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(Article Updated - August 2024) Overview A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop to inbox delivery rates if the IPs or domains involved with sending email are listed on a blocklist. Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When an impactful listing occurs, we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved. There are thousands of blocklists, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions. How it works: Unlike many blocklists, Spamhaus lists senders manually. This means they are proactively watching sender activity, collecting data, and base listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well. Next Steps: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist SpamCop Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions, but it makes it to the Tier II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. How it works: SpamCop lists IPs for one of two reasons: Either the email hit SpamCop spam trap addresses OR A SpamCop user has reported the email unwanted. Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation Blocklist resolution flowchart Successful lead reconfirmation What is a blocklist?

Issue You want to see how many (and maybe which) records have been sent a specific piece of content by a nurture stream. Solution In the Streams tab of your Engagement Program, change your view from "Content" to "People". You will see numbers below each piece of content indicating how many were last cast this piece of content and how many have been cast it total. Click on one of these numbers to see the specific records which constitute that total. Please note that the last cast is not necessarily the most recent cast of the Engagement Program, it is the last time that piece of content was sent by a cast. The "Last Cast" of the first piece of content may be from three weeks ago, while the last cast of the third piece of content may be from this week.

Issue A Smart Campaign with a "Person is Created" trigger, in combination with additional filters, doesn't qualify people as expected. Solution Using filters with "Person is Created" triggers can cause issues when a person is created, but the values that the filters look for aren't filled in yet. When the Smart Campaign checks the filters, the data it looks for hasn't been filled in yet, so people don't qualify. Here are a couple alternatives: A scheduled batch campaign that looks for people who were created and meet those filters. Use the Person is Created trigger, but use a wait step to allow time for the date to fill in, followed by choices in the flow to qualify people.

Issue Issue Description 'Members by Status' Not Shown on Engagement Program Summary - Only 'Members by Stream' Solution Issue Resolution The 'Members by Status' section that you can see on the Summary page is replaced by the 'Members by Stream' section in an Engagement Program. You should be able to see how many members have which Status on the Dashboard page. This will also show any additional Statuses that you may have added to the Channel. However, all of this information is available on the Details page for the Engagement Program in Marketo Sky.

Issue You want to send out an email to a group of people and break it up so that it sends in smaller batches over time. Solution To break up an email send over time, you can use a Smart Campaign with Choices and Wait steps in the flow. Example provided below. Choose the criteria you want to use to break up the send. In the example, we use the first letter of the last name. Use a Send Email flow step with a Choice defining your first group (Last Name starts with A-F) and select the email you want to send. For the rest of the leads, use a Default choice of "Do nothing." Add a Wait step. Repeat 1-3 for the each group, separating them with Wait steps.

Issue You want to set up a DKIM key on one of your domains or subdomains, but another service has a DKIM key already set up on the selector/domain combo. Solution Beginning October 2023, Marketo has upgraded it's DKIM feature to allow for a Custom Selector for DKIM Keys. Most Users will be able to utilize the prior default selector, m1, as their DKIM Key. However, if another integration is already utilizing the m1 selector, a custom value can be used. Common ones seen are "m2", "a1", "mkto", etc. It can be longer, but shorter is generally better Afterwards, you'll be able to validate DKIM as detailed in documentation: https://docs.marketo.com/display/public/DOCS/Set+up+a+Custom+DKIM+Signature

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.

Issue Note: If you have been migrated to Admin Console, refer to the Admin Console Overview page at https://helpx.adobe.com/enterprise/using/admin-console.html. When I go to the Support area of Nation, my access to the Portal is incorrect. Solution Our system is particular about how you need to access the Support Portal before we can authorize you to use it. The proper steps to take for us to authorize, and for you to submit cases, are as follows: Log into your instance Click the Community tile (step 1 image) Click Support in the top banner (step 2 image) Click Submit a Case option (step 3 image) Choose from top options depending on what you need to do (step 4 image) Create a case, Manage authorized contacts, edit your Info Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually. Step 1 This is a article attached image Step 2 This is a article attached image Step 3 This is a article attached image Step 4 This is a article attached image If you experience issues, please email marketocares@marketo.com

NOTE - Only authorized support contacts from your organization can submit support cases. To tell if you are an authorized support contact or not, access the Support Tab and select Create Case. If you are not an authorized contact, you will receive the below screen. Please contact your Support Admin to be added to the Support Entitlement. 1. Go to Support. 2. Click My Case Management 3. Click on +Create A Case 4. Enter a Subject to see suggested articles on the problem. Select an article to open a new tab. Select the + if you would like to see the full subject of the article first. 6. Didn't find the help you needed? Enter your information into the required fields. Click Submit. Great! You've submitted a case. A support rep will reach out to you shortly.

FAQs Included in this Article: Overview How clicks on Web Personalization assets and campaigns are recorded in the activity log How often does Web Personalization sync with Marketo Is it possible to sync multiple Marketo instances with one Web Personalization account What custom field types are supported What is a unique visitor in Web Personalization What is the time zone setting on the Marketo Web Personalization server that is used to count impressions Overview Your Marketo instance and your Web Personalization instance end up interacting and transferring data in many different ways. Below are answers to some of the most frequently asked questions about Web Personalization's integration with the Marketo instance. How clicks on Web Personalization assets and campaigns are recorded in the activity log These activities are recorded as the 'Data Value Change’ Activity Type. The fields 'Web Personalization Assets’ and 'Web Personalization Campaigns’ are changing all the time to include all the assets and campaigns the lead clicked on. How often does Web Personalization sync with Marketo Lead data gets synced every 5 minutes Data regarding programs and smart campaigns is synced every 15 minutes Is it possible to sync multiple Marketo instances with one Web Personalization account Currently, there is no way to do this. Each Web Personalization account will be tied to one account in Marketo and vice versa. What custom field types are supported All field types are supported except for Formula fields. For more information on custom field types, visit Custom Field Type Glossary - Marketo Docs - Product Docs What is a unique visitor in Web Personalization A unique visitor refers to an individual that has visited your web page, regardless of how often they visit. For example, when an individual goes to your web page on Tuesday, then again on Wednesday, this is recorded as two visits from one unique visitor. What is the time zone setting on the Marketo Web Personalization server that is used to count impressions The server is set to record data in U.S. Central Time (CT), but the time stamps you will see in the UI are based on your local time zone. Very rarely, a visitor might show up twice if they visited on separate days according to CT but not your time zone.

Issue Person record's Activity Log shows repeat Company Name changes without any Data Value Change being logged. In this example screenshot, we can see that the person had the Company Name set back to the correct value by the CRM sync, but there is no record of the Company Name being changed in the first place. This is a article attached image Environment Person records showing the change are all part of the same Account. One person on that holding Account fills out a form that updates the field "Company Name" to a value that is different from the Account Name CRM sync corrects the Company Name field back to Account Name Solution STEPS TO RESOLVE: 1. Find the lead that change the Company Name field on the account with a Smart List filter: DATA VALUE CHANGED Attribute: Company Name New Value: [Company Name from form fill-out] Previous Value: [Account Name] This is a article attached image 2. Locate the Data Value Change in the Activity Log 3. Check the date and time of the Data Value Change 4. Check that timeframe on other affected records 5. The timeframe of the Data Value Change back to the Account Name will approximately match the timeframe of the logged Data Value Change, showing that the update to the one person was the cause of the update for all others on that account. Root Cause Marketo uses Company Name as the identifier for the Account object. If you have multiple people on the account and one of them changes the Company Name via a form fill-out, the Company Name is changed for all other people on that Account. This change happens on the back end, so you will not see it until the CRM changes it back to the correct value in the next sync cycle.

Included in this article How many total named accounts can I have within Marketo TAM? How many account lists can be created? How many Named Accounts can be added to the Account List? Is Marketo TAM Workspace specific? Which lead attributes are used for Lead-to-Account Matching? How are strong lead matches to Named Accounts determined? How are weak lead matches to Named Accounts determined? How can you make Marketo TAM automatically associate leads to Named Accounts? Do I see all the CRM accounts in the Discover CRM grid? Does the number of CRM accounts match the number of CRM accounts shown in Discover CRM grid? What does the Discover Marketo Companies grid show? What happens if I delete Named Accounts? Can I merge duplicate companies or CRM accounts manually in Marketo? How is the week-over-week engagement over time chart determined and how frequently it is calculated? How is the week-over-week pipeline chart determined and how frequently it is calculated? How is the week-over-week revenue chart determined and how frequently it is calculated? Does Marketo TAM backfill data for engagement over time charts? How far back can I see engagement over time, pipeline and revenue charts? How far back are email and web activities calculated for? How is pipeline determined? How frequently are account scores calculated? How is Currency calculated? Does Marketo TAM support Account hierarchy? Additional Documentation How many total named accounts can I have within Marketo TAM? There is no limit from a product perspective. How many account lists can be created? 1,000 How many Named Accounts can be added to the Account List? 500 Is Marketo TAM Workspace specific? No. Named Accounts are visible to all the Workspaces. But Lead Partition rules are still honored. Which means you can see a named account in multiple Workspaces but depending on the Lead Partition rules, you can only see leads belonging to the corresponding Workspace within that named account. Which lead attributes are used for Lead-to-Account Matching? It is based on 3 lead attributes: Email Domain, IP Address and Company Name. We convert Email Domain and IP address to the Company Names and match all 3 to identify strong and weak matches. How are strong lead matches to Named Accounts determined? When the Company Name matches 3 out of 3, or 2 out of 3 times, then we consider this a strong match. How are weak lead matches to Named Accounts determined? When the Company Name matches only 1 out of 3 times, then we consider this a weak match. How can you make Marketo TAM automatically associate leads to Named Accounts? When you create a Named Account from any of the Discover grids, Marketo creates rules which then going forward are used to do automatic association of leads from the company to Named Accounts. Do I see all the CRM accounts in the Discover CRM grid? Yes, all the CRM accounts that are synced in Marketo show up here Does the number of CRM accounts match the number of CRM accounts shown in Discover CRM grid? Not necessarily. Marketo ABM does light de-duplication by CRM account names. First, we remove company suffixes before matching to company names. (Ex: Co, Corp, Corporation, Gmbh, Inc, Incorporated, LLC, LLP, LP, Ltd, PA, PC, PLC, PLLC). Second, we merge companies or CRM accounts in Marketo with duplicate names (not case sensitive) What does the Discover Marketo Companies grid show? This grid shows all the CRM accounts as well as Marketo Companies that we found in the Marketo lead database. What happens if I delete Named Accounts? None of the leads associated with the Named Accounts will be deleted. You can always go back to the Discover Companies grid and re-create the Named Account. Can I merge duplicate companies or CRM accounts manually in Marketo? Yes. You can use Discover Marketo Companies to do that. How is the week-over-week engagement over time chart determined and how frequently it is calculated? We take daily account scores and show the maximum account score for that week. This chart is calculated every 8 hours. How is the week-over-week pipeline chart determined and how frequently it is calculated? We add the total sum for the 'Amount' of all opportunities except closed-won and closed-lost. We show opportunity amount on last day of the week. This chart is calculated every 24 hours. How is the week-over-week revenue chart determined and how frequently it is calculated? We add the total sum of the 'Amount' of all the closed-won opportunities on a weekly basis. This chart is calculated every 24 hours. Does Marketo TAM backfill data for engagement over time charts? No. Engagement is tracked from the time Named Accounts are created. We don't backfill. How far back can I see engagement over time, pipeline and revenue charts? 90 Days. How far back are email and web activities calculated for? 30 Days. How is pipeline determined? Pipeline is calculated as a sum total of 'Amount' for all open opportunities except closed-won and closed-lost in CRM accounts. How frequently are account scores calculated? Every 30 minutes. How is Currency calculated? Currency is the Subscription currency. Marketo ABM does not covert the currency. Does Marketo TAM support Account hierarchy? Not in this current version, but it is planned for future versions. Additional Documentation Here are some links to related Documentation that you may find useful: Target Account Management (previously ABM) - Troubleshooting Tips Target Account Management Overview - Marketo Docs - Product Docs TAM - Issue a License - Marketo Docs - Product Docs TAM - Permissions - Marketo Docs - Product Docs TAM - Configure CRM Mapping - Marketo Docs - Product Docs TAM - Account Score - Marketo Docs - Product Docs TAM - Account Lists - Marketo Docs - Product Docs TAM - Add People to a Named Account - Marketo Docs - Product Docs TAM - Discover Accounts - Marketo Docs - Product Docs TAM - Lead to Account Matching - Marketo Docs - Product Docs TAM - Named Accounts - Marketo Docs - Product Docs TAM - Account Filters - Marketo Docs - Product Docs TAM - Account Triggers - Marketo Docs - Product Docs TAM Main Dashboard - Marketo Docs - Product Docs TAM - Account List Insights - Marketo Docs - Product Docs TAM - Named Account Dimension in RCA - Marketo Docs - Product Docs TAM - Named Account Insights - Marketo Docs - Product Docs

Issue Lead activity log shows "Change segment" or "Add to Segment" for a segmentation (i.e. "Change Title to "Directors") The named segmentation ("Title") does not show up in the segmentation list in Database Environment Marketo instance with the Target Account Management feature Solution Even though the activity log shows a segment activity, the segment is actually a Persona, which is a feature of Target Account Management.

Included in this article Lead-to-Account Matching Why aren't leads automatically associating with my named accounts? Why do the incorrect leads get associated with my Named Accounts? Discover CRM Accounts or Discover Marketo Companies Why do I see fewer numbers of CRM accounts in the Discover CRM account grid than in my CRM system? Why can't I see the new contacts and opportunities automatically associated with my Named Account that I created based on that CRM account? I can't see any company names in Discover CRM grid or Discover Companies grid. I have a bunch of leads from a specific company, but I don't see this company in the Discover grid. Top Accounts Why I can't see any named accounts in my Top Named Account list? Top People Why can't I see people with stars and flames at account level? Interesting Moments Why don't I see Interesting Moments at account level? Email Activities Why can't I see Email metrics such as number of emails sent at account level? User License Why can't my users see the new ABM Tile? User Permission Why can't I create/edit/delete a Named Account, Account Lists etc. Logos Why can't I see the Logo for my Named Account? Additional Documentation Lead-to-Account Matching Why aren't leads automatically associating with my named accounts? Because the named accounts have not been created from the Discover Company grid or Discover CRM grid. Marketo TAM only supports automatic association when you create Named Accounts from Discover grids. Why do the incorrect leads get associated with my Named Accounts? The most common cause of this is an error made associating the company to the incorrect Named Account. The Support team has the ability to delete the rule for further association of the wrong leads to accounts. Contact Marketo Support for more detailed information. Discover CRM Accounts or Discover Marketo Companies Why do I see fewer numbers of CRM accounts in the Discover CRM account grid than in my CRM system? Marketo TAM de-duplicates the CRM accounts based on their account name. (e.g. the 2 CRM Accounts "Acme" and "acme" would show as 1 company in discover grids). Why can't I see the new contacts and opportunities automatically associated with my Named Account that I created based on that CRM account? Make sure the Named Account was created from the Discover CRM grid. Make sure the CRM account name in the CRM system has not changed. If it has been changed, then go back to the Discover CRM grid and associate the new CRM record in this grid with the existing Named Account. I can't see any company names in Discover CRM grid or Discover Companies grid. This will require help from the Support team. Contact Marketo Support for more detailed information. I have a bunch of leads from a specific company, but I don't see this company in the Discover grid. It can take a few minutes up to a few hours to process the new leads in the lead database before the company is proposed on the Discover grid. Check if the leads were recently created in the system. The company name on the leads could be different than the company name in the Discover grid. One of the databases we use matches companies to domains used, but another one may have a different company listed, which will get sorted out as the databases update the records. This issue could also be caused by information from those leads coming from an ISP, or if they have public email domains (e.g. Gmail, Yahoo). We don't show these company names in the Discover grid. Top Accounts Why I can't see any named accounts in my Top Named Account list? TAM won't show Named Accounts in Top Accounts with ZERO pipeline or ZERO account score. Top People Why can't I see people with stars and flames at account level? This will happen if your subscription doesn't have Sales Insight enabled Interesting Moments Why don't I see Interesting Moments at account level? This will happen if your subscription doesn't have Sales Insight enabled Email Activities Why can't I see Email metrics such as number of emails sent at account level? This will happen if your subscription doesn't have Email Insights enabled User License Why can't my users see the new TAM Tile? Each user must have an TAM license issued in order to access the tile. User Permission Why can't I create/edit/delete a Named Account, Account Lists etc. This will happen if the user doesn't have permissions enabled to create/edit/delete Named Accounts. Logos Why can't I see the Logo for my Named Account? Logos are not supported when you merge 2 companies into 1 Named Account Additional Documentation Here are some links to related Documentation that you may find useful: Account Based Marketing (ABM) FAQ - Product Facts & Figures Target Account Management Overview - Marketo Docs - Product Docs TAM - Issue a License - Marketo Docs - Product Docs TAM - Permissions - Marketo Docs - Product Docs TAM - Getting Started With TAM - Marketo Docs - Product Docs TAM - Account Score - Marketo Docs - Product Docs TAM - Account Lists - Marketo Docs - Product Docs TAM - Add People to a Named Account - Marketo Docs - Product Docs TAM - Discover Accounts - Marketo Docs - Product Docs TAM - Lead to Account Matching - Marketo Docs - Product Docs TAM - Named Accounts Overview - Marketo Docs - Product Docs TAM - Account Filters - Marketo Docs - Product Docs TAM - Account Triggers - Marketo Docs - Product Docs TAM - Main Dashboard - Marketo Docs - Product Docs TAM - Account List Insights - Marketo Docs - Product Docs TAM - Named Account Dimension in RCA - Marketo Docs - Product Docs TAM - Named Account Insights - Marketo Docs - Product Docs

Overview Beginning August 15, 2018, Marketo will implement a new policy for the retention of marketing activity data. Under this policy, Lead Activity and Campaign Membership data will be stored for a rolling 25 months past the activity date, and certain high-volume activity data will be retained for a rolling period of 90 days past the activity date. Beyond these retention periods, this data will not be available. This change in retention will enable Marketo to continue to meet the performance demands of its customer base while providing clear expectations for data retention across the platform. Customers who wish to export marketing activities that are older than 25 months or high-volume activities that are older than 90 days should do so before August 15, 2018. After this date, Marketo will apply the new retention policy and the older data will no longer be available. Summary of Changes There are three components to the data retention policy: a retention period of 14 days for one activity, 90 days for twelve high-volume activities; and a retention period of 25 months for all other activities. Activity with 14-Day Retention Period Activity Retained for 14 Days Delete Lead Activities with 90-Day Retention Period The high-volume activities listed below will be retained for 90-days. After 90-days, all such activities will be permanently deleted. Activities Retained for 90 Days Add to List Change Score Change Data Value Visit Webpage Click Link on Webpage Sync Lead to SFDC Sync Lead to Microsoft Sync Lead Updates to SFDC Update Opportunity Request Campaign Email Delivered* Send Email* * Email Delivered and Send Email activities changed from 25 months to 90 days effective August 31st, 2020. More information here. Activities with Minimum 25-Month Retention Period The activities listed below will be retained for 25 months. After 25 months, all such activities will be permanently deleted. The only exception is the New Lead activity, which will always be displayed in the activity log. All other activities will be deleted, but the New Lead activity will not, giving you a permanent record of when the lead was created and how. Category Activities Retained for 25 Months Web Click Predictive Content Click RTP Call to Action Fill Out Form Smart Campaign Add to Engagement Program Call Webhook Change Lead Partition Change Engagement Program Cadence Change Engagement Program Stream Change Program Success Change Revenue Stage Change Revenue Stage Manually Change Program Member Data Change Program Status Compute Data Value Enrich with Data.com Execute Campaign Interesting Moment Merge Leads Remove from List Resolve Ruleset Reward Test Group Variant Schedule Test Variants Send Alert Engagement Program Cast Push Lead to Marketo Social Click Shared Link Share Content Vote in Poll Email Click Email Email Bounced Email Bounced Soft Open Email Received Forward to Friend Email Sent Forward to Friend Email Unsubscribe Email CRM - Salesforce Add to Opportunity Add to SFDC Campaign Change Owner Change Status in SFDC Campaign Click Sales Email Convert Lead Delete Lead from SFDC Lead Assigned New SFDC Opportunity Open Sales Email Receive Sales Email Remove from Opportunity Remove from SFDC Campaign Resolve Conflicts SFDC Activity Sales Email Bounced Send Sales Email SFDC Activity Updated SFDC Merge Leads Add to Case Add to SFDC Custom Object Test (Contact) CRM - Microsoft Dynamics Add to Opportunity (Contact) Add to Opportunity (Account) Remove from Opportunity (Contact) Remove from Opportunity (Account) Update Opportunity (Contact) Update Opportunity (Account) Delete Lead from Microsoft Segmentation Add to Segment Change Segment Once this data retention policy goes into effect, Marketo will enact the following: Activities will be available via the Marketo UI or for REST API Bulk Extract for 25 months from the activity date. Activity data in reports for campaigns, forms, emails, or website visits will be available for 25 months from the activity date. Activity data from decision rules in Smart Lists will be available for 25 months from the activity date. Smart Lists and Smart Campaigns will be able to access data for 25 months. Engagement programs will still not send the same email to a lead again for at least 25 months after the first email send activity date. Marketo Data Retention Policy You can see the Marketo Data Retention Policy in the Marketo Community here: Marketo Activities Data Retention Policy Frequently Asked Questions What Happens Next? You have until August 15, 2018 to export any of your existing, historical (older than 25 months) marketing activity data. After this date, Marketo will apply the data retention policy to marketing activities on an ongoing basis. What do I need to do? No action is required unless you wish to store activity data that was generated more than 25 months in the past. If you need to retain data that is older than 25 months, you should export it via the REST API Bulk Extract before August 15, 2018. If you would like to store the activity data from the high-volume activities, you should export it within its 90-day retention period. For additional help, you may want to engage a technology partner from the Marketo LaunchPoint Partner ecosystem or contact Marketo Professional Services. What's in it for me? Your individual benefits from this data retention change will depend on your usage. Generally, users of the Marketo platform may see performance-related improvements, such as: Smart Lists can process faster. Filters for activities (such as email opens or website visits) won’t need to query multiple years of historical data, making the search time shorter. Emails will send faster. Since Smart Lists will process faster, campaigns will qualify members faster and email batches will take less time to assemble. Lead scoring will happen faster. Activity that contributes to lead scoring will be processed faster. REST API and campaigns will execute faster. Without a large amount of historical data to process, your campaigns will execute faster and REST API calls will speed up. Will this affect my reports? You'll see changes if you attempt to run a report on lead activity beyond the retention period. Your reports will show up to 25 months’ worth of data, but data beyond the activity retention period will no longer be available. For more detailed information, please see our documentation here: Marketo Activities Data Retention Policy – Impact on Reporting How will this affect my contact data? The new data retention policy will not change the way Marketo stores field values within Lead, Account, or Custom Object records. The retention policy change applies to the activities logged in the activity log. The field values (attributes) in the record won’t be affected. Example: Say a lead has a Change Data Value activity that inputs an address into the Address field. The address itself that is entered into the Address field will not be affected. However, the Change Data Value activity that is logged in the activity log will only be retained for 25 months, after which it will be deleted. Will there be any change to lead scoring? Activities that affect lead scoring (including those from emails, forms, or campaigns) will be available for 25 months. Beyond that period, the activities will not be retained and won’t affect lead scoring. The existing score won’t be changed when the activity is deleted. Example: Say a lead visited your pricing page one time in 2014 and a Smart Campaign changed the score +5 for the activity. Four years later, the lead will still have the score of 5, but the activity that generated the score change will have been deleted. For most, the value of activities that happened over two years ago isn’t as great as the value of more recent activities. The usefulness of activities affecting scores decays over time, so the overall impact should be minimal. How will this affect marketing assets? The new data retention policy will not change the way marketing assets (such as campaigns, forms, emails, etc.) are stored. The data policy change applies only to activities, not the assets within your Marketo instance. Does this include Custom Activities? Yes. Custom activities are included in the new data retention policy. All activities, even custom activities, will be deleted after 25 months. How will this affect global unsubscribe? The new data retention policy will not affect global unsubscribe status. Even after the unsubscribe activity moves beyond the retention period date and is deleted, the lead’s Unsubscribed status is kept as a lead attribute, and is retained in the Durable Unsubscribe. How do I tell when an anonymous lead record was created and when it became known? There are two places in lead records where info is stored for when it was created. In the lead’s activity log, the “New Lead” activity records when a lead became a known lead. This activity is the only one that is not deleted after 25 months. The “New Lead” activity will always be retained in the activity log, even after others are deleted. In the Lead Info tab of the lead record, the first attribute listed is “Created”. This gives you the exact date and time when the lead record itself was first created. If the lead was anonymous first before becoming known, this will give you the date and time of the first anonymous activity. Will there be any change to my CRM sync? Any activity that was synced with your CRM prior to the new data retention policy will remain stored in the CRM and should not be changed. However, some information within Marketo Sales Insight could be affected. See our “Under the Hood” documentation for more details. Marketo Activities Data Retention Policy - Under the Hood How does this impact those in the financial services industry? Due to the very specific data retention requirements for customers in the financial services industry, we highly encourage such customers to implement their own processes to retain and archive data. If needed, you can purchase an Extended Data Retention subscription, which extends data retention to a period of 37 months (please note, the Extended Data Retention subscription does not apply to high-volume activity data which is retained for 90-days). Records can also be exported through REST API Bulk Extract. What if I use the activity data in some of my calculations? Using the raw activity data as a transactional data store is a practice that should be avoided for performance reasons. Instead of this approach, best practices for typical use cases include the following: Purchase History: Historical data such as "Purchases in the last 6 months" are often used as indicators of customer engagement. But querying the amounts from the activities each time will slow your trigger campaign performance. Instead, consider a weekly scheduled batch campaign which calculates the data and stores it as a custom attribute on the Lead. Preference/subscription history: Customer preferences and subscriptions change over time. These are frequently updated via a form, and in some cases, you might want to retain either the modified time stamp or the prior settings. However, using the raw form activities is not advisable. Instead, if you're tracking subscriptions, use either a custom attribute (for one preference) or custom objects (for multiple preferences or subscriptions). You can also use those tools to store the modification time stamp and even the previous value if necessary, though you should consider carefully how far back you really need to retain such information. Relationship marketing: Certain industries, such as Wealth Management or Consulting, have long-term relationship strategies in place. The engagement campaigns might have been set up to depend on the activities to signal that certain events have occurred. For example, an introductory or sign up package might have been sent several years ago. Instead of using the activity, have the date that activity occurred stored as a custom attribute on the Lead. Are there any options to retain my data longer than 25 months? If you need to retain your data longer than 25 months, you have two options: You can purchase the premium Extended Data Retention subscription to retain your activity data for 37 months. Talk to your Customer Success Manager for more information. NOTE: The Extended Data Retention subscription cannot be applied to the high-volume activities. Those activities will still only be retained for 90-days. You can use REST API to bulk export your data and retain it yourself. The REST API documentation containing directions for bulk exporting can be found in our REST API Bulk Extract article. What kind of data can I export using the REST API Bulk Extract? You can use a REST API call to retrieve the list of standard activity types; the call is documented in our REST API Bulk Extract article. Additional information about REST API calls can be found in REST API. Is there a way of opting out of this policy? In order to ensure that our customers continue to receive the best level of performance from the platform, all Marketo customers will be subject to this data retention policy. Where Can I Find More Information? Activities Data Retention Update Webinar In the webinar, you'll get an introduction to the updated Activities Data Retention Policy, affects across Marketo, and options for extending the data retention period and/or exporting activities data. Also includes Q&A from the live session: Marketo Activities Data Retention Policy Update Webinar Overview & FAQ Documentation This doc will give you an overview of what the policy changes and answers to the most commonly asked questions: Data Retention Policy Change - Overview & FAQ Marketo Activities Data Retention Policy The official Marketo Data Retention Policy can be found here: Marketo Activities Data Retention Policy Data Retention Policy - Impact on Reporting See how your Analytics reports will operate after the new policy goes into effect. Marketo Activities Data Retention Policy – Impact on Reporting Under the Hood Documentation This document will give you all of the details of exactly what is happening. If you're looking for in depth technical details, this is the go-to document to check out! Marketo Activities Data Retention Policy - Under the Hood Ways to store activity data beyond the retention policy Here are two docs that give possible work arounds you can try Storing Activity Data Beyond Retention Policy Maintaining a Directory of Leads Bouncing Emails Bulk Extract API Check out the documentation here to find out how to use the Bulk Extract API Contact Marketo Support If you have additional questions, please Contact Marketo Support

To enable Marketo to meet the performance demands of its customers, Marketo has a standardized Data Retention Policy used across the platform. This policy applies to the activities stored in the activity logs of people in your database. Activities and Data Retention There are three components to our data retention policy: a retention period of 14 days for one activity, 90 days for twelve high-volume activities; and a retention period of 25 months for other lead activities. Activity with Retention Period of 14 days Activities Retained for 14 Days Delete Lead Activities with Retention Period of 90 days The high-volume activities listed below will be retained for 90-days. After 90-days, these activities will be permanently deleted. Activities Retained for 90 Days Add to List Change Score Change Data Value Visit Webpage Click Link on Webpage Sync Lead to SFDC Sync Lead to Microsoft Sync Lead Updates to SFDC Update Opportunity Request Campaign Email Delivered* Send Email* * Email Delivered and Send Email activities change from 25 months to 90 days effective August 31st, 2020. More information here. Activities with Retention Period of 25 Months The activities listed below will be retained for 25 months. After 25 months, all such lead activities will be permanently deleted. The only exception is the New Lead activity, which will always be displayed in the activity log. All other activities will be deleted, but the New Lead activity will not, giving you a permanent record of when the lead was created and how. Category Activities Retained for 25 Months Web Click Predictive Content Click RTP Call to Action Fill Out Form Smart Campaign Add to Engagement Program Call Webhook Change Lead Partition Change Engagement Program Cadence Change Engagement Program Stream Change Program Success Change Revenue Stage Change Program Member Data Change Revenue Stage Manually Change Program Status Compute Data Value Enrich with Data.com Execute Campaign Interesting Moment Merge Leads Remove from List Resolve Ruleset Reward Test Group Variant Schedule Test Variants Send Alert Engagement Program Cast Push Lead to Marketo Social Click Shared Link Share Content Vote in Poll Email Click Email Email Bounced Email Bounced Soft Open Email Received Forward to Friend Email Sent Forward to Friend Email Unsubscribe Email CRM - Salesforce Add to Opportunity Add to SFDC Campaign Change Owner Change Status in SFDC Campaign Click Sales Email Convert Lead Delete Lead from SFDC Lead Assigned New SFDC Opportunity Open Sales Email Receive Sales Email Remove from Opportunity Remove from SFDC Campaign Resolve Conflicts SFDC Activity Sales Email Bounced Send Sales Email SFDC Activity Updated SFDC Merge Leads Add to Case Add to SFDC Custom Object Test (Contact) CRM - Microsoft Dynamics Add to Opportunity (Contact) Add to Opportunity (Account) Remove from Opportunity (Contact) Remove from Opportunity (Account) Update Opportunity (Contact) Update Opportunity (Account) Delete Lead from Microsoft Segmentation Add to Segment Change Segment Retaining Data Marketo’s data retention policy gives you a rolling 90-day view of certain high-volume activities and a rolling 25-month view of other lead activity data. To help prevent any actual data loss, Marketo has developed a Bulk Extract API that enables you to export this data directly if desired. Once exported, you will be able to host this information locally and utilize it in any way you deem necessary. Premium Data Retention Option Marketo offers a premium Extended Data Retention subscription option that will allow activity data to be stored for 37 months instead of the standard retention period of 25 months. The high-volume activities, however, will only be retained for 90 days even with the premium option. For more information, contact your Customer Success Manager.

Issue Syncing leads from Marketo to MS Dynamics gives error "Failed: INSERT for person [number] error: Could not Form URI for NavigationLink." Environment Marketo synced to MS Dynamics Solution This error is generated in MS Dynamics and relayed back to Marketo Check the Marketo Error logs in Dynamics for the error "insert[number] " and see if the logs give you any info indicating the cause of the error If you are unable to determine the cause of the error, gather the Marketo Logs and Marketo Error Logs from Dynamics and open a support case for further assistance. You may need to include your Dynamics admin on the case

Overview These instructions will show you how to add a filter to Segments that will prevent a visitor from seeing the same campaign twice. When done this way, each visitor will only see the associated Campaign once and won't see it again. This is a article attached image 1. Locate and select the User Context API filter (in the API category). This is a article attached image 2. Select "Campaigns - Viewed" from the "Select field to add" drop down. This is a article attached image 3. Select "is not" and insert the Campaign ID. This is a article attached image Where to find the Campaign ID The Campaign ID is the identifier used by RTP to specify which Campaign you are referencing. It can be found in the URL for the campaign once you've navigated to it. Look for the number in the end of the URL, just after "reactionId=". This is a article attached image 4. Click the plus sign to add a second field to the filter. Choose "Campaigns - Viewed" as the second field, same as the first. 5. Select OR from the AND/OR field. 6. Select "is empty" for the second Campaigns Viewed filter option. S This is a article attached image Finally please make sure that the campaign is not marked as "Sticky", as this will make it appear every time. You're all set! This segment will now only match visitors who have not seen the campaign yet.

Issue What BCC options are there for email sends? Solution Marketo support can enable BCC on request. If an email address is to be BCC'd on a batch email send, they'll get 1 BCC for every 1 email Marketo sends. (10k email sends = 10k BCC emails). This can be useful for archiving and compliance purposes, but should not be used for simple campaign confirmation. If you just want to make sure the email went out as scheduled, the easiest way is to create yourself as record in the database, and include yourself in the batch send. Only one BCC address is supported at this time, if multiple BCC recipients are required then it is recommended to create an alias which will forward the messages. This setting is applied to the entire instance, and will affect all emails sends from all Campaigns and Programs while enabled. Every email sent while this feature is enabled will result in a corresponding BCC email. CAUTION: Dedicated email address setup for the BCC email traffic must be able to handle high volumes of email. Discuss with your IT Team or email service provider to verify their Email Server can handle the estimated volume of incoming email. If the Email Server is not well equipped this feature can cause your Email Server to backlog, become unavailable temporarily, or reject the BCC emails. If the request is for a single email send, we recommend using the following CC process: Email CC | Adobe Marketo Engage

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Wait Step Duration Options

See Number of People Sent a Piece of Content by a Nurture Stream

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Member Statuses Not Shown on Engagement Program Summary

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Custom DKIM Selector

Syncing with SFDC Big Objects

Managing your Support Cases

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Web Personalization - Marketo Integration Questions

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Marketo Activities Data Retention Policy - Overview & FAQ

Marketo Activities Data Retention Policy

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BCC Options For Emails Sent By Marketo