Knowledgebase

Sort by:
Issue Issue Description In a Smart Campaign Results section, there are activities showing that are not campaign flow steps.     Solution Issue Resolution Marketo will display any related activities that were a result of the campaign flow steps in the Results For example, if a campaign syncs a record to the CRM, any associated 'change data value' activities from the sync will be written in the Campaign Results. 
View full article
Issue You would like to pull a report of all the non-marketable records that you have in Marketo. Solution You can do this via a Smart List: Use the Any filter in the Smart List. Filters: Block Listed = true Unsubscribed = true Marketing Suspended = true Email Invalid = true Email Address is empty This Smart List will pull all the people that fall into the blocked leads list. You can also add a view in which you can add above mentioned columns to the smart list which will give a view if a record is block listed /unsubscribed etc.  Reference Doc :- Create and Change Views for Lists and Smart List    
View full article
Issue Is to possible to set up a distribution list (for internal employees) in Marketo? Solution There is no such feature called "Distribution list" in Marketo. An email can be sent to people only of they are part of your lead database. Alternate Workaround: You can create a excel sheet for your internal employees with their email addresses and import them into a Marketo static list.  You can refer this list in your smart campaign whenever you would need to send a communication email. Note: Mark the email you send as "Operational" to ensure that it reaches all the people in the imported list.    
View full article
Issue How "And/Or" logic is applied to constraints in Smart List filters and triggers.       Solution In Smart List filters, additional constraints act as "and" logic.   Example: Was Sent: [this email asset] between this date range min number of times: 2   will function as Was Sent: [this email asset] -and- between this date range -and- min number of times: 2   When you have multiple values inside a single constraint, that is "or" logic. Was Sent: [this email asset OR that email asset] There is not a way to change the logic of constraints, so if you wish to have some sort of 'Or' between constraints then you would have to use multiple filters with 'OR logic between them.    
View full article
Issue You want to add multiple values to a Smart List filter as described here: https://docs.marketo.com/display/public/DOCS/Add+Multiple+Values+to+a+Smart+List+Filter . However, when you go to do so for a field that has a type of "Text" you are not able to add multiple values. Solution This is expected behavior for Marketo Text fields. As a workaround, you can add the same filter to the Smart List multiple times, one for each value you want included.   
View full article
Issue: When selecting multiple values in a string field, it only shows 300 entries in the 'Select...' window. This is a article attached image NOTE: This is expected behavior, we have limited the number of records to show to 300.   Workaround: If there is a value that is not in the 'Selected Values' window, you will need to start typing in the 'Select...'field so the autosuggest will start to filter the values, whatever value that is not already selected in the 'Selected Values'window, will show up in the 'Select...' window.
View full article
Issue There are several special characters that are rejected by the Marketo system on the backend and which can cause errors or strange behavior when attempting to use them in asset or field names. These characters are: [ ' " < > { } ; ] This is a article attached image     Solution These characters should not be used because they are often used in code and scripting languages. Generally, Marketo will give an error if this is attempted. However, in the event that the name is accepted there is a good chance that you will see some strange behavior when attempting to use the asset or field. There is a large range of different behaviors that can result and they are all very unpredictable, so the best choice of action is to not use these characters with asset or field names at all.    
View full article
Issue Description: The Activity Log shows "Fill out a form" without a page visit. How users could fill out a form without visiting the page? Issue Resolution: Google Chrome introduced Incognito. Firefox, Safari, Opera and Internet Explorer implemented Private Browsing. Pages that users visit in Private Browsing/Incognito will not leave traces, like cookies, on users' computers after they close all open windows. A normal visit to any page is not tracked during visits, regardless the navigation path. That includes other pages after the form is filled out. The new Do Not Track feature is a contributing factor for apparently incomplete Activity Logs. When users turn on the Do-not-track feature, the browser tells every website they visit (as well as their advertisers and other content providers) that they do not want their browsing behavior tracked. Honoring this setting is voluntary — individual websites are not required to respect it. Websites that do honor this setting should automatically stop tracking your behavior without any further action from users.
View full article
Issue You would like to use the 'SFDC Oppty Campaign ID' as a constraint for the Smart List filters ' Has Opportunity' and 'Opportunity was Updated', however, it does not appear as an option. Solution By system design, there are some opportunity fields such as 'SFDC Oppty Campaign ID' that are restricted and cannot be made visible in Marketo as a constraint or filter. One workaround is to create a custom field in Salesforce on the Opportunity object that holds the same value as the 'SFDC Optty Campaign ID' field. As a result, this field will appear in Field Management and become visible as a smart list constraint or filter in Marketo. If you would like to implement this, reach out to your SFDC admin.      
View full article
Issue Issue Description Using the "Person was Synced to SFDC" Smart List filter does not return all synced leads.   Solution Issue Resolution This filter specifically is searching for the sync activity for when a record runs through a Flow step. If a record syncs to Salesforce through other means: global sync cycle or program membership, this would not be included in the results for this filter.  Who This Solution Applies To Clients connected to Salesforce
View full article
Issue This describes the difference in how filter logic applies to triggers and filters in a Smart Campaign Smart List. Solution Issue Resolution You can view the video on this here. Filter logic in a Smart List only applies to filters (the green criteria) and not triggers (the orange criteria.) If you have multiple triggers in a Smart Campaign, they will always operate on ANY/OR logic, which is to say, only one of the triggers needs to fire in order for the Smart Campaign to run. The filter logic you select, whether it is AND, ANY, or Advanced, will be used to further filter the leads after the trigger has fired.
View full article
Issue None of the default Interesting Moment Types (Web, Milestone, Email) fit the description you would like. Here's how to create you own interesting moment type. Solution Issue Resolution You can simply type in what you would like the type of the Interesting Moment to be instead of choosing one of the options in the drop down.    
View full article
Issue Users may notice that unsubscribed or blacklisted leads still appear within the Audience section of an Email Program.  Environment This issue is relevant to all Marketo users who are managing Email Programs and observing the Audience list.  Solution Despite being blocked or blacklisted, leads will continue to be displayed in the 'People' list of a Program or Campaign's audience, as they still fit the criteria for the Smart List of that particular asset. The Audience list includes all individuals who meet this criteria.  The blocked leads do get recognized and listed under the Blocked list of that specific program. However, this Blocked list is considered a part of the broader Audience list.  If you prefer these leads to not show up in your Audience, you can modify your Smart List filters. For example, apply the "Unsubscribed is False" filter. Root Cause This situation arises because the Audience count encompasses all leads that qualify for the Smart List, including those that are blocked or blacklisted. The system recognizes and lists these blocked leads separately, but they remain as a subset of the overall Audience.
View full article
Issue The count for the audience of an Email blast program does not match the total members of the Email Program after it has been executed.     Environment This issue is applicable to users who have recently run an Email blast program in Marketo. Solution  The disparity in numbers occurs because the Audience Smart List is evaluated at the moment you access it. As your records evolve, this number can change after the Email Program is run. In contrast, the number of program members, who are the recipients that were emailed through the program during the scheduled run, is fixed at the point the program is executed. 
View full article
Issue When you go to schedule a Smart Campaign, the Status tab says it is "set to affect about N/A people" instead of showing the actual number of leads that should go through the campaign. Solution There are two probable causes for this There is an error in the Smart List. If the Smart List references another nested Smart List, the error may be in the secondary Smart List, so you may need to drill down when you check this. The Smart Campaign has a Smart List in it with the same name. For example, if the Smart Campaign were named "EMEA Networking" but it also contained a Smart List named "EMEA Networking", it would cause the list processor to give this error. Making one of the names slightly different - "EMEA Networking Smart List" - should resolve this issue. If you have tried both options and are still unable to get the affected leads count to resolve, please contact Marketo Support with the results of the above troubleshooting and we will investigate further.
View full article
Issue Leads that qualify for a Smart Campaign run through the flow with a Change Data Value flow step, but some leads don't have a data value changed, while other flow steps still apply. It seems that those leads have just skipped the Change Data Value step and went right on to the next flow step.   This is a article attached image     This is a article attached image       Solution If the new value for the Change Data Value is exactly the same as the current value in the lead record, Marketo will skip that flow step. There won't be an activity entry in the activity log or results tab because the action did not actually happen.  Example Say you had a field called Favorite Sport and a lead that already has the value of "Football" in that field on their record. This is a article attached image   The flow step is Change Data Value: Attribute: Favorite Sport New Value: Football This is a article attached image   In this example, a lead will run that through flow step, but since the value did not change Marketo will just move on to the next flow step.    
View full article
Issue How to use the Web Page, Referrer URL, or Query String constraints to specify web page when using one form on multiple pages. Solution Use the appropriate constraint to specify which page the form is on when using a "Fills Out Form" trigger or "Filled Out Form" filter in a Smart List. There are three options: Web Page Referrer URL Query String   Web Page This constraint is designed for Marketo Landing Pages. If you have one form on multiple pages, and were attempting to specify a Marketo Landing Page, then you would use Web Page.  If you use Web Page, your value is the Landing Page asset name, such as "Global Contact Form Page". Or if the page is local to a program, the name format would be [program name].[landing page name]   Referrer URL This constraint is designed for external, non-Marketo pages. If the form you have is embedded on an external page, the value you would enter would be the URL of the page.This constraint is very picky about the values entered. Say the form is on http://www.pages.domain.com/contact-us.html. Only the following 2 options would function: Referrer URL - is - http://www.pages.domain.com/contact-us.html Referrer URL - contains - www.pages.domain.com/contact-us   By using "is", the exact value must match. When using "contains" a smaller portion of the whole can be used. Even "contains" /contact-us would have worked successfully, but the less specific the value is the more other pages could qualify depending on the use case. Generally, "contains" is advised with a unique portion of the URL because there can often be querystrings on URLs that would then not satisfy the "is" constraint.   Querystrings If the form is on a page, and the page has a querystring, such as: http://www.pages.domain.com/contact-us.html?product=new-stuff, then the form submission activity on the Marketo record would have a new field in the Detail called Query Parameters. (Querystring, Query String, Query Parameters are all the same thing.) If you set up direct links to the Page with unique querystrings, then you would be able to use the Querystring constraint and use values from the querystring in the trigger/filter form fillout campaign.
View full article
Issue A/B test in Email Program status is still showing “Running test…” and not all email variants were sent as expected.    Environment A/B Test Email Program  Sample Size Running Test  Solution To ensure the sample size qualified at least a minimum of the total variants of the A/B test.  For example, if you have a total of 6 records, a sample size of 34% will suffice for 2 records (1 for variant A and 1 for variant B).    Root Cause This can occur if the sample size selected is too small. For example, if you have a total of 6 records, a sample size of 1% will not suffice for 1 record.  
View full article
  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.      
View full article
Issue: When updating program or campaign names, those name changes are not updated in other smart lists or flow steps that reference those assets. This is expected behavior for any smart list filter or flow step that uses a string search method to match campaign or program name. This would be all custom fields or any default field that utilizes a string search for matching program/campaign name.   This is a article attached image This is a article attached image
View full article