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Issue Description You have recently added a new field to a SFDC Custom Object which is synced to Marketo, but you do not see that new field available on the object in Marketo. Issue Resolution To have the new fields pulled over to Marketo, disable your SFDC global sync within Marketo and then refresh schema for custom objects. This should pull over the new fields on that custom object to Marketo. Once the schema is refreshed, please make sure that the global sync is turned back on. We would also suggest that you refer the below document which will guide you on the above steps. However, the below document is meant for first custom object sync. The same steps need to follow up for the existing object sync as well. SFDC Sync: Custom Object Sync Who This Solution Applies To Customers integrated with Salesforce
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Issue Description Marketo Email templates that have been used are showing or appearing within the Salesforce Email Template Picker/Chooser.   Issue Resolution 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 Is this article helpful ? YesNo
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Issue Description After deleting a lead or contact in Salesforce that has been synced to Marketo as a person record, attempting to merge that synced Person record with another Person record in Marketo keeps failing.   Issue Resolution When a merge is performed in Marketo, the Marketo Sync User will first automatically attempt to merge the associated records in Salesforce. If the records have been deleted in Salesforce this attempt to merge the records in Salesforce will fail, meaning that the rest of the merge operation will fail in Marketo.     To complete this merge, the best option is to perform the merge through the API. The Merge Leads endpoint allows you to skip the automatic Salesforce merge attempt that will always run when performing the merge through the Marketo UI. Marketo support does not troubleshoot or write custom API calls like this, so it is best to work with your in-house developer or IT staff to create these API calls.   http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Leads/mergeLeadsUsingPOST     Is this article helpful ? YesNo
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When you ask Marketo to add a Salesforce contact to a lead queue, Marketo creates a duplicate lead in Salesforce and adds that to the queue instead.   The reason why Marketo creates a duplicate is because Salesforce queues can only have leads in them, not contacts.  If you try to add a contact to a queue, Marketo can either do nothing or create a duplicate lead and add that to the queue.  We opted for the duplicate.   If you want to prevent this behavior in your campaigns, use a filter on "SFDC Type is Lead" to limit the action to only leads Is this article helpful ? YesNo
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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 .
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If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution. Caution: If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1: Americas: +1.877.270.6586, Direct: +1.650.376.2303 Europe, Middle East, & Africa: +353 (0)1 242 3030,  UK: 0800 151 3030 Asia Pacific: +61 2 8310 7646  Japan: +81.03.4233.9014 How to Escalate: Step 1. Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Support tab and click on the “My Case Management” button. NOTE: You will need an open or recently closed case in order to escalate to support leadership. This is a article attached image Step 2. From here you will need to click on either an open or a recently closed* case: This is a article attached image *Support Cases that have been closed for longer than 10 days are no longer eligible to be re-opened and we ask that you open a new support ticket for your current issue prior to escalating to a Support Manager. We ask that you have an open support ticket for a Support Manager to be able to address specific issues. Step 3. After selecting a case, click on the Escalate to Manager button: This is a article attached image Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button. This is a article attached image Once your support escalation case has been submitted a Marketo Support Leader will contact you within 1 business day of your support region's support hours to address the issue.
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Issue Description You have two SFDC picklist fields mapped to one Marketo field but it isn't showing all picklist values for both SFDC fields. Issue Resolution 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. Who This Solution Applies To Customers integrated with Salesforce.
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Issue: You have a Salesforce lead field that is not currently in Marketo but you want to have in it Marketo for use.   Solution: Login to Salesforce as a System Administrator user. Identify the Salesforce profile that is being used by the Marketo sync user by clicking on Setup -> Manage Users -> Users Once you have identified the Salesforce profile being used by the Marketo sync user, you will need to make the Salesforce field visible to the Salesforce profile of the Marketo sync user. You do this via "Field-Level Security" setting for the field in Salesforce. In Salesforce:  Click on Your name at the top right of the screen -> Setup -> App Setup -> Customize ->   Click the Salesforce object the field is under. i.e. Leads, Contacts, Accounts, Opportunities -> Fields Click on the Field Label hyperlink Click on the "Set Field-Level security" button -> check the "Visible" checkbox next to the Salesforce profile that is being used by the Marketo sync user.   Only the "Visible" checkbox must be checked. The "Read Only" checkbox must be checked. In the following screenshot below, notice the different checkbox options for the "Backup User" Salesforce field. However, only 1 option combination will work correctly - i.e. the option with only the "Visible" checkbox checked.     Some standard Salesforce fields even though you have correctly followed the instructions above, simply do not sync to Marketo. One example of this is the "Rating" field on the Account object.
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If you have Salesforce for Twitter installed, you can use its fields to trigger campaigns in Marketo.  One great use for this is to target campaigns at users of social media applications. Install the app: First, you need to install the Salesforce for Twitter AppExchange package -- it's free!  It takes some effort to install, so make sure you follow the instructions carefully [pdf]. As part of the installation, the package adds a new field to your account called "Twitter Username."  When you create or associate a lead with Twitter via the app, the Twitter Username is updated.  Follow the instructions with the Salesforce for Twitter app to learn how to do that. Once you've gone through the steps of setting up your leads' and contacts' Twitter usernames, any new tweets they make will be added to a Twitter Conversation. Syncing the Twitter Conversations: Now you'll need to sync the Twitter Conversations object for your leads and contacts. Back in Marketo, go to the Salesforce page in the Admin section and open the Sync Object tab. Click the Refresh Schema button to reload your custom Salesforce objects. After your schema reloads, click the Twitter Conversation object under Lead on the right. Click on it's name in the center of the screen and rename it to Twitter Conversation (L). Click Save when you're done. Now click Enable Sync in the menu bar. A dialog will appear asking you to temporarily disable your Salesforce sync. Click Disable Global Sync. We'll re-enable this when finished. In the next dialog, click Enable Sync to start syncing this object into Marketo. Next, click on the Edit Visible Fields button. In the dialog that appears, find the sf4twitter__Content__c field and check the Trigger box for that row. When you're done, click Save. Repeat the process for your Contact objects, renaming the object to Twitter Conversation (C)and enabling the sf4twitter__Content__c field in your trigger, as you did for the Lead version above. When you're finished, go to the Salesforce tab and click Enable Sync. Scoring tweets In the Marketing Activites tab, create a new Smart Campaign to score your tweets. In the Smart List, trigger on Added to Twitter Conversation (L) and add a constraint Content contains [your company name].  Do the same for Added to Twitter Conversation (C) In the flow, you can take any action you'd like, such as sending an alert or creating an interesting moment. In this example, we'll give the lead +5 points to their lead score: In the schedule tab, set the campaign to run every time. When you're done, activate the campaign From now on, any tweet from a lead or contact containing your company name will be scored.
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Issue: You want to find out how many daily Salesforce API calls your company has with Salesforce. Solution: From Salesforce Help Article Any user can see the number of API requests sent in the last 24 hours. To view the information, click Your Name | Setup | Company Profile | Company Information. Look for the “API Requests, Last 24 Hours” field in the right column.
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Can Marketo make updates to the Account object in Salesforce? Out of the box when you get your new Marketo instance and go through connecting it with Salesforce we restrict ourselves from making any changes to the Account object in Salesforce. You are probably use to seeing two way data sync for all objects such as Leads and Contacts, however Account works in a single direction: We have made this design decision in part due to the following scenario: John Doh works for Marketo but also runs a small business on the side Marketo currently has about 200 employees He has filled out a form with "Marketo" as his company The next time he fills out a form he does it on behalf of his own business and changes the company name in the form to "John's Small Business" but fails to change the Email Address If Account Write permissions are enabled, everyone in SFDC  associated to Marketo (all 200 people) will now be associated to John's Small Business! As such we have decided to stop Marketo from making any updates to the Account object out of the box. If you want to enable Marketo to make Account level updates in Salesforce we can definitely enable this for you however you must make considerations and move forwardcautiously so that you do not run into any unwanted behavior. If you want Marketo to update all Account fields except for Account Name, you can accomplish this by making use of the "Block Field Updates" feature. This can help stop any updates from happening in the Marketo database from sources such as Form Fill-Out, List Import... Once you have given this topic enough thought and planned out which fields you will be blocking from updates and from which sources, you can: Ask your enablement manager for this change if you are in the enablement process Submit a support ticket if you are out of enablement and flying solo
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When you change or delete a field in Salesforce.com, your marketing assets or campaigns may need changes.  Marketo automatically emails the account admins when this occurs. Finding fields in use It's up to you to correct any references to those changed fields in your assets; you may need to make copy changes, remove form fields, or update emails to remove those references.  You can use the Field Management tool to find where a field is being used: Field Management Hiding fields If you've deleted a field from Salesforce and no longer want it in Marketo, you can easily hide them from the user interface as long as they're no longer in use. (Marketo doesn't allow you to delete fields from the application.) Instructions for hiding a field are in the Field Management documentation: Field Management Multi-value fields If you change a multi-value field or select box's values in Salesforce, Marketo does not update those values in your form fields.  You need to check if the form labels or values need to be updated to match the changes in Salesforce.com.  If you do make changes to a form, remember to re-approve the landing pages that use the form
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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. Follow these directions from Salesforce to change field-level security for profiles on your Salesforce sync account (SFDC login required) And use these instructions from Salesforce to set record-level security on your Salesforce accounts, leads, contacts, or opportunities (SFDC login required) Is this article helpful ? YesNo
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Marketo can send key employees notifications of any errors that occur during the Salesforce sync. Follow the steps below to get started.      1. Click Notifications.      2. Click Subscribe.      3. Open the Notification type drop-down, and select CRM Sync.      4. Enter the email addresses to subscribe, separated by commas, then click SUBSCRIBE. That's it! Those emails will now receive important notifications about any problems with the Salesforce Sync.
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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. Is this article helpful ? YesNo
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