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This is a article attached image 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. This is a article attached image   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 Languages Supported: English 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   Languages Supported: English 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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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.
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Marketo Support's Mission is: To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success.   Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any technical questions or concerns. TSEs are responsible for troubleshooting issues within your Marketo instance and common include:   My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community   Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code:    Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API   Our TSEs are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience.   Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented.   Response Time   Our TSEs are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services.  We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to Service Level Targets.
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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.
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Issue Clicking a tracked link in an email either leads to a 404 page or the fallback page. Environment Tracked links Tokens Specific Characters: "#", "$", unbalanced brackets "{" or "}" Solution Do not use the following characters "#", "$", unbalanced brackets "{" or "}" in a link that is tracked when using a token as well. For example: www.google.com/ebook-download.html?ebook={{lead.ebook}}# This will not work and will either direct to a 404 page or redirect to fallback page. When hovering over the link you will see that it is not a normal tokenized link, it will contain something along the lines of: $mktEncrypt.encrypt($mkturl2)/<random characters> Root Cause When using tokens in the url of a tracked link, the email is processed and the tokens are substituted and populated with the correct information. The engine that assembles this information have some characters reserved for use such as #.
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Issue Form in Design Studio will not convert the time format upon language selection. English form with date format dd/mm/yyyy Below is a form using settings with form language selecting German. The date format remains the same "dd/mm/yyyy" when the expected value should be "tt/mm/jjjj" as per language date format Environment Marketo forms and common web browsers such as Chrome, Opera, Firefox. Root Cause This behaviour is related to the browser language settings. It automatically translates the date in the format of the selected language in the browser. Example of the same form with different browser language selected, the date format is changed by the browser 
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Issue The format of the landing page is distorted in comparison to the version displayed in the landing page preview.  Environment SSL Certificates Landing Page Domain Landing Page format is different from preview Landing Page contain unsecure content Landing page template has http instead of https   Solution Ensure all the links used in HTML code used in the landing page template is referencing "HTTPS" and not "HTTP". You can follow the steps outlined in the document below on how to edit landing page template.  Link: https://experienceleague.adobe.com/docs/marketo/using/product-docs/demand-generation/landing-pages/landing-page-templates/edit-a-marketo-landing-page-template.html **NOTE: If the landing pages is approved, a draft version of the landing page is created for any landing pages which is using the landing page template. You can mass approve those landing pages via following steps outlined in the document below. Link: https://experienceleague.adobe.com/docs/marketo/using/product-docs/demand-generation/landing-pages/landing-page-actions/approve-multiple-landing-pages-at-once.html?lang=en Root Cause Once you secure your Marketo landing pages to be served over "HTTPS", you should have not links referencing "HTTP" (unsecured) assets or pages. 
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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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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 -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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