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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: 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: From the My Cases navigation y ou can access the following case views: 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. 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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This is working as expected. The Parent Company Name field gets its value set from a different process and not via the SFDC Synch. SFDC and Marketo Engage both have a Parent Account ID field in the Account Object (Company Object in Marketo). If there is a parent account ID in that field, then the value of that field is automatically populated via a reference to the other Account Record. Since Company in Marketo is mapped to Name (SFDC Account) whenever that value is updated it will be reflected in Marketo. Example: Account ID 1 has a Parent Account ID of 2. They both have records in the same Account table. If the Name is changed of the Parent Account it is automatically reflected in any child accounts as the Parent Account Name is just a reference.
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Issue If a record which is in a Marketo Campaign Wait Step and is merged into another record, does the winner of the merge continue through the flow?    Solution Winner of the merge will continue through the Campaign flow and complete the remaining steps. To prevent this behavior, remove the record from Campaign using the 'Remove From Flow' step. Environment Records merged in Marketo  Records merged in SFDC
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Issue Does applying a permission set to the Marketo Sync User in Salesforce suffice for limiting the number of fields to sync from Salesforce to Marketo? or will the profile need to be updated directly? Solution In order to limit the visibility of fields for the Marketo Sync User in Salesforce, the profile will need to be directly edited (example: Add an Existing Salesforce Field to the Marketo Sync - Marketo Docs - Product Documentation) Root Cause Since the profile has access to a field, the Marketo Sync User will still have access to the field even though a permission set applied to the profile does not have access to the same field. Environment Salesforce Sync Marketo Sync User Permission Set SFDC
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  Welcome to Marketo Support This guide provides individual links that covers the following topics: Marketo Support Policies Service Level Agreement How to Contact Marketo Support How to Submit a Case Tips on Effective Case Submission Managing Authorized Support Contacts (Support Admins) Managing Your Cases How to Escalate    
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  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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Included in this article   Overview Sync Filters for Existing SFDC Integrations Sync Filters for New SFDC Integrations Overview Many times it is necessary to prevent certain leads from syncing between Marketo and SFDC. There are a few different ways this can be done such as sharing rules on the SFDC side, but the most effective way is through a Marketo Custom Sync Filter.   A Custom Sync Filter uses a custom field to mark each lead record to indicate whether that lead is allowed to sync between Marketo and SFDC. Here’s how to get it set up!     Sync Filters for Existing SFDC Integrations   If you already have an SFDC integration in place but want to stop some already-synced leads from continuing to sync, this section will show you how to make that change.   1. Create a new custom field in Salesforce. The Marketo bi-directional sync will automatically identify the new custom field and map it between Marketo and Salesforce. The best field type to use is a Checkbox field within Salesforce and the field will need to be created on the Salesforce Object that needs to be filtered (i.e. Lead, Contact, or both). Once the field has been created in Marketo by the bi-directional sync, it will be listed under Admin > Field Management.   Note: A Custom Sync Filter field can also be created on the Account object to dictate whether an account is allowed to sync. This sync filter will be applied independently from the Lead/Contact sync filter.   2. Update the records in Salesforce with the corresponding value you need to indicate whether the record should sync or not. Sync filters can be set up in two ways—a True/Checked value can indicate that a record is allowed to sync, or a True/Checked value could indicate that a record is not allowed to sync. This choice is up to you.   3. The Custom Sync Filter can now be implemented. Contact Marketo Support and request a Custom Sync Filter be activated. Be sure you include the custom field name, which configuration you need (checked=sync vs checked=don’t sync) and also that all records have been populated with the correct values. Once it has been applied, you’re all done!     Sync Filters for New SFDC Integrations   If you are setting up a new SFDC integration with Marketo, you can set up the sync filter as part of the integration process. This will let you designate which leads and contacts are ever allowed to sync, but this must be done in the middle of the initial SFDC sync process.   1. Create a new custom field in SFDC. The best field type to use is a Checkbox field, and you’ll need to set it up with the same name on both the Lead and Contact objects. Note: A Custom Sync Filter field can also be created on the Account before the initial sync and it will be applied in the same way.   2. Update the records in Salesforce with the corresponding value you need to indicate whether the record should sync or not. Sync filters can be set up in two ways—a True/Checked value can indicate that a record is allowed to sync, or a True/Checked value could indicate that a record is not allowed to sync. This choice is up to you.   3. Begin your Salesforce Sync Setup but do not finish it . There are two sets of Salesforce Sync installations, one for Enterprise/Unlimited Edition, and the other for Professional Edition. For both Enterprise/Unlimited and Professional Edition versions, there are three documents that correspond to the three different steps: “Step 1 of 3”, “Step 2 of 3” and “Step 3 of 3”. For both versions, proceed through all steps of “Step 1 of 3” and “Step 2 of 3” completely. When you get to “Step 3 of 3”, you will only do the first half of the steps and then stop. Complete the sections “Retrieve Sync User Security Token” and “Set Sync User Credentials”, and then stop there. Do not proceed to start the sync.   4. This is when the sync filter needs to be implemented. Contact Marketo Support and request a Custom Sync Filter be activated. Be sure you include the custom field name, which configuration you need (checked=sync vs checked=don’t sync) and also note that all records have been populated with the correct values. Once it has been applied and the Marketo Support case is resolved, you’re done and can start your initial SDFC sync!
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Issue Will custom settings, such as Launchpoint integrations, API configurations and SFDC sync settings, remain in place when doing an instance copy, or will they be overwritten?     Solution All permanent configuration settings which can be done to a Marketo instance are reset to the default values or settings in the destination instance. Everything is copied except for the below list: Lead Database and activity history are not copied CRM configuration is reset on the destination instance. Users are not copied. CRM Field Mappings are removed in the destination instance except for standard mappings, and must be set during the Field Mapping Stage of CRM sync initialization. RCA information is not copied. Program subscriptions are not copied. Campaign History is not Copied. CNAMES for Email links and LPs are not copied. All Account-string based properties are modified accordingly. Munchkin ID of the destination instance is preserved. Sales Insight Admin Configuration is Reset. Outlook licenses are not copied. All pre-existing data on the destination instance will be destroyed. Asset IDs for emails, landing pages, and programs will match Launchpoint and API integrations are not copied   If data may exist on the destination instance prior to the copy process, this may require that you work with your Success Manager to obtain a replacement instance for the copy to be completed.
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Having sync troubles with SFDC?  Try this quick checklist to see if it solves your problems. How can I tell if there's a sync problem with Salesforce? Symptoms of a broken SFDC sync include: Your information hasn't sync'd in the last few hours (and this isn't your first sync) "Sync lead with Sales" isn't working Checked activity history items or SFDC Tasks aren't being sent to SFDC Before you go any further, go to the Salesforce section of the Admin page and look at the Last Synced time: If it's been more than an hour, try these steps. Enter your SFDC username, password, and token Log into Marketo and go to the Salesforce section of the Admin tab.  Look at the account that's syncing to Salesforce. Are the credentials blank?  If so, take a minute to set up your Salesforce sync. Setting up Salesforce.com Integration   Did you recently make large changes in your Salesforce database such as adding custom fields or changing many field values?  Large changes to your SFDC database may take longer than usual to sync into Marketo. Check if SFDC sync is enabled Is sync enabled?  If it's disabled , the button says "Enable Sync."  Click the button to enable sync. Otherwise, the button reads "Disable Sync."  You can leave the button alone if this is the case. Check your SFDC username, password, and token Did you change your SFDC password recently?  Or did you reset your SFDC security token?  If so, click the Edit Credentials button and enter the new information. Remember that if your password changes, your security token changes as well; you'll need to update both at the same time.   Is the SFDC account active? Go to the Users section of your Salesforce.com account.  Open the SFDC Setup section. Open the account you're using for sync (Administration -> Manage Users -> Users, then click "Edit" for the account used for sync).  Is the account active?  If not, enable the box and click "save", then wait a few minutes to see if sync resumes.   SFDC permissions Does the account have the correct permissions?  When you edited the user's record, the Profile is right above the Active flag. Open the profile for that account (Administration -> Manage Users -> Profiles) and edit the profile for the sync account.  Scroll down the page to the "Administrative Permissions" section. Check this article to see what object and administrative permissions are required for Marketo to access your SFDC account successfully: Required Profile Permissions in Salesforce for Marketo Sync Trusted IP addresses Does your company have any IP address restrictions on your SFDC account (blocked or trusted IPs)?  If you use Trusted IP addresses, Salesforce will send you an authorization email to confirm that Marketo is legitimately accessing Salesforce.  Follow those instructions and you'll be allowed to use the API with that account. Login Hours Do you have login hours set for the sync user's profile?  View the profile (as opposed to "edit" above) and scroll down to the Login Hours section. If you have login hours set, unset them by clicking "Edit", then click "clear all times" and finally click "Save". If none of these steps solves your Salesforce.com sync problems, call Marketo Support and we'll help you resolve the problem.
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  Marketo Champions are customers who have demonstrated outstanding leadership in the Marketo Community, are experts in Marketo products, are avid contributors in the social world, and are loyal advocates of the Marketo brand. Benefits and perks our Champions receive include:   Access: Meetings with our product and marketing teams to give exclusive feedback Previews: Given early previews to products, features, and releases when available Publicity: Exclusive speaking opportunities at our annual Marketo Summit and other events Networking: Special networking events with Marketo executives and fellow Champions and semi-annual conference calls Ownership: Ownership of content and exclusive activities at our annual Marketo Summit that showcase your expertise and thought leadership Credibility: Special Champion badge on Marketo Community profiles, and profiled on Marketo's corporate website Sweet Swag: Champion-exclusive swag To find out more information and apply, click here. To view a complete list of current Champions, click here. Join the Marketo Elite Today!  
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Issue How to export a list of all the field mappings between Marketo and SFDC.     Solution Issue Resolution You can do export field mappings by following these steps: Go to Admin > Field Management. Click over a tab to Field Mapping. Click the export button, next to the search bar at the bottom.  
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Issue Clearing cache and cookies in your browser will fix a number of different problems related to page display, browser errors, and login issues.     Solution Here are links to the support articles on how to clear cache and cookies for the most commonly used browsers. Chrome Clear cache and cookies - Computer - Google Account Help   FireFox How to clear the Firefox cache | Firefox Help   Safari Safari for Mac: Manage cookies and website data using Safari   Internet Explorer https://support.microsoft.com/en-us/help/278835/how-to-delete-cookie-files-in-internet-explorer   Microsoft Edge Microsoft Edge, browsing data, and privacy – Microsoft privacy    
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Issue Users for your Marketo instance are unable to log into the instance. Solution Check your landing page URLs and email links. If these are also unavailable, your Marketo instance may have been shut off. Marketo Support can confirm whether your instance has been deactivated, but are not able to reactivate it.  In this situation , please contact your Marketo Account Representative to discuss the status of the instance and regaining access.        
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Issue You are experiencing slow processing of campaigns, smart lists, and reports.     Solution There are three key components that can slow down an instance: Number of trigger campaigns : Trigger campaigns are always on, always listening.  If there are 50 campaigns triggering at the same time, all the 50 triggers will be in queue, slowing down your processing and routing inside Marketo. Solution: Reduce the number of Triggers. Convert some of the triggers to batches: Batches also run all the flow steps for every lead at once, instead of serially, which reduces total processing time.   Complexity of smart lists : The more complex a smart list, the harder it is for the system to figure it out, which increases backend processing and even creates campaign failures from timeouts. Solution: Reduce the number of nested smart lists called in a smart list. Whenever you ask Marketo to call another Smart List, it has to wait until all of the other smart lists finish, before putting together the final counts. Instead of Marketo looking for the list and running it, just put the filters in the trigger itself.   Volume of Leads: With regular cleaning and good systems design, it is fairly easy to keep your system running fast. Reduce the number of leads that can flow through with filters. Clean up the inactive leads at regular intervals.    
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!!EASTER EGG!! The ball with the Marketo logo in the upper-left corner of the screen is your Superball.  Here's a quick trick to make it bounce like it did when you first got into your Marketo instance: Hold down Ctrl (Command for Macs) + Shift, then hit the 's' key. Happy bouncing!    
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Issue Issue Description Marketo records have opportunity role while they don't have any opportunity   Solution Issue Resolution This can happen because they are separate SFDC objects so it is possible that the opportunity is not visible to the sync user but the OpportunityContactRole is.  To resolve this, log into SFDC as the Marketo sync user and ensure that the opportunity is visible to the sync user.  
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Issue You have two SFDC picklist fields mapped to one Marketo field but it isn't showing all picklist values for both SFDC fields. Solution When two SFDC picklist fields are mapped to one field in Marketo, the only values that will show in Marketo will be the values that exist in both picklists.  Review the picklist values in Salesforce and add any missing values to the picklists so that they match exactly.
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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 Can you sync Marketo multiple programs to a single Salesforce campaign? Solution Marketo only allows a 1:1 Relationship with Program/Campaign synchronization. If you try to sync a program to a campaign already used by another program you will recieve a error or prompt advising you cannot do it.    
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Issue Error "API is not enabled for this Organization or Partner" occurs during Marketo - Salesforce integration.     Solution This is a Salesforce generated error and indicates that API access is not available in your SFDC instance.  For more information, see this Salesforce documentation: http://www.salesforce.com/us/developer/docs/api/Content/sforce_api_calls_concepts_core_data_objects.htm . To resolve this, contact Salesforce to enable API access.
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