or use the browser's private browsing feature (makes a cookie sandbox) so you don't confuse Marketo and tie that person's lead to you by accident. Anyways, in your cookie-free browser, click the link and then go to a form that Marketo prefills for you and you may see the email address that was originally targeted.    
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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.  
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Issue You have two SFDC picklist fields mapped to one Marketo field but it isn't showing all picklist values for both SFDC fields. Solution When two SFDC picklist fields are mapped to one field in Marketo, the only values that will show in Marketo will be the values that exist in both picklists.  Review the picklist values in Salesforce and add any missing values to the picklists so that they match exactly.
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Issue Sometimes, you may notice that editing the text version also affects the HTML version of the email. Is there a way to edit the text version without the same edits occurring to the HTML version? Solution Changes to TEXT never apply to the HTML version. It's likely because when you "save" an element, it will add the "root block element" to the HTML side if one isn't present. So, your HTML is probably not handling it correctly. You can change the "root block element" to none in the Admin > Email > Editor Settings dialog. https://docs.marketo.com/display/public/DOCS/Using+the+Rich+Text+Editor        
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Issue How to move Design Studio assets when migrating to a new instance. Solution Clone the assets into a Program, then import the Program into the new instance. For Forms, make sure the fields also exist in the destination instance. Same for Lead tokens in Emails/LPs. Dynamic Content & snippets are not supported in Program Import.
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Issue You are trying to edit an existing email template, and it has the status of "Approved with Draft" However the draft is not showing up in menu tree and when you try to edit and save, you get the error "Not Allowed – Template already has a draft." Solution Issue Resolution Refresh the browser or check is the draft is opened in another window. Try logging out and logging back in Try using a different browser to check it further Check if there is a template with the same name that exists elsewhere (Design Studio) Rename the template and check if that is working If the issue persists, please reach out to Marketo Support for further assistance    
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Issue Can multiple Marketo forms be used on the same page? Solution Due to the way Marketo forms are embedded on pages, you cannot have two Marketo forms on a single page (landing page or external). Having multiple forms on a single page can prevent the forms from submitting properly.
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Issue Is it possible to add snippet to a template (email or landing page)?   Solution Snippets can't be added to directly to the templates. You would need to add them into the specific landing pages or emails created from the templates.
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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.        
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Issue Ghostery is a private Ad blocker that is used to block ads and stop trackers. When Ghostery add-on is used, the add-on blocks Marketo Forms.     Solution To display Marketo forms on a Firefox browser with the Ghostery Add-on, change the Marketo URL in the form embed code to use your landing page CNAME instead.  For example: The default embed code, <script src="//app-sjint.marketo.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_2019"></form> <script>MktoForms2.loadForm("//app-sjint.marketo.com", "123-ABS-557", 2019);</script>   should be Changed to use the CNAMEinstead of Marketo URL as below:   <script src="//go.example.com/js/forms2/js/forms2.min.js"></script> <form id="mktoForm_2019"></form> <script>MktoForms2.loadForm("//go.example.com", "123-ABC-557", 2019);</script>   Marketo forms embedded in this way may take longer to load as the form scripts are not fetched though the content delivery network. If you are embedding the form on an SSL secured page, you will need to have Secured Domains for Landing Pages set up on your Marketo instance, as there are issues with running an unsecured form on a secure page.    
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Issue You are unable to archive or delete an asset in Marketo. When you try to do so, you get an error: "The following assets are in use or used by other assets."     Solution To archive or delete the asset, you will need to determine where it is being used. Click the Used By tab for the asset you are trying to delete and see what other assets reference it in some way. For instance, aSmart Campaign may be using it in the Smart List or the Flow Steps, or a report might have it in the Smart List. Once you find where your asset is being used, you can go and remove references to it from the other assets. This should allow you to delete or archive it.
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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.    
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Issue How page views and form fills are counted in the statistics section of a Marketo Landing Page asset. Solution How they're calculated When viewing the Landing Page asset in either Design Studio or Marketing Activities, the statistics section provides information regarding page views and form fill outs, if the page has a form located on it.  The page views are a cumulative total indicating how many times the page was loaded, regardless if the visitor was a known record in the database. This means anonymous people can record a view here, due to Munchkin tracking on the page. This section provides a total number of views, not unique visits. This means that a person can load this page multiple times and each visit will be tallied in this section. The form fills section (x Filled out Form (x%)), indicates how many times a visitor filled the form out on the page, if it has one. This total is also counted in the same way the views section is, meaning it's a total number of submissions. Therefore, if a record in your database fills out the form more than once on a page, it will be counted toward the total.   Difference between calculations The difference between these two metrics is that the page views will keep a historical record of visits to the page. This means the total will not change if you happen to delete a bunch of records that visited the page in question - the total persists regardless if the record is no longer in the database. With that said, the forms section does not. This area is tied specifically to the existence of that known record in your database. This means that, once a record who filled the form out is removed from your database, the submissions they performed will be subtracted from the total.
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Article Text Included in this article:   Overview Limitations Error Handling and Troubleshooting Overview No-Draft for Snippets allows you to distribute snippet changes without drafting approved assets using it. All assets using the edited snippet get the updates and maintain their respective status: Approved assets get the snippet updates and stay approved Drafts get the snippet updates and stay in draft mode No-Draft is automatically enabled for all Administrator roles. An admin can then enable this feature for any additional role. While No-Draft Snippets are very useful, they do have some limitations and issues that tend to arise. This article will show you what those limitations are and how to troubleshoot issues that can come up.   Limitations This feature is designed to save time with the snippet approval workflow. There are a few limitations to be aware of: No-Draft will not work if you replace one segmentation with another one in the same snippet. However, No-Draft will work if you change, add, or delete a segment within a segmentation that is referenced in the snippet No-Draft will not work if you add/remove a segmentation to a previously approved snippet By design, No-Draft will fail if you make a dynamic snippet static, or a static snippet dynamic. If your use case requires this scenario, then we recommend you create a new snippet to be used across your assets. If you must update the existing snippet, then you will need to approve it using the Create Draft option, then re-approve the assets using the snippet (in other words, the old behavior) No-Draft does not auto-approve drafts Users without the No-Draft permission can still approve a snippet, however it will generate drafts of approved assets No-Draft works only when approving one snippet at a time Assets using the snippet are locked for approval until No-Draft is done processing Snippet updates made to approved assets cannot be rolled back No-Draft applies only to snippets   Error Handling and Troubleshooting If something goes wrong, an error message is delivered to the Notification section of Marketo. You can subscribe to this notification and receive email alerts in their inbox. Users must subscribe to No-Draft in each workspace with the permission enabled.   If an error does occur, chances are that the update process was not completed. Some assets may have the updated snippet content and others may not.   To resolve, redraft the snippet and re-approve. 1. Select the snippet and click Edit Draft. 2. Make a small edit in the snippet editor to create a draft (such as pressing the keyboard’s spacebar). 3. Click Approve Snippet. 4. In the dialog box, select Update all to start over.   This should fix the issue. Contact Marketo Support if the problem persists.
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Article Text Marketo now fully supports responsive landing pages, we call the new style a "Guided Landing Page". A Guided Landing Page is one that is capable of dynamically resizing itself for different window sizes and devices. If you’ve used the Marketo interface to set up an Email Template and an Email, the basic concept of setting up a responsive template and landing page will feel pretty familiar.   First you have to define a template that contains the editable areas of the landing page, once that is completed you use that template to build the landing page. Unlike the Email editor however, constructing and altering a responsive landing page template will require a minor amount of HTML knowledge.   If you are not comfortable in HTML and do not have an HTML developer available to assist you, Marketo’s services team can help! You can reach them at services@marketo.com   To get started, first visit our Template Library for Guided Landing Page Templates located here: https://docs.marketo.com/display/public/DOCS/Guided+Landing+Page+Templates;jsessionid=5D71353C1CBF708DEC3DAB1588E78B4F Select the template you’d like to use, right click the link and select “Save Link As” to download the HTML code. Once the template is saved locally on your computer, go to where it’s saved and open it in the text editor of your choice. What you’ll see is a whole bunch of HTML: In your text editor, use CTRL-A to select all and CTRL-C to copy it to the clip-board. (On a Mac this is Command-A and Command-C) then log on to your Marketo instance.   In your Marketo instance, go to the Design Studio and select “New Landing Page Template” In the New Landing Page Template window, assign your template a folder and a name, then make sure the editing mode is “Guided”. The “Free-form” mode is for the non-responsive templates that we had before. Click “Create”! Now we’re ready to replace the sample template code with the code you downloaded from the Template Library.   CTRL-A (Command-A on a Mac) will select the starter code and CTRL-V (Command-V) will paste the template code right over the top of the existing code. The template will save itself automatically when finished. Now that the template is ready to go, we’re ready to see it in action!   Using a Marketo Guided Landing Page Template:   Now that we have a template created, we’re ready to start using it. Close the template tab where the code is and go back to the Design Studio.   Select the template you just created and approve it.   Once the template is approved, you can use it to create a landing page. In the new landing page window, assign a folder and a name and select the template you just created. Click “Create”!   You can always identify which templates are responsive and which are not by looking for a little window icon on the right hand side. If the window icon is present then that template was created using the new Guided editor and is fully responsive. If the window is not present, then that template was created using the old editor and it’s NOT responsive. You cannot automatically convert an old non-responsive template to a new one. Congratulations! Your new responsive template is ready to use!   Please see our documentation here on how to edit a Guided Landing Page:   https://docs.marketo.com/pages/releaseview.action?pageId=7515306  
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  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!  
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  So you’ve now used the previous document (Getting Started With Guided Landing Pages:) to download a template from our library and set it up in your Marketo instance, you have even used it to make a landing page or two and you’ve customized those landing pages, AND you’ve even gone the extra mile and customized your template and modified some elements! (Editing Marketo Guided Landing Page Templates, Pt. 1 - Elements:) All of which is fantastic news! Good job!   But if you recall from the article that showed you how to edit Elements on the template, I skipped right over the section on Variables. This is the piece that this document is designed to tackle.   So what is a variable? If you edit a Guided Landing Page you will see a panel on the right hand side that displays both Elements and Variables. In this instance, the variables do everything from assigning a gradient color, to deciding if you want to display or hide different sections of the landing page.   Modifying a variable in the landing page editor is designed to be really simple, just click the variable you want to change and give it a new value. Here I changed the Primary Gradient 1 and 2 from 1DA083 and 0F3450 to A00E35 and F2F2F2 respectively and the landing page changes:   At its easiest to understand, a variable works a lot like a token in an email. It’s a placeholder for actual code to be used later. So if I create an email that starts with “Hello, {{lead.firstname:default=Friend}}!” you can tell right away what that’s going to do. Pull the first name from the lead record, if none exists use the word “Friend”.   Think of a Variable as a token that you get to define as well as use. The first step is to define it and the second step is to actually call back to the variable you defined.   While it’s easy for a non-technical user to use a variable (as it should be!), setting one up in the template does require a fair amount of HTML knowledge. As stated before, if you are not comfortable editing HTML and do not have a resource available to you, please reach out to services@marketo.com, they are able to assist with any sort of coding needs.   So as before, let’s dive into the template, this time we’re going straight for the Variable code.       <!-- Marketo Variable Definitions -->     <meta class="mktoColor" id="gradient1" mktoName="Primary Gradient 1" default="#1da083">     <meta class="mktoColor" id="gradient2" mktoName="Primary Gradient 2" default="#0f3450">   So right at the start of the template, we’re off to the races defining variables. As you can see with the Gradient 1 and Gradient 2, these are both marked with a class of “mktoColor”.   As with the Elements, the full list of Variable types can be found here: https://docs.marketo.com/display/public/DOCS/Create+a+Guided+Landing+Page+Template        class : "mktoString"      class : "mktoColor"      class : "mktoBoolean"   A string is a variable that contains a value, Color should be obvious what that does and Boolean is a yes or no choice.   In addition to the class, each variable has to have a unique ID. This is critical and used when the variable is called later on down the page. When you call a variable it’s always with the syntax of ${id name}. So in this case ${gradient1} and ${gradient2}. As you can see it looks a LOT like a token but it’s a token you can name whatever you want.   The mktoName is how it displays the variable in the Landing Page editor.   The default value is what it starts out with.   So let’s take a look and see how these Gradients are applied now that they’re defined at the top of the template.   Color is typically used in the CSS portion of the header. As defined in the previous document, CSS stands for “Cascading Style Sheets” and is a way of formatting the same thing over and over again, kind of like setting a font in a word processor.       /* Header Gradient */     #is {         top: 0;         width: 100%;         min-height: 620px;         position: relative;         z-index: 1;         color: #fff; padding-top: 10%;                 background-image: linear-gradient(${gradient1},${gradient2});     }   Now normally in CSS, the linear-gradient option would have two colors listed, the top color and the bottom color and it provides a gradual transition from one to the other.   We could just as easily change this in the template to        background-image: linear-gradient(red,white);   But the problem doing that is that an end user, who is only using the Landing Page Editor, would not be able to change it. The gradient would be defined in the template and inaccessible to the Editor.   Changing these values to the variables defined before allows the user to change the first and second colors in the Landing Page editor interface.   In Summary:   The Meta Tags define what the variables mean:     <meta class="mktoColor" id="gradient1" mktoName="Primary Gradient 1" default="#1da083">     <meta class="mktoColor" id="gradient2" mktoName="Primary Gradient 2" default="#0f3450">   The ID= is then used to call the variable and put it into action:       background-image: linear-gradient(${gradient1},${gradient2});   The other benefit to doing it this way is you can re-use the same variable over and over again. Look at this piece of CSS:   body {                 background: ${gradient2};         margin: 0;         color: #696E74;     }   That’s the same ID as the gradient we used before, only applied to a different section. This ensures that the bottom color of the gradient and the background of this section will always be the same color.   Any item in the CSS that contains a text value, a color value or a yes/no choice can be converted to a Variable.   Here’s another common usage:   You’re using a form on your landing page, but you want the end user to be able to change the text on the submit button.   As before you define the variable:        <meta class="mktoString" id="section4ButtonLabel" mktoName="Sec. 4 Button Label" default="More Questions?">   Then farther down the page where the button appears you call the variable you defined before:        <div class="centered mtb">           <a href="${section4ButtonLink}"><button class="btn btn-lg btn-green mt">           ${section4ButtonLabel}</button></a>      </div>   The <a href= is pulling a http link that the user can define in the editor, the button class is setting up a green button as defined in the CSS, and there is our Variable to display the label which reads “More Questions?” Here’s what it looks like in the editor:   So this is great, and it makes sense because you can see this was all set up and defined by a professional. What if you wanted to add your own? Is that even possible?   Naturally it is!   First, figure out what you want to convert to a Variable. Is it a piece of text like a button name or a link? Is it a color? Is it a yes/no choice?   Let’s say we want to add a variable that controls the color of the buttons. We have two, both using the same color green, and we want whoever is running the landing page editor to change that without having to go to the template:   Step 1: Define your variable:        <meta class="mktoColor" id="ButtonColor" mktoName="Button Color" default="#1DA083">   We’re talking about colors so the class will be “mktoColor”. The ID can be anything we want it to be as can be the mktoName. The default is the same lovely green shade as was used before.   Now we need to call this color.  Looking at the CSS, we can see the .btn-green is defined as this:        .btn-green {           border: 4px solid #1da083;           border-radius: 60px;           color: #fff;           background: #1da083;           -webkit-transition: none;           -moz-transition: none;           transition: none;      }   The background is the color we want to change to a Variable so it can be edited without having to access the template.   Change the code to this:        .btn-green {           border: 4px solid #1da083;           border-radius: 60px;           color: #fff;           background: ${ButtonColor};           -webkit-transition: none;           -moz-transition: none;           transition: none;      }     Approve the template and check out the landing page in the editor:     Well that’s fantastic, but there’s a separate color for the border, we could just as easily add a variable for it as well:        border: 4px solid #1da083;   We don’t want to HAVE to add another new variable for just the border. We could change the border at the same time as the button. By changing #1da083; to ${ButtonColor};   The trick now becomes what if you change your mind? What if you have a variable in the template that is no longer desired? How do you get rid of it?   Remember each variable is two pieces, the definition and the call. You have to remove BOTH pieces. Technically removing the call would be enough to prevent the change from being made on the page, but the definition is what makes the variable appear in the Landing Page Editor, if you only removed the call then there would be a non-functional Variable in the landing page editor.   So in the case of our button color:   Step 1 would be to strip out the meta tag containing the definition:     Step 2 would be changing the variable name where it’s being used to some fixed value:        .btn-green {           border: 4px solid #1da083;           border-radius: 60px;           color: #fff;           background: ${ButtonColor}; -> change this to some other fixed color. #00FF33; or the original #1da083;.           -webkit-transition: none;           -moz-transition: none;           transition: none;      }   Doing both pieces will prevent the Variable from being listed in the Landing Page Editor and prevent it from having any effect on the page.  
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  Marketo now fully supports responsive landing pages, we call the new style a "Guided Landing Page". A Guided Landing Page is one that is capable of dynamically resizing itself for different window sizes and devices. If you’ve used the Marketo interface to set up an Email Template and an Email, the basic concept of setting up a responsive template and landing page will feel pretty familiar.   First you have to define a template that contains the editable areas of the landing page, once that is completed you use that template to build the landing page. Unlike the Email editor however, constructing and altering a responsive landing page template will require a minor amount of HTML knowledge.   If you are not comfortable in HTML and do not have an HTML developer available to assist you, Marketo’s services team can help! You can reach them at services@marketo.com   To get started, first visit our Template Library for Guided Landing Page Templates located here: https://docs.marketo.com/display/public/DOCS/Guided+Landing+Page+Templates;jsessionid=5D71353C1CBF708DEC3DAB1588E78B4F     Select the template you’d like to use, right click the link and select “Save Link As” to download the HTML code.   Once the template is saved locally on your computer, go to where it’s saved and open it in the text editor of your choice. What you’ll see is a whole bunch of HTML:     In your text editor, use CTRL-A to select all and CTRL-C to copy it to the clip-board. (On a Mac this is Command-A and Command-C) then log on to your Marketo instance.   In your Marketo instance, go to the Design Studio and select “New Landing Page Template”     In the New Landing Page Template window, assign your template a folder and a name, then make sure the editing mode is “Guided”. The “Free-form” mode is for the non-responsive templates that we had before. Click “Create”!     Now we’re ready to replace the sample template code with the code you downloaded from the Template Library.   CTRL-A (Command-A on a Mac) will select the starter code and CTRL-V (Command-V) will paste the template code right over the top of the existing code. The template will save itself automatically when finished.     Now that the template is ready to go, we’re ready to see it in action!   Using a Marketo Guided Landing Page Template:   Now that we have a template created, we’re ready to start using it. Close the template tab where the code is and go back to the Design Studio.   Select the template you just created and approve it.     Once the template is approved, you can use it to create a landing page. In the new landing page window, assign a folder and a name and select the template you just created. Click “Create”!   You can always identify which templates are responsive and which are not by looking for a little window icon on the right hand side. If the window icon is present then that template was created using the new Guided editor and is fully responsive. If the window is not present, then that template was created using the old editor and it’s NOT responsive. You cannot automatically convert an old non-responsive template to a new one.   Congratulations! Your new responsive template is ready to use!   Please see our documentation here on how to edit a Guided Landing Page:   https://docs.marketo.com/pages/releaseview.action?pageId=7515306      
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