Phone Support: US 8772706586 EMEA 35312423030 UK 08001413030 ANZ 61283107646 JPN 81342339014 As referenced, please find all of the necessary links below. They are listed in order as mentioned in the Welcome video. Marketo Support Portal: https://nation.marketo.com/t5/Product-Blogs/How-to-Use-the-Support-Portal/ba-p/297884 Adobe Help Center: https://helpx.adobe.com/support.html Adobe Community: https://community.adobe.com/ Marketo Engage Support: https://nation.marketo.com/t5/Support/ct-p/Support Marketo Community (you're in it!): https://nation.marketo.com/ Magento Help Center: https://support.magento.com/ Adobe Status Page: https://status.adobe.com/
Adobe Digital Learning: https://learning.adobe.com/ Adobe How-Tos: https://experienceleague.adobe.com/#quick-how-tos Adobe Developer Docs: https://www.adobe.io/ Marketo University: https://nation.marketo.com/t5/Marketo-University/ct-p/marketo-university Marketo Product Docs: https://docs.marketo.com/ Marketo Developer Docs: https://developers.marketo.com/
My Salesforce activities are not showing up in Marketo and when I go to the Admin section I see the following sync error:
soqlBatchQuery failed - INVALID_FIELD: CreatedDate, Description, Id, IsAllDayEvent, IsDeleted, OwnerId ^ ERROR at Row:1:Column:70 No such column 'IsAllDayEvent' on entity 'Event'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names.
This is due to lack of permissions for the Marketo Sync User on the Salesforce side. Please have your Salesforce Administrator log into your instance of Salesforce and carry out the following steps:
Log into Salesforce with Admin rights Click on your name drop-down and click on Setup In the left hand column, under App Setup, click on Customize Then click on Activities and then Event Fields Click on the All Day Event Field Label then "Set Field-Level Security" Here make sure to check the box under the Visible column for the Profile that the Marketo Sync User is associated to Click Save
Once the above changes have been made on next sync we will begin pulling your Salesforce activities and once the next sync is over, the error message in the Marketo Admin section should go away.
Market Support is here to help you with your issues in the quickest and most effective manner possible. In order for us to do that, there are a few things we really need from you before you click the submit button to create a support case with us.
First, have you searched the community for a solution?
The best kind of support case is the one you don't have to submit. The Marketing Nation Community is an expansive site with a lot of content. Have you checked Product Docs or Support Solutions for a resolution to your problem? Have you checked to see if there is a community discussion thread that covers your question? The Marketing Nation community is a 24 x 7 customer resource and a quick search for a keyword and phrase maybe all that separates you from a solution to your problems.
Second, what's the best way to reach Marketo Support?
Marketo Support offers a variety of ways to reach our support team. Depending on your issue, some of the support channels might be better suited than others.
Please be aware that only contacts from your company/organization that have been identified as an authorized support contacts or authorized support administrators can submit cases to Marketo Support.
Marketo Support (Support)
The Marketing Nation Support area features a case submission application that allows you to select your case priority and also select what the Case Issue and Sub-Issue is. These selections allow our automated case routing system to assign the case to the available support engineer that can best assist you.
Spark customers can submit cases through the support portal only
To ensure all your activities show up under the Activity History (as opposed to Open Activities) make sure you have a "Completed" values in the Task Status list and that it's a "Closed" state.
Here is how to check it:
In SFDC, go to Setup > App Setup > Customize > Activities > Task Field. Click on Status In the Task Status Picklist Values list, check if you have a "Completed" value. If you do have it, skip to step 5. You need to create the "Completed" value. Click on the New button Type in Completed and click on Save Click the Edit link next to the Completed value Check the box next to Closed and click on Save.
Once the steps above are completed, you should now Completed in the list with "Closed" checked like this:
Say you want to keep specific Salesforce fields or records from syncing into Marketo. You can use Salesforce Profiles to restrict access to that data.
In short, Marketo will only sync fields and records that are visible to the sync account in Salesforce. If you don't want records or fields brought into Marketo, use the record- and field-level permissions to prevent the sync account from seeing them.
A few notes before you begin...
Depending on your version of Salesforce, you may not be able to change these settings. For example, field-level security is available only in Enterprise and Unlimited editions. This will require you to make changes in Salesforce on the account you use to sync with Marketo. If this account is also used by anyone else, these changes will impact that person's view in Salesforce too. You need administrator access in Salesforce to make these changes. If you hide a field in Salesforce that has already been synced to Marketo, it will still display in the Marketo user interface until you hide it with the Field Management tool. Even though you'll still see the field in Marketo, changes to that field will not get pushed to Salesforce.
The Custom Validation error messages that are seen in the Marketo activity logs are due to the validation rules the client would have in their SFDC instance. They are located in Setup > Customize > [Object/activity] > Validation Rules.
However, there may be times that there maybe no validation rules in the above noted location. Nonetheless, there maybe AppExchange packages such as Dupe Catcher that may have their own validation rules.
Issue When a Marketo field is synced to a SFDC field with a picklist, that picklist will be synced to Marketo when the field is added to a Marketo form. The values section of the field in the form will show the values from SFDC. However this does not occur with the standard state field in Marketo.
Solution The state field's form picklist is not updated because it is automatically populated with the 50 US states. To get around this, you can either manually update the values in the picklist in the form, or you can use a custom Marketo field. This field can be remapped to the state field in salesforce with assistance from support.
Issue When I go to the Support area of Nation, I do not have full access to all the areas and tools.
Solution Our system is specific about how you need to access the Support Portal before we can authorize you to use it.
The proper steps to take for us to authorize, and for you to submit cases, are as follows:
Log into your instance Click the Community tile (step 1 image) Click Support in the top banner (step 2 image) Click Submit a Case option (step 3 image) Choose from top options depending on what you need to do (step 4 image) Create a case, Manage authorized contacts, edit your Info
Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually.
If you experience issues, please email firstname.lastname@example.org
Issue Issue Description Using the option to create a new Salesforce Campaign within the program sync feature, the Salesforce Campaign does not have the same status selection that the Marketo Program has.
Solution Issue Resolution T he Marketo Program will sync the membership only after adding members, and will update the status selections in the Salesforce Campaign to match.
Issue A lot of people suddenly synced from Salesforce to Marketo. They have been in SFDC for a long time, so you're wondering why they suddenly synced.
Solution People sync from Salesforce for a number of reasons. If they aren't new leads, then they probably met some criteria that caused them to be visible to the Marketo Sync User and sync down.
One thing to keep in mind is that if the visibility rules change, Marketo won't actually see those people until a field that Marketo can see changes. Marketo looks at the "sysmodtime" stamp on a record. This indicates the last time a record was modified. If the record was changed since the last time the sync ran, then Marketo updates the record on the Marketo and SFDC side with the newest information.
There have been cases where the visibility rules changed, but the new records that Marketo could see weren't updated for a considerable period of time. (This could be as long as years.) However, if something eventually changed and updated the sysmodtime, these leads would all sync to Marketo. The change can be anything, but if it's a large number of people, it's frequently a change on the Account object, which then filters down to the Contacts and Leads.
If you're still unsure why a large number of people have synced to Marketo, the first thing to look at is what information changed, since Marketo only syncs people when they are updated with new information.
Issue Leads are not syncing from SFDC to Marketo after the sync user has gained access to them.
Solution Make a change to the lead records to queue them to sync.
SFDC has permissions that allow specific users to access some leads but not others. Your Marketo SFDC sync user is a user that can have this setting applied. The sync user can also have that restriction removed to allow access to those leads.
When Marketo checks Salesforce for people to update, it is looking for leads who have had record updates since the last sync. Changing visibility rules in SFDC to allow the sync user access to those leads does not update the records themselves, only the accessibility to those leads by the sync user. This means that if the sync user couldn't access the leads before but now can, they still won't sync to Marketo until they have a field update.
You can change a field value, but another option is to run the Data Loader in SFDC for those affected leads. That will create a new modification indicator, which will trigger Marketo to sync those records down.
Issue You created a picklist field in SFDC and want to know if that field will sync down to Marketo with the field type of picklist.
Solution Marketo has a picklist option in form fields, but not in Lead Database fields. When you sync a field from SFDC that has the type of picklist, this field will show in Marketo with a type of String. However, when you create a form, the field type for your field will show as "select," which is a picklist.
Issue You receive the error "Failed: cannot retrieve values for sfdc id" when trying to sync a record between Salesforce and Marketo.
Solution You can get this error message if the lead owner associated to the lead is not visible to the Marketo sync user. To troubleshoot this issue, do the following"
Log into Salesforce using the Marketo sync user listed in Admin > Salesforce Confirm the record is visible to the Marketo sync user. Confirm the lead owner associated with the record is visible to the Marketo sync user. If the lead owner is not visible to the Marketo sync user, work with your SFDC Admin to allow the sync user to see it, or change the lead owner to something that is visible to Marketo.
Once this is done, try the sync again.
Issue Marketo Email templates that have been used are showing or appearing within the Salesforce Email Template Picker/Chooser.
Solution The templates are created when Marketo syncs lead email activities to Salesforce. You can disable these activities from syncing in Marketo Admin > Salesforce > Edit Sync Options. Unselect the Email activities or Sales Email activities you have synced. The templates will no longer be created, but you also won't get these activities pushed from Marketo anymore. This applies to both Sales Insight and normal Marketo sent emails.
If you would like to note an email was sent to a lead without enabling these activities, you can utilize Interesting Moment Flow Steps or Create a Task to sync via the activity log!
Who This Solution Applies To
Customer using Sales Insight for Salesforce
Issue When creating a Smart List with a "Member of SFDC Campaign" filter, the SFDC Campaign is visible on the drop-down list, yet it throws an error when selected and the Smart List is loaded:
"Error running Smart List: Check your Smart List configuration"
Solution Things to check:
The campaign has been re-named in SFDC or has been deleted. It could also be that somehow a "space" has been entered before the campaign name. For example, Marketo is looking for "SFDC Campaign Name" and SFDC has it as " SFDC Campaign Name" or "SFDC Campaign Name ". The campaign is present and active in SFDC, but is not visible to the sync user. The Marketo Sync User details can be located in [Admin > Integration > Salesforce > Username]
This can be checked by logging in to SFDC as the Marketo sync user and verify that the campaigns are present with the correct name and activated for that sync user.
Issue Lead owners are required when syncing a lead to Salesforce, but is there a way we can sync them without assigning a lead owner? Yes there is, and it's called lead queues!
Solution How to do it:
Lead queues must be set up in Salesforce first. Like lead owners, the queues must be visible to the Marketo Sync user before they can be selected. Select the lead queue you want leads to be assigned to in the 'Sync Lead to SFDC' or 'Change Lead Owner' flow steps. Qualified leads that pass through this flow step with then be synced to Salesforce and assigned to the lead queue rather than a lead owner.
A few important notes:
Only leads can be assigned to a lead queue, contacts cannot and must be assigned an owner. Assignment rules in Salesforce can conflict with the request sent from Marketo. Double check these assignment rules to make sure there are no conflicts.
Issue When there is a change to a field in your CRM that is mapped to a Marketo score type field, the next time the sync processes the change will be reverted and there will be a "Sync Person Updates" activity logged showing that the original value got pushed back from Marketo to the CRM.
Solution Score type fields are designed to be managed solely by Marketo, since that is a unique field type to our system. Scoring is intended to be handled by the scoring campaigns that you set up in Marketo, and pushed to the CRM if necessary.
If you have a score field that you intend to put processes in place where your CRM will be updating the values, simply make sure that the Marketo field that it is mapped to is an Integer type field.
Issue Syncing a SFDC custom field that is not on the Lead, Contact, or Account object.
Solution Any custom field created in Salesforce that is not linked with Lead, Contact or Account objects will not sync to Marketo. Only the Lead, Contact and Account objects can be synced down to Marketo by default. If you would like to have any custom field synced to Marketo, it must be associated to a Lead, Contact or Account object in Salesforce.
Custom Objects created in your Salesforce instance can be part of Marketo too. To use a custom object in Marketo, it must be associated to a Lead, Contact or Account object in Salesforce as well. For more information on syncing Salesforce Custom Objects, please see the documentation here: SFDC Sync: Custom Object Sync.
Fields on the SFDC Custom Object do not become fields in the Marketo lead database, but can be used as filter constraints on Custom Object filters - Add/Remove Custom Object Field as Smart List/Trigger Constraints.
Issue Salesforce is going to change your instance sub-domain from NA#1.salesforce.com to NA#2.salesforce.com. What measures should you take in order to make sure that our sync works?
Solution Marketo accesses SFDC with the API login endpoint, so a change in the login domain that you use would not affect the Sync user. Marketo and SFDC sync should continue to work irrespective what domain SFDC belongs to.
If a change happened to SFDC that affected the sync user, such as its credentials or the SFDC OrgID changed, then Marketo would need to be updated
If there is an issue with your sync after updating the SFDC domain, try the following to resolve the issuce.
Change your SFDC Sync User's password. Issue a new security token. Re-enter the credentials within Marketo Admin >Salesforce.
If it doesnt resolve the sync issue, contact Marketo support and they will be able to help you out.
Issue When using the Filter 'Member of SFDC Campaign' in the Smart List and checking the people tab to see which records are qualified, this message occurs:
Could not evaluate rule 1 (SFDC Campaign 'Campaign Name' not found)
Note: it may state could not evaluate rule # - # can be any number, if the filter is number 5. # will equal 5
Solution The Fix Ensure the that the SFDC Campaign being referenced in the Smart List is an ACTIVE campaign The Why This error occurs due to the SFDC Campaign not being an active campaign in SFDC. You may be wondering "Then why can I select the SFDC campaign in the drop down?" This is because the Smart List Filter specifically 'Member of SFDC Campaign' similar to 'Has Opportunity' filter reference a backend table in Marketo. This backend table is updated when a SFDC Campaign is removed or renamed. Therefore, Marketo does not directly perform an API call to check if the campaign is selectable, but rather uses the backend table as reference. One way to check in Marketo if the SFDC Campaign is active is to check the 'Added to SFDC Campaign' Trigger in a Smart Campaign's Smart List as that dropdown will only show active campaigns.
Issue You would like to use the 'SFDC Oppty Campaign ID' as a constraint for the Smart List filters ' Has Opportunity' and 'Opportunity was Updated', however, it does not appear as an option.
Solution By system design, there are some opportunity fields such as 'SFDC Oppty Campaign ID' that are restricted and cannot be made visible in Marketo as a constraint or filter.
One workaround is to create a custom field in Salesforce on the Opportunity object that holds the same value as the 'SFDC Optty Campaign ID' field. As a result, this field will appear in Field Management and become visible as a smart list constraint or filter in Marketo. If you would like to implement this, reach out to your SFDC admin.