Knowledgebase

Sort by:
Article Text Included in this Article: Overview Check if Data is Being Transferred to GA Troubleshooting Steps Check if GA is Enabled Verify both RTP and GA tags are loading on your website Check GoogleAnalyticsObject customizations   Overview Data from RTP can be linked to Google Analytics (GA) for further analysis. Below we show you how to check if data is being transferred and a few troubleshooting steps if you find that it isn't.   Check if Data is Being Transferred to GA        Log in to GA and navigate to Reporting > Behavior > Events > Top Events You should find events with either the category "Insighterra" or "RTP". If not, another place to check for incoming RTP data is in the Custom Variables tab.      Navigate to Reporting > Audience > Custom > Custom Variables If you use custom variables, you should see RTP data populated here.   If you expected to see populated data in either of these two areas but you aren't seeing any, then you are having issues with your RTP-GA integration. Check out the steps below for some troubleshooting tips.     Troubleshooting Steps If you have confirmed that there is no data flowing to GA, there are a few troubleshooting steps which you can take.   Check if GA is Enabled        Go to Account Settings       At the bottom of the page, verify that Google Analytics or Google Universal Analytics is enabled. Only one of these integrations should be enabled at a time - if both are, disable one of them.   If neither is enabled, go ahead and enable one of them. Follow this article to learn more about enabling and integrating GA with RTP.     Verify both RTP and GA tags are loading on your website   To verify this, you will need to navigate to your web page and open the browser's developer tools window. Follow this link to learn what the developer tools window is and how to get there on different browsers and operating systems.        Navigate to your browser's developer tools          Click the Network tab and search for "analytics.js" and "rtp.js"   If both "analytics.js" and "rtp.js" show up in your search, then both RTP and GA are loading on your website. If one or both are missing, go through these steps to add an RTP tag to your website, and these steps to add a GA tag.       Check GoogleAnalyticsObject customizations   If you're using Google Universal Analytics, check if customizations have been made to the GoogleAnalyticsObject. Read this article to learn more about this object and its possible customizations. To check for customizations, follow the steps below:        Click on the Console tab in the developer tools and run GoogleAnalyticsObject          Type "GoogleAnalyticsObject" and hit Enter to check the object's type     If the object's name is "ga", then you are in the clear. If not, unfortunately we do not currently support the customization.    
View full article
Summary New checkbox for query parameters available when adding new content or editing current content. Issue You were previously unable to specify query parameters for predictive content, and query parameters were not used when adding new content, editing current content, and reporting on URL clicks.  Autodiscovery works by adding a new URL to the DB, and later on, clicking counts are accumulated against the newly found asset. The asset is determined based on the URL (and there, it previously didn't account for anything that followed the ? in the URL. The same was used as a validation when a user added new content. The rule to determine this part of the URL, minus the query parameters, was a requirement back then and was taken into account during design.   Solution As you add predictive content from the predictive content page, you need to have the checkbox on this page to allow the user to decide whether they want to include/exclude the query parameters while adding it. The same thing should be followed for editing predictive content as well. Engineering built a nuanced approach that provided flexibility to include or exclude query patterns in determining a unique URL and added a feature to include query parameters when manually creating a piece of content. It should rightly identify the right asset to record clicks/views against as well. 
View full article
No. You can only have one RTP Javascript tag per web page. Having more than one tag will not work and may cause issues.
View full article
The Named Accounts (or Account Based Marketing) module is sold separately. If you did purchase this module follow these instructions to create a new Named Account list. Common issues when uploading a new list: 1. Total number of records exceeded Root cause:  Each account is eligible for up to 10,000 named account records. Contact your account manager to purchased an additional package of records or remove old lists. 2. Your account is not enabled for uploading Named Account Lists. Contact your account manager for more details Root cause: You didn't purchase the Named Accounts module or your account is misconfigured and this module is disabled - contact support.  
View full article
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.
View full article
By default exported reports are limited to 100 rows but it can be changed by navigating to 'User Settings' > “Number of Rows in Excel Export”   The maximum number allowed is 10,000 rows    
View full article
All the Recommendation Bar customization options are available within the RTP account settings page:   Colors: Link Color: select the color from the dropdown choices. Background Color:select the color from the dropdown choices.   Font:   Font Size: type in the size in the 'Font Size' field (must be in pixels - px) Font Family: type in the 'Font Family' field Arrow Icon Color: select the color from the dropdown choices. Icon Font: select the icon style Icon Opacity: define the opacity level for the arrows     Advanced customization There is additional customization can be done by the support team: Horizontal Bar Position: bottom (default) /top Vertical Bar Position: right (default) / left  
View full article
No - It’s done automatically and behind the scenes. The algorithms used by our proprietary technology automatically present relevant content to your audience segment using digital behavior, keyword search terms, and firmographics such as: geolocation, employee size, revenue size, and industry.   The recommendation engine uses predictive analytics and machine learning to predict which content asset will most likely to be individually relevant for each one of your website visitors to read.
View full article
New Lead with no email address and no Marketo cookie: If a new lead fills out a Marketo form, their Marketo cookie is created, lead details (including the cookie) will be updated and the Lead-Database and RTP sync process will be initiated. They will then be known to RTP and eligible for 1:1 personalized RTP campaigns. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit.   Lead with email address but no Marketo cookie: When a known lead with no cookie (e.g. a lead from a tradeshow or a list) receives a Marketo email campaign and clicks on a link in the email and arrives to the website, the RTP script runs and a new Marketo cookie is created for them. The creation of the cookie is also sent to the Lead-Database and initiates the RTP sync process for this lead. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit.   Known Lead with email address and Marketo cookie: Any changes to the lead’s data will be synced between the Lead-Database and RTP within 5 minutes interval.
View full article
1. Check the RTP Tag Verify that the RTP is properly installed on your website (see: Deploy the RTP JavaScript) In the developers console (under the Network tab) you suppose to see the following calls made by RTP while the page is loading: rtp.js?rh=www.YOURDOMAIN.com&aid=YOURACCOUNTID trw?aid=YOURACCOUNTID&trwv.uid=YOURACCOUNTID msg?a=2&sid=YOURACCOUNTID   2. Check View Filters Check if all Domains are selected under the Organization and Visitors table filters      Check your user's Region Settings by navigating to 'User Settings' > 'Edit Regions'                
View full article
The asset discovery is an event listener that sits on every page and waits for visitors to click links that are considered content assets. Any behavior on web pages is being recorded in the 'session' and this event listener is continuously checking the session to see if anything happened. Once he identifies an event, he checks if this is a click on content asset. By default, assets are defined as any external pages or files (PDF, PPT, PPTX, MP4, OGG, WEBM, YouTube..) but if you configure URL patterns so the engine will look for them as well.   See: Enabling Asset Discovery - Marketo Docs - Marketo User Manual Create a New Asset - Marketo Docs - Marketo User Manual   A few example of how to configure the exclude/include rules for Asset URL Patterns:   Page to include/exclude      
View full article
Included in this Article:     Overview Why This Happens Two Ways to Fix this Problem Set the campaign as "Not Sticky" Use a dedicated Zone id that exists only on the page(s) to include in the campaign   Overview In the Web Personalization platform, you defined a campaign that included certain pages, but you are seeing the campaign appear on pages that you didn't intend them to appear on. Below, we will describe what might be the issue and how to solve it.     Why This Happens   When defining a segment using the "Specific Pages" parameter, every visitor that views this page will be matched to that segment. Once this happens, the "sticky" campaign will be triggered and will be displayed on every page that includes this Zone id parameter. After the visitor is matched to the segment and the campaign is triggered, the segment is not taken into consideration anymore, so this visitor will keep seeing the campaign every time the Zone id exists on the page.   Two Ways to Fix this Problem   Set the campaign as "Not Sticky"     This will make the campaign show up only once per session, and only when visitors are viewing the specific pages defined in the segment.       Go to the Campaigns page          Edit the existing campaign          Uncheck the box for "Sticky"       Use a dedicated Zone id that exists only on the page(s) to include in the campaign   In Zone campaigns are displayed in a particular zone in a website, designated by the Zone id.          Find "Zone id" in the campaign editor     Then, give the campaign a Zone id corresponding to a unique div ID tag on the desired site(s). This will ensure that once a visitor matches the segment and visited this page once, they will keep seeing the Call To Action (CTA) on this page.
View full article
Article Text Included in this article   Overview The Issue The Explanation   Overview Sometimes you'll see an organization show up as "ISP - Anonymous - Proxy" in your visitors list in RTP.   The Issue RTP is a powerful product with an immense database, but not every ISP can be found.  When we receive a visit from an ISP we can't identify, instead of omitting them from our results, we use the name "ISP - Anonymous - Proxy" and set the location to "United States.     The Explanation Pretty much any free Wifi signal you find like at a library or coffee shop will be listed as an Internet Service Provider (ISP). The admins for that ISP service can configure their network in any way they would like, including whether they allow for identification of their network. If there is no data provided, there's nothing for RTP or any other service to gather. In that case, that's when you'd see the "ISP - Anonymous - Proxy" listing for a visitor in RTP.
View full article
Article Text Image: Step Flow for Predictive Content for Web and Email What are Content URL Patterns? This post explains the first part of the flow image above: the discovery and tracking of content for the Predictive Content app. During the setup phase, the marketer defines their content URL patterns (See Create Content Patterns for more information), in order for Marketo to discover HTML content (e.g., blog posts, press release, news articles) across a domain. Setting URL patterns allows Marketo to auto-discover content when a web visitor clicks on the HTML web page within the content pattern. This content is then added to the All Content page in Predictive Content. Setting up URL Patterns Go to User Profile > Content Settings > URL Patterns. (For more information, see the Getting Started doc: Getting Started with Predictive Content) Image: URL Patterns Page   Rules for Content URL Patterns Use of a wildcard (*) is permitted throughout the expression. e.g., domain.com/*  or  domain.com/*blog* It's recommended to use /* at end of the expression to continue pattern discovery. e.g., domain.com/blog/* to discover all your blog posts in the blog folder Content Patterns are not case sensitive. URL Pattern: "domain.com/Blog/*" will discover all HTML pages on "domain.com/Blog" and "domain.com/blog" Parameters in URLs are not discovered. Auto-content discovery removes the URL parameters in order to avoid discovering the same content URL multiple time with different parameters.   Examples of Content URL Patterns   Domain URL Pattern Type Result domain.com blog/* Pattern Discovers all your content that matches the pattern domain.com/blog/. Example: domain.com/blog/5-top-tricks domain.com/blog/2017/new-year-solutions domain.com/Blog/3-best-recipes domain.com article/2017/* Pattern Discovers all your content that matches the pattern domain.com/article/2017/ Example: domain.com/article/2017/5-top-tricks domain.com *datasheets* Contains Discovers any URL that contains the word "datasheets" Example: domain.com/datasheets/5-top-tricks domain.com/blog/5-top-datasheets domain.com press-release Exact Only one HTML page is discovered: Example: domain.com/press-release domain.com   Exact If the domain is selected and the URL expression left empty, the URL pattern will discover only the home page Example: domain.com sub.domain.com blog/* Pattern Discovers all your html pages in the folder blog only on the sub domain sub.domain.com
View full article
Article Text If no data is being sent from RTP to Google Analytics, make sure that the segment in question is linked to GA        Go to the Segments page          Edit the segment in question          Make sure Send segment to web analytics is checked on     Without this field checked, no data will be sent from RTP to GA regarding that segment.   To validate that RTP is sending data to your GA account, first log in to your GA account, and make sure the segment data is being populated in GA.        Navigate to Reporting > Behavior > Events > Top Events > Segments (Event Category) > Event Actions       If you find that some, but not all, of the data is being transferred from RTP to GA, visit this article to learn why there might be discrepancies.
View full article
Article Text Included in this article: Navigate to the Clickstream module How is Visit Duration Caluclated 00:00 Visit Duration Single page viewed Session timed out   Navigate to the Clickstream module        Go to the Visitors page        Click on a visitor to find the Clickstream module in the bottom right     How is Visit Duration Caluclated When a visitor visits a website being tracked by an RTP campaign, it records clicks in the Clickstream module in the RTP platform. Clicking on a visitor allows you to view their viewing information in the Customer Journey section, including: Links clicked Time stamp of each link click Total visit duration     Visit duration is calculated by subtracting the first time stamp from the last time stamp. In other words: visit duration = last time stamp - first time stamp. See the image above for an example of this calculation.   00:00 Visit Duration Single page viewed Both RTP and Google Analytics rely on clicks to determine visit duration. This means that if a visitor only views a single page, neither RTP or GA can track when the visitor leaves the page, since there is only the initial time stamp without a time stamp to mark the exit from the page. The visit duration for viewers that didn't view more than one page during the session is recorded at 00:00 since it cannot be calculated.   Session timed out Another way that a visit duration can be recorded as 00:00 is if a visitor's session times out. By default, a session will end after 15 minutes of inactivity. For example, if a visitor stays on a page without making any clicks for 25 minutes (perhaps they are reading an article or watching a long video), that session will time out and be recorded with a duration of 00:00. If the visitor finally makes a click after the 25 minutes of inactivity, a new session will begin. In Google Analytics, the session timeout can be customized to be longer or shorter than the default 15 minutes.
View full article
Article Text Adding a div id to your website involves modifying the underlying HTML code of the site. This is a task that needs to be handled by your web team.   Before your developers can add a div id tag, they will need to know the name of the corresponding Zone id of the RTP campaign.        Go to Campaigns page             Edit the existing campaign          Find the Zone id in the In Zone tab of the campaign editor     Your web team will be able to add the div ids if you provide the Zone id and point out the regions of the website that you wish to be used for your campaign. We recommend to provide your developers with a PowerPoint including screenshots of your website, marking the areas that should be used by the campaign.   A developer will be able to add the div ids by editing the HTML and simply including id="Zone_id" into the desired div tags, replacing Zone_id with the given Zone id.
View full article
Article Text Included in this Article: Overview Email Reports not Being Sent Check Report Preferences Fewer Leads than Expected Check Personal Regions Settings Cross-Domain Tracking Data Includes Own Company   Overview   All RTP users should be receiving a monthly and quarterly Summary Report.     This email evaluates the performance of campaigns and recommended content and compares it to that of the previous month or quarter. Performance is based on click count and number of visitors converted to known leads, whether direct or assisted. Direct leads are visitors that clicked on a campaign or a piece of recommended content and filled out a form in the same visit. Assisted leads are visitors that clicked on a campaign or a piece of recommended content and filled out a form in a separate visit, up to 6 months in the future.   If you would like to unsubscribe from the Summary Reports, see this article. Otherwise, several potential issues with Summary Reports are outlined below along with their potential solutions.   Email Reports not Being Sent   Check Spam Folder As a first step, try checking your spam folder. It's certainly possible that the email reports did not make it past your email client's spam filters.   Check Report Preferences In your RTP settings, you will be able to enable or disable email reports. If you are expecting reports but not receiving them, it is possible the reports were disabled in your preferences. To check:        Go to User Settings          Check the Email Report settings at the bottom of the page     Make sure to check the box for Summary Report and whether you would like a monthly or quarterly (or both) report. This page is also where you will be able to manage any other RTP email reports you wish to be subscribed to.     Fewer Leads than Expected   Check Personal Regions Settings Another page to check is the Personal Regions page. This page will allow you to display data in the Web Personalization platform and send email reports only related to the specified regions.          In User Settings, click the Edit Regions button         This should take you to the Set Personal Regions page:         On this page, you will want to verify that any region you may have leads in is checked (marked as included in your Personal Regions). If regions that you have leads in are not included, the Web Personalization platform will not display data from that region or include it in the email reports. This means that if you have leads that are not included in your Personal Regions, their activity will not be included in Summary Reports.   Cross-Domain Tracking If the visitor is shown a recommendation on one domain, but the recommended content is hosted on a different domain, two different sessions will be recorded. This divides the visit into two sessions: The click on the link to the recommended content, on the first domain The content itself and the form fill-out, on the second domain   Because the click and the form fill are in two different sessions, the lead will be recorded as an Assisted Lead rather than a Direct Lead. This applies for both top-level domains (www.firstdomain.com and www.seconddomain.com) and sub-domains (pages.domain.com and www.domain.com/new_page). Cross-domain tracking will ultimately skew your metrics towards more Assisted Leads. To reduce the impact of this limitation, keep content recommendation and the content itself within the same domain when possible.     Data Includes Own Company   Clicks and visits from your own company can significantly skew your summary data, as your own employees may be visiting the company website on a daily basis. Because of this, it is important to exclude your own company from the organizations contributing to your Web Personalization data. To do this:        Go to your Account Settings          Scroll to the bottom of the page to find the Exclude IPs field     In order to exclude your company's traffic from your data and reports, you will need to know the outbound IP address of your company's network. You should be able to obtain this information from your company's IT department. Once you have your company's outbound IP address, enter it into the Exclude IPs field and press
View full article
Article Text Included in this article: Overview Missing or Extra Headers Issues with Quotes Invalid Characters Invalid Country or State Names   Overview   The Named Accounts feature is a way to target your RTP Campaigns to specific Accounts in a Segment. It's a powerful tool for targeting specific organizations, but you may encounter errors when uploading the list of Accounts you wish to target. This doc will go over over the most common problems experienced when trying to upload a CSV file to a Named Accounts list. To learn how to upload a Named Accounts list, follow this article.     Missing or Extra Headers   The first line of your CSV file should be, in order: Name, Domain, Country, State. Make sure there are no extra columns or white spaces at the end of the line. See the screenshot below for an example of how to format your headers     Issues with Quotes   Occasionally Excel will use curly quotes, which look like these: “ ”. However, curly quotes are not recognized by the uploader, instead the uploader will recognize straight quotes like these: " ". Any curly quotes will need to be replaced by straight quotes to resolve any uploading issues. To do this:   First, make sure your file is saved as a CSV file (.csv) and not an excel file (.xlsx) Right click on the file to open the CSV file using a text editor (ex. Notepad, TextEdit, etc) Find and replace both opening (“) and closing (”) curly quotes with a regular quote (")   Invalid Characters   This error is caused when there is an invalid character in the CSV file that you are trying to import.  This is particularly common in CSV files using non-English characters.  To rectify this, make sure your CSV file is UTF-8 encoded.  By default, Excel encodes characters in ANSI format, so if your file has non-English characters in it, you will need to convert it to UTF-8.  You can do this in Notepad or similar text editors using the following steps:   Open the CSV file in the text editor and click "Save As" Save as type: All Files (Make sure you include the .csv file extension in the file name) Change the Encoding to UTF-8       Invalid Country or State Names   If the location columns are in use (they are optional), check to verify that the countries and states are input in the correct way:   Country names should be either the full country name, or its two digit country code. Ex: United States or US State names should just be their two digit state code. Ex: CA, NY, OR Make sure that only US states are included in the 'State' column. Named Account lists do not support other countries' states or provinces.
View full article
Article Text Included in this article   Overview Troubleshooting Steps Verify Global Settings Check for CRE Excluded URLs Verify Content Being Recommended Make Sure the Page Has the RTP Tag Running Clear Your Browser's Cache and Cookies Overview The Content Recommendation Engine allows content assets to be promoted to visitors on your website. But what happens if it stops working? This doc will show you the common things to check and troubleshooting steps to try to get it working again.     Troubleshooting Steps   Verify Global Settings The CRE can be switched on or off for your entire RTP instance whenever you want. It's possible that another user may have switched it off and not turned it back on again (it happens more often than you'd think). To enable or disable the CRE globally, go to the Account Settings page and look for the Recommendation toggle switch. Full directions can be found here.     Check for CRE Excluded URLs You have the ability to prevent the CRE from being added onto specific pages. If you have URLs excluded from allowing the CRE to be displayed, that would cause the CRE to no longer display on those pages. Many times the exclusion can be set and then forgotten, or set by a different user on accident. Directions on how to set up the exclusions can be found here Web Personalization (RTP) - How To Exclude or Include the CRE on Specific Pages     Verify Content Being Recommended Content assets can be switched on or off to designate whether that content should be included in the CRE recommendations or not. Each piece of content can be enabled or disabled individually, but if you don't have any enabled at all, there's nothing for the CRE bar to recommend, so it won't even show up on the page.     To check whether content is enabled, from the menu, select Recommendations     In the Content Recommendations page, look for the Recommendations column. This will list out all pieces of content you have in RTP and display whether they are enabled or disabled. The Red box means it is turned Off and is disabled. The Green circle means it is turned On and is enabled.     Make Sure the Page Has the RTP Tag Running The CRE is a feature of RTP, so if the RTP script tag isn't running on the page, there's no way for the CRE to work. The RTP tag can be implemented in many different ways besides by having it directly in the page's HTML, like having it in a tag manager. These other implementation methods can cause problems so be sure to follow the directions in the documentation here when setting it up: RTP Tag Implementation - Marketo Docs - Product Docs   If you know for sure that the RTP tag is on the page, here's documentation on how to troubleshoot what could be keeping it from loading properly: Troubleshooting Web Personalization (RTP) - RTP Tag   Clear Your Browser's Cache and Cookies Web browsers store cached data from websites, which can frequently cause old versions of webpages to continue showing even if a different newer version of the page should be loading instead. Try clearing both cache and cookies in your browser and then testing the page again. You can also test using a different browser.  
View full article