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Issue Clicking "Automatically copy over from HTML" or "Copy from HTML" in the Email Editor fails to copy the contents over to the Text Only version of the email. Solution This can occur if there are no editable sections in the email asset. Only in editable sections of an email will be copied over to the Text version of an email. Here is additional documentation: https://experienceleague.adobe.com/docs/marketo/using/product-docs/email-marketing/general/creating-an-email/edit-the-text-version-of-an-email.html?lang=en A quick workaround would be to manually copy and paste the content you wish in the Text Version, and in the future build/use templates to make emails with editable sections.    
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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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Issue CORS Policy Error for form submission occurring intermittently   Solution   1) Confirm there is only one form embedded on the page.  2) Create a blank landing page on the same domain as the page with the issue 3) Embed your form using the exact code provided by Marketo 4) Confirm whether the error occurs on the blank page with the Market embedded code 5) If you are still experiencing CORS Errors after conducting this testing, then create a support ticket with the following details: -The form -The test landing page you used -The domain that you are experiencing issues with -Screenshots of the error received   Root Cause If you have customized the embedded code, Marketo Support is not able to troubleshoot custom code. Multiple embedded forms on a single page can cause the forms to not work incorrectly. Multiple forms embedded with different domains may require your IT team to make sure resources are requested correctly from one domain to another. Environment Marketo form embedded on a non-Marketo webpage  
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Issue LinkedIn leads generated through LinkedIn Lead Gen form does not populate Inferred State/City/Country values. Solution Use field mapping between Marketo and LinkedIn to make sure inferred State/City/Country fields are mapped to respective LinkedIn fields so that they are captured in Marketo. Root Cause The inferred State/City/Country is populated via the person tokens and that information is normally captured when a lead fills out a Marketo form. If instead, the form used is a LinkedIn form, then that information is not passed over to the Marketo lead fields. Environment Marketing Activities LinkedIn Lead Gen
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Issue When creating a new Landing Page asset in Design Studio, an approved Landing Page template does not show up in the template drop-down list. Any attempt to clone an asset which uses this template throws error indicating it cannot be cloned. Solution In Design Studio, 1. Select the template in question on the left-hand side folder tree 2. On the right-hand side, mouse-over template name and click the pencil icon that appears on the right corner of template name 3. Change the template name to a temporary name 4. Click the pencil icon again and revert it back to the original name Root Cause This is due to corrupted template name which happens due to simultaneous edits or renaming of templates multiple times. Environment Landing Page Design Studio
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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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  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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Issue Best practices for avoiding corruption in cloned assets. Solution When cloning assets you should always clone from the original asset. Say that you have email A, and you clone that original email into version B, and then clone version B into C, and clone C into D, etc.  There is potential for asset corruption when clones are cloned repeatedly. It is best to clone the original rather than making clones of clones. When creating assets, whether they are individual assets like emails or complex assets like programs, set one as the master asset and clone all copies from the master.
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Issue -Error editing image in email: “image URL does not exist” or “image URL cannot be found”   Solution Option 1 -Set up SSL for landing pages (Recommended!  SSL should be a baseline configuration for all landing pages and tracking domains). Add SSL to Your Landing Pages - Marketo Docs - Product Documentation Option 2 (Not recommended!   Warning! This is a security risk.) -Allow browser to view unsecured content (can choose to turn this setting back off in the browser after viewing the content) This link below describes how to enable this content in Chrome. https://docs.adobe.com/content/help/en/target/using/experiences/vec/troubleshoot-composer/mixed-content.html This link below describes how to enable this content in Firefox. https://support.mozilla.org/en-US/kb/mixed-content-blocking-firefox Option 3 -Try to use a different browser or try turning off all browser extensions. Root Cause If the issue was sudden, it is likely due to the browser needing an update. Check if there are any updates that need to be done. Environment -SSL not enabled on Marketo instance -Browser blocks unsecured content
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Issue You're receiving an error that states 'Not Allowed - Error approving <asset-name> - {{token-name}} : Token key not found' when trying to approve an email asset. Solution Check that token syntax is correctly inserted with no missing left or right 'curly' brackets '{{' '}}' Check that the field name of the token does not have any incorrect spelling (e.g. Email Address) If the token syntax is correct and the field name of the token is spelled correctly, it is possible that the field name of the token contains a Unicode non-breaking space (e.g. between 'Email' and 'Address'). This would have been inserted if it was copied across from a platform that was encoded with Unicode (e.g. Microsoft Word) - To rectify this, delete the space in the token and re-insert it with a normal space using the spacebar on the keyboard. Once this is corrected, the email approval should work.
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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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Setting an email to "operational" does the following No unsubscribe link automatically added Email will be sent to leads set to Unsubscribed Email will be sent to leads set to Marketing Suspended   Note - when sending an operational message, Unsubscribed and Marketing Suspended leads will still be included in the "blocked from email" count on the schedule tab of the campaign.   When is it OK to use the operational setting?   Sending marketing email to unsubscribed addresses is illegal. For this reason, you should be extremely careful to only use this setting in extremely limited circumstances. Using this setting incorrectly violates Marketo's Terms of Service, and most antispam laws. There may be legal consequences for using this setting incorrectly. Good uses of the operational setting fall into two categories: Transactional messages Relationship messages   What's a transactional message? A transactional message is part of a transaction that a lead has initiated and you are responding to. Here's some examples of transactional messages: Receipts for purchases Registration confirmations Download links in response to form fill-outs Requested assets (whitepapers, spec sheets, etc.)   What's a relationship message? A relationship message describes something that affects your business relationship with the lead. Here's some examples of relationship messages: Downtime notifications Changes to terms of service Recall notices End of service notifications   Operational messages should not contain any marketing content at all. In other words, do not use the operational setting to send a message that contains a receipt and a promotion, only a receipt.
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By default, required fields on Marketo forms show a red asterisk to indicate that they're required. Here's how you can remove or change it.   Please ensure that you have access to an experienced Web developer. Marketo Technical Support is not set up to assist with troubleshooting code. Removing the asterisk The following CSS will remove the asterisk from your code. You can add this to one landing page by dragging in a Custom HTML element and pasting this in, or you can add it to your landing page template so it affects all your forms. <style type="text/css">   form.lpeRegForm li.mktFormReq label {     background: none !important;   } </style >   Changing the asterisk To change the required symbol, you need an image that you'd like to display instead of the asterisk. It needs to be 16x16px, and ideally you should make the background transparent. Create that image, then upload it to Marketo. Get the URL for that image, then add this CSS to your landing pages: <style type="text/css">   form.lpeRegForm li.mktFormReq label {     background:url(' [image URL goes here] ') no-repeat scroll right 0 transparent;   } </style>
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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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  What is the Email API? What is the Email API used for? What is Email 2.0? Does the Email API Work on Email 2.0 Assets? Will the Email API Break when Enabling Email Experience 2.0? How Are 1.0 Assets Upgraded to 2.0 Assets? What to Do When an Email Was Accidentally Converted to Email 2.0 format?     What is the Email API? API stands for Application Programming Interface and the Email API allows an automated process to create and edit emails in Marketo. There are also other API calls that involve emails, such as Approve Snippet (assuming the Snippet is used in an Email) and Clone Program (assuming the Program contains Emails). There are also API calls to create and update Email Templates. Essentially, the API can do many things that you can also do through the Marketo user interface, but then in an automated fashion.     What is the Email API used for? There are many scenarios: an external system could create Emails in Marketo using data that lives outside of Marketo. A translation service provider could clone a master Email, translate it to many languages, then save them back into Marketo as localized Emails. A reporting system could extract Emails from Marketo to use in reports that are generated outside of Marketo. An external system could Clone a Program that contains Emails, then populate the Program Tokens and schedule the Email to be sent out at a specific time. There could be an external email template creation system that creates new Email templates in Marketo through the API.     What is Email 2.0? “Email Experience 2.0” is the new Marketo product feature with the enhanced email editor, documented here: https://docs.marketo.com/display/public/DOCS/Email+Editor+v2.0+Overview. It can be switched on in Admin > Email > Edit Email Editor Settings. All Emails and Email Templates also have a version number, either 1.0 (the old version) or 2.0 (the new version). If we refer to “Email 2.0 asset” we mean an email or email template in the new upgraded 2.0 format.     Does the Email API Work on Email 2.0 Assets? Yes.     Will the Email API Break when Enabling Email Experience 2.0? No. Enabling Email 2.0 will not automatically upgrade Emails or Email Templates to the new 2.0 format. The Email API can still create new Emails and Email Templates in the 1.0 format.  However – after enabling Email 2.0 – any Email or Email Template that is created or edited and approved through the Marketo User Interface will automatically be upgraded to the 2.0 format.     How Are 1.0 Assets Upgraded to 2.0 Assets? If you edit an “Approved" or “Approved with Draft” 1.0 Email with Email 2.0 enabled, the draft is converted to the 2.0 format. You can still discard the draft to go back to the approved 1.0 format. Once you approve the email and it becomes 2.0, the Email cannot be converted back to 1.0. If you edit a “Draft” 1.0 Email (never been approved), this will automatically be converted to 2.0 with no option to revert back to the 1.0 format. The same applies to Email Templates.     What to Do When an Email Was Accidentally Converted to Email 2.0 format? If an Email or Email Template was accidentally converted to the 2.0 format, you’d have to copy the asset contents to a text editor, disable Email 2.0, then create a new 1.0 asset using the content that you copied.
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Issue How to use tokens to personalize some of the information displayed in a Marketo form.     Solution It is possible to use Marketo tokens in the following form elements: Field Labels - Edit a Field Label in a Form Hint Text - Add Hint Text to a Form Field Tooltip Instructions - Add Tooltip Instructions to a Form Field Fieldset Text - Add a FieldSet to a Form Rich Text boxes - Add Rich Text to a Form
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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 The URL for the landing page shows as "https" even though you do not have SSL set up on your Marketo instance, causing the browser to display a "Not Secure" warning.   Solution This can happen if the primary domain and DNS are SSL secure, but Marketo is not.  For instance, if your primary domain is " https://www.mycompany.com " (SSL secure) then the DNS, which is also SSL secure, will push down the "https" transfer protocol down to all the CNAMEs on that DNS.  This will force the Marketo landing page using the CNAME to use "https" in the URL, even though it is not secure. There are two ways to resolve this: Work with your IT department to see if there is a non-SSL option for your DNS Purchase SSL for your Marketo instance so that both your primary domain and your Marketo pages are SSL secure. If you would like to add SSL to your Marketo instance, please contact your Account Manager to see about adding that to your subscription.     
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Issue A lead has an Unsubscribe activity logged in their activity history, but they continue to receive emails after the Unsubscribe.     Solution An Unsubscribe activity is logged when the lead clicks the system Unsubscribe link embedded in a Marketo email.  However, if that link takes them to a Preference Center that allows them to select from multiple options, they may not choose the full unsubscribe option and may continue to receive selected emails.   To confirm if this is the case, find the Unsubscribe activity in their activity log and double-click on the activity to open it. This will show you the choices they selected in the email preferences form.  In the example below, the lead did not fully unsubscribe, they only chose to unsubscribe from specific content. Since they did not choose the global unsubscribe, they will continue to receive some emails.    
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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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