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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?

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

The Marketo users at your organization have created several special campaigns for your leads and contacts. Typical examples include sending someone a whitepaper about a new product or mailing a series of nurturing emails for people not ready for sales. To add a lead or contact to one of these campaigns, go to that person's detail page and find the Actions menu in the Marketo Sales Insight section. Pick Add to Marketo Campaign and click Go: You can also select leads in your list and search views if you've added the Add to Marketo Campaign button to those views. You can add 200 leads at once this way: After picking the leads, you'll see a list of potential campaigns; below the selected campaign is a brief description provided by your marketing team. Pick the campaign for this person in the Campaign Name pulldown, then click Finish:

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. 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. The flow step is Change Data Value: Attribute: Favorite Sport New Value: Football 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.

Issue You may experience this error when we create campaigns in SFDC using Marketo Campaign sync through a program. Solution The error that we are receiving indicates that the User Profile that Marketo uses to log into Salesforce doesn't have permissions inside of SFDC to create campaigns. To test this, log into Salesforce using the Marketo sync credentials and try to create an SFDC campaign. If you are unable to do so, then Marketo cannot create campaigns via the sync. You would need to work with your SFDC Admin to grant the Marketo sync user permission to create campaigns in SFDC. If still there is an error, please contact the Salesforce support team, since this error is coming from Salesforce.

Issue You want to send out an email to a group of people and break it up so that it sends in smaller batches over time. Solution To break up an email send over time, you can use a Smart Campaign with Choices and Wait steps in the flow. Example provided below. Choose the criteria you want to use to break up the send. In the example, we use the first letter of the last name. Use a Send Email flow step with a Choice defining your first group (Last Name starts with A-F) and select the email you want to send. For the rest of the leads, use a Default choice of "Do nothing." Add a Wait step. Repeat 1-3 for the each group, separating them with Wait steps.

Issue A lead skips the send email flow step, but processes through the other flow steps. In the results tab and in the lead activity log there is no mention of the email step. Example: Solution If your lead record is blocked from receiving emails, Marketo will not send an email to that lead. If an email is not sent, there will not be a record in the activity log for the lead record or in the results tab of the smart campaign, but the lead will still go through the other steps as normal.

Included in this article Overview Troubleshooting To Try and https:// No Munchkin Tracking Code on Web Page No Visitors to the Web Page Yet Tips for Triggers and Filters Selectors Overview Have you ever tried to enter a web page into a Visits Web Page trigger or filter and gotten an unexplained red squiggly line? It looks like the one you get in Microsoft Word when you have a spelling error. You hover your mouse over it and it says "Invalid URL" even though you know that the web page is a good one. This can be a frustrating one, but here are a few things to look for to troubleshoot this problem. Troubleshooting To Try There are a few different reasons why this could happen. You could have an error in the formatting of the URL entered, you could have a page that isn't being tracked or hasn't had any visitors. Here's what to check for. and Using or in the beginning of the URL can cause the red line to appear. Check if you have it in the URL. If yes, remove it and the red line should disappear. No Munchkin Tracking Code on Web Page If the web page you're entering doesn't have the Munchkin tracking code on it yet, there's no way for Marketo to "see" the page at all. Make sure the Munchkin code is on the page and is actively tracking as it should be. For more details, check out Add Munchkin Tracking Code to Your Website - Marketo Docs - Product Docs No Visitors to the Web Page Yet Another cause for the red squiggly line to appear is if there have been no visitors tracked by munchkin on the targeted page. Filters look through lead record activity logs for the activity they're looking for. If the filter is searching for leads that have visited a particular web page but no leads have logged that activity yet, the filter can read this as an invalid URL, similar to if there were no Munchkin code on the page. Check the page for visits. Make sure you have a munchkin installed on the page you are requesting. Create a test lead and visit the targeted page. Tips for Triggers and Filters Here are a couple of things that may help when using these filters and triggers. Selectors "Is" Selector In Triggers and Filters, if you use the selector "Is", (as in "the web page IS xyz.123.com") then the results returned will only be those from an exact URL match. If you want to also find results for the page xyz.123.com/sales, they won't be returned when using the "is" selector. NOTE: The "is" selector will return results in filters much faster since it is only looking for exact matches. "Contains" Selector If you use the selector of "contains", (as in "the web page contains xyz.123.com"), then this would return results for all pages that have xyz.123.com. Therefore, xyz.123.com/sales would match. The page xyz.123.com/products would match. All variations of that site xyz.123.com would match up. NOTE: The "contains" selector in filters will take a little longer to process because it has to evaluate the entire URL string in every web page visited to identify whether there's a match for the value anywhere within the URL. It's not extremely long of a delay, but you may notice a little slowness.

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!

Issue 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 Solution 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 - 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?

Want to gauge how many leads clicked through a link you have in your social media or other outlets? This can be done using URL Parameters at the end of the URLs you use. Basically, you just add a little bit of code to the end of the hyperlinked URL. When leads click through and arrive at your Landing Page, that code can be captured into a hidden Form field. Here’s how to do it. Quick Overview of URL Parameters In the structure of a URL, there are two main parts. The first part is used for navigation, and the second part is used to pass data along. The two parts are separated by a question mark. For example, let’s look at this URL: www.myawesomewebsite.com?URLParameter=ThisIsAParameter The first part of the URL, “myawesomewebsite.com” is the main part of the URL used for navigation. The whole rest of the URL from the question mark on, “?URLParameter=ThisIsAParameter” is referred to as a querystring. It isn’t needed for navigation to the page specified, but can be used to pass the extra data you want to include. This is a article attached imageThis is a article attached imageThis is a article attached image The querystring contains the URL Parameters, which are used to push data into the hidden Form fields. In the querystring “?URLParameter=ThisIsAParameter” used here, “URLParameter” corresponds to the name of the parameter you use when designating the value for the hidden Form field, and “ThisIsAParameter” will be the value that is actually entered into that field. You can add additional values into additional other fields by adding those into the format of the URL separated by an ampersand like this: www.myawesomewebsite.com?URLParameter=ThisIsAParameter&URLParameter2=ThisIsValue2&URLParameter3=ThisIsValue3 In this example, you’ve got the same initial value being pushed into the first hidden field, but now two more hidden fields will store the next two values as well. The name of the parameter for the second hidden field would be “URLParameter2” and the value put into it would be “ThisIsValue2”. The third hidden field parameter name would be “URLParameter3” and the value put into this field would be “ThisIsValue3”. This is a article attached imageThis is a article attached imageThis is a article attached image Applying This to Social Media Use So, how does this let you track leads coming from each of your social media sources? Well, in setting up your different promotional channels, when adding the hyperlink, you can customize the URL parameter for each channel so that the values passed will input the information specific to where they came from. The parameter values will change from one social media outlet to the next, but the structure and format will stay the same. Let’s use the social media sources of Twitter, LinkedIn and Facebook as examples. Since you’re looking to identify the source of these leads, you’d likely want to name your parameter as “Source” so that it’s easily identifiable. Using the same base URL, let’s see how you’d structure the URLs. For hyperlinks placed on Twitter: www.myawesomewebsite.com?Source=twitter For hyperlinks placed on LinkedIn: www.myawesomewebsite.com?Source=linkedin For hyperlinks placed on Facebook: www.myawesomewebsite.com?Source=facebook When leads fill out the form on your landing page, the Source field will then tell you exactly where they came from! The best part, this is completely customizable and scalable. You can add more parameters and hidden fields to capture additional information like what campaign it is for. Documentation How to make form fields hidden: https://experienceleague.adobe.com/en/docs/marketo/using/product-docs/demand-generation/forms/form-fields/set-a-form-field-as-hidden How to define hidden form field value: https://experienceleague.adobe.com/en/docs/marketo/using/product-docs/demand-generation/forms/form-fields/set-a-form-field-as-hidden (Look for the section on URL Parameters in particular) Using the URL builder to generate the URLs you’ll be using: https://experienceleague.adobe.com/en/docs/marketo/using/product-docs/demand-generation/landing-pages/personalizing-landing-pages/using-the-url-builder

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. This is a article attached imageThis is a article attached image For example: 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 #.

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.

Issue Description How to view email opens and their time of activity per recipient? Issue Resolution Generally, the date/time stamps on email opens by recipient can be retrieved via the results tab of a smart campaign. If the emails were sent via an email program, go into the Control Panel and click the View Results link in the Audience pane. The other ways to get the activities and time by recepient is to: 1.) Create a smart list to find all leads that have opened the specified email and inspect each activity log docs.marketo.com/display/public/DOCS/Locate+the+Activity+Log+for+a+Person docs.marketo.com/display/public/DOCS/Filter+Activity+Types+in+the+Activity+Log+of+a+Person OR 2.) Use the activities REST API developers.marketo.com/rest-api/lead-database/activities/ developers.marketo.com/blog/get-activity-data-via-the-rest-api/ developers.marketo.com/blog/retrieve-activities-for-a-single-lead-using-rest-api/ developers.marketo.com/blog/polling-for-activities-using-rest-api/

Issue Description Customers based in our Sydney datacenter experienced a service issue which caused an intermittent disruption in email sends beginning 10:30 AM AEST local time on November 12, 2018. This issue was resolved at 1:00 pm AEST and all emails are now sending normally. No customers outside of the Sydney datacenter were impacted. During the impacted time frame, some email sends were lost and will not be delivered. The issue occurred intermittently during the affected time, so some emails were sent successfully, while others were not. This documentation provides details on how to identify the impacted lead records. Identifying Affected Leads Symptoms All lead records that were sent emails during the impacted time will show an "Email Sent" activity (as per normal behavior) Leads that were not impacted and successfully had emails sent will show the corresponding "Email Delivered" or "Email Bounced" activities (as per normal behavior) However, the impacted leads that emails did not send to will NOT have any "Email Delivered" or "Email Bounced" activity. They will show the "Email Sent" activity, but there will not be any corresponding activity to indicate what the result was - Delivered or Bounced. The emails that failed to send will not be retried. Leads impacted by this service issue will not receive the email unless customers choose to re-send it through another Campaign or Email Program send. Using Smart Lists to Identify Leads To identify affected leads create the following Smart List: Filter logic: ALL filters Flow Step #1: Was Sent Email Email is any Date of Activity is ‘2018-11-12’ Flow Step #2: Not Was Delivered Email Email is any Date of Activity is ‘2018-11-12’ Flow Step #3: Not Email Bounced Email is any Date of Activity is ‘2018-11-12’ Flow Step #4: Not Email Bounced Soft Email is any Date of Activity is ‘2018-11-12’ Once complete, your Smart List will look like this: The lead records returned by this Smart List will be the impacted records that did not have emails sent during the affected time frame. *NOTE: In a limited number of circumstances, there is a possibility that a very small number of leads did not have the "Email Sent" activity logged. This will be an uncommon occurrence, if it happens at all. Who This Solution Applies To Customers in the Sydney Datacenter. No customers whose Marketo instances are located in other datacenters are impacted in any way. Where to get additional help If you would like any additional help please contact Marketo Support.

Issue Description You have created a Smart List with a filter for a date type field and you are using the constraints either “before” or “on or before” a particular date. However, records with empty value on those field get qualified. Issue Resolution When you create a Smart List using a date field filter (e.g., Date of Birth, SFDC Created Date) and use the “before” or “on or before” constraints, the Smart List will also include people who have no value in said date field. This is an expected behavior as by default Null value is treated as a timestamp with a default value (e.g Jan 1 1900). This is similar to a token having default value and this is also mentioned as a caution within our knowledge base document over here. The work around is to use an addition filter or to make sure that the date value is populated for all the records. You can learn the importance of date stamping in this Champion blog post.

It's one of the most common calls we get in Support - "This lead should have qualified for this campaign, but it didn't. Why?" Here's how we go about answering this question, and you can do it too. Did the lead actually qualify? Sometimes the leads do qualify for the campaign but don't go through the flow. One quick way to check this is to look at the campaign membership. If the lead qualified, it will become a member of the Smart Campaign, even if it doesn't go through the flow. Has the lead gone through the flow before? We can check this in the campaign results. If it has, we need to see if the campaign allows the leads to go through the flow more than once. If the campaign is set up to allow leads to run through the flow multiple times, then we need to proceed with troubleshooting. But if it is not, we have our answer - the lead didn't go through the campaign because it had done so previously and couldn't go through again. Did the trigger have constraints? If it didn't, we move along, but if it did, we need to check and see if the lead met the requirements of the constraints at the time the lead hit the trigger. This is very important. If, for instance, there was a constraint that required a value in a field, and that field was not populated before the trigger went off, then the lead wouldn't qualify. The timestamps in the activity log for the trigger activity and the value change might be the same, but if the value change for the field happened even a fraction of a second after the trigger event, it's still too late. The lead will not qualify. Looking at the lead now, it looks like it qualifies, but at the moment the campaign was triggered, the lead had different information, so check to see when the required values were written to the lead. Did the Smart List have filters in addition to the trigger? Just like the constraints, we need to confirm the lead satisfied the filter requirements before the trigger fired. This can get complicated if one of your filter requirements is "Member of Smart List" because you are going to have to go into the referenced Smart List and confirm the lead met all those requirements, and if that Smart List also contains a "Member of Smart List" filter, then will have to check that one as well and, well, you will see why we in Support recommend against nesting Smart Lists. Has the campaign been changed since the lead hit the trigger? We tend to assume that the campaign we are looking at today is the same as it was when the lead hit the trigger, but this is often not the case. Check through the Audit Trail to see if there have been any changes. Maybe a constraint was added, removed, or changed. Maybe the filter logic was changed from AND to OR. Maybe it used to only let leads go through the flow once. If the campaign was changed, you will need to go through the troubleshooting steps above all over again, checking against what the campaign used to have, rather than what it has now. If you have nested Smart Lists, it may be that the campaign didn't change at all, but a filter criteria in a the secondary Smart List did. This is another reason why nested Smart Lists should be avoided if possible. If you go through these steps and still can't figure it out, open a case in Support and include the results of the troubleshooting above so we can look into it further.

Issue Description Duplicate records were sent an email from an Email Program. Issue Resolution While Marketo prevents sending emails to duplicate records (i.e. same email address) via the same smart campaign, it is possible to send an email to duplicate record when there is A/B test configured for the email program. Specifically, one record can be sent an email from the test sample size while the duplicate record can be sent the email from the winner sample size [see For example, if there are two records for "mary@mail.com" in the audience, Mary can be sent two emails as follows: One record can be sent the email by qualifying for receiving the test from the sample size of the A/B test The other record can be sent the email by qualifying for receiving the winner from the sample size of the A/B test Note: sending the test and sending the winner utilizes individual campaigns which is why the systematic deduplication of emails within a smart campaign does not take effect for this scenario. To prevent this from occurring, exclude the duplicate records from the smart list of the email program.

Issue Duplicate records were sent an email from an Email Program. Solution While Marketo prevents sending emails to duplicate records (i.e. same email address) via the same Smart Campaign, it is possible to send an email to duplicate record when there is A/B test configured for the Email Program. Specifically, one record can be sent an email from the test send while the duplicate record can be sent the email from the winner send. For example, if there are two records for "mary@mail.com" in the audience, Mary can be sent two emails as follows: One record can be sent the email by qualifying for receiving the test from the sample size of the A/B test The other record can be sent the email by qualifying for receiving the winner from the sample size of the A/B test Note: sending the test and sending the winner utilizes individual campaigns which is why the systematic deduplication of emails within a smart campaign does not take effect for this scenario. To prevent this from occurring, exclude the duplicate records from the smart list of the email program.

Issue In an instance where there are multiple workspaces, when creating a new email and right-clicking on a Marketo Starter Template to send a sample email, an error is displayed: Access Denied This error occurs even though the user has all permissions to Access Design Studio and all permissions to Access Marketing Activities. This includes the 'Run Single Flow Action' permission which is required for sending sample emails: "You must have the Access Database - Run Single Flow Actions permission to send sample emails." https://docs.marketo.com/display/public/DOCS/Send+a+Sample+Email Solution This error can occur if the user does not have access to the Default workspace. To solve this, the user must be provided with access to the Default workspace in [Admin > Users & Roles]

Note: Once you have migrated to Admin Console, you can manage your support cases through the feature provided in the Admin Console Platform. To learn more, visit: https://experienceleague.adobe.com/docs/customer-one/using/home.html. 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 imageThis is a article attached image You can also access the support portal directly at 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 imageThis is a article attached image From the My Cases navigation you can access the following case views: This is a article attached imageThis 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 imageThis 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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