Knowledgebase

Included in this article Highlights The MLM package in SFDC’s AppExchange is being retired. The MLM package itself doesn’t do much, but was responsible for installing 16 custom fields (16 on the Lead object and 16 on the Contact object) that sync data from Marketo to SFDC like Lead Score and Acquisition program. The configuration update will shut off the sync of data to the MLM package and these fields, so the data in those fields in SFDC will become stale and won’t update. You can keep syncing this data to SFDC but it requires creating new custom fields. When the fields are re-created, a drip process will be triggered to backfill existing data from Marketo into the new fields in SFDC. No Data Will Be Lost Marketo is the source of this data, and the data inside of Marketo will not be touched. The data in Marketo will continue to stay current as it always has. The change being made is in how it is passed into SFDC. No matter what, the data will be preserved inside of Marketo. What is the MLM Package? The MLM package doesn’t actually do a lot on its own. It has been a prerequisite that had to be installed during the Marketo > SFDC integration setup before the MSI package could be installed but it’s a pretty safe bet that hardly anyone actually uses it. It’s the fields that were installed during its installation that get the most usage.  The fields that the MLM package created are frequently used by sales teams inside of SFDC. Data from the Marketo fields passes into these fields in SFDC where it can be viewed on Lead and Contact records (if you’ve added it into the page layout). Telling the Difference Between MLM and MSI in SFDC MLM and MSI are two different tabs inside of SFDC. It’s important to know which is which. The Sales Insight tab is the tab labeled “Marketo”. The MLM tab is labeled as “Marketo Lead Management” Fields Affected When the configuration change happens, no data will be synced from these 16 fields in Marketo to the 32 corresponding SFDC fields (16 on the Lead object, 16 on the Contact object). Lead Score Acquisition Program Acquisition Program Id Acquisition Date Original Search Phrase Original Source Info Original Source Type Original Referrer Original Search Engine Inferred Company Inferred Metropolitan Area Inferred Phone Area Code Inferred State Region Inferred City Inferred Postal Code Inferred Country The Changes Being Made For most customers, the only fields commonly used are Lead Score and Acquisition Program. While these fields will stop updating in the Lead detail pages, it’s important to remember that the Lead Score data will still be available through Sales Insight without any changes being made. Effects on Sales Insight MSI will have very little change made. The Stars and Flames will still function the same way, and lead scores will still update and display current information. Only one change will affect MSI, and it will have a very limited scope. Scoring Still Displays in MSI The Sales Insight Score tab on Lead records in SFDC will continue to show up to date score information. This view will not be impacted in any way. Stars and Flames Still Function the Same Way MSI’s Stars and Flames will still update with data the same way that they did before, even if you have set them up to work with custom score fields on the Marketo side. For more information about Sales Insight’s Stars and Flames, please check out the documentation here: Priority, Urgency, Relative Score, and Best Bets - Marketo Docs - Product Docs Customize Stars and Flames - Marketo Docs - Product Docs Set Score Fields to be used for Stars and Flames in Sales Insight - Marketo Docs - Product Docs The Only Change Inside of MSI There is only one small change to the MSI package. If you have "Debug Mode" enabled in Sales Insight Config (pretty rare), then inside of Sales Insight, if you mouse-over the Stars, you’ll see a label that gives the score. This functionality relied on a dependency between MSI and MLM that has been patched and removed now. As a result of that change, the score can’t be displayed in the hover-over label. Again, this score only ever appeared if you had debug mode enabled, which is very uncommon. Exceptions to MSI Patch The MSI patch wasn’t able to upgrade every version of MSI. A very small number of customers who have an older version of MSI currently can’t be updated by the patch and will need to manually upgrade their MSI installation. If your company uses Marketo Sales Insight version 1.38 or below, you will be required to manually upgrade to the newest MSI package version. Identifying Your MSI Version To check what version of MSI you’re currently using, navigate to Admin > Sales Insight, then look for the Version info in the Status box in the middle of the page. Manually Upgrading Your MSI Package If you find that you are using MSI Version 1.38, you’ll need to manually upgrade your Sales Insight package. The directions on how to upgrade MSI can be found here: Upgrade Marketo Sales Insight for Salesforce1 - Marketo Docs - Product Docs If you’d like help with this installation, please feel free to reach out to Marketo Support with the directions found here: Contact Marketo Support Effect on Fields in Lead Layout Page The change that will be noticed will be to the fields shown in the Lead detail pages in SFDC. If you have any of these fields like Lead Score added to the layout of your Lead detail page, these are the fields that will no longer update and will begin displaying stale data. If your sales teams utilize any of this data, you’ll want to recreate the fields in SFDC to pull in the updated data from Marketo. Keeping Field Data in SFDC The sync of data into these 32 fields (16 on the Lead object, 16 on the Contact object) will be shut off. If you want to keep syncing data from these fields to use it in SFDC, that can be done. You’ll need to create new custom fields in SFDC for the Marketo data to sync into, using specific API names to match up to the original Marketo fields. There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Cut Off Date The MLM package will be officially deprecated as of January 31st, 2017. The data will stop syncing to the fields created by the MLM package after this date. Backfilling Data Creating the new custom fields will kick off a drip process to backfill the data from Marketo to SFDC. That takes all existing data for these fields from Marketo and pushes it back to SFDC into the new custom fields you’ve created. There are some important details to how this process works, so here they all are! The data backfill process will only initiate if you recreate the old fields using the proper API names as specified. The backfill process goes through a separate communication “pipeline” outside of the standard sync cycle. The backfill process will push data at roughly the same rate as the “Push Updates” rate we get now in the regular sync—somewhere between 7k to 12k records per hour. The total time it takes to update all records will vary depending on sync rate in the separate “pipeline” and the number of records being updated. Once the backfill process is complete, an instance notification will be posted in the Marketo notification center. The backfill process updates the new fields in SFDC records with the data that is in the 16 Marketo fields. When this update happens, it will create a SysModStamp on the record in SFDC. Any new SysModStamp will queue the record to resync back to Marketo. If a lead record is in line waiting for the backfill process to pass updates to SFDC and that record gets resynced through the standard SFDC sync cycle before the backfill is done for that lead, that record will be taken out of the queue of records waiting for the backfill process. This is done intentionally to prevent race conditions where old data could potentially overwrite more current data. SFDC Sync Backlog Any time a large number of records are queued to resync between Marketo and SFDC, it could cause a sync backlog. A sync backlog is only a possibility, not a certainty. Most customers will not have any problems. The rollout schedule has been staggered out over time specifically to address this issue and to prevent sync backlogs. The backfill process passes data through a different channel, outside of the standard sync cycle, so it won’t cause a backlog in that process. It’s the resyncing of the records after the backfill that puts stress on the sync cycle. That standard sync cycle is where you may experience slowness if a backlog develops. The resulting resync of leads will increase volume and put a heavier load on the sync. However, whether or not it actually creates a backlog in the sync cycle depends on many factors like your existing sync volume and if you have any other large number of updates being made. If you think your sync cycle is experiencing a backlog, please reach out to Marketo Support. We can check the existing volume for both the standard sync cycle and the backfill process. Cleaning Up SFDC The MLM package and the 32 fields created by it (16 on the Lead object, 16 on the Contact object) will be orphaned and no data will continue to be synced to them, making them obsolete. Since they’ll be unusable, you may want to remove the MLM package and delete the fields. This process is optional, but can be done if you choose. Uninstalling the MLM package deletes fields, data and workflows created by the package. Any dependencies like for reports or workflows inside of SFDC that you have created based off of these fields will need to be removed manually. If these other custom dependencies exist, they’ll need to be removed before uninstalling the MLM package. For information on how to uninstall AppExchange packages from SFDC, please see their documentation here: Uninstalling a Package For detailed information on how to avoid problems elsewhere in SFDC, please see our documentation here: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Preventing Problems in SFDC Since the fields in SFDC are brand new fields that have just been created, everything in SFDC that references the original fields will need to be updated to point to the new fields instead. This includes all Workflows, Apex Triggers, AppExchange packages for 3rd party software and Reports. As soon as the new fields are recreated in SFDC, the Marketo fields are remapped to those new fields. The backfill process begins and the sync is cut off to the older existing fields, so they immediately stop updating. This results in two important things to be aware of: Everything in SFDC referencing the older original fields will be referencing old data that is no longer updating. The backfilled values entered into the newly recreated fields will be seen by SFDC as brand new values, not the existing values that they are in Marketo. This can cause your Workflows, Apex Triggers, AppExchange packages for 3rd party software and Reports to all behave differently. For full details on this, please see Changes to Marketo Salesforce Sync – Preventative Troubleshooting Where to Go for More Information Recap Summary Now that the changes have been completed, and the deprecation date has passed, this doc will give you the overview of what has happened: Changes to Marketo Salesforce Sync - Recap Summary Frequently Asked Questions Check out our FAQ for the answers to the most commonly asked questions. Changes to Marketo Salesforce Sync – Frequently Asked Questions Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions. Changes to Marketo Salesforce Sync – Questions and Discussion Overview Documentation This doc will give you a high level overview of what the configuration changes are and what to expect moving forward: Changes to Marketo Salesforce Sync - Overview Release Schedule The release is being staggered over the course of 6 months. This doc will give you exact details so you can know precisely when your Marketo instance will be updated. Changes to Marketo Salesforce Sync – Release Schedule Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Preventing Problems In Salesforce Recreating the new fields in Salesforce can cause your Workflows, Apex Triggers, Reports and AppExchange apps behave differently. They'll need to be updated and this doc will show you what to watch out for: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support

Included in this article Overview The configuration changes between Marketo and Salesforce will stop the sync to the 16 affected fields. If you recreate those fields in SFDC, the backfill process will update those newly created fields with the current values housed in Marketo. With these existing values being backfilled into the newly recreated fields, Salesforce will see it as a regular data value change, which can cause other actions to occur from things like Apex Triggers, Workflows and 3 rd Party Apps from the AppExchange. While the backfill process is still running, you could also see inaccurate data in SFDC reports. This doc will show you what to look for and how to prevent issues they could cause. Effects Inside of Salesforce Marketo is entering the existing field values into the newly recreated fields inside of SFDC. While Marketo views this as just “catching up” the values between Marketo and SFDC, Salesforce will view it differently. As soon as the new fields are recreated in SFDC, the Marketo fields are remapped to those new fields. The backfill process begins and the sync is cut off to the older existing fields, so they immediately stop updating. This results in two important things to be aware of: Everything in SFDC referencing the older original fields will be referencing old data that is no longer updating. The backfilled values entered into the newly recreated fields will be seen by SFDC as brand new values, not the existing values that they are in Marketo. Visibility Rules SFDC has the ability to restrict access to Leads and Contacts for specific users and roles. Some customers will use this ability to restrict the Marketo Sync User from being able to access certain groups of Leads and Contacts in order to keep them from being able to sync to Marketo. Restricting visibility to Leads and Contacts prevents the backfill The backfill process uses the Marketo sync user ID to connect with SFDC. If the SFDC sync user has no visibility to a group of Leads and Contacts, there is no way for the backfill process to update those leads. Resolution Evaluate your business need first. If you need to keep these Leads and Contacts from syncing with Marketo even when considering this configuration change, don't open up the visibility to them for the sync user. Neither the backfill process or normal sync cycle will see them and no data will be synced with those leads. If you want all fields to be updated for these Leads and Contacts, allow the sync user visibility to access them before creating the new fields and starting the backfill process. That will allow the backfill to run and push the Marketo field values into the newly recreated fields in SFDC. You can still remove visibility to the Leads and Contacts later if you want. If you have already recreated the new fields in SFDC and initiated the backfill process without allowing visibility to the Leads and Contacts for the sync user, the data is not lost. If you decide to allow the sync user access to the Leads and Contacts later on, then any resync of the record will also update these affected fields. Areas Affected Anything in your SFDC instance that references these fields will be affected. For most customers, this won’t be anything to worry about, but for some, it can be a much bigger issue where actions are performed when they shouldn’t be. There are some key places where you will notice the trouble if it does happen. Workflows Salesforce Workflows allow you automate actions within SFDC and can be set to run based on any number of criteria. If your workflow rules reference the older original fields, when the sync to these fields is stopped, these workflows will be based off of field values that are not updating any more. If your workflow rules have already been updated to be based on the new fields, the data value change to the fields from the backfill process can cause the workflow to react differently than it should. Existing values already accounted for will be seen as new values and could re-trigger your workflow. More information on SFDC Workflows can be found here: Workflow Rules - developer.force.com Apex Triggers Apex Triggers let you take specific actions before or after record changes and can be used to perform a wide variety of tasks the same way that workflows can. If your apex trigger is set to trigger off of value changes in the original fields, since the sync to these fields is stopped, none of these triggers will fire. If your apex trigger is triggering off of the newly recreated fields, the data value change to the fields from the backfill process can cause the apex trigger to fire when it shouldn’t since existing values will appear to be new values. More information on Apex Triggers can be found here: Salesforce Developers - Triggers AppExchange Apps If your AppExchange app references the older original fields, then when the data stops syncing to them, that app will be working off of out of date values. If your AppExchange app references the newly recreated fields, the entry of new values from the backfill process can initiate actions when they aren’t supposed to be performed or had already been performed previously. More information on AppExchange apps can be found here: https://appexchange.salesforce.com/ Reports Salesforce reporting can pull data from multiple locations. If your reports are referencing these affected fields, the reports could show incorrect data. If your reports reference the original fields, then when the sync to those fields is stopped, your reports will no longer display current data. If your reports pull values from the newly recreated fields, there are two variations of what you will see. First, if the backfill process is still going on, not all records will have updated yet, so the reports aren’t yet up to date (but will be soon). Second, if the backfill process has completed, then your field values in these new fields will be up to date and your reports will all be accurate, so there is no longer any issue. When the backfill process has completed, an instance notification will be posted in Marketo to let you know that it has finished. More information on Salesforce reports can be found here: Getting Started with Reports and Dashboards Unit | Salesforce Formula Fields Salesforce formula fields work the same way that Marketo's formula fields do -- they take two (or more) other fields and combine them together to derive a new third value for the formula field's own value. Since the formula field has to reference other different fields, if one of the other fields referenced is one of these affected fields, your resulting formula field value could have incorrect data. If your formula field references the original fields, then when the mapping to those fields is changed, the values your formula field is calculating from will be out of date, resulting in an out of date formula field value as well. If your formula field is referencing the newly recreated fields, then it's possible that they are pulling data from fields that haven't fully been backfilled yet. As with the other places where the fields are in use, as soon as the backfill process is completed, there is no more issue and all data will be up to date. Examples of the Behaviors and Solutions Let’s say you have something in place (a workflow, apex trigger or AppExchange package) that will assign leads to specific sales reps when a lead’s score reaches a threshold of 35. Scenario 1: Not changed yet to reference the newly recreated fields, but backfill process is running. Lead records could reach a lead score of 35 while the backfill is still in process, but since the mapping of the Marketo lead score field has already been switched to the newly recreated field, that data value change activity won’t be recorded against the original existing field. Therefore, your process to assign the lead reaching a score of 35 would not be initiated. Solution: Take note of when you first recreated your fields in SFDC and kicked off the backfill process. Then take note of when the backfill process completes (you’ll get an instance notification in Marketo when it finishes). Set your workflow to compare the values between the old lead score field and the newly recreated lead score field to identify leads whose scores are different between the two fields (so you’ll find the ones who had a score change during the backfill process that wasn’t seen) and also search for leads whose score in the newly created lead score field is over 35. This will identify all leads who had a score change during the backfill process and hit the threshold but weren’t seen. Then have the workflow assign the leads to your sales rep. Scenario 2: After having changed to reference the newly recreated fields. The values being backfilled into the new fields will be seen as new values. So if a lead already has a score of 40 (already met the threshold of 35 sometime in the past), that existing score of 40 will be misinterpreted as a lead reaching the lead score threshold for the first time, resulting in the lead being reassigned in error. Solution: Create a workflow that compares the value in the original lead score field to the value in the newly recreated lead score field. If the scores are equal, then you know the lead had already hit the threshold in the past and this new time was in error, so your workflow can undo the action taken before. If the scores are different and the score in the newly recreated field is over 35, then you know the lead hit the threshold for the first time and was a valid candidate for the change in lead owner. Reporting Changes: The backfill process pushes data at the rate of 10,000 records per hour. Take the number of know leads in your database and divide it by 10,000 to get the approximate number of hours the backfill will take. This is the length of time when your reports could be off. Reporting from the original fields will only have data that is current up to the time when the fields were recreated and the mapping was changed over to those new fields. Reporting from the newly recreated fields won’t give a complete picture until the backfill process is completed. Solution: Run your reports from within Marketo while the backfill process is still running. There will be no discrepancies from any data within Marketo and Marketo is the source for all of this data anyway. Report Subscriptions can be set up to send the info to anyone who needs it. Preventing These Issues There are a couple of ways to approach this. The quickest way to avoid the issue is to not update workflows, apex triggers or AppExchange apps to point to the newly recreated fields until after the backfill process is complete. Also keep in mind that your formula fields could be getting used within these other places as well. This solution may or may not work for your company and your situation. You'll need to take a close look at your processes to see whether this solution works for you. After setting them to reference the newly recreated fields, disable or turn off the workflows, apex triggers and AppExchange apps so they can’t take any action. If you have formula fields using these new fields, you can also evaluate where your formula fields are used to check what needs to be updated or switched off that uses those. Then, when the backfill process is completed, re-enable them to turn them back on again. As with the previous solution, you'll need to take a close look at your processes to see whether this solution works for you. API Access All editions of Salesforce require API access for any integration to work. Professional Edition API calls were previously included as part of the integration while Enterprise and Unlimited editions required API access purchased by the customer from Salesforce. As part of this configuration change, Professional edition customers will now be required to purchase API access from Salesforce in order to continue syncing between Marketo and Salesforce. This includes the newly recreated fields as well as the rest of the integration. Salesforce Professional Edition Salesforce Professional Edition will require API access to be purchased from Salesforce to continue syncing after January 31st. This includes all components of the Marketo > Salesforce sync. MSI utilizes API calls to communicate with Marketo, so even if you are only using MSI, it will still require API access with Salesforce. Salesforce Enterprise & Unlimited Editions Enterprise and Unlimited Editions of Salesforce have already required API access to be purchased. The requirement to get API access will not have any new impact for Enterprise and Unlimited Editions of Salesforce. Where to Go for More Information Recap Summary Now that the changes have been completed, and the deprecation date has passed, this doc will give you the overview of what has happened: Changes to Marketo Salesforce Sync - Recap Summary Frequently Asked Questions Check out our FAQ for the answers to the most commonly asked questions. Changes to Marketo Salesforce Sync – Frequently Asked Questions​ Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions. Changes to Marketo Salesforce Sync – Questions and Discussion Release Schedule The release is being staggered over the course of 6 months. This doc will give you exact details so you can know precisely when your Marketo instance will be updated. Changes to Marketo Salesforce Sync – Release Schedule Under the Hood Documentation This doc will give you all of the nitty gritty details of exactly what is happening. If you're looking for in depth technical details, this is the go-to doc to check out! Changes to Marketo Salesforce Sync – Under The Hood Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support

Included in this article Questions What is the architectural change Marketo is making? Today, we have two packages in the Salesforce AppExchange: The Marketo Lead Management (MLM) Package The Marketo Sales Insight (MSI) Package When installed, the MLM package auto creates a set of fields in Salesforce. Marketo populates these fields with data as a part of our regular sync. The MLM package is not currently required for syncing. However, it has been a prerequisite to install before you install the MSI package. The MLM package has reached the end of life and is going to be retired. The MSI package will no longer be dependent on the MLM package and our customers will be able to directly install the MSI package. As a result, Marketo will stop updating the fields created by the MLM package. The configuration change will begin on August 15th and will be staggered out over the next 6 months. If some or all of the fields created by the MLM package are important to your organization, you can recreate them by following the instructions here: Adding Marketo Fields to Salesforce How will the primary Salesforce integration affected? It won't be. Marketo continues to invest in and create value for customers through our strategic partnership with Salesforce.com.  Because of this, we’re excited to share some news with you on our continued commitment to our partnership. Please see the documentation here for more information: Marketo Continues Best-In-Class Integration with Salesforce for Customers We never installed the MLM package. Does this change affect us? No, it does not. Do I need to uninstall the MLM package from my Salesforce instance? No. Marketo will simply not update the fields created by this package. If you prefer to uninstall the MLM package, that’s fine too. There will be no impact to the data in those fields. If I do uninstall the MLM package, should I do that before or after recreating the new fields? It's best to recreate the new fields prior to uninstalling the MLM package. What should I be aware of before making these changes? We've prepared lots of documentation (found at the bottom of the doc here) that should be reviewed prior to making the configuration changes here. Some customers may have other dependencies on the affected fields, (such as Workflows, ApexTriggers, other AppExchange packages, Formula Fields, or Reports), so these should be evaluated before making the changes. Check out our documentation here for more detailed information: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Is there any data loss? No, the fields in the MLM package consist of marketing data that will continue to exist in your Marketo instance. If you would still like to have them in Salesforce, you can create new fields, and Marketo will sync the data to Salesforce. Instructions to create these new fields are documented here: Adding Marketo Fields to Salesforce  What if I do nothing? Both MSI and your sync will continue to work. However, once the sync of data is shut down on January 31st, 2017, Marketo will no longer be able to update the fields that were created by the MLM package. This can result in stale data in Salesforce, as data for these fields will continue to change in Marketo, but will not be pushed to Salesforce. Do we need to create all the fields? We only care about Lead Score. Since we are sun setting the MLM package, there is no longer an “all or nothing” proposition. You can create just the fields you want in Salesforce. Can we create a few fields now, and a few later? Yes, you can create some of the fields now, and some later when/if you need it. What happens once we create these new fields? Once you create these new fields, Marketo will automatically recognize these fields in the next sync cycle and map them to the appropriate Marketo fields. Marketo then starts a background process independent of the regular sync to update Salesforce with values from Marketo. For example: You create a new field in Salesforce for Lead Score on the lead and the contact. The API name for this field per our instructions is mkto71_Lead_Score__c In the next sync cycle, Marketo detects that this field has been created and automatically maps it to the Lead Score field in Marketo. A background process is kicked off automatically to start populating these new fields in Salesforce with the appropriate Lead Score from Marketo. Once the “backfill” is done, a notification is sent to the Notification Center letting you know that this process is complete.  Think of the backfill process as an initial sync where we push data for these fields into Salesforce.    How long will it take for Marketo to complete this “backfill”? It is tough to give an exact timeframe. To a large extent it depends on the number of records Marketo needs to update in Salesforce. As a rule of thumb we expect to update at roughly the rate of 10K records per hour. Will this affect my Salesforce sync backlog? The backfill process is separate from our regular sync queues and will not be affected by any backlog there may be in your instance. However, when Salesforce is updated with data during the backfill, it will change the SysModStamp of the records updated. This in turn will require our regular sync to check if any of the other fields have changed on these records. This check is done as a part of the regular sync and could have an impact on your backlog for a short period of time.  For a particular field eg: Lead Score, do we need to create it both on the Lead and the Contact? While not absolutely required, it is highly recommended that for any field that you need, it is created on both the Lead and the Contact. Don’t forget to setup the conversion mapping in Salesforce too. Is there any change to MSI? Your MSI package has already been patched to remove the dependencies it has on the MLM package. This will allow you to uninstall the MLM package if you want to. Additionally, if you currently use the “Debug Mode” setting in Sales Insight Config (very rare), the mouse over on Stars in the Best Bets sections will no longer show the Lead Score. I have some other questions not covered here. How do I get them answered? Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions: Changes to Marketo Salesforce Sync – Questions and Discussion Recap Summary Now that the changes have been completed, and the deprecation date has passed, this doc will give you the overview of what has happened: Changes to Marketo Salesforce Sync - Recap Summary Overview Documentation This doc will give you a high level overview of what the configuration changes are and what to expect moving forward: Changes to Marketo Salesforce Sync - Overview  Release Schedule The release is being staggered over the course of 6 months. This doc will give you exact details so you can know precisely when your Marketo instance will be updated: Changes to Marketo Salesforce Sync – Release Schedule Under the Hood Documentation This doc will give you all of the nitty gritty details of exactly what is happening. If you're looking for in depth technical details, this is the go-to doc to check out! Changes to Marketo Salesforce Sync – Under The Hood Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Preventing Problems In Salesforce Recreating the new fields in Salesforce can cause your Workflows, Apex Triggers, Reports and AppExchange apps behave differently. They'll need to be updated and this doc will show you what to watch out for: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support

Issue Description Can I use Marketo Sales Insight Outlook plugin with Office 365? Issue Resolution The Marketo Sales Insight Outlook plugin is currently not supported for Office 365 Web Application. The Outlook versions it supports include: Outlook 2000 Outlook 2003 Outlook 2007 Outlook 2010 Outlook 2013 Outlook 2016  Outlook 365 Local Installation https://docs.marketo.com/display/public/DOCS/Install+the+Marketo+Email+Add-in+for+Outlook+with+a+Registration+Code If you would like for Marketo MSI to be supported for Office 365 Web Application, you can raise it as an idea in our community: https://nation.marketo.com/community/product_and_support/ideas Our product managers refer to these ideas for improving on existing features and implementing new features in future releases.

Issue Description "Relative Score" and "Relative Urgency" values are not automatically updating in Marketo and CRM even when scores have changed on records.   Issue Resolution Resolve any configuration errors showing in the Sales Insight section of Admin.  Configuration errors between Sales Insight and your CRM can cause the relative scoring task to fail to update values of the "Relative Score" and "Relative Urgency" fields.   SFDC Configuration Instructions: https://docs.marketo.com/pages/releaseview.action?pageId=2360368    Microsoft Dynamics Configuration Instructions: https://docs.marketo.com/display/public/DOCS/MSI+for+Microsoft+Dynamics      Who This Solution Applies To Customers with Sales Insight   Is this article helpful ? YesNo  

Included in this article Overview How to identify potential issues How to identify your MSI version Where to get the newest version of MSI How to know it worked after upgrading Where to go for more information Marketo Resources Salesforce Resources Is this article helpful ? YesNo Overview Salesforce has recently introduced Shield Platform Encryption which encrypts a set of standard fields across various page layouts. Some customers with Marketo Sales Insight (MSI) installed have been experiencing issues when enabling this encryption. The Marketo development team has upgraded the MSI package and launched a redesigned version (version 1.4359.2) that is fully compatible with Salesforce’s Shield Platform Encryption.     How to identify potential issues When trying to enable Shield Platform Encryption with an older version of MSI, Salesforce will send you a failure notification email. The notification email will read:   “Encryption enablement has failed for the following fields: Account.Account Name: Apex Class: BestBetsViewEditRecreate_Controller, line 1234, column 38: encrypted field 'Name' cannot be filtered in a query call Apex Class: BestBetsViewEdit_Controller, line 1234, column 38: encrypted field 'Name' cannot be filtered in a query call Apex Class: MarketoAnalyzerController, line 8, column 21: encrypted field 'name' cannot be filtered in a query call See this page for information about why enablement can fail: https://help.salesforce.com/HTViewHelpDoc?id=security_pe_validation_errors.htm&language=en_US   Thank You, Salesforce Developers developer.salesforce.com”     If you receive this email, you’ll need to upgrade to the newest version of MSI.     How to identify your MSI version The newest version of MSI that is Shield Platform Encryption compatible is Version 1.4359.2. If you currently have an older MSI version installed and enable the Shield Platform encryption, you will be affected by this change and need to upgrade to the newest version of MSI.   To check what version of MSI you’re currently using, navigate to Admin > Sales Insight, then look for the Version info in the Status box in the middle of the page.           Where to get the newest version of MSI The newest version of MSI is available now on the Salesforce AppExchange and you can find it right here: Marketo Sales Insight - Prioritize sales leads and close deals faster - Marketo - AppExchange     How to know it worked after upgrading Once you’ve upgraded your MSI package, you’ll be all set! However, there’s an easy way to verify and be sure that it’s working properly with the new Shield Platform Encryption.   After upgrading MSI, when enabling the encryption you will receive another notification email from Salesforce, but this one is your confirmation email that it was successful.   This success confirmation email will read:   “Encryption has been enabled for the following fields: Account: Account Name Contact: Name   Thank You, Salesforce Developers developer.salesforce.com”     Where to go for more information If you have any trouble with this along the way, here are some resources for you to get help.   Marketo Resources Newest MSI AppExchange Package: Marketo Sales Insight - Prioritize sales leads and close deals faster - Marketo - AppExchange Upgrading MSI for Salesforce1: Upgrade Marketo Sales Insight for Salesforce1 - Marketo Docs - Product Docs If you have any trouble with your MSI package, please feel free to reach out to Marketo Support by any of the methods listed here: Contact Marketo Support   Salesforce Resources Salesforce has information available online to help you with their Shield Platform Encryption. Salesforce Shield Platform Encryption demo: Demo: App Cloud - Salesforce.com Salesforce Shield Platform Encryption Implementation Guide: https://resources.docs.salesforce.com/202/latest/en-us/sfdc/pdf Salesforce Shield Platform Encryption Setup Guide: Set Up and Manage Shield Platform Encryption Unit | Salesforce  

Included in this article Overview The configuration changes being made will require customers to recreate some fields if they want to still use that data within SFDC. Once the fields are recreated, the backfill process begins, which in turn starts a global resync of all leads from SFDC to Marketo. This will push a lot of data between Marketo and SFDC. To minimize the risk of a traffic jam, we will be scheduling this roll out over the course of 6 months. This gives all customers a set time frame to work with and helps to avoid peaks in traffic. If the time scheduled for you doesn’t work out, we’ll try to accommodate another time within this six month timeframe that does work well for you. Alphabetical Scheduling Details The changes being made will be staggered over 6 months in order to ensure we don’t cause any traffic jams while passing data back and forth. The best way to schedule this is to go in alphabetical order. This order will be alphabetically by your Marketo instance’s Account String, not your company name. Please check the section below for how to find your Account String. We have done a careful analysis of our customer’s lead database sizes and have grouped batches of customers together based on size of the lead databases, so some groups have more customers in them than other groups do. Each group of customers will be given a time frame to work with to recreate the fields and initiate the backfill process. Timeline The six month time frame will begin on August 15th and will continue on until the end of January, 2017. Specific Timing The customer base has been split into the following groups with times scheduled for deployment. If you intend to recreate the fields and initiate the data backfill process, here is the schedule for when you can recreate those fields: Group Customers Date Range of Deployment Group 1 Account String Begins With: 1, 2, 3, 4, 5, 6, 7, 8 or 9 August 15th to August 31st Group 2 Account String Begins With: A, B or C September 1st to September 30th Group 3 Account String Begins With: D, E, F, G, H, I, J, K or L October 1st to October 31st Group 4 Account String Begins With: M, N, O or P November 1st to November 30th Group 5 Account String Begins With: Q or R December 1st to December 31st Group 6 Account String Begins With: S, T, U, V, W, X, Y or Z January 1st to January 31st How to locate your Account String In your Marketo instance, navigate to Admin > Landing pages. You’ll see your Account String listed right in the middle of the screen. Scheduling Requests Marketo understands that this change could be an inconvenience and specific timing may be needed for our customers to plan accordingly. If you have a different time within the 6 month window that works better for your company, please reach out and we’ll accommodate as best we can. You can reach Marketo Support through the Support Portal, by email, or over the phone. Specifics on how to contact Marketo Support can be found here: Contact Marketo Support Info Needed for Scheduling Requests. What your preferred dates are. We’re happy to accommodate your schedule, so please be sure to tell us what that is. It’s best to give us a range or a few options of what scheduled dates work best for you, not just one set date. The details of your Marketo instance. In order to quickly identify your Marketo instance, we’ll need your Account String, which is a unique identifier for your Marketo instance. If you have more than one Marketo instance, please be sure to mention that and include the Account Strings for each one. Where to Go for More Information Recap Summary Now that the changes have been completed, and the deprecation date has passed, this doc will give you the overview of what has happened: Changes to Marketo Salesforce Sync - Recap Summary Frequently Asked Questions Check out our FAQ for the answers to the most commonly asked questions. Changes to Marketo Salesforce Sync – Frequently Asked Questions Overview Documentation This doc will give you a high level overview of what the configuration changes are and what to expect moving forward: Changes to Marketo Salesforce Sync - Overview Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions. Changes to Marketo Salesforce Sync – Questions and Discussion Under the Hood Documentation This doc will give you all of the nitty gritty details of exactly what is happening. If you're looking for in depth technical details, this is the go-to doc to check out! Changes to Marketo Salesforce Sync – Under The Hood Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce   Preventing Problems In Salesforce Recreating the new fields in Salesforce can cause your Workflows, Apex Triggers, Reports and AppExchange apps behave differently. They'll need to be updated and this doc will show you what to watch out for: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support

What change is being made? Marketo Sales Connect/Toutapp will no longer be supporting our legacy .Net Add-In for Outlook, as of May 19, 2019. Because Marketo made a replacement add-in available in February 2019, we expect minimal impact as there are teams that have already been progressively migrating on to the new add-in. However, it’s important to note that the .Net Add-In will not stop working on May 19, 2019 – it will just stop being supported. If you experience an issue when trying to use the .Net Add-In on or after May 19, 2019, you will be directed to update to the new 0365 Add-In. Screenshot of .Net add-in buttons Why is this changing? In recent updates, the O365 Add-In reached feature parity with the .Net Add-In, making .the Net Add-In a redundant experience. The O365 Add-In takes advantage of Microsoft's advanced API’s and delivers a superior experience that works across Windows and OS operating systems as well as in browsers. With quality and stability being the focus of this change, Marketo wants users to update to the new 0365 Add-In. What action is required? After May 19th, the .Net Add-In will continue to work for any customers who have it already installed. However, Marketo will no longer support troubleshooting this version, and any customers reporting issues will need to upgrade by completing the following steps:The new newly released 0O365 Add-In, released on Feb 26, 2018, has feature parity with the old .Net Add-In and is built on Microsoft's advanced API’s. Individual users will need to complete the following steps to upgrade: NOTE: The O365 Add-in is only supported by Outlook 2013 and higher. Users who are running a version of Outlook 2010 or older will need to upgrade their version of Outlook before installing the O365 Add-In. How to uninstall the .Net Add: http://docs.marketo.com/display/public/DOCS/How+to+Uninstall+or+Reinstall+Sales+Engage+from+Outlook How to install the O365 Add-In: http://docs.marketo.com/display/public/DOCS/Installing+Sales+Engage+for+Office365+Mac+OS%2C+Windows%2C+and+Online

Included in this article Overview Due to changes in the SFDC integration, you may need to take action to continue syncing data to your Salesforce instance. The primary change affected a small number of fields syncing to your Salesforce instance, requiring the fields be recreated to continue syncing the data. Another change affected Salesforce Professional edition customers, requiring them to purchase API access from Salesforce in order to keep syncing all of the Salesforce integration, not just those affected fields. What Changes Were Made? Marketo's MLM AppExchange package has been retired. The MLM package itself didn’t do much, but was responsible for syncing 16 Marketo fields to Salesforce. The configuration update shut off the sync of data to the MLM package and these original fields. You can keep syncing the same data to SFDC but it requires creating new custom fields in SFDC. Once the fields are created, a drip process is initiated to backfill existing data from Marketo into the new fields in SFDC. The MLM package was officially deprecated as of January 31st, 2017 and data has stopped syncing to the fields created by the MLM package. The Marketo integration with SFDC Professional edition will not be able to continue with the existing API token. SFDC Professional edition customers must purchase API access from SFDC. This applies to the newly recreated fields as well as the rest of the integration. SFDC Fields Affected The configuration change stopped data from syncing from these 16 Marketo fields to their 32 corresponding SFDC fields (16 on the Lead object, 16 on the Contact object). The data in these fields inside of SFDC is no longer current. Lead Score Acquisition Program Acquisition Program Id Acquisition Date Original Search Phrase Original Source Info Original Source Type Original Referrer Original Search Engine Inferred Company Inferred Metropolitan Area Inferred Phone Area Code Inferred State Region Inferred City Inferred Postal Code Inferred Country Most customers only used a couple of these fields in their Salesforce instance – Lead Score and Acquisition Program. However, if your SFDC users rely on any of the 16 fields affected, you’ll need to make some quick modifications to the integration setup to recreate the fields. Keeping Field Data in SFDC The sync of data into these 32 fields has been shut off. If you want to keep syncing data from these fields to use it in SFDC, you’ll need to create new custom fields in SFDC for the Marketo data to sync into, using specific API names to match up to the original Marketo fields. Details on how to recreate these fields can be found here: Adding Marketo Fields to Salesforce Scoring Still Displays in MSI The Sales Insight Score tab on Lead records in SFDC will continue to show up-to-date score information. This view will not be impacted in any way. No Data Will Be Lost Marketo is the source of this data, and the data inside of Marketo will not be touched. The data in Marketo will continue to stay current, as it always has. The change made affected how it was passed into SFDC. No matter what, the data will be preserved inside of Marketo. SFDC Professional Edition All editions of Salesforce require API access for any integration to work. Professional Edition customers need to ensure that they have the add on of API access from Salesforce in order to continue syncing between Marketo and Salesforce. This includes the newly recreated fields as well as the rest of the integration. Marketo Sales Insight MSI utilizes API calls to communicate with Marketo, so even if you are only using MSI and not the rest of the Marketo - SFDC integration, it will still require API access with Salesforce. Preventing Problems in SFDC Since the fields in SFDC are brand new fields that have just been created, everything in SFDC that references the original fields will need to be updated to point to the new fields instead. This includes all Workflows, Apex Triggers, and AppExchange packages for 3rd party software and Reports. As soon as the new fields are recreated in SFDC, the Marketo fields are remapped to those new fields. The backfill process begins and the sync is cut off to the older existing fields, so they immediately stop updating. This results in two important things to be aware of: Everything in SFDC referencing the older original fields will be referencing old data that is no longer updating. The backfilled values entered into the newly recreated fields will be seen by SFDC as brand new values, not the existing values that they are in Marketo. This can cause your Workflows, Apex Triggers, AppExchange packages for 3rd party software and Reports to all behave differently. For full details on this, please see Changes to Marketo Salesforce Sync – Preventative Troubleshooting Where to Go for More Information Frequently Asked Questions Check out our FAQ for the answers to the most commonly asked questions. Changes to Marketo Salesforce Sync – Frequently Asked Questions Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions. Changes to Marketo Salesforce Sync – Questions and Discussion Preventing Problems In Salesforce Recreating the new fields in Salesforce can cause your Workflows, Apex Triggers, Reports and AppExchange apps behave differently. They'll need to be updated and this doc will show you what to watch out for: Changes to Marketo Salesforce Sync – Preventative Troubleshooting   Under the Hood Documentation This doc will give you all of the nitty gritty details of exactly what is happening. If you're looking for in depth technical details, this is the go-to doc to check out! Changes to Marketo Salesforce Sync – Under The Hood Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support .

Issue Description Email filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in.   Issue Resolution This can be re-mediated by white-listing the trusted IP range from the following document:   https://docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols   The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions.  Then log in as the dummy user and send the invitation. It will have the dummy address in the From line.   Who This Solution Applies To Outlook Plug-In users Is this article helpful ? YesNo

Issue Description When sending an email from Sales Insight it looks as though it has been sent as expected, but the person to whom the email was addressed never received the message, nor can it be found via the Was Sent Sales Email filter in a Smart Campaign.   Issue Resolution Sales Insight for SFDC will not send to people who have a status of Email Invalid, Marketing Suspended or are Unsubscribed. Please validate that the person you are trying to send to does not have these statuses. As well, Sales Insight emails can be sent to groups up to 200 people.  Any more and your send will not process.   If the person's statuses are as expected and the group was less than 200 people, please contact Marketo Support to troubleshoot further.   Note: The Sales Insight plugins for Outlook and Gmail will send emails to leads regardless of Unsubscribed, Email Invalid, or Marketing Suspended status.       Who This Solution Applies To Customers using Sales Insight for Salesforce Is this article helpful ? YesNo

Sometimes you need to give your sales team access to the powerful insight Sales Insight gives into Marketo but would rather some users not be able to take some actions such as sending Marketo Emails or trigger Marketo Campaigns.  You can use SFDC Permission Sets in to give or remove access to the VisualForce pages that power the actions Sales Insight can take. Note: Modifying permissions to Sales Insight components from their documented configuration may cause undesired and unpredictable behavior in your Salesforce instance.  Marketo Support can only support the default documented install configuration MSI for Salesforce - Marketo Docs - Product Docs.  Make these changes at your own risk and fully test any modification in a sandbox environment before deploying to your production environment. Create a new permission set or modify and existing permission set in Salesforce.  Documentation on SFDC Permission Sets can be found here.​ Edit Visualforce Page Access. Remove (if restricting access) or add (if adding access) the desired Sales Insight VisualForce elements.  For example, mkto_si.Send_Marketo_Email - access to the Send Marketo Email feature from an individual Lead/Contact mkto_si.Send_Contact_Marketo_Email - access to the Send Marketo Email feature from a Contact list view mkto_si.Send_Lead_Marketo_Email - access to the Send Marketo Email feature from a Contact list view mkto_si.Marketo_Lead_Detail - access to the View in Marketo feature mkto_si.Add_to_Marketo_Campaign - access to the Add to Marketo Campaign feature from an individual Lead/Contact mkto_si.Add_Contact_to_Marketo_Campaign - access to Add to Marketo Campaign from a Contact list view mkto_si.Add_Lead_to_Marketo_Campaign - access to Add to Marketo Campaign from a Lead list view Assign the Permission Set as desired to your users. SFDC users without permissions to specific Sales Insight features will still be able to choose the associated actions from their drop down menu.  However, they will receive a permissions error after clicking the "Go!" button. Is this article helpful ? YesNo

Issue: You create Marketo campaigns but they are not showing up in Sales Insight in Salesforce. The steps below illustrates all the steps that are required to make these campaigns show in Sales Insight. Resolution: 1. Setup up a trigger campaign in Marketo using the "Campaign is Requested" trigger using a source of "Sales Insight" 2. Activate the campaign you created in Step 1 above from the "Schedule" tab of your campaign. This is very important. If the campaign not activated, it will never show up in Sales Insight.

Despite the fact that you may have all sorts of anonymous web visits, in Marketo Sales Insight, you may run into the following: Click the Edit button shown below: Next select the needed region(s) or select ALL to see the anonymous activity.