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Issue Syncing leads from Marketo to MS Dynamics gives error "Failed: INSERT for person [number] error: Could not Form URI for NavigationLink." Environment Marketo synced to MS Dynamics Solution This error is generated in MS Dynamics and relayed back to Marketo Check the Marketo Error logs in Dynamics for the error "insert[number] " and see if the logs give you any info indicating the cause of the error If you are unable to determine the cause of the error, gather the Marketo Logs and Marketo Error Logs from Dynamics and open a support case for further assistance. You may need to include your Dynamics admin on the case
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Issue The Source Campaign field in Microsoft Dynamics is not getting updated when the field is updated in Marketo. The sync from Microsoft Dynamics to Marketo will be working fine. Environment Native integration with Microsoft Dynamics Campaign Sync not Enabled Solution To sync Campaign Source from Marketo to Dynamics, the option 'Campaign Sync' needs to be enabled as per this documentation: Enable Campaign Sync | Adobe Marketo Root Cause If the Campaign Sync is not enabled we will not be syncing over the value of the field to Microsoft Dynamics as it is part of the Campaign Sync.
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Issue Lead conversion/qualification through workflows in Microsoft Dynamics CRM resulting to duplicates (i.e. Lead and Contact) in Marketo Environment Microsoft Dynamics CRM Lead conversion Sync Solution While lead qualification through workflows is currently not supported, one approach that we saw implemented by a customer that did not result in duplicates is by redeveloping the lead qualification workflow using the msdyncrmWorkflowTools (1.0.54.0): QualifyLead step. Dynamics-365-Workflow-Tools/Qualify Lead.md at master · demianrasko/Dynamics-365-Workflow-Tools This was verified to result in no duplicates as the workflow writes the "Create [Qualify Lead]' operation type to the Marketo Log which is like the standard qualify button. Should there be any further assistance needed in developing the lead conversion workflow, it's recommended to engage with our Professional Services / Consulting team Root Cause Marketo's integration with Microsoft Dynamics CRM currently does not support custom qualify workflows.
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Issue Interesting moments not appearing for a user in Dynamics. The interesting moments section on a Contact displays: “No Interesting Moments for [Contact Name]” Solution Checked that the user is a contact record synced with a Marketo record that has interesting moments Created a new record with interesting moments and synced to Dynamics, but the user still cannot see the interesting moments Sync is validated  No errors found for example records MSI Sync status is ‘Configured’ in [Admin > Sales Insight] Checked on a system admin users access and were able to see the interesting moments for the example records Found that the Marketo Sales Insight security role was not assigned to the affected user, but after assigning the role, clearing browser cookies and cache, logging out and logging back in, the Interesting Moments for the example records was still not appearing Perform the following update: Go to > Settings > In Marketo API configuration > Form Editor > API secret Key > Details tab > Edit > Disable the field level security Root Cause Marketo Sales Insight role was not assigned to the user and Marketo API Configuration had field-level security enabled Environment Microsoft Dynamics CRM Marketo Sales Insight Interesting Moments
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  Yes. You can sync down new fields to Marketo as long as the sync user has access to these fields. You can sync down new fields by going to Admin > Microsoft Dynamics > Field Sync Details. Please note that we will only be syncing new values for these fields, we don’t do complete initial sync for this field. For options to do a complete initial sync for a particular field, please contact Support.
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Yes. You will need a dedicated Microsoft Dynamics user for the purpose of the integration. We call this user the Sync User.
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Our sync employs a field level conflict resolution mechanism. For a particular record, if field X is updated in Microsoft Dynamics CRM and field Y is updated in Marketo, then we will update Marketo with the new value for field X and Microsoft Dynamics CRM with the new value for field Y.  In the case where the same field is updated on both systems for a particular record with a short period of time, we will choose the Marketo value as the winner for Leads and the Microsoft Dynamics CRM value as the winner for Contacts.
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Both leads and contacts in Microsoft Dynamics CRM are called “Leads” in Marketo. We do have system managed field called “Microsoft Type” which has one of the following values.Lead: The Microsoft Type is set to “Lead” if the record in Microsoft Dynamics CRM is a Lead.Contact: The Microsoft Type is set to “Contact” if the record in Microsoft Dynamics CRM is a Contact.Empty/NULL: The Microsoft Type is empty (no value) if the record is a Marketo only record and does not have a connected record in Microsoft Dynamics CRM.
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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 image You can also access the support portal directly at https://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 image From the My Cases navigation you can access the following case views: This 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 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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  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.      
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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
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Issue Issue Description When adding a new field to MSD Custom Object sync, the field just reports Fieldname(syncing...) and never actually syncs.     Solution Issue Resolution The current workaround would involve the following:  Disable the native sync.  Disable the object sync in the custom entity because that will drop the table entirely in the database.  Then, re-enable the sync for the custom object, including all field to sync and use for filter and triggers to recreate the table in the database.  This should sync all of the fields including the new one.   Who This Solution Applies To Customers with MS Dynamics
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Issue Issue Description In a recent engagement with support you had your Leads restored, or you plan on restoring your Lead Record. Lead records that are restored will not be able to sync backup with Dynamics.   Solution Issue Resolution If the instance is using Microsoft Dynamics sync then the restored lead will not be able to link between Microsoft Dynamics and Marketo. The lead will exist in Marketo (in the backend, it will keep the MS Dynamics GUID) but it will NOT sync data between the systems. If the lead is synced down from Microsoft Dynamics then it will create a duplicate lead which cannot be merged.  Who This Solution Applies To Dynamics Users
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Issue You want to push Marketo activities into MS Dynamics.     Solution Marketo has the ability to push activities in SFDC, however, the same feature does not exist for MS Dynamics.  Instead, you can use Interesting Moments in Marketo Sales Insight to pass activities into Microsoft Dynamics.   Who This Solution Applies To Customers using Microsoft Dynamics.
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Issue When there is a change to a field in your CRM that is mapped to a Marketo score type field, the next time the sync processes the change will be reverted and there will be a "Sync Person Updates" activity logged showing that the original value got pushed back from Marketo to the CRM. Solution Score type fields are designed to be managed solely by Marketo, since that is a unique field type to our system.  Scoring is intended to be handled by the scoring campaigns that you set up in Marketo, and pushed to the CRM if necessary. If you have a score field that you intend to put processes in place where your CRM will be updating the values, simply make sure that the Marketo field that it is mapped to is an Integer type field.  
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Issue After syncing a Dynamics Custom Entity to create it in Marketo, not all constraints appear as options when setting up filters for the custom entity in a Smart List.   Solution When a custom entity is added after the initial sync, it may not end up with a direct relationship in the database. To resolve this, fully refresh everything to see if that helps re-establish the relationship using the following steps:   Remove all the references from this entity (which you can see under Object Properties: Object Used By") Disable the custom entity Refresh schema and re-sync the custom entity          
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Issue MS Dynamics Sync shows that it is stuck at a certain percentage after a long period of time. Solution This is usually caused by enabling several Custom Entities at a time. To resolve this issue, you will need to sync the custom entities one by one so that the sync is not bottlenecked. If that does not resolve the issue, check how many fields are enabled for the custom entity. A large amount of fields can cause a bottleneck, try to reduce the amount to have only necessary fields.    
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Issue Can you remove a CRM from Marketo? Solution You cannot remove a CRM integration from an instance. Once the CRM of your choice is clicked (Dynamics or Salesforce) the instance is set to use that CRM for the remainder of its life. Once the login and mappings have been setup for a instance, the CRM instance or org cannot be changed as well. If for a reason you do need to change the CRM or the linked instance, you would want to reach out to your Customer Success Manager to get information on provisioning a new Marketo instance.  
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Issue Description MS Dynamics Sync shows that it is stuck at a certain percentage after a long period of time.   Issue Resolution This is usually caused by enabling several Custom Entities at a time.   To resolve this issue, you will need to sync the custom entities one by one so that the sync is not bottlenecked.   If that does not resolve the issue, check how many fields are enabled for the custom entity.   A large amount of fields can cause a bottleneck, try to reduce the amount to have only necessary fields.   Who This Solution Applies To Customer with Microsoft Dynamics CRM Is this article helpful ? YesNo
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Issue An update made in the CRM is taking longer than expected to sync to Marketo via the usual sync cycle. You need to avoid this for some of the data being passed between the two systems.     Solution Some delay in the sync is expected. It all depends on the current sync status, as well as how much data is being synced.   One possible workaround  would be to use API calls to push data into Marketo immediately. To make API calls into Marketo, you'll need to do the following Create an API Only User Role Create an API Only User Create a Custom Service for Use with ReST API   From there, you will be able to create API calls from your CRM and access API endpoints with this user to make updates in Marketo.  This method can also be used to sync data between Marketo and unsupported or custom CRMs.  Note: You will need to work with a developer to create the API calls.  Marketo Support are not trained as developers, so if you need assistance creating your API calls, you will need to work with Marketo Professional Services instead.    
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