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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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We have enhanced the behavior of the unsubscribe functionality to make it “durable”.  We have added a master email status, which is separate from the unsubscribe flag visible on the lead detail record.   If the unsubscribe flag is set from false to true, the master email status is updated, and the change is propagated to other leads with the same email address. Update the Unsubscribe flag from True to False (e.g. Re-subscribe a lead) When a lead is imported, the unsubscribe flag WILL NOT be overwritten by the import. Here are the ways a lead can be re-subscribed: 1.   In SFDC, uncheck the Email Opt Out field.  This WILL sync to Marketo. 2.   Manually update the lead detail record by un-checking the unsubscribe flag 3.   Run a Change Data Value Flow Action on one or many leads a.  Select the attribute “unsubscribe” and set the value to False 4.   Update an existing lead via SOAP API 5.   Form Field – set a field on a form to set the unsubscribe flag to “false” and this will unsubscribe the lead a. Best practice would be to have text on the form that says that by filling out this form, they are agreeing to receive email communication Creating a New Lead When a new lead is created, we check it against the master email status table.  If the lead was previously unsubscribed, we will update the record to be unsubscribed.   Changing an email address If you change the email address of a lead to an unsubscribed email address, the lead will be unsubscribed.  This change can occur in either Marketo or SFDC. If you change an unsubscribed email address to one that is subscribed, the lead will be subscribed.    
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Issue When I go to the Support area of Nation, I do not have full access to all the areas and tools.   Solution Our system is specific about how you need to access the Support Portal before we can authorize you to use it. The proper steps to take for us to authorize, and for you to submit cases, are as follows:   Log into your instance Click the Community tile (step 1 image) Click Support in the top banner (step 2 image) Click Submit a Case option (step 3 image) Choose from top options depending on what you need to do (step 4 image) Create a case, Manage authorized contacts, edit your Info   Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually. Step 1 Step 2   Step 3 Step 4   If you experience issues, please email marketocares@marketo.com
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Issue You have a field (e.g. Most Recent Website Visit) that you want to see previous values for without needing to look through the activity log. Solution This can be done using a few custom fields, and one trigger campaign. Make duplicates of the field you want to see most recent values of (e.g. Most Recent Website Visit 1, Most Recent Website Visit 2, etc.) while still keeping the original field. Use the original field as you previously have, but set a trigger campaign to look for data value changes to that field. In the flow of that campaign, set the logic like so:   (1) Change Data Value: Most Recent Website Visit 3 new value: {{lead.Most Recent Website Visit 2}} (2) Change Data Value: Most Recent Website Visit 2 new value: {{lead.Most Recent Website Visit 1}} (3) Change Data Value: Most Recent Website Visit 1 new value: {{lead.Most Recent Website Visit}}   Using the above flow, the most recent values for the field can be checked without looking into an activity log. This can be useful in a number of ways, for example this information could be included in an email or alert. Another example, if the primary field (in the above example it is Most Recent Website Visit) is updated to a value that it should not have, then you can setup another campaign to update Most Recent Website Visit using the value in Most Recent Website visit 2 to restore the previous value.   Warning Please Note: The above process can be somewhat resource intensive (particularly if a large number of records trigger the campaign at close to the same time), this should be done with as few fields as possible to assure good instance health overall.
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Issue You would like to know which partition a record that was captured by using "Forward to a friend link" in an email will be created in. Solution The record will be created under the partition which is associated with the work space under which the email asset is present. The record will not be created under the default partition.  For example, if you have a workspace named "Asia" which is connected with the partition named "APAC", then leads created via Forward-to-Friend links in emails stored in the "Asia" will be created in the "APAC" partition.
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Issue You want to know the difference between a field with the type of string and text area.   Solution Both a string and text field will hold information that you can freely write in. The major difference between the two fields is how many characters you can put in these fields. A string field has a limit of 255 characters, whereas a text field has a character limit of 30,000 characters. (This is a general rule.  It may vary by application and platform.) A string field is a good choice if you wanting to store data like address, names, or simple custom data. A text area field is a good choice when you want to store information from something like a comment box on a form or if you are importing a large block of text.  
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Issue You try to approve a segmentation and get the error message of "No possible draft" even when there is a draft in place. Solution This error message can be a little misleading, as there usually is a draft in place. Check to make sure that segments in the draft have Smart List filters in place and that there are no empty values in the smart lists. An example of an empty value would be "First Name is ____" instead of "First Name is Joe."
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Issue You have a lead that is marked as Email Suspended and you are not sure whether they can receive Marketo emails or not. Solution When emails bounce as spam, the lead that bounced is set to "Email Suspended." "Email Suspended" is a historical field.  A more accurate name for this field would probably be "This email was suspended at some point in its history."  The actual suspension only lasts 24 hours. To see if the lead is currently suspended, check the timestamp on the 'Email Suspended' field.  If it is more than 24 hours ago, the lead is not currently suspended and can receive email from your Marketo instance.  However, the "Email Suspended" flag will remain on the lead record for the purposes of future troubleshooting.  It is not possible to set "Email Suspended" to "false" once it has been set to "true."  The "Email Suspended Cause" field will provide the bounce message associated with the most recent spam bounce.    
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Issue List Import shows other lists Pending Import import even though you are only importing one list.     Solution The List Import function can be accessed via API as well as through the Marketo user interface.  By default, the list import function can process two list imports at a time and can queue up to ten more.  If the API has a large number of list imports queued up, this may interfere with your ability to import lists in your Marketo instance.  If this occurs regularly, you may want to work with your IT department to schedule the API calls to run outside of business hours.
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Issue How deleting or archiving programs will affect the Lead field: Acquisition Program.     Solution If you delete a Marketo Program, the field will append a "deleted" at the end of the Program Name. For example, if the Program Name was "July 2016 newsletter" for Acquisition Program, after deleting the Program, the field value would change to: "July 2016 newsletter  -  deleted (####)". The numbers represent an activity ID on the backend. Note: Archiving Programs does not affect the Acquisition Program.    
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Issue In the activity log, you see that a lead has been added to a Marketo Custom Object, but in the Custom Object tab there is no data. Solution The reason why that it appears as the custom object data is missing for a lead is because the custom object data becomes disassociated to the lead and associated to another lead when the custom object data is pushed into Marketo. When the custom object data is pushed to Marketo intended for lead A with the same dedupe field value of an existing custom object record associated to lead B, it disassociates it from the lead B and associates it with lead A. Therefore, when looking at lead B that has had an 'Add to Custom Object' activity, but does not have the Custom Object data visible in the Custom Objects tab, it is because the custom object data was associated to another lead.   For example: On Lead A, custom object data is added on x time with the dedupe field value 'test' --> custom object data is associated to this lead and is visible in the Custom Object tab On Lead B, custom object data is added on y time with the same dedupe field value 'test' --> existing custom object data that was created in previous step is now associated to this lead, becomes visible in the Custom Object tab Since the custom object data is moved to this lead, it is no longer visible in the custom object tab for Lead A.
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Issue Description Why is the number of records shown in the Opportunity Analysis report in Revenue Explorer different from the number of records shown in a smart list with the same filters? (e.g. 100 records in Opportunity Analysis vs. 200 records in smart list) Why are some records in the smart list do not appear in the Opportunity Analysis report? Issue Resolution The attribution settings is set up to report on "Explicit: Only contacts with roles (default)" This means, the records in a smart list that do not appear in the Opportunity Analysis Report in RCA, are contacts without roles. Who This Solution Applies To Customers using Revenue Cycle Analytics
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Issue Description How to create a Smart List that only shows leads created in Marketo. Issue Resolution Create a Smart List using the filter "Original Source Type - is not - Salesforce.com" Who This Solution Applies To Customer's integrated with Salesforce
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Issue Description You want to measure who clicks a specific link that uses a query string from a landing page, but when you try to use this logic in a smart campaign or smart list, it tells you the URL can’t be found, even though you can see the URL embedded on the landing page.       Issue Resolution If you are using the link "marketo.com/company/contact/?firstname=test", then you need to seperate the url into the link and the query string. The root domain (Link in the filter/trigger) will be marketo.com/company/contact/ and the query string (from Add Constraint dropdown) will be firstname=test. This will allow you to correctly track the links you are wanting.       Make sure that you have the correct Web Page associated as a constraint as well.     For a better understanding of what query strings are, they are the parameters that are preceded by the "?" in the url.         Is this article helpful ? YesNo
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Issue Description Are smart list filters that accept text values case-sensitive (e.g. First Name, Last Name)?   Issue Resolution Smart list filters are NOT case-sensitive. For example: If you use the smart list filter 'First Name is John', it will return leads with First Name 'John' or 'john' with a lower case 'j' Vice versa: If you use the smart list filter 'First Name is john', it will return leads with First Name 'john' or 'John' with an upper case 'j' Is this article helpful ? YesNo
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Issue Description A lead qualified for a Smart Campaign even though they do not meet the Smart Campaign filter requirements Issue Resolution At the time the campaign ran, the smart list was configured differently, which made the lead qualify at that time. The smart list of the campaign was then changed after it ran. Users with admin permission can check this using the Audit trail https://docs.marketo.com/display/public/DOCS/Change+Details+in+Audit+Trail#ChangeDetailsinAuditTrail-AssetAuditTrail
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Issue Description You've been using Marketo for a while and have started noticing that smart lists take longer to process than before. There are multiple filters in your smart list ranging from really specific attributes about a person to really broad geographical information. Issue Resolution The best performance will come when you order the smart list filters from most restrictive to least restrictive. Since your entire database is checked against the first filter, if we can narrow down the number of leads which move on to the next, there are fewer and fewer leads who qualify for each of the subsequent filters. Many times, the processing difference will be minimal. However, as your database grows, the penalty on efficiency can grow over time. If you haven't checked it out already, take a peek over at our product documentation for smart list best practices: https://docs.marketo.com/display/public/DOCS/Best+Practices+for+Smart+Lists
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Issue Description You have a Smart List that should exclude a group of leads from a campaign, but they still show up in the Qualified Leads list   Issue Resolution Check the filter logic for your Smart Lampaign. "Or" logic allows leads that only qualify for some but not all of the filters to be included in the membership.  For example, you could have a Smart List with the following filters. SFDC Type = Contacts Unsubscribed = False (You are trying to exclude unsubscribed leads) Visited Webpage - http://www.company.com/products   If you use the following Advanced logic - "(1 or 2) and 3" - you will still have unsubscribed leads showing up in the list because they are Contacts, and the logic says they can be either Contacts or Unsubscribed = False.  They only need to satisfy one of the two filters to qualify, and an unsubscribed Contact would go through.   There is a blog post that goes into more detail on this.  Smart List Logic - How many people do you want in your club? Is this article helpful ? YesNo
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Issue Description You created a smart list, but did not define any filters, and are wondering if this will cause no leads to show up in the results.   Issue Resolution If you create a smart list and you do not define any filters, this will cause all leads in your database or leads visible in the partition and workspace to appear in your results.   This can create problem if you have nested smart list. For example, if you have a smart list with the filter "Member of Smart List = Lead not in" with smart list A selected and smart list A has no filter, this logic will cause you exclude all leads in your database. Is this article helpful ? YesNo
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Issue Description You try to approve a segmentation and get the error message of "No possible draft" even when there is a draft in place. Issue Resolution This error message can be a little misleading, as there usually is a draft in place. Check to make sure that segments in the draft have smart list filters in place and that there are no empty values in the smart lists. An example of an empty value would be "First Name is ____" instead of "First Name is Joe."
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