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Issue Why is there a difference between the Exhausted Count displayed in an Engagement Program Stream vs. a smart list using the "member of engagement program stream is exhausted" filter? Solution To account for the difference in a smart list that is displaying a different number of people that have exhausted the content in a stream, in the smart list account for the other conditions the Exhausted Count uses: Engagement Program Cadence of "normal" - this can be included as a constraint on the "Member of Engagement Program" smart list filter The members were not blocked - this can be included in the smart list by using the smart list filters: member of smart list is not blocklisted, unsubscribed = false, marketing suspended = false, email address is not empty and/or email invalid is false. Have not exceeded the communication limit at the last nurture cast - there is no specific smart list filter for this, so it will need to be manually checked in a lead's activity log. Root Cause The Exhausted Count represents the latest exhausted number after the last run/cast. It has other conditions like the nurture cadence of a member should be "Normal", and the member was not blocked or have not exceeded the communication limit at the last nurture cast. If the smart list is configured as follows, then it will display a different number as it does not account for the engagement program cadence of 'Normal' and if a member is not blocked and has not exceeded the communication limit at the last nurture cast. #1: Member of Engagement Program is any Exhausted Content is true Program is [Program Name] Stream is [Stream Name] Environment Engagement Program Exhausted Content Smart List
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Issue Issue Description Using a token in the Smart List of a Smart Campaign yields unexpected results, an error, or the campaign to not trigger.    Solution Issue Resolution Tokens cannot be used in the Smart List section of Smart Campaigns. Tokens can be used in the Smart Campaign Flow, in the following steps: Interesting Moments Change Data Value Salesforce Campaign Steps (add, remove, change status) Create Task
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Issue You have been sending live emails (non-samples) to yourself or colleagues to test functionality of an upcoming email blast, and even though you may be opening the email, you are not seeing the open email activity on the Lead Activity Log.     Solution Note that there may be a slight delay between opening the email, and the activity displaying on the Log. Marketo considers an "open" to be when the images in the email are downloaded, specifically a single-pixel tracking image. The recipient may be receiving the emails and viewing them, but not downloading the images. This would not count as an "open."  Please note that since text-only emails have no images, so they will never log an Open activity. If the images are being downloaded, and you are still not seeing the activity after about 5 minutes, check to make sure there are no duplicate leads that are logging the activity instead.  If you need further assistance, please contact Marketo Support.    
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Issue Sometimes you may get this error when trying to sync a Marketo Program to an SFDC Campaign -  "Not allowed: Salesforce campaign contains incompatible statuses", even though the statuses match in the Marketo program and SFDC campaign.   Solution Check for the statuses in the Marketo program channel and SFDC campaign - you will see the same statuses. This error occurs if there is any case-sensitive error in the statuses. For example, if your Marketo program has the following statuses: Attended, Registered, Unable to Attend and the SFDC campaign has Attended, Registered, Unable to attend. Then you will encounter the above error. You have to change the status in Marketo as "Unable to attend" or change the status in SFDC Campaign as "Unable to Attend"  in order to fix this.    
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Issue When trying to create a new Engagement Program, you get an error stating that your instance has reached maximum number of active engagement programs.     Solution Due to engineering constraints and as well as to have better user experience, we have limited the total number of active Engagement Programs to 100. So you can create as many Engagement Programs as you want, but when you try to activate more than 100, you will get an error message that says “You have reached 100 Active Engagement Programs. Please deactivate some of your existing Engagement Programs to activate this program." The easiest way to see all your Engagement Programs is to use the filter on the navigation tree.  Click the filter icon and select Engagement Programs from the list. This will allow you to see which Engagement Programs are no longer needed so that you can deactivate them to make room for more.
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Issue Description This describes the difference in how filter logic applies to triggers and filters in a Smart Campaign Smart List.   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.
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Issue There are two filters available (Acquisition Program and Acquisition Program Name), but only Acquisition Program Name appears in the lead record and is available as a column in the lead views.  What is the difference between these? Solution Acquisition Program is a system-managed field. It isn't available in many picklists, nor in certain filters. Acquisition Program Name is a field that allows you to use this data more freely as it is not locked by the system. Acquisition Program = Master naming for programs Acquisition Program Name = Friendly usable name    
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To enable Marketo to meet the performance demands of its customers, Marketo has a standardized Data Retention Policy used across the platform. This policy applies to the activities stored in the activity logs of people in your database.   Activities and Data Retention There are three components to our data retention policy: a retention period of 14 days for one activity, 90 days for twelve high-volume activities; and a retention period of 25 months for other lead activities. Activity with Retention Period of 14 days Activities Retained for 14 Days       Delete Lead   Activities with Retention Period of 90 days The high-volume activities listed below will be retained for 90-days. After 90-days, these activities will be permanently deleted. Activities Retained for 90 Days Add to List Change Score Change Data Value Visit Webpage Click Link on Webpage Sync Lead to SFDC Sync Lead to Microsoft Sync Lead Updates to SFDC Update Opportunity Request Campaign Email Delivered* Send Email*   * Email Delivered and Send Email activities change from 25 months to 90 days effective August 31st, 2020.  More information here .   Activities with Retention Period of 25 Months The activities listed below will be retained for 25 months. After 25 months, all such lead activities will be permanently deleted. The only exception is the New Lead activity, which will always be displayed in the activity log. All other activities will be deleted, but the New Lead activity will not, giving you a permanent record of when the lead was created and how. Category Activities Retained for 25 Months Web Click Predictive Content Click RTP Call to Action Fill Out Form Smart Campaign Add to Engagement Program Call Webhook Change Lead Partition Change Engagement Program Cadence Change Engagement Program Stream Change Program Success Change Revenue Stage Change Revenue Stage Manually Change Program Status Compute Data Value Enrich with Data.com Interesting Moment Merge Leads Remove from List Resolve Ruleset Reward Test Group Variant Schedule Test Variants Send Alert Engagement Program Cast Push Lead to Marketo Social Click Shared Link Share Content Vote in Poll Email Click Email Email Bounced Email Bounced Soft Open Email Received Forward to Friend Email Sent Forward to Friend Email Unsubscribe Email CRM - Salesforce Add to Opportunity Add to SFDC Campaign Change Owner Change Status in SFDC Campaign Click Sales Email Convert Lead Delete Lead from SFDC Lead Assigned New SFDC Opportunity Open Sales Email Receive Sales Email Remove from Opportunity Remove from SFDC Campaign Resolve Conflicts SFDC Activity Sales Email Bounced Send Sales Email SFDC Activity Updated SFDC Merge Leads Add to Case Add to SFDC Custom Object Test (Contact) CRM - Microsoft Dynamics Add to Opportunity (Contact) Add to Opportunity (Account) Remove from Opportunity (Contact) Remove from Opportunity (Account) Update Opportunity (Contact) Update Opportunity (Account) Delete Lead from Microsoft Segmentation Add to Segment Change Segment     Retaining Data Marketo’s data retention policy gives you a rolling 90-day view of certain high-volume activities and a rolling 25-month view of other lead activity data. To help prevent any actual data loss, Marketo has developed a Bulk Extract API that enables you to export this data directly if desired. Once exported, you will be able to host this information locally and utilize it in any way you deem necessary. Premium Data Retention Option Marketo offers a premium Extended Data Retention subscription option that will allow activity data to be stored for 37 months instead of the standard retention period of 25 months. The high-volume activities, however, will only be retained for 90 days even with the premium option. For more information, contact your Customer Success Manager.  
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Issue Description Using a token in the Smart List of a Campaign yields unexpected results, an error, or the campaign to not trigger.  Issue Resolution Tokens cannot be used in the Smart List section of Smart Campaigns. Tokens can be used in the Smart Campaign Flow, in the following steps: Interesting Moments Change Data Value Salesforce Campaign Steps (add, remove, change status) Create Task
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Issue Best practices for avoiding corruption in cloned assets. Solution When cloning assets you should always clone from the original asset. Say that you have email A, and you clone that original email into version B, and then clone version B into C, and clone C into D, etc.  There is potential for asset corruption when clones are cloned repeatedly. It is best to clone the original rather than making clones of clones. When creating assets, whether they are individual assets like emails or complex assets like programs, set one as the master asset and clone all copies from the master.
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Issue: I am looking for the ID to one of my campaigns for a SOAP API project I am working on. Solution: The ID can be found in the URL of the campaign. 1.1 Log into Marketo, under Marketing Activities , find and select the campaign in question.     1.2 The URL to the campaign will look something like:   The Campaign ID is between "SC" and "A", in the above example it's "1054".    
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With the evolving best practices and awareness around data privacy, Marketo will be upgrading how we handle form pre-fill. What change is being made? Starting April 24, 2019, Marketo will only pre-fill form fields if the URL used to navigate to the Marketo landing page contains a valid mkt_tok URL parameter value (which occurs when users click tracked links in Marketo emails). What that means is, any time a person is viewing a Marketo landing page with a form, the URL being used must contain the mkt_tok token in the query string, otherwise the form on that landing page will not be pre-filled. If the URL in the browser window does have a valid mkt_tok tracking token, then the form within the page will pre-fill as expected with data corresponding to the person record associated with that mkt_tok. Also note that if you are embedding Marketo Landing Pages within other web pages using an <iframe>, the mkt_tok would need to be passed from the parent page to the <iframe> URL if you intend for form prefill to work within the <iframe> ​How did it work before? Previously, Marketo landing pages would rely on Munchkin tracking cookies to identify known person records, and forms would pre-fill based on that cookie. Form pre-fill did not require being linked to a Marketo landing page from a tracked email link. Why is this changing? This upgrade is being made to provide a more consistent and more secure experience with Marketo’s forms. We have identified that, in the past, people have experienced scenarios where data pre-filled into a form didn’t always correspond with the actual person viewing the page. For example, people using a shared computer or those who may have been cookied incorrectly by clicking through a forwarded email, could end up viewing incorrect data associated with a different person. To provide a more consistent customer experience, and as a security enhancement, Marketo is upgrading the conditions under which the form pre-fill will display known customer information. In short, pre-fill will only work when users clickthrough links in Marketo emails, demonstrating that they have ownership of the email address associated with the known person record. Below is a list of different scenarios and how form pre-fill will work moving forward. Please note, these changes to form pre-fill will not affect any other functionality of Marketo Forms, including the progressive profiling feature. Scenario Will the form pre-fill? Notes Clicking a tracked link in a Marketo email to a Marketo landing page with a form which has pre-fill enabled Yes The email link must have mkt_tok enabled. Links that are not tracked or that have mkt_tok disabled will not work. Navigating directly to a Marketo landing page with a form which has pre-fill enabled No A direct link to the landing page will not have the mkt_tok present in the HTTP request. Refreshing a Marketo landing page with a form which has pre-fill enabled No The mkt_tok is stripped from the URL after Marketo Landing Pages load so refreshing the page will not include the mkt_tok in the URL. As a result, pre-fill will not work. Clicking a link in a sample email to a Marketo landing page with a form which has pre-fill enabled No The sample email will not have a valid mkt_tok attached to the link and so will not pre-fill the form. If you wish to test form pre-fill you will need to use a real email from a Marketo campaign. Navigating to a non-Marketo page that includes an embedded Marketo form which has pre-fill enabled No This behavior does not change with the upgrade. Pre-fill has never been supported for Marketo forms that are embedded on non-Marketo pages. Navigating to a non-Marketo page that includes an <iframe> pointing to a Marketo Landing Page that includes a form with pre-fill enabled With custom implementation The form within the Marketo Landing Page that is being loaded in the <iframe> will pre-fill if the mkt_tok value from the original HTTP request is passed along to the <iframe> URL Visiting a Marketo page with a mkt_tok that is not associated with the same person record as an existing Marketo Munchkin cookie currently stored on the browser No This will prevent the wrong person’s information from being displayed in cases where a computer is shared, or an email with a mkt_tok tracked link is forwarded to another person that may already be cookied as a known person in your database. Copying a Marketo tracked link from an email and sharing/pasting it externally (email, blog, chat, social media post, etc.) that enables another individual to click the tracked link Yes The tracked link in a Marketo email will redirect to a URL with the mkt_tok included, so anyone clicking this link will reach a page and see pre-fill data associated with the known person record from the “to” line of the email.
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Issue When working on an event program, Marketo Engage users are unable to select a webinar provider in the event partner selection. Environment Event program Webinar provider (ON24, Zoom, Cvent) Solution The members need to be removed before setting up the event partner. You can remove members from a program by changing their status to "Not in Program". Root Cause Marketo does not allow selecting an event partner in a Marketo event program with members.
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Issue When searching or grouping a list of leads based on email address filter ‘Contains’ @ sign, you may encountered the different numbers in the ‘People’ tab (result). Environment This behaviour is specific to the email filter as it uses two main indexes; we’ll call them Index 1 and Index 2 when using the contains/not contains operator. Index 1 searches for the entire email address value from beginning to end. This Index is used when the @ character is not included in the list of values. Index 2 searches only for the domain half of the address, which comes after the @ symbol. This Index is used when the @ character is included in the list of values. Solution A suggestion is to create a smart list with two Email Address filters wherein you will have all the ones that do not have the '@' symbol, and for the other, you will include the '@' symbol for the email address and use the logic as 'Any'. That would give you the preferred number of leads in your smart list. Root Cause Marketo database searches for email domains in a way that when using the 'contains' keyword in the 'Email Address' filter, you must make sure that if you are using the '@' symbol in your list of domains that all email domains contain this. If you want to filter for email domains that do not include the '@' symbol, you must make sure that no email domains in your list use the '@' symbol. This behaviour happens when the indexing of the database and the rules that apply to the contains operator.
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Issue Smart campaign email tab's count for soft bounced and delivered activities does not match the number of soft bounced and delivered activities in smart campaign results tab Example: Email tab shows 5 soft bounces, whereas, results show 6 soft bounce activities Email tab shows 10 delivered, whereas, results show 13 delivered activities Solution The email tab on a smart campaign is an Email Performance Report so it is calculated based on documented rules at Email Performance Report | Adobe Marketo   Root Cause There was one lead that opened the email, so the lead was not counted as soft bounced on the email performance report and was counted as email opened based on email performance report rule #4 "If the email is Opened, bounces are ignored." There were three leads that had soft bounce activity also had a delivered email activity. Based on email performance report rule #1 "Each email activity record is set to one, and only one, of the following: Delivered, Hard Bounced, Soft Bounced, or Pending." - in this case, soft bounce takes precedence over delivered email activity so the three leads were not counted as delivered on the report but were counted as soft bounce. Environment Smart campaign Email tab Smart campaign results Email performance report
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Issue If a record which is in a Marketo Campaign Wait Step and is merged into another record, does the winner of the merge continue through the flow?    Solution Winner of the merge will continue through the Campaign flow and complete the remaining steps. To prevent this behavior, remove the record from Campaign using the 'Remove From Flow' step. Environment Records merged in Marketo  Records merged in SFDC
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Issue Single Flow Step to send an email to x number of leads failed  Solution Create a smart campaign and override the person restriction to send an email to a number of people that is greater than the campaign restriction Root Cause The number of people selected to send an email from a single flow action exceeds the campaign person restriction/limit. The campaign restrictions apply to the single flow action because a background campaign is generally created to process the single flow action. Environment Single Flow Action Send Email Campaign Restrictions Smart List
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Issue When an A/B test is in scheduled state and you would want to cancel it. On clicking "Unapprove Program", an error message shows up saying 'Cannot unapprove program -<program name> - is in use'. Solution Within the program, go to the trigger campaign which references these assets in their smart list, for example  1. 'Program_1.Email_Asset_1' used in 'Open Emails' trigger step in smart list 2. 'Program_1.Email_Asset_1' used in 'Clicks Link in Email' trigger step in smart list Remove asset references above within the smart list of the campaign, navigate to program and click "Unapprove Program". Root Cause This is due to the program asset being used in trigger campaigns within the program. Environment Marketing Activities A/B Test
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Issue When adding 'Acquisition Program' attribute as part of 'change data value' flow step, ‘New Value’ will not get saved if it is added as a token. As an example, let's say there is a smart campaign within a program and the program has multiple tokens. One of the token is {{program.Name}} whose value is 'Sales Acquisition Campaign'. In the smart campaign, there is a 'change data value' flow step that updates the value of 'Acquisition Program' attribute to a new value. If this new value is added as '{{program.Name}}' in the flow step, and when navigating away from the campaign flow edit page and navigating back again to the same page, the 'Acquisition Program' attribute's new value will be blank. Solution Use text instead of token to update 'Acquisition Program' value. In the above example, use 'Sales Acquisition Campaign' as the new value in the flow step instead of using token '{{program.Name}}'. Root Cause Marketo does not support use of tokens to update 'Acquisition Program' attribute. Environment Marketing Activities Change Data Value Acquisition Program Token
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Summary You often need to utilise the wait step in your campaign flow but wonder if '1 day' or '24 hours' reflect on a different time when a record hit the wait step and when they were released from this flow step. Issue You wondered how the wait step value 'one day' and '24 hours' differentiate if you use any of these values in your wait step 'without' the advanced duration 'must end on'.    Solution There is no difference between 1 day with the 24 hours 'wait' step value. The value '1 day' will wait and release a lead after 24 hours from the moment a lead hit the wait step.   Environment Production/Sandbox
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