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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

Note: Once you have migrated to Admin Console, you can manage your support cases through the feature provided in the Admin Console Platform. To learn more, visit: https://experienceleague.adobe.com/docs/customer-one/using/home.html. Once you have submitted a case to Marketo support, we provide a simple way of staying connected to your case and the cases submitted from your company through the Marketo Support Portal. You can access the support portal through your Marketo instance by selecting Community in the top right corner: This is a article attached image You can also access the support portal directly at https://support.marketo.com and login with your Marketo credentials (login and password). This will not work for users with SSO. Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history. Navigate to My Case management: This is a article attached image From the My Cases navigation you can access the following case views: This is a article attached image My Recent Cases* - Cases that you have opened in the past 30 days All Company Recent Cases* - Cases that any authorized support contact has opened in the past 30 days My Open Cases – Cases created by you that are being triaged by Support and pending Support’s response and are more than 30 days old My Closed Cases – Cases that were created by you and are now closed My Awaiting Fix Cases – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date All Company Closed Cases – Cases that were created by you or your colleagues that are now closed All Company Open Cases - All open cases submitted for the account Company Awaiting Fix Cases – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date Management Escalations - Escalations opened by you or your colleagues Survey Cases - Surveys that are available for you to fill out after a case is closed *Cases that have been opened for more than 30 days will move from Recent cases to Open cases To view specific case details, click a case number. This is a article attached image From the Case Details, you can perform the following: Close your Case - Select the "My Case is Resolved" button to close your case Add Comments - Provide additional comments to support or respond to a Support question Add Attachment - Provide any screenshots or documents that will help illustrate the issue you are reporting If your case has been closed there are two options available to you. Reopen - You can reopen your case if you are not satisfied with the case resolution by adding a comment in the case. Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.

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.

Did you know your sales reps can access the Opportunity Influence Analyzer as well? If you have the analyzers provisioned in your Marketo subscription, you just need a Salesforce administrator to add the necessary field to your Opportunity page layout(s). NOTE: It may take up to 24 hours for changes to opportunities to be reflected in the analyzer. 1. In Salesforce, go to Setup > Customize > Opportunities > Page Layouts, and click Edit next to the desired page layout. 2, Click Fields and select the Marketo Opportunity Influence Analyzer field, drag it onto your page layout, and then save the layout. 3. When viewing an opportunity, you'll see the Marketo logo where this field is. It's a button. That takes you to the analyzer for that opportunity. 4. You're there! This URL uses a token parameter for security so your sales reps can access it. You can select which contacts under the account you want to contribute to the analyzer on the right side.

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 90 days, 25 months, or 37 if you have purchased the premium data retention option. The official Marketo Data Retention Policy can be found here: Marketo Activities Data Retention Policy 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.

Issue Delay in SFDC Sync causes email to be sent with unpopulated tokens Wait steps in campaign designed to prevent race conditions are sometimes not long enough for the SFDC Sync to complete Wait steps cause delay in customer receiving their email after filling out for - bad user experience Environment Smart Campaign triggers off form fill and flow step syncs Person record to Salesforce Info from SFDC sync is used to populate tokens in email Campaign uses Wait steps to hold email send until sync is finished Solution Split the Smart Campaign into two campaigns The first campaign runs the sync activities, but does not send email The second campaign triggers off of the Data Value Changes resulting from the sync and sends the email with the email tokens populated

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? Environment Non-Microsoft Dynamics integrated Instance 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. NOTE* This process is not applicable to customers utilizing the native Microsoft Dynamics integration.

Marketo Support's Mission is: To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success. Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any technical questions or concerns. TSEs are responsible for troubleshooting issues within your Marketo instance and common include: My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code: Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API Our TSEs are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience. Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented. Response Time Our TSEs are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services. We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to Service Level Targets.

Issue You receive the below sync error notification which states "CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY: [process/workflow name]: System.LimitException: Apex CPU time limit exceeded" Solution The error means that you have one or more triggers running when the leads are inserted that consume too much CPU time. You are hitting what are called SFDC Governor limits. This is really something you need to review with your SFDC admins and developers. Consider moving some workflows from Triggers (synchronous) to batches (asynchronous).

Issue New program status created in CRM did not sync to Marketo. Environment Program status did not sync to Marketo New Program status is missing in Marketo Solution Create the corresponding status in Marketo by navigating to Admin > Tags > Channel > Select the corresponding channel > Add new status > Save. Create a Program Channel | Adobe Marketo Root Cause This is an expected behaviour as program statuses created in CRM do not sync to Marketo.

Included in this article Overview Sync Filters for Existing SFDC Integrations Sync Filters for New SFDC Integrations Overview It is often necessary to prevent specific 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 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, three documents correspond to the three different steps: “Step 1 of 3”, “Step 2 of 3,” and “Step 3 of 3”. For both versions, complete all steps of “Step 1 of 3” and “Step 2 of 3”. 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 to include the custom field name, which configuration you need (checked=sync vs checked=don’t sync), and 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!

Issue Your Salesforce sync cycle is taking longer than usual. How long is too long? Solution By default, Marketo starts each Salesforce sync cycle five minutes after the previous cycle completes. Each sync cycle may take a couple of minutes or a couple of hours, depending on how much data needs to be written across. If you notice your sync cycles seem to be taking longer than usual, here are some things to check. Have you done a large update recently? This can create a backlog that can take time to work through. Have you added new fields to any of your synced Salesforce objects? The more fields on the object, the more data needs to be written across, extending the sync cycle. If you would like to streamline your Salesforce sync, do an audit in Salesforce of fields visible to the Marketo Sync User. If there are any fields that are not used in Marketo, remove visibility to them so Marketo does not waste time syncing them.

Marketo calls to the Salesforce API During a single sync session, Marketo makes 25 API calls to check if your Salesforce objects need updating. Because your Salesforce sync happens in 5 minute intervals (default setting), each day Marketo makes 7200 API calls to your account to see if any updates are needed. If there are updates, more API calls are used to sync the information. Leads, Contacts, Accounts, Opportunities, Campaigns, and Activities are synced in batches of 200 per API call. If you use a Sync Lead to SFDC or Add to Campaign flow step in trigger campaigns, each one uses at least one API call per lead; the API call happens when the lead hits that flow step (instead of waiting for the next sync). Batch campaigns can send up to 200 leads to Salesforce with 1 API call for these flow steps. Any activities you've synced from Marketo to Salesforce (like "Filled Out Form" or "Opened Email") use an extra API call per event. You can use these to estimate the number of API calls Marketo makes per day. For example, if you have 1,000 Lead and Contact updates a day and 100 Account, Opportunity, and Campaign updates, you'll use: 7200 (check for updates) + (1000 Lead updates / 200 per API call) + (1000 Contact updates / 200 per API call) + (100 Account updates / 200 per API call) + (100 Opportunity updates / 200 per API call) + (100 Campaign updates / 200 per API call) + 7200 + 5 + 5 + 1 + 1 + 1 = 7213 API calls When you first sync your Salesforce account to Marketo, you'll use significantly more API calls until Marketo is up to date with your Salesforce instance. After that, you can expect the API calls to be much lower unless you make large updates to your leads (in Marketo or Salesforce) API Calls and your Salesforce edition Salesforce determines your API call limit based on the edition and licenses you have. This document from Salesforce has information on how they calculate that limit. For many Salesforce users, particularly Enterprise Edition users, the number of API calls made by Marketo is usually not a problem. If you're using a more limited edition of Salesforce or don't have many Salesforce licenses, you may hit the daily limit on your API calls. In that case, please contact Marketo Support and ask us to decrease your sync interval. At a 30 minute sync interval, Marketo uses around 1000 API calls per day, well under the limit for nearly every Salesforce edition. To see your API limit (per 24 hour period) and your current usage (for past 24 hours) in SFDC, navigate to: Setup -> Administration Setup -> Company Profile -> Company Information Look for the field called "API Requests, Last 24 Hours", which will display API usage for the past 24-hour period as well as your current 24-hour limit (in parenthesis). Order of Events during SFDC Sync Marketo will sync your SFDC and Marketo objects in the following order: Lead: synch schema Account: synch schema Contact: synch schema User: synch schema Task: synch schema Opportunity: synch schema Opportunity Contact Role: synch schema Campaign: synch schema Campaign Member: synch schema Campaign Member Status: synch schema Lead: pull conversions Account: pull deletes Account: pull updates User: pull updates Lead Queue: pull updates Lead Status: pull updates Account Type: pull updates Lead: pull deletes Contact: pull deletes Lead: pull updates Contact: pull updates Lead: push updates Contact: push updates Campaign: pull deletes Campaign Member: pull deletes Campaign Member Status: pull deletes Campaign: pull updates Campaign Member: pull updates Campaign Member Status: pull updates Opportunity: pull deletes Opportunity Contact Role: pull deletes Opportunity: pull updates Opportunity Contact Role: pull updates Event: pull updates Task: pull updates Email Template: push new Email Template: push updates Task: push new Task: push updates

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.

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

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

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.

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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Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Managing your Support Cases

Escalating a Support Issue

How to add the Opportunity Influence Analyzer to your Salesforce Opportunities

Storing Activity Data Beyond Retention Policy

Delay in SFDC Sync Causes Email to be Sent With Unpopulated Tokens

Will Customized Settings Remain When Doing an Instance Copy?

Marketo Support Policies

SFDC Sync Error “LimitException: Apex CPU Time Limit Exceeded”

New Status Created in CRM

Restrict records syncing to Marketo from Salesforce using Custom Sync Filter

Salesforce Sync Cycles Taking Longer than Usual

How Marketo Uses the Salesforce API

Parent Company Name display SFDC data when not mapped

What Happens to Merged Leads in Campaign Wait Steps?

Limit Salesforce fields synced to Marketo

Customer User Guide - Marketo Customer Support Links

Storing Activity Data Beyond Retention Policy

Troubleshooting your SFDC Sync

Marketo Champion Program

How to Export Salesforce Mapped Fields