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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

Summary This article explains why certain Company fields show up on the Person/Lead Object when you do a describe API call to Marketo. Issue When making the Describe call on the Lead object in Marketo (/rest/v1/leads/describe.json), several Company object fields are returned along with the Lead object fields. Environment Marketo REST API Solution This is expected behavior. Users can utilize the Describe Leads call to retrieve a full list of the fields available for interaction via the REST API. Several areas within Marketo treat custom Company fields as though they were on the Person/Lead object. For example if you were doing a Bulk Import, you can target the Company and Person/Lead fields and you have the ability to update Company field values as if you were changing it manually on a Person record in the UI. Root Cause This is expected behavior, due to how the Describe call retrieves all

Summary Aggregating/summing two score fields Issue You have two new score fields (for example: 'Implicit score' and 'explicit score') and you're wondering if there's a way to sum/aggregate these scores together for all records within Marketo. Solution To aggregate different score values together within Marketo, you should first create a third 'sum' field meant to capture the aggregate of the two scores. (Example: 'sum score') Now, we have 3 scores: Explicit Score, Implicit Score, and a Sum Score SOLUTION First, setup the scoring smart campaigns for implicit and explicit score as you normally would. Once those scoring programs are setup, add the sum score field to the flow of each respective campaign, increasing that score by the same interval that you increase the implicit or explicit score by. This should allow the scores to aggregate over time. Example 1 "Implicit Scoring campaign: Trigger: Visits web page 'x' Flow: 1. Change Score [Implicit score] Change: +5 2. Change Score [Sum score] Change: +5 Explicit Scoring campaign: Trigger: Fills out form 'y' Flow: 1. Change Score [Explicit score] Change +10 2. Change Score [Sum score] Change +10 Final result if a record runs through both campaigns > Implicit score: 5, Explicit score: 10, Sum score: 15" In the above example, the sum score flow step is simply added to each respective explicit/implicit scoring campaign, with the same change interval applied. Once applied to all relevant scoring programs in the instance, the sum score should continue aggregating the two scores into the sum score field. If you're increasing both explicit and implicit scores within one campaign instead of separating out by score type, you could also accomplish this with the same logic and instead adding the summed score interval within that same flow, for example: Example 2 "Scoring campaign: Trigger: Person is created Flow: 1. Change Score [Implicit score] Change: +3 2. Change Score [Explicit score] Change: +4 3. Change Score [Sum score] Change: +7 Result > Implicit: 3, Explicit: 4, Sum: 7" -------------------------------------------------------------------- Potential Alternative solutions: 1. Have your SFDC/CRM Admin create a workflow within the CRM which sums the two fields as they sync. This requires the score fields in question to be synced to the CRM. 2. Call a webhook, which will keep the aggregate in line with the individuals each time it's called. This would be a custom webhook implementation that Support cannot assist with. Sources for alternative solutions: How to sum Lead Scores in one aggregate score field Add two Scores in Marketo

Adobe Marketo offers a number of ways to contact Marketo Support directly for assistance from our different support regions. Further details about your Adobe Success Plan can be found HERE. Note: If your Marketo Instance and Users have been migrated to Admin Console, refer to this Admin Console Overview page for managing the Adobe entitlements across your organization and to engage Marketo Support. Marketo Support Portal (https://support.marketo.com) The Marketo Support Portal features a web form to submit support cases to Marketo Support. The form provides 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. We encourage you to leverage our Best Practices when submitting your case to Marketo Support. Support Services – Regions, Hours, and Languages Authorized Support contacts can engage Marketo Support by calling one of our Adobe Enterprise Phone Numbers for your region. Live Telephone and Online Technical Support Priority 1 incidents: 24x7x365 via phone or online support case Priority 2-4 incidents: Support available during regional business hours via chat or online support case. Regional Business Hours Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents. If Adobe is contacted for support by someone other than the designated Named Support Contacts, Adobe may request that that the support case be resubmitted by a Named Support Contact. Languages Japanese language support is available during Japanese regional business hours, excluding holidays or Adobe days off. Japanese support is not available for Adobe Commerce. With the above exception, all Support will only be provided in English. Support Access Customer will grant Adobe Support access to applicable customer systems via remote support tools controlled by Adobe for the purpose of troubleshooting and support services. Regional Business Hours for Support Applicable regional business hours are based on the billing address in the Sales Order or purchasing documents. Americas Europe, Middle East & Africa Asia Pacific Japan 6 am – 5:30 pm 9 am – 5 pm 9 am – 5 pm 9 am – 5 pm

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 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

Issue Users for your Marketo instance are unable to log into the instance. Solution Check your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it. In this situation, please contact your Marketo Account Representative to discuss the status of the instance and regaining access.

Question: Is it possible to assign a lead owner during a list import? Answer: No. The reason for this is because lead ownership is a Salesforce functionality and should be first done from within Salesforce. If you are not able to do the assignment in Salesforce, here is one option that is available to you within Marketo: 1) Upload your leads into Marketo's Lead Database without lead owner information. i.e. your import CSV will not have any lead owner column in it. More information on importing leads can be found here: Import a List of Leads from a Spreadsheet into Marketo (Import List). 2) Once the list import is successfully completed and your leads are in Marketo, you can use the "Sync Person to SFDC" flow action to assign lead ownership. More information on the "Sync Person to SFDC" flow action at Sync Person to SFDC.

Issue You added yourself to the Send Alert To portion of the List Import process and continue to receive unwanted Alert Emails every time a list is imported. Solution During the next List Import process to the problem Static List in Marketo, you'll want to select the Edit Send Notification from the window that pops up in the top right section of your screen after the import process is started. Selecting the Edit Send Notification will cause a new window to open up that shows all of the email addresses who will be sent an Alert Email once the import completes. If you no longer want to receive the Alert Emails for this static list going forward, deleteyour email address and click save.

Issue You created a picklist field in SFDC and want to know if that field will sync down to Marketo with the field type of picklist. Solution Marketo has a picklist option in form fields, but not in Lead Database fields. When you sync a field from SFDC that has the type of picklist, this field will show in Marketo with a type of String. However, when you create a form, the field type for your field will show as "select," which is a picklist.

Issue How do you delete the data in Marketo Custom Object records, or in specific fields on the custom object if the the custom objects have already been created and approved? Solution Marketo Custom Objects are not accessible via the User-Interface. API calls must be utilized in order to delete this record data. You can delete the records via the 'Delete Custom Objects' call Delete Custom Objects If you are interested in extracting any of the existing data, you can use the following GET call. You will need to make a 'Get Custom Objects' call Edit Custom Objects Here is an additional resource that may be useful and relevant List Custom Objects

Issue What happens if you log off (close) Marketo when importing a large amount of data through list import? Will it be processed or resume when you log back in? Solution It will keep running if you log off. Next time when you have a large list to import, we would recommend sending a notification to yourself. There is a little box you can put your email address in right when you start the import, it will email you when the import is done.

Issue Leads with the same first and last name are not showing up in the Possible Duplicates list. Solution For leads to be in Possible Duplicates, they need to have the same email address which is the unique identifier in Marketo. This is the only matching that Marketo does. If the first and last name are the same and one is missing the email address or has a different email address, Marketo will not recognize this as a duplicate.

List imports can fail for a number of different reasons, so finding what that reason was is the first step to fixing what went wrong. When a list import fails to import leads, the Import Status dialog box will give you an error to tell you that some of the leads failed to import. The “Failed: X Leads” showing in the Import Status dialog box is a hyperlink. This is a article attached image When you click on the hyperlink, it will download an Excel file that carries the details of what caused the failure. The details for the import failure will change depending on the different types of issues, so watch for the explanations in the far right column for each lead on the list. Invalid data for the field type: This is a article attached image Invalid Email Address Warning: This is a article attached image Lead belongs to a different Lead Partition: This is a article attached image

Issue After deleting a lead or contact in Salesforce that has been synced to Marketo as a person record, attempting to merge that synced Person record with another Person record in Marketo keeps failing. Solution When a merge is performed in Marketo, the Marketo Sync User will first automatically attempt to merge the associated records in Salesforce. If the records have been deleted in Salesforce this attempt to merge the records in Salesforce will fail, meaning that the rest of the merge operation will fail in Marketo. To complete this merge, the best option is to perform the merge through the API. The Merge Leads endpoint allows you to skip the automatic Salesforce merge attempt that will always run when performing the merge through the Marketo UI. Marketo support does not troubleshoot or write custom API calls like this, so it is best to work with your in-house developer or IT staff to create these API calls. http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Leads/mergeLeadsUsingPOST

Issue You have Workspaces and Partitions in your instance, and a static list that used to contain certain leads is now missing those leads. The leads still exist in the database and there is no "Remove from List" activity in the Activity History for the affected leads. Solution This can happen when the workspace that contains the static list no longer has visibility to the partition that the lead record is located in. The lead may have been moved to a different partition, or the partitions that are accessible to the workspace may have been changed. To confirm whether this is the case, do the following Go to Admin > Workspaces & Partitions and locate the workspace that contains the static list Confirm which partitions are accessible to that workspace Go to the lead record of one of the leads that was in the static list before but is not now. See which partition the lead is in currently. If the lead's partition is not accessible to the static lists's workspace, the lead will not show up in the static list.

Issue You want to set a field such as "Country" to be required on a list import. Solution You cannot require a field to be included on a list import. To see any leads imported recently with blank values you can setup a Smart List with a subscription Filters -- Lead was created Source Type - Import [Field you are wanting to watch] is Empty You could setup a daily subscription to get the leads who qualify and then correct those leads as needed.

Issue Issue Description You have a record with a "Change Data Value" activity, but that field doesn't have a value on the current record. There's also an anonymous lead merge (which can be identified by looking for a Merge Leads activity and seeing if "Anonymous Source" is True) on the record. Solution Issue Resolution Check the Change Data Value's "LeadId" field. If this matches the anonymous record's ID (identified from the Merge Leads activity in the "Merge Id" field), then the reason for the value not showing is because upon association of an anonymous lead to a known record, only the activities are merged -- not the values of any fields which may have been recorded as changed.

Issue You notice that new records in Marketo have the 'Website' and 'Company Name' fields populated with the domain of their email address. Solution This will happened when a new lead is created by a form fill-out. If the new record is imported or created manually then this would not apply. This design decision has been a part of the code for many years where the domain of the email is used for the company name and website fields on the lead record. This feature cannot be disabled.

Issue If your Smart Lists are processing slowly, you may be able to speed them up using Segmentations for exclusion lists. Solution Many companies maintain email exclusion lists based on a number of criteria. In Marketo, these are often set up using Smart Lists that are then referenced in "Member of Smart List" filters. However, Smart Lists that reference other Smart Lists can be slow to resolve. Using a Segmentation for your exclusion lists instead of Smart Lists can help your campaigns and programs run more efficiently. Instructions for setting up Segmentations can be found here: Create a Segmentatio. You can then use the Segmentation filters in your Smart List rather than the "Member of Smart List" filters: Use Segment Filters in a Smart List.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Company Fields Appear in Lead Object "Describe" API Call

Aggregating Two Score Fields

Does Marketo reuse or recycle old deleted lead IDs

Contact Adobe Marketo Engage Support

How to Clear Cache and Cookies

Unable to Access Marketo Instance

Is It Possible to Assign a Lead Owner during a List Import?

Removing Yourself from a List Import Alert Email.

Picklist Field Type in SFDC and Marketo

Deleting Marketo Custom Object Record Data

How to Cache or Freeze a List with Random Sample

Log off (Close) Marketo While Importing a List

Duplicate Name Leads Not Showing Up in the “Possible Duplicates” Smart List

TROUBLESHOOTING List Import Failure Reasons

Unable to Merge Marketo Records after the SFDC Record Synced to One of Them Was Deleted

Leads Removed From Static List Without 'Remove from List' Activity on Record

Setting a Field to Be Required on List Import

Merged Lead Has "Change Data Value" Activity But No Value in Field

'Website' Field Same as Email Address Domain

Using Segmentations for Exclusion Lists