Knowledgebase

Included in this article Overview Marketo uses a set of fields to capture certain kinds of marketing related information. If you would like this data in Salesforce, please follow the instructions below. Create three custom fields in Salesforce on the lead and contact objects: Lead Score, Acquisition Program, and Acquisition Date. Map these custom fields between leads and contacts so that on conversion in Salesforce, the values carry over. You can create other additional fields, if necessary (see the table below). All of these custom fields are optional and are not required to sync Marketo and Salesforce. As a best practice, we recommend that you do create fields for Lead Score, Acquisition Program, and Acquisition Date. Add Marketo Fields to Salesforce Add three custom fields on the lead and contact objects in Salesforce listed above. If you want to add more, see the table of available fields at the end of this section. Perform the following steps for each of the three custom fields to add them. Start with Lead Score. 1. Log into Salesforce and click Setup. 2. In the Build menu on the left, click Customize and select Leads. Click Fields. 3. Click New in the Custom Fields & Relationships section at the bottom of the page. 4. Choose the appropriate field type (for Lead Score — number; Acquisition Program — text; Acquisition Date — Date/Time). 5. Click Next. 6. Enter the Field Label, Length, and Field Name for the field, as shown in the table below. Field Label Field Name Data Type Field Attributes Lead Score mkto71_Lead_Score Number Length 10 Decimal Places 0 Acquisition Date mkto71_Acquisition_Date Date/Time Acquisition Program mkto71_Acquisition_Program Text Length 255 7. Click Next. 8. Specify the access settings and click Next: Set all profiles to Visible and "Read-Only". Uncheck "Read Only" for the profile of your sync user. Often customers have a user with the profile of a System Administrator as the sync user. If that's the case with you, then uncheck “Read Only” for the System Administrator profile as shown in the picture below. If you have created a custom profile for the sync user, then uncheck "Read-Only" for that custom profile 9. Choose the page layouts that should display the field. 10. Click Save & New to go back and create each of the other two custom fields. Click Save when you're done with all three. 11. In the Build menu on the left, click Customize and select Contacts. Click Fields. 12. Perform steps 3 through 10 for the Lead Score, Acquisition Date, and Acquisition Program fields on the contact object, just as you did for the lead object. 13. Optionally, use the above procedure for any additional custom fields from this table.      NOTE: These fields are additional optional fields you may choose to add as well. The Lead Score, Acquisition Date and Acquisition Program fields      are detailed above Field Label Field Name Data Type Field Attributes Acquisition Program Id mkto71_Acquisition_Program_Id Number Length 18 Decimal Places 0 Original Referrer mkto71_Original_Referrer Text Length 255 Original Search Engine mkto71_Original_Search_Engine Text Length 255 Original Search Phrase mkto71_Original_Search_Phrase Text Length 255 Original Source Info mkto71_Original_Source_Info Text Length 255 Original Source Type mkto71_Original_Source_Type Text Length 255 Inferred City mkto71_Inferred_City Text Length 255 Inferred Company mkto71_Inferred_Company Text Length 255 Inferred Country mkto71_Inferred_Country Text Length 255 Inferred Metropolitan Area mkto71_Inferred_Metropolitan_Area Text Length 255 Inferred Phone Area Code mkto71_Inferred_Phone_Area_Code Text Length 255 Inferred Postal Code mkto71_Inferred_Postal_Code Text Length 255 Inferred State Region mkto71_Inferred_State_Region Text Length 255 Map Custom Fields for Conversions A custom field on the lead object in Salesforce should be mapped to a contact field on the contact object so that data is carried over when a conversion occurs.  1. In the top right corner, click Setup. 2. Type "Fields" into the Nav Search without pressing Enter. Fields appears under different objects; Click Fields under Leads. 3. Go to the Lead Custom Fields & Relationships section and click Map Lead Fields. 4. Click the drop-down next to the field you want to map. 5. Select the corresponding contact custom field. 6. Repeat the above steps for any other fields you've created. 7. Click Save when you're done. Here's a video of the entire process that should make it easy to follow along: Salesforce Connector Setup

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

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

Included in this article Overview Do you need to create fields in Salesforce and have them connect to specific fields in Marketo like for Lead Score or Acquisition Program? If so, this document will take you right to the instructions on how to get that done! Step by Step Directions for all Salesforce Editions Adding Custom Marketo Fields to Salesforce Video Overview Here's a video tutorial of the entire process that should make it easy to follow along: Salesforce Connector Setup​ Enjoy!

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

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!

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.

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

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

  This is a article attached image Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs: Online (Legacy) Business or PREMIER SUPPORT BUSINESS (Legacy) Premier or PREMIER SUPPORT ENTERPRISE (Legacy) Elite or PREMIER SUPPORT ELITE Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P4. Here are the SLTs and priority levels for each Support Service:   Priority Online (Legacy) Business PREMIER SUPPORT BUSINESS (Legacy) Premier PREMIER SUPPORT ENTERPRISE (Legacy) Elite PREMIER SUPPORT ELITE P1 1 hour 1 hour 1 hour 30 minutes 30 minutes 30 minutes 15 minutes P2 4 hours 3 hours 2 hours 2 hours 1 hour 2 hours 30 minutes P3 6 hours 5 hours 4 hours 4 hours 2 hours 2 hours 1 hour P4 3 days 1 day 1 day 1 day 1 day 1 day 1 day   Here are the descriptions for each priority level: Priority Description P1 Mission Critical: Core business function down or potential loss of mission critical data P2 Urgent: Major feature or workflow is not functioning. Mission critical workflow and majority of user community is not blocked P3 Important: Normal usability or task completion is impacted but functional, or workaround is available P4 Minor: Minor issue requiring a correction. Normal workflow is not impacted   Find more information About Support here!  

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.

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.    

Issue You may experience this error when we create campaigns in SFDC using Marketo Campaign sync through a program.     Solution The error that we are receiving indicates that the User Profile that Marketo uses to log into Salesforce doesn't have permissions inside of SFDC to create campaigns. To test this, log into Salesforce using the Marketo sync credentials and try to create an SFDC campaign.  If you are unable to do so, then Marketo cannot create campaigns via the sync.  You would need to work with your SFDC Admin to grant the Marketo sync user permission to create campaigns in SFDC. If still there is an error, please contact the Salesforce support team, since this error is coming from Salesforce.