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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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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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  Welcome to Marketo Support This guide provides individual links that covers the following topics: Marketo Support Policies Service Level Agreement How to Contact Marketo Support How to Submit a Case Tips on Effective Case Submission Managing Authorized Support Contacts (Support Admins) Managing Your Cases How to Escalate    
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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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  This is a article attached image Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs: Online (Legacy) Business  or PREMIER SUPPORT BUSINESS (Legacy) Premier or PREMIER SUPPORT ENTERPRISE (Legacy) Elite or PREMIER SUPPORT ELITE Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P4. Here are the SLTs and priority levels for each Support Service:   Priority Online (Legacy) Business PREMIER SUPPORT BUSINESS (Legacy) Premier PREMIER SUPPORT ENTERPRISE (Legacy) Elite PREMIER SUPPORT ELITE P1 1 hour 1 hour 1 hour 30 minutes 30 minutes 30 minutes 15 minutes P2 4 hours 3 hours 2 hours 2 hours 1 hour 2 hours 30 minutes P3 6 hours 5 hours 4 hours 4 hours 2 hours 2 hours 1 hour P4 3 days 1 day 1 day 1 day 1 day 1 day 1 day   Here are the descriptions for each priority level: Priority Description P1 Mission Critical:  Core business function down or potential loss of mission critical data P2 Urgent:  Major feature or workflow is not functioning. Mission critical workflow and majority of user community is not blocked P3 Important:  Normal usability or task completion is impacted but functional, or workaround is available P4 Minor:  Minor issue requiring a correction. Normal workflow is not impacted   Find more information About Support here!  
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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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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   Safari Safari for Mac: Manage cookies and website data using Safari   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    
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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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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 What is the difference between Program Status Vs. Person Status? Solution Person Status is an attribute on a record and is an over all status for the record. An example would be a lead that has MQL or Marketing Qualified status. Program Status is the status a lead is in within a program. An example for an lead would be in a trade show or any event type program. This would have a program status of "Invited" or Registered. A single lead can have multiple program statuses, one for each program membership they have. A great way to look at it is, I have a Monthly membership to the Gym and a premium membership to the local warehouse club. I have multiple memberships and statuses for those memberships.. However my "Person Status" is different, I am for example licensed to drive in the state I live. My status is either licensed or not..        
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    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 90 days, 25 months, or 37 if you have purchased the premium data retention option. The official Marketo Data Retention Policy can be found here:  Marketo Activities Data Retention Policy   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.        
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Issue Best practices for trigger campaigns. Solution Trigger campaigns in Marketo look for ANY activity that could be related even if there is a filter or constraint. If you have 10 Clicked Email Campaigns active, and 100 Leads click on an email. Each lead has 10 evaluations to determine if that trigger qualifies. They will still evaluate even if they will not qualify due to constraints or filters. Here are some best practices to assure your trigger evaluation step is as quick as possible: -Turn off any trigger campaigns that are no longer needed. (This will reduce the # of active monitors that will cause evaluations to fire off for a trigger event)       -Note: Once a quarter, Marketo will find smart campaigns that have sat dormant (no people trigger it) for 6 months or more and deactivate them automatically. However you can manually deactivate campaigns on your own.   - Convert Trigger campaigns to Batch if they are not needed for immediate response (for activities or campaigns that can run nightly). Batch campaigns run on a separate component of Marketo's processors which doesn't affect the Trigger qualifier speeds. Each instance's situation can be unique. Our support team would be glad to go over best practices for your instance and also review how you can self-maintain the campaign deactivation through the Campaign Inspector.   
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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 https://docs.marketo.com/display/public/DOCS/Locate+the+Activity+Log+for+a+Person https://docs.marketo.com/display/public/DOCS/Filter+Activity+Types+in+the+Activity+Log+of+a+Person OR 2.) Use the activities REST API http://developers.marketo.com/rest-api/lead-database/activities/ http://developers.marketo.com/blog/get-activity-data-via-the-rest-api/ http://developers.marketo.com/blog/retrieve-activities-for-a-single-lead-using-rest-api/ http://developers.marketo.com/blog/polling-for-activities-using-rest-api/
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  Marketo Support's Mission is:   "To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success."   Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any questions or concerns. TSEs are responsible for troubleshoot issues within your Marketo instance. Common areas within a Marketo instances which TSEs will assist with are:   My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community   Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code:    Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API   Our technical support engineers are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience.   Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented.   Response Time   Our Technical Support Engineers are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services.  We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to Service Level Targets.
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Issue You are experiencing slow processing of campaigns, smart lists, and reports.     Solution There are three key components that can slow down an instance: Number of trigger campaigns : Trigger campaigns are always on, always listening.  If there are 50 campaigns triggering at the same time, all the 50 triggers will be in queue, slowing down your processing and routing inside Marketo. Solution: Reduce the number of Triggers. Convert some of the triggers to batches: Batches also run all the flow steps for every lead at once, instead of serially, which reduces total processing time.   Complexity of smart lists : The more complex a smart list, the harder it is for the system to figure it out, which increases backend processing and even creates campaign failures from timeouts. Solution: Reduce the number of nested smart lists called in a smart list. Whenever you ask Marketo to call another Smart List, it has to wait until all of the other smart lists finish, before putting together the final counts. Instead of Marketo looking for the list and running it, just put the filters in the trigger itself.   Volume of Leads: With regular cleaning and good systems design, it is fairly easy to keep your system running fast. Reduce the number of leads that can flow through with filters. Clean up the inactive leads at regular intervals.    
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Issue You made an A/B Test within an Email Program, and now when you are in a Smart List or Smart Campaign and are attempting to set up a filter (such as Opened Email), you are unable to locate the A/B test email asset in order to select it. Solution When an A/B test is made in an Email Program, the Program must be approved in order for the email to be located by other assets (Smart Lists/Smart Campaigns.) When the Program is approved, the email asset name will be changed to whatever kind of A/B test is used, and will be available for reference in other assets. For example: [program name].Subject Line Test; or [program name].Whole Email Test
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Issue Issue Description How to add a seed list in a batch Smart Campaign or Email Program.     Solution Issue Resolution Import the seed list addresses into an appropriately-named static list Add a filter in the Program/Campaign Smart List to include the static list. The trick will be to make sure the filter logic is correct. Advanced Logic may need to be used in the Smart List of the Program/Campaign. For example, if there's a sending campaign with 5 filters to send to an audience 1 AND 2 AND 3 AND  (4 OR 5) then you will want to use Advanced Logic and put parentheses around the original filter set (1 AND 2 AND 3 AND  (4 OR 5)) and add the seed list outside the parentheses with OR logic (1 AND 2 AND 3 AND  (4 OR 5)) OR 6 In that advanced logic, the original intended membership (1 through 5) exist within its own set of parentheses and the Seed List is included in addition (OR 6).
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  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!  
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Technically, you cannot move records backwards in a progression status.  The only so called “backward” status that you can change the record to is a progression status of “Not In Program”; however, doing this removes them from the membership of the program.  If you do this procedure, this will allow you to re-add them with a different status.   We mentioned technically this cannot be done but logically, there is another method that allows you to juggle the record’s progression status but in a more lateral movement with what appears to be in a “backward” state.  This is all dependent on how you have your channel steps configured.  To access your channel steps, please do the following:   Choose Admin Choose Tags Click the + next to Channel Locate the channel you wish to configure and highlight it Click the drop-down menu towards the top of Tag Actions, and select Edit   You should now see a pop-up window that allows you to configure the status steps for that channel like the following example:       If you configure statuses that have the same step number, this will allow you to move the record in a lateral movement which, in a sense, is somewhat like a backward progression but it really isn't .  With the example screen capture, I can do a change in progression status of “Invited” to “Attended Show” and vice-versa because the step is with an identical number. If I wanted to change in progression status of “Invited” to “Engaged” and back, it will not work because the step value is not identical. You can reference more information about this in the Marketo Admin: Customize, Create, & Manage Channels article.
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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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