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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

Issue Activity History in Saleforce shows this message: [Email details are being uploaded from Marketo...please check back later] when emails are sent out from the Marketo Outlook Plugin. Solution This message is created because of insufficient privileges for the Marketo sync user inside of SFDC. There is a permission for “Edit HTML Templates” that needs to be enabled for the sync user in order to prevent this problem from occurring. Background: When you send an email using the Marketo Outlook plugin, it is sent through the user's Exchange server rather than Marketo's email servers. Many users have an email signature that is automatically added to the email. This adds additional HTML to the email, which does not match the template already in Salesforce Sales Insight. Normally, Marketo would create a new template which Salesforce could then display in a link in the Activity History. However, in this case, the Marketo sync user does not have the necessary permissions, so this error results. To fix this, enable the "Edit HTML Templates" permissions to your Marketo Sync User. Who This Solution Applies To Customer who are using Sales Insight for Salesforce and Outlook

There are thousands of blacklists out there and all of them operate a little differently and all have varying levels of reputation. There are only a dozen blacklists that really can impact delivery. The blacklist that requires the most work from you when you request delisting is Spamhaus. Spamhaus is a trustworthy blacklist and if you are listed at Spamhaus you have made a mistake that will need to be directly addressed before the listing can be removed. SpamCop is considered a tier one blacklist for B2B marketers but a tier 2 for B2B marketers. Marketo responds to all SpamCop listings; researching to identify the source so we can work with the customer to educate on best practices and prevent future listings. Some blacklists require that you pay a fee to be delisted. These blacklists are not favored in the email community because they use this tactic. For the most part, Marketo advises our customers not to mind alerts of being listed on a pay-to-delist blacklist. These blacklists tend to have minimal impact to your deliverability. For the most part blacklists are dynamic and resolve themselves in around 24 hours if the issue resolves. If the problematic sending continues, of course, the blacklist will continue to keep you listed until the problematic sending ends. If you are blacklisted, your main concern at that point should be making sure it doesn't happen again. For steps on how to identify the problematic data source and improve your list hygiene in an effort to avoid blacklist issues, see our blacklist remediation article.

No, if you have received the blacklist notification, you are not blocked from sending mail. You can continue to mail while you work through the remediation steps. The only time we will ever block you from sending mail is if you trigger a listing at Spamhaus, the world’s most respected and widely used blacklist. If this happens, you will receive a call or email to let you know what’s going on and we will work with you to resolve the issue. This is a rare occurrence. Additional Resources: Can you give me the spam trap address that triggered the listing? What is a spamtrap, or spam trap, and why does it matter? What is a blacklist? How does Marketo respond to blacklisting and spam notifications? Top blacklists - What you need to know Blacklist Remediation Successful Reconfirmation

If you sent an email from the Lead Database (as a Single Flow Action), as part of a campaign, or as a test email but didn't receive it, here are some tips. Check the "From:" address When sending a test message, make sure to check the "From:" address setting on your message. To do this, go to the Email Settings tab of the email editor. In the "From:" field, make sure that you either have a single valid email address, or a valid email address as the default, if you are using a token. Many people want to send their messages from the lead owner. When you use the send test feature, the email address you are sending to doesn't have a full lead record, and so it doesn't have a lead owner. Since Marketo cannot send an email with no "From:" address, test messages without a valid email address in the "From:" field will not send. Send as a Lead If you have verified that the email had a valid From: address and you still aren't getting it, make sure to create yourself as a lead and send using a flow action. See if the mail was sent If you sent the email as part of a campaign or Single Flow Action, check the campaign's Results tab or your lead detail page to see if that mail was already sent to you. If it hasn't been sent yet, try waiting a little while longer. Check your Junk Mail In your email client, check your Junk Mail or Spam folder to see if the mail landed there. If it did, you should change the content of your email. Check your corporate spam filter Your corporate mail server may have blocked emails from Marketo; you should contact your IT department to see if this is the case. Please see our instructions for whitelisting Marketo's email servers: Add Marketo to Your Corporate Email Whitelist Try sending to a different recipient If you sent the original mail to your corporate account, try sending to a personal account on Yahoo or Gmail. If you sent it to a personal account, try your corporate mail account. Use Marketo's Email Deliverability product The Email Deliverability PowerPack, with Design Informant and Inbox Informant, can warn you when your mail is being rejected because of its content and help you identify junk mail pitfalls. Also, using Domain Keys and SPF improve the chances of your email landing in your leads' inboxes. Contact Marketo If you still can't figure out what happened contact Marketo to see if we can help.

Issue Syncing a SFDC custom field that is not on the Lead, Contact, or Account object. Solution Any custom field created in Salesforce that is not linked with Lead, Contact or Account objects will not sync to Marketo. Only the Lead, Contact and Account objects can be synced down to Marketo by default. If you would like to have any custom field synced to Marketo, it must be associated to a Lead, Contact or Account object in Salesforce. Custom Objects created in your Salesforce instance can be part of Marketo too. To use a custom object in Marketo, it must be associated to a Lead, Contact or Account object in Salesforce as well. For more information on syncing Salesforce Custom Objects, please see the documentation here: SFDC Sync: Custom Object Sync. Fields on the SFDC Custom Object do not become fields in the Marketo lead database, but can be used as filter constraints on Custom Object filters - Add/Remove Custom Object Field as Smart List/Trigger Constraints.

Issue You receive a notification that the Salesforce sync failed with the error "SalesForce Sync Error: UNABLE_TO_LOCK_ROW" Solution This indicates that something else in Salesforce was writing to the record at the moment the Marketo Salesforce sync tried to make the update. Since only one "user" at a time can update a record, Marketo was unable to do so, and the sync failed. Marketo will retry an operation a few times if this keeps being received but will fail and move on if it happens too many times. If these have recently become common, you might want to look into any new API integrations to SFDC that you've deployed or any new AppExchange packages with your SFDC Admin to see if you might be able to tune it to avoid this collision. Who This Solution Applies To Customers integrated with Salesforce.

Issue Can Interesting Moments and Web Activity be written on the Account object in SalesForce? Solution Marketo does not have permissions or capabilities to write to the account object. Marketo can only write data to the Contact or Lead Object in SalesForce. If you want to have that data recorded on the Account object, you would be able to setup a custom SalesForce work flow to add that data to a field or as an activity in SalesForce. This data will not be usable or recognized by sales insight however.

Issue What is the typical sync interval timing? Is there a timing difference between updates and inserts? If the change originates in SFDC vs MKTO? Solution By default the sync interval in Marketo is set to 5 minutes. This can be set to be greater than 5 minutes on request. Now this doesn't mean that Marketo will sync updates every 5 minutes, it means that there will be approximately a 5 minute wait after one sync cycle finishes and and the next sync cycle begins. The duration that an individual sync cycle will take depends on how many records for each object need to be updated/created. Remember flow actions in smart campaigns are immediate, so if you ever don't want to wait for the background sync for a specific lead or set of leads then you could always run an intimidate flow action, just bear in mind that flow actions use 1 API call per lead record whereas the background sync is much more efficient and can handle 200 records with just one API call.

Issue A record in Marketo failed to sync to Salesforce due to a Field Validation error. Errors may include the following: Failed: FIELD_INTEGRITY_EXCEPTION: INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST: bad value for restricted pick list field. Solution The lead was unable to sync to Salesforce because the value for a specific required field was missing or did not match the rules Salesforce had for the data in the field. For example, the field in Salesforce could be a picklist and the value Marketo is trying to pass in the field is not in the picklist. Salesforce always requires a Last Name and a Company Name value for all records, so if your lead is missing data in these fields, the sync will fail. To resolve this, check Salesforce to see what the acceptable values are for the field specified in the error, and make sure the Marketo record has the necessary information. If you need further assistance with this, we recommend working with your SFDC Admin to determine why Salesforce is rejecting the record. This commonly happens when Country/State picklist is enabled on your SFDC instance. As a consequence, SFDC will reject any record with country/state value does not belong to the list and so you will have to make sure that countries are set correctly everywhere in Marketo, and especially: in forms in data management campaigns in imports For example, if you try to pass the value "New York" to Salesforce, it will not be accepted. Salesforce will only accept "NY". The error messages you're seeing are coming from Salesforce because the State fields have been standardized to only accept certain pick-list values. In order to get these records to sync with Salesforce you'll need to update them to have valid values. Contact your SFDC Admin to get the list of accepted values for that field and update the record in Marketo with the appropriate value that is accepted by SFDC. If you feel like pick list is not necessary on SFDC, you could just disable the state or country pick lists in SFDC by following the below document https://help.salesforce.com/articleView?id=admin_state_country_picklist_enable.htm&type=5 Who This Solution Applies To Customers integrated with Salesforce

Issue You are re-branding your domain and would like to know if it is possible to transfer cookies from one domain to another. Solution While there are general approaches to sharing cookies across domains, this is outside the scope of Marketo Support. Included below are some non-Marketo resources on approaches for sharing cookies https://stackoverflow.com/questions/12370495/share-a-cookie-between-two-websites https://www.codeguru.com/csharp/csharp/cs_internet/article.php/c19417/Sharing-Cookies-Across-Domains.htm. The best point of contact will be your web developer and they will be able to help you out on this regard.

Issue You have multiple domains for your landing page CNAMES and want to choose which one is used for a landing page. Solution First, you will need to make sure your secondary domains are set up with a CNAME and a domain alias. You don't choose a domain when creating the page. All pages are created under the default/original landing page domain, but they're all available from all domain aliases as well. Swapping out the default domain with the domain alias in the URL will take you to the same page. You find more detail on this here - Multiple Domains (CNAMEs) in a Single Marketo Instance

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.

Issue You already have a Marketo connected to an instance of Salesforce and want to switch to a different instance of SFDC. Solution This is not possible. Once you have connected your Marketo instance to an instance of SFDC, that connection cannot be changed. If you want to connect Marketo to a different instance of SFDC, you would need to contact your Customer Success Manager to have a new Marketo instance provisioned.

Issue An update made in the CRM is taking longer than expected to sync to Marketo via the usual sync cycle. You need to avoid this for some of the data being passed between the two systems. Solution Some delay in the sync is expected. It all depends on the current sync status, as well as how much data is being synced. One possible workaround would be to use API calls to push data into Marketo immediately. To make API calls into Marketo, you'll need to do the following Create an API Only User Role Create an API Only User Create a Custom Service for Use with ReST API From there, you will be able to create API calls from your CRM and access API endpoints with this user to make updates in Marketo. This method can also be used to sync data between Marketo and unsupported or custom CRMs. Note: You will need to work with a developer to create the API calls. Marketo Support are not trained as developers, so if you need assistance creating your API calls, you will need to work with Marketo Professional Services instead.

When a Salesforce-specific flow step runs, sometimes extra steps are performed automatically. Here are the rules, so you know: These rules will apply when the lead is not currently in Salesforce.com as a contact or lead. Marketo Flow step Automatic Action Add to SFDC Campaign Sync Lead to SFDC Change Status in SFDC Campaign Sync Lead to SFDC Add to SFDC Campaign Change Owner Sync Lead to SFDC Convert Lead Sync Lead to SFDC Create Task Sync Lead to SFDC You can filter out SFDC records in a Smart List using the SFDC Type Filter with the operator set to "is not empty". All SFDC records have a value in this field.

When using Marketo it is not a requirement to set up DNS text records for SPF and DKIM. However, Marketo recommends setting up SPF and DKIM because it improves the deliverability of your mailings. Configuring and implementing one or both of these records is a way to verify that the server sending your mail is authorized to do so. If a recipient domain is configured to check for SPF and/or DKIM and those DNS records are available and your mail passes the SPF/DKIM check, it further reinforces its good reputation. Not implementing SPF/DKIM records does not add to or subtract from its reputation, it’s just not there. Please note, not all domains check for SPF/DKIM and if this is the case, again, the presence of these records does not add or subtract from your mail’s deliverability. There is no negative effect to setting up these records, and it can improve your deliverability. It is for these reasons that Marketo recommends setting up these DNS records and configuring their use in your instance of Marketo. For more information on how to set up and configure SPF/DKIM, please read our KB article here.

Issue: You have a Salesforce lead field that is not currently in Marketo but you want to have in it Marketo for use. Solution: Login to Salesforce as a System Administrator user. Identify the Salesforce profile that is being used by the Marketo sync user by clicking on Setup -> Manage Users -> Users Once you have identified the Salesforce profile being used by the Marketo sync user, you will need to make the Salesforce field visible to the Salesforce profile of the Marketo sync user. You do this via "Field-Level Security" setting for the field in Salesforce. In Salesforce: Click on Your name at the top right of the screen -> Setup -> App Setup -> Customize -> Click the Salesforce object the field is under. i.e. Leads, Contacts, Accounts, Opportunities -> Fields Click on the Field Label hyperlink Click on the "Set Field-Level security" button -> check the "Visible" checkbox next to the Salesforce profile that is being used by the Marketo sync user. Only the "Visible" checkbox must be checked. The "Read Only" checkbox must be checked. In the following screenshot below, notice the different checkbox options for the "Backup User" Salesforce field. However, only 1 option combination will work correctly - i.e. the option with only the "Visible" checkbox checked. Some standard Salesforce fields even though you have correctly followed the instructions above, simply do not sync to Marketo. One example of this is the "Rating" field on the Account object.

Included in this article Overview Use Sync User Login Check Field Level Security Overview If you've ever had trouble getting a field or field value to sync between Salesforce and Marketo, the most common problem is that the Salesforce sync user doesn't have permissions to access that field. Since different users have different permissions to access fields based on their roles, not every field or record is visible to every user. However, there can be cases when a user needs access to fields which are not accessible. For example, if a program needs to be tested but the field is not accessible, or the user may have been simply missed from the permissions. In such cases, you can check whether the sync user can see that field. Use Sync User Login To find if your sync user has permissions to access the field, check the Salesforce integration ID. Navigate to Admin > Salesforce and check the Credentials. This will give you the login ID. Your Salesforce Admin should have the password for that login ID. Next, log into your CRM using those SFDC sync user credentials. Navigate to the lead/contact record. Check to see if the field shows on the lead record. If the field is not visible, that means that your sync user does not have permissions enable to access that field. Check Field Level Security If the field isn't visible, we need to check the Field Level Security for the fields. This is where the fields will be listed with checkboxes indicating whether the field is to be accessible or not. 1. Go to Setup. 2. Navigate to your Profile. 3. Go to the section “Field Permissions.” Here you’ll be able to see the fields and their corresponding permissions. Restricted permissions could be a reason why the SFDC sync user cannot see a field or record. Therefore, you may need to make changes here to allow permissions to view it.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

SFDC Activity History Shows Message: [Email Details Are Being Uploaded from Marketo…Please Check Back Later]

SFDC Activity History Shows Message: [Email Details Are Being Uploaded from Marketo…Please Check Back Later]

How do blacklist issues get resolved?

Can I Still Send My Emails, or Are You Blocking Me from Sending?

I Didn't Receive a Sample Email that I Sent

Syncing Custom Field Created in Salesforce Standard and Custom Objects

SalesForce Sync Error: UNABLE_TO_LOCK_ROW

Interesting Moments and Web Activity on the Account Object in SalesForce

SFDC Sync Intervals

SalesForce Custom Object Not Visible in SalesForce Objects Sync

Record Failed to Sync to Salesforce with a Field Validation Error

Transferring/Sharing Cookies Between Domains

Using Multiple Landing Page Domains for Your Landing Pages

SFDC Campaign Sync Error - Failed: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY: entity type cannot be inserted: Campaign

Switching the Marketo Sync to a New Salesforce Instance

Syncing Between CRM and Marketo Outside of the Sync Cycle

Implied Salesforce Actions

What Are the Possible Effects of Not Setting Up SPF/DKIM Records?

How to make a Salesforce field available in Marketo

How to check if an SFDC sync user can see a field