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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

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(Article Updated - August 2024) Overview A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop to inbox delivery rates if the IPs or domains involved with sending email are listed on a blocklist. Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When an impactful listing occurs, we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved. There are thousands of blocklists, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions. How it works: Unlike many blocklists, Spamhaus lists senders manually. This means they are proactively watching sender activity, collecting data, and base listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well. Next Steps: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist SpamCop Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions, but it makes it to the Tier II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. How it works: SpamCop lists IPs for one of two reasons: Either the email hit SpamCop spam trap addresses OR A SpamCop user has reported the email unwanted. Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation Blocklist resolution flowchart Successful lead reconfirmation What is a blocklist?

Summary Smart campaign utilizing the 'Fills Out Facebook Lead Ads Form' trigger does not generate any results for people created as a result of filling out a Facebook Lead Ads form. Issue Smart campaigns utilizing the 'Fills Out Facebook Lead Ads Form' Trigger does not trigger for people created as a result of filling out a Facebook Lead Ads form. Solution If you have Workspaces and Partitions set up on your instance, it is important to remember that people created in the database as a result of filling out Facebook Lead Ads form, will be automatically created in your Default partition per design. In a scenario where a trigger campaign is hosted under a workspace that does not have the appropriate visibility to your default partition - the person filling out the Facebook Lead Ad form would not be triggering the campaign. Solution Make sure your trigger campaign lives under workspace which has visibility over the default person partition. To check the workspace configuration go to Admin > Workspaces & Partitions and make sure your default partition is assigned to the workspace where your trigger campaign lives under. Root Cause New people which are being created in Marketo as a result of filling out a Facebook Lead Ads Form will be created by default in the Default lead partition. Environment Customers who have Workspaces and Partitions set up in their instance. Customers who have set up the Facebook Lead Ads integration and have utilized the 'Fills Out Facebook Lead Ads Form' Trigger

Issue Leads in a GoToWebinar event program have a "registration error" status. Solution If this is affecting all new leads registering for the webinar: This is caused by Marketo losing connection with the GoToWebinar service. To resolve this Go to Admin > Launchpoint. Open the GoToWebinar service. Re-enter your GoToWebinar credentials. Once this is done, you can go back to the webinar program and change the status of the affected leads from "Registration Error" to "Registered." If this is affecting only specific leads registering for the webinar: Check the name, email, company, and job title fields for any special characters. GoToWebinar often doesn't allow special characters and will throw an error.

Summary Unable to update Person Source as expected for records created with the LinkedIn Lead Gen Forms and Facebook Lead Ads integrations. Issue New records created through LinkedIn Lead Gen forms as well as Facebook Lead Ads results in the records not updating the Person Source field as expected. Solution Person Source may be set to block updates to the field as noted in the example for Block Updates to a Field - Marketo Docs - Product Documentation. To resolve the issue ensure the field is not set to block updates for the desired update method. Alternatively the Person Source values populated by the integrations can be kept and expected values can be updated to include these sources. Root Cause The LinkedIn Lead Gen Forms and Facebook Lead Ads integrations automatically update the Person Source to preset values when a new record is created in Marketo through the integrations. Blocking field updates to the field may prevent the value from changing to pre-configured values as a value already exist for the integration created records. Environment LinkedIn Lead Gen Forms Facebook Lead Ads

Issue Discrepancy between Marketo webinar atttendance and webinar provider attendence report Solution Compare Webex report with Marketo Program members list to determine which leads are involved. Check to see if the leads involved have the same email address but used different names to register/attend. Workaround: Upload Webex final report to a static list and use the list to update the program attendance. Root Cause Webex issues two reports, a preliminary when the webinar is finished and a final report approx. 12 hours later, which may have updated attendance info. Marketo Engage uses the preliminary report to set the attended status in the program and does not update when the final report is released. Environment Webex Marketo Event Program synced to Webex webinar Final attendance report from Webex, not preliminary

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

Issue You are experiencing slow processing of campaigns, smart lists, and reports. Solution There are three key components that can slow down an instance: Number of trigger campaigns: Trigger campaigns are always on, always listening. If there are 50 campaigns triggering at the same time, all the 50 triggers will be in queue, slowing down your processing and routing inside Marketo. Solution: Reduce the number of Triggers. Convert some of the triggers to batches: Batches also run all the flow steps for every lead at once, instead of serially, which reduces total processing time. Complexity of smart lists: The more complex a smart list, the harder it is for the system to figure it out, which increases backend processing and even creates campaign failures from timeouts. Solution: Reduce the number of nested smart lists called in a smart list. Whenever you ask Marketo to call another Smart List, it has to wait until all of the other smart lists finish, before putting together the final counts. Instead of Marketo looking for the list and running it, just put the filters in the trigger itself. Volume of Leads: With regular cleaning and good systems design, it is fairly easy to keep your system running fast. Reduce the number of leads that can flow through with filters. Clean up the inactive leads at regular intervals.

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!

Issue Issue Description When attempting to add an additional Facebook or LinkedIn Launchpoint service, it does not appear as an option in the drop down. Solution Issue Resolution While we only support one Launchpoint service for each integration type, we support multiple accounts through the Launchpoint service that the customer adds. The user account that is used to authenticate the service will need to have the appropriate permissions to each business page that is going to be used by the instance.

Issue When attempting to import an audience through the Facebook Custom Audience integration an error is received with a variation of the following error text: "error_code": 1870068, "error_summary": "Contains a Disabled Audience", "error_message": "Contains a Disabled Audience: This ad set was paused because it contains at least one audience that was disabled. Disabled audiences were shared by accounts that are no longer active. To fix this issue, remove the affected audiences: <affected_audience_names>" Solution Facebook allows for audiences to be shared across multiple business managers. In the past, if one business manager was disabled after sharing an audience, the remaining mangers would still have access to that shared audience. Facebook made a policy change December 11th, 2018 which has removed the ability to access those shared audiences owned by disabled accounts. To resolve this error, the disabled account must be reinstated by Facebook or an alternate audience with an active Facebook account must be chosen Who This Solution Applies To Clients Utilizing Facebook Custom Audiences

Issue Webinar integration is giving an error "Invalid Username or Password" during setup, even though the username and password are correct. The webinar provider uses your Single Sign-On (SSO) provider for login. Solution Marketo is not able to access the SSO provider and will not be able to log into the service if SSO is used. Use the following workaround for your integration. Disable SSO for the webinar service so that a user with login and password can be used in the Marketo Launchpoint service. Create the integration user in the webinar provider and complete the integration Re-enable SSO for your webinar service after the webinar is over. Who This Solution Applies To Clients leveraging SSO for Launchpoint services

Issue Google Adwords gives the error message " This Google AdWords account is already connected to Marketo and can only be used once. Revoke access in your Google account settings and try again." Solution 1. Click on the Gear Menu in Adwords and Click on "Account Access" tab under account settings. 2. Under Actions menu, Select "Edit Google accounts info" for the Adwords user credentials used in Marketo 3. That will bring up a separate page - myaccount.google.com. 4. In the "Sign-in & security" page there's a "Connected apps & sites" section that lists all of the apps connected to the account - one of them should be Marketo. 5. Clicking the "Manage Apps" link should bring up a list of apps, and clicking on the Marketo app should give you the option to Remove. 6. Once removed, you should be able to reauthorize the account in Marketo.

Issue What type of formats are accepted for uploading data to Facebook custom audiences from Marketo? Solution Note: The phone numbers must always have the country code included even if they are in the same country as your business.. The endpoint for facebook allows the following formats: 1-234-567-8910 12345678910 +44 123 456 7890 With or without punctuation is allowed.

Issue A webhook that looks to be structured the same as other functioning webhooks is failing with HTTP Error 400: Bad URL request. Solution A 400 error message usually means that the request was malformed. In other words, the data stream sent by the client to the server wasn't formatted in the exact way required by the receiving service. You will need to work with the service you are trying to reach to figure out the exact cause of the error with the webhook.

Issue Description You are receiving this error from your GoToWebinar Launchpoint Service: API Error: Authentication succeeded, but access to the requested resource is denied. This error can occur either in Launchpoint Tab's Service details in Admin or when trying to Refresh an Event Program and selecting the service in the drop down menu. Issue Resolution This error "API Error: Authentication succeeded, but access to the requested resource is denied." is a response from GoToWebinar when Marketo sends an API Call to retrieve the Webinar Meeting details. What is the main cause of this? This is mainly a licensing issue with the Account Credentials specified in the Launchpoint service. The GoToWebinar account does not have a GoToWebinar License and therefore, the account has successfully "Authenticated" and the Requested resource (GoToWebinar Meeting Details) were denied as it does not have access to GoToWebinar features. How to check if you have a license? Login into the home page of GoToWebinar with the account credentials used in the Launchpoint Service and check if GoToWebinar Product is selectable. (if GTW is not selectable then the account does not have a product license) Speak to your GoToWebinar Account Admin if you are using a corporate account and ensure that it has a GoToWebinar License. Contact the GoToWebinar's Support Team Other Causes Other reasons this may have occurred is that a Trial account for GoToWebinar was used and the trial has expired. You may be using a login under a corporate account that does not have the license or was removed. - Check with your GoToWebinar Admin for more details Who This Solution Applies To GoToWebinar Launchpoint Users Is this article helpful ? YesNo

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Fills Out Facebook Lead Ads Form trigger campaign does not qualify people

Customer User Guide - Marketo Customer Support Links

Registration error status for GoToWebinar

Updating Person Source for LinkedIn and Facebook created records

Webex Attendance Doesn't Match Marketo Attended List

Marketo and Google Adwords Overview

Marketo Running Slow

Service Level Targets (SLT)

Unable to Add Multiple Facebook/LinkedIn Services

Simulated Live Webinars on GoToWebinar Not Syncing

Disabled Audience Error Uploading Facebook Custom Audience

Webinar Integration Gives Invalid Username or Password Error When Using SSO

Webhook Calls and API Limit

Google Adwords Error - This Google AdWords account is already connected to Marketo

Adding Multiple Social Media Accounts with Marketo

Compatible Phone Number Formats for Facebook Custom Audiences

Webhook Error: HTTP Error 400: Bad URL request

GoToWebinar Launchpoint Service Error: API Error: Authentication succeeded, but access to the requested resource is denied

Webhook calls and API limit

Adding multiple social media accounts with Marketo