As referenced, please find all of the necessary links below. They are listed in order as mentioned in the Welcome video. Marketo Support Portal: https://nation.marketo.com/t5/Product-Blogs/How-to-Use-the-Support-Portal/ba-p/297884 Adobe Help Center: https://helpx.adobe.com/support.html Adobe Community: https://community.adobe.com/ Marketo Engage Support: https://nation.marketo.com/t5/Support/ct-p/Support Marketo Community (you're in it!): https://nation.marketo.com/ Magento Help Center: https://support.magento.com/ Adobe Status Page: https://status.adobe.com/
Adobe Digital Learning: https://learning.adobe.com/ Adobe How-Tos: https://experienceleague.adobe.com/#quick-how-tos Adobe Developer Docs: https://www.adobe.io/ Marketo University: https://nation.marketo.com/t5/Marketo-University/ct-p/marketo-university Marketo Product Docs: https://docs.marketo.com/ Marketo Developer Docs: https://developers.marketo.com/
Summary You often need to utilise the wait step in your campaign flow but wonder if '1 day' or '24 hours' reflect on a different time when a record hit the wait step and when they were released from this flow step.
Issue You wondered how the wait step value 'one day' and '24 hours' differentiate if you use any of these values in your wait step 'without' the advanced duration 'must end on'.
Solution There is no difference between 1 day with the 24 hours 'wait' step value. The value '1 day' will wait and release a lead after 24 hours from the moment a lead hit the wait step.
Summary Smart campaign utilizing the 'Fills Out Facebook Lead Ads Form' trigger does not generate any results for people created as a result of filling out a Facebook Lead Ads form.
Issue Smart campaigns utilizing the 'Fills Out Facebook Lead Ads Form' Trigger does not trigger for people created as a result of filling out a Facebook Lead Ads form.
Solution If you have Workspaces and Partitions set up on your instance, it is important to remember that people created in the database as a result of filling out Facebook Lead Ads form, will be automatically created in your Default partition per design.
In a scenario where a trigger campaign is hosted under a workspace that does not have the appropriate visibility to your default partition - the person filling out the Facebook Lead Ad form would not be triggering the campaign.
Make sure your trigger campaign lives under workspace which has visibility over the default person partition. To check the workspace configuration go to Admin > Workspaces & Partitions and make sure your default partition is assigned to the workspace where your trigger campaign lives under.
Root Cause New people which are being created in Marketo as a result of filling out a Facebook Lead Ads Form will be created by default in the Default lead partition.
Environment Customers who have Workspaces and Partitions set up in their instance. Customers who have set up the Facebook Lead Ads integration and have utilized the 'Fills Out Facebook Lead Ads Form' Trigger
Issue The activity log is not recording the Open Email activity for an email send.
Solution Issue Resolution Email opens are linked to an individual asset. If a record is sent the same email more than once, only the first open activity will be recorded. If you are not seeing opens record for a record, search the activity history to confirm whether or not the asset has been opened previously. Also, Text-Only emails lack the tracking pixel used to determine whether an email is opened, so Text-Only emails will never show opens in the activity log. In Email Performance Reports, Opens will be backfilled by the report's internal logic if the customer clicks a link in the Text-Only email. Otherwise, opens will not be recorded.
Issue A smart campaign is configured to clear the field value for a field, however, when the smart campaign ran, it didn't appear to have cleared the field values and the campaign results display no activities.
Solution Check to see if people qualified for the smart campaign and became campaign members by clicking on the 'View Campaign Members' button. If there were people that are in the campaign members list, then it means people qualified and the flow step did not process. If people did qualify, then check [Admin > Field Management] to see if there is a block field updates enabled on "Flow change data value" - In this case, temporarily disable the block field updates on "Flow change data value" for the field, run the campaign so that it can clear the values on the field and then re-enable the block field updates.
Root Cause The smart campaign did not return any activities in the results if the flow step was only configured to change the data value of a field that has block field updates enabled for "Flow change data value"
Environment Smart Campaign Change Data Value Clear Field Values Field Management Block Field Updates
Issue A/B test in Email Program status is still showing “Running test…” and not all email variants were sent as expected.
Solution To ensure the sample size qualified at least a minimum of the total variants of the A/B test. For example, if you have a total of 6 records, a sample size of 34% will suffice for 2 records (1 for variant A and 1 for variant B).
Root Cause This can occur if the sample size selected is too small. For example, if you have a total of 6 records, a sample size of 1% will not suffice for 1 record.
Environment A/B Test Email Program Sample Size Running Test
Issue Does applying a permission set to the Marketo Sync User in Salesforce suffice for limiting the number of fields to sync from Salesforce to Marketo? or will the profile need to be updated directly?
Solution In order to limit the visibility of fields for the Marketo Sync User in Salesforce, the profile will need to be directly edited (example: Add an Existing Salesforce Field to the Marketo Sync - Marketo Docs - Product Documentation)
Root Cause Since the profile has access to a field, the Marketo Sync User will still have access to the field even though a permission set applied to the profile does not have access to the same field.
Environment Salesforce Sync Marketo Sync User Permission Set SFDC
Issue An email link performance report is configured to find people who have clicked in a link in these emails that does not contain 'unsubscribe', however, it still shows links within the email that contains 'unsubscribe'.
Solution To exclude certain links from reporting, export the results and remove the links in excel.
Root Cause This would be expected as the smart list does not exclude unsubscribe links or specific links from displaying in the report, the unsubscribe links will still appear if any of the people clicked on other links in the emails.
An email is sent to two leads named Bob and Mary Bob clicks on the unsubscribe link Mary clicks on the unsubscribe link and another link The email link performance report is configured to report on the email and filter people who have clicked on a link in the email that does not contain 'unsubscribe' The email link performance report will show all the links that Mary clicked on as Mary qualified for the smart list. The links that will be displayed include the unsubscribe link as well as the other link.
An email is sent to two leads named Bob and Mary Bob clicks on the unsubscribe link Mary clicks on another link The email link performance report is configured to report on the email and filter people who have clicked on a link in the email that does not contain 'unsubscribe' The email link performance report will show the link that Mary clicked on as Mary qualified for the smart list. There will be no unsubscribe link displayed in the report as Mary did not click on the unsubscribe link.
Environment Email Link Performance Report Analytics Smart List
Issue How to change the displayed name for your Marketo instance.
Solution Admin users for the Marketo instance can navigate to Admin > My Account > Edit Subscription Information and give the instance a friendly name of their choice. Once that is done, the name on the top left corner will change to what was input in Edit Subscription Information.
Summary duplicate records with the same email across lead partitions can be affected by uploaded custom object activity
Issue System not separating lead partitions for custom object imports Uploading custom object activity affects duplicate records across partitions Custom Object activity import writing to the most recently updated record regardless of partition
Solution Use the following workaround:
Run an update on the records that should be affected by the custom object activities import. This will make sure they are the most recently updated records among the duplicates
Root Cause Normally when you do a list import, it would import into the one partition, whatever partition the list is located in and only impact the record in that one instance. But when you import a Custom Object, it's able the see ALL the records across ALL the partitions. If there are duplicate records, it just looks to see which one was updated most recently and grabs that one for the list import. So if you have lead record in A with Add to Custom Object already completed and you re-import again but the lead record in B has been updated more recently and has NOT had the custom object added to it, you get the duplicate "Add to Custom Object" activity.
Environment Multiple lead partitions with duplicate records across them Custom Object activity import
By default – when sending an email via Sales Insight, the “From Email Address” that will be used to send the email will be the user’s email address on their User Profile. As it turns out, there is actually a way to use an alternative email address for Sales Insight!
DISCLAIMER: This doesn’t mean that users can select an email address to be used upon send (best to create an idea in the community!). However, it does allow emails to be sent out with a different From Address if users don’t want to use their default email address.
Go to Marketo > Admin > Sales Insight. If you scroll down to the bottom of the module, you will find a Settings section with an ‘Email From Field’ field. By default, the initial and only value will be Salesforce/MSD User Email Address (depending on the native CRM integration used by the customer).
In order to select an alternative email, a custom Email Address field should be placed on the User object in the CRM.
To do this in SFDC:
1) Go to SFDC > Setup > Build > Customize > Users > Fields 2) Create a custom field of type Email – refer to the SFDC docs if necessary. (https://help.salesforce.com/HTViewHelpDoc?id=adding_fields.htm) Have the new field be visible to the Marketo Sync user.
In the below example, the custom field is labelled Alternative Email:
1) Wait a sync cycle (or two) for the field to sync over to Marketo 2) Go to Admin > Sales Insight > Edit Settings and the custom field is now available
Changing this will affect following email sends from Sales Insight.
Remember, this is not a method to select email addresses on send – this will affect all sends from all users after the From Address Field is updated.
Questions? Ask Support!
Securing your Marketo Landing Pages
By default, Marketo serves domains as HTTP, and historically we’ve given our customers the choice of whether or not to secure their Marketo domains (HTTPS); however, in 2018, browsers enforced new security measures to better protect their users - one of which was to flag all non-secure (HTTP) web pages with a visible "Not Secure" warning (the unlocked pad lock icon in the address bar). This effectively shifted the choice of using secured (HTTPS) domains from a best practice to a requirement. Marketo's Secured Domains solution secures any and all domains defined in your instance so they will be served via HTTPS. For a full explanation of the benefits Secured Domains provides, in contrast with a basic SSL certificate, please see this Nation Post.
NOTE: As of late 2019, Marketo changed it's pricing/packaging to now automatically include a base Secured Domains package with ALL subscriptions. This base offering secures the first landing page domain and first tracking link domain to provide all of our customers with the basic necessities of digital marketing. Should you use more than these two domains, they may be purchased a la carte, so customers only pay for what they need. Contact your Marketo Customer Success Manager to purchase additional Secured Domains or discuss further.
Identifying Landing Page Domains in Your Instance
Please note the below only covers securing your Landing Page domains. For steps on how to secure your Tracking Link domains, please visit this Nation Post.
If you’re a new Marketo customer with a new subscription, one of the steps in setting up your instance is to set your CNAMES, landing pages domain name, and any domain aliases. For more information see, Customizing Your Landing Pages URL with a CNAME and Adding Additional Landing Page CNAMEs. Once this is done, you’ll be ready to count the unique domains (as described below) and initiate the Secured Domains provisioning process through Support.
Have you had your Marketo subscription for a while and want to know how many landing page domains you have configured in your instance? If you’re a Marketo Admin, you can see your landing pages domain name and domain aliases by navigating to:
Admin console > Integration > Landing Pages
On the Landing Pages tab, you’ll see your landing pages Domain Name. In the example www.info.mycompany.com, the first part of the URL (info.) is your CNAME and the second part (mycompany.com) is the top-level domain (TLD). Marketo charges per unique top-level domain - i.e. only the orange part.
Next, you’ll also need to check the Rules tab and look for Domain Aliases.
It’s important to note that when it comes to securing your Marketo landing pages, the Secured Domains for Landing Pages process will secure all of the domains in your instance. It’s an all-or-nothing action, meaning you cannot chose which domains to secure for HTTPS and which to leave HTTP. And don’t worry – we’ll count these up for you so we can scope your subscription correctly.
The Secured Domains Provisioning Process
The process to secure your landing page domains includes steps that must be completed on Marketo’s side as well as steps that you’ll need to complete in your instance prior to us enabling HTTPS.
First, you'll need to configure your domains, choose a CNAME, and point it to your unique Marketo domain (i.e. prefix.mktoweb.com). These first-time-setup instructions can be found here.
Then, you'll need to contact Marketo Support to complete the process.
NOTE: Domains are NOT automatically secured once they're configured in your instance - you MUST contact Support for any domain changes!
On our side, we’ll first provision your prefix.mktoweb.com domain on Cloudflare servers, then complete the secure handshake validation between DigiCert and Cloudflare to provision the necessary SSL certificates to serve your landing pages over HTTPS.
On your side, to ready your instance for the conversion to HTTPS, you’ll need to review, update and re-approve your landing pages:
If you use Marketo Forms 1.0 on a non-Marketo webpage, you will need to update the post URL to HTTPS (Forms 2.0 does not need to be updated).
If you do a server-side post to a Marketo Form and use your CNAME as the Post URL, you also need to change that to HTTPS. Please note that server-side form posts are not supported and you should make a Marketo form submission in the background instead.
If you include a Marketo landing page on a secure website using an iframe, you will need update the HTML to load the secure version of the landing page, otherwise the end user will get a security warning.
If you use a Marketo Form on a non-Marketo page, you will need to update the follow-up URL to HTTPS if you’ve explicitly referenced a HTTP page.
Once you’ve completed the steps above, it’s time to coordinate the cut-over to HTTPS with Marketo. You’ll need let Marketo Support know that you’re ready to initiate the cut-over process.
NOTE: To help ensure a smooth transition, please confirm with your IT team that they have NOT placed a CAA against DigiCert on your top-level domain (this grants permission to only specific vendors to issue SSL certificates to your domain). We’ll work with you to plan a time when you have few or no upcoming batch campaigns running, and also a time when your team is available, if needed, to make a few updates in your Marketo instance.
RECOMMENDATION: After the cut-over, you may notice that images are not displayed in the Marketo email editor or preview mode. Rest assured your emails will send correctly and the images will render for recipients. To see the images in Marketo, you must adjust the image URLs from HTTP to HTTPS in the editor. Again, whether you take this step or not, the images will render properly for your email recipients.
That’s it! Once our team enables Secured Landing Pages for your instance, your landing pages will be served via HTTPS. Of course, it’s a good idea to do some validation of your pages after the cut-over to be sure your pages are loading correctly, images are loading, and that you didn’t miss any hard-coded HTTP links. Moving your pages to HTTPS, you can rest assured that you’re providing critical security and data integrity for both your pages and your visitors’ personal information. Good job, you!
OTHER HELPFUL FAQs
Do I need to provide a TLS/SSL Certificate?
No, in fact, to avoid the unnecessary hassle, risk and fire drills caused by expired certificates, Marketo now only accepts customer-provided certificates on an exception-only basis. The certificates included with Secured Domains auto-renew annually without any human interaction on either side.
What Certificate Authority (CA) issues the certificates for the Marketo’s Secured Domains?
The certificates are authored by DigiCert.
What type of certificate is provided?
We produce a pack of two certificates; The primary certificate uses a P-256 key, is SHA-2/ECDSA signed, and will be presented to browsers that support elliptic curve cryptography (ECC). The secondary or fallback certificate uses an RSA 2048-bit key, is SHA-2/RSA signed, and will be presented to browsers that do not support ECC.
Will my domains be on a shared SSL certificate with other companies?
Absolutely NOT! That's like sharing the same car lock with other people - avoid dealing with vendors who offer this service. Each of your domains will get its own certificate, meaning you will not be on a shared certificate with other companies.
Will all the subdomains be covered?
Marketo defines a subdomain interchangeably with CNAME for billing purposes. As an example, with your company.com domains, the subdomains go.company.com, info.company.com, help.company.com etc. would could as 3 unique subdomains. Please keep in mind that company.com, company.com.uk, company.com.ca are separate top-level domains.
Can I choose which domains/subdomains to secure?
Securing your domains is all-or-nothing, meaning the process automatically secures all domains/subdomains you've set up in your instance. If you do not use or need old domains lingering in your instance, be sure to delete them so you're not charged.
If I have a CAA record, can it affect my certificate issuance?
Yes, CAA records MUST be configured to allow DigiCert issuance, or else we will be restricted from issuing one. Please check with your IT team to ensure this is not a blocker. Further information: https://www.digicert.com/dns-caa-rr-check.htm
Can I provide my own SSL certificate to secure my domains?
Not unless they are the Extended Validation (EV) certificate type. If not, but your IT team has instructed you they must manage them, please reach out to your CSM with the business use case and any details to request an exception. Please note this only causes additional risk, hassle, time, and effort on all parties.
We require an Extended Validation (EV) certificate. Can the Secured Domains for Landing Pages product accommodate this?
Since the certificate provided with Secured Domains is not an Extended Validation (EV) type, Marketo absolutely allows customers who require this (typically healthcare, finance, government) to procure the EV certificate/private key and provide this to Marketo Support; however, please note you will then be 100% liable for managing/renewing/sending Marketo the new certificate with ample time to install it to avoid expiration. Expired certificates will not be categorized as a P1.
What Marketo configuration is required to complete the Secured Domains setup?
One or more CNAMEs for the Marketo Landing Pages must be configured in the Admin section of the application as described here: Setup Steps - Marketo Docs - Product Docs
How many domains can I secure?
Technically, as many as you like. However, please note there is an additional cost associated with secured multiple domains beyond the first two covered by the base offering.
If I am using Domain Aliases in my Marketo subscription, do I have to secure each of these?
Securing your Marketo landing pages requires you to secure all domains used in your instance including your Domain Aliases.
How do I see the Landing Page domains in my instance?
Marketo Admins can see your landing pages domain name and all domain aliases by clicking on Landing Pages in the Integration section of the Admin console. On the Landing Pages tab, you will see your full Landing Page Domain Name. On the Rules tab, you will find all Domain Aliases set up for your instance. For the Secured Domains for Landing Pages you will need to count the number of domains used in your instance. When counting domains, please provide the number of unique top-level domains – only the orange part here: www.info.mycompany.com
Are Domain Aliases for different countries counted separately?
When counting domains, you might have the same CNAME but unique top-level domains: info.mydomain.com, info.mydomain.au, info.mydomain.de. Even though the CNAME is the same, the top-level domains (mydomain.com, mydomain.au and mydomain.de) are unique and thus counted as such (3 total domains). Vice-versa, unique CNAMEs (info., go., pages.) with the same top-level domain (mycompany.com) are considered subdomains of a single top-level domain.
Will URLs to the existing non-secure (HTTP) Marketo Landing Pages continue to work?
Your existing HTTP URLs will continue to work and will automatically be redirected to the secure (HTTPS) pages. There are only few situations where you may have to manually update the URL, specifically when you include a Marketo landing page on a secure website using an iframe. In this case, you will need to load the secure version of the landing page, otherwise the end user will get a security warning.
Does securing my Marketo landing pages also secure my corporate website?
No. Marketo Secured Domains only affects the landing pages served by Marketo, because the underlying domain is technically a Marketo domain (i.e. your CNAME 'points' to prefix.mktoweb.com). It does not affect any pages on your corporate (non-Marketo) website.
If I don’t use Marketo Landing Pages, do I need Secured Domains for Landing Pages?
Most likely, as there are many aspects of Marketo that rely on your domains being secured, such as assets and images. Further, if you are embedding Marketo Forms on secured non-Marketo webpages, the default form code snippet that Marketo provides uses //app-aba.marketo.com which is a Marketo domain that can be served securely on a HTTPs parent page (the // indicates the request will use whatever protocol the parent uses). With this, your Marketo form will take on the security level of the page it’s embedded on regardless of whether you’re using our Secured Domains for Landing Pages product. However, if you prefer not to have any reference to “marketo” on your corporate website, you may choose to change this code snippet from //app-aba.marketo.com to //<MY_LP_CNAME> to serve the form. In this case, you would need the Secured Domains for Landing Pages product since the LP CNAME will need a security certificate associated with it to serve securely.
Can I add additional Domains to my instance and secure these too?
Once you’ve secured your landing page domains with the Secured Domains for Landing Pages process, you will need to contact Marketo when adding additional domains/domain aliases. Please contact your Marketo Customer Success Manager. There is an additional a la carte charge depending on the number of domains you are adding.
If I previously secured my Marketo Landing Pages with the SSL for Landing Pages Service, do I need to switch to Secured Domains for Landing Pages?
We have discontinued the SSL for Landing Pages service and process, so you will need to switch. Your Customer Success Manager will work with you to understand the switch to Secured Domains at either your next SSL certificate renewal or subscription renewal, whichever comes first. NOTE: to avoid the unnecessary cost of renewing your 3rd party certificate, please inform your IT team of this change, and reach out to us at least a week in advance of your certificate's expiration. Not sure when it expires? Just plug in your full domain (CNAME.domain.com) on SSL Shopper.
Do I need to secure my tracking links as well?
If your company enforces HSTS (a web directive that denies any redirects from HTTP links), you WILL need to also secure your Tracking Links for your recipients' email->landing page functions correctly. For more information on HSTS and Marketo subdomains, please see the following documentation SSL: The HSTS Policy and Your Marketo Subdomains
If not, Marketo still recommends using secured links as a best practice, as it can help with deliverability and avoid spam traps; plus, it looks far more professional to have secured links, and can foster brand confidence when your recipients know their email->web page redirect is fully secure.
For additional questions on anything technical, just ask the Marketo Support team!
If it's a pricing or commercial question, please reach out to your Customer Success Manager.
Welcome to Marketo Support
This guide provides individual links that covers the following topics:
Marketo Support Policies
Service Level Agreement
How to Contact Marketo Support
How to Submit a Case
Tips on Effective Case Submission
Managing Authorized Support Contacts (Support Admins)
Managing Your Cases
How to Escalate
Issue Champion Challenger A/B Test dashboard does not display any data
Solution Check that the email was sent from a trigger campaign or an engagement program as "Champion/Challenger emails only work with trigger campaigns and engagement program streams." https://docs.marketo.com/pages/releaseview.action?pageId=2359553 Check that the email sent from the engagement program was added to a stream directly and was not nested within a program that is the asset added in the stream. Reference: https://nation.marketo.com/t5/Knowledgebase/Champion-Challenger-Test-in-Engagement-Programs/ta-p/249176 Check that the email was approved when the email was sent Check that the email has been sent Check the time the Champion Challenger test was created and the time the email was sent
Root Cause The email has not been sent since the A/B test was created or the email was sent before the Champion Challenger test was created.
Environment Champion Challenger Engagement Program A/B Test Email Dashboard
Issue Leads recently imported cannot be found
Solution Check if the example leads exist in the partition the workspace has access to. It is possible that the leads cannot be found because the workspace being checked does not have access to the partition the leads exist in. Check if any of the example leads have been deleted:
by using the Campaign Inspector to review all of the smart campaigns that contain a Delete Lead flow action. Then check the run history of each smart campaign to see which recently ran and how many people qualified. If there is a significant amount of smart campaigns that contain a delete lead flow action, contact Marketo Support for additional assistance. by checking the delete lead activities via API
Check if the example leads' information was changed. For example, if a lead was imported with email address "firstname.lastname@example.org" then create a smart list using "Data Value Changed" filter where "previous value" was "email@example.com"
Root Cause Leads could exist in a partition that has not been searched, the details could have changed, or the leads could have been deleted.
Environment Lead Database List Import Workspaces and Partitions Smart Campaign Campaign Inspector
Issue Interesting moments not appearing for a user in Dynamics. The interesting moments section on a Contact displays: “No Interesting Moments for [Contact Name]”
Solution Checked that the user is a contact record synced with a Marketo record that has interesting moments Created a new record with interesting moments and synced to Dynamics, but the user still cannot see the interesting moments Sync is validated No errors found for example records MSI Sync status is ‘Configured’ in [Admin > Sales Insight] Checked on a system admin users access and were able to see the interesting moments for the example records Found that the Marketo Sales Insight security role was not assigned to the affected user, but after assigning the role, clearing browser cookies and cache, logging out and logging back in, the Interesting Moments for the example records was still not appearing Perform the following update:
Go to > Settings > In Marketo API configuration > Form Editor > API secret Key > Details tab > Edit > Disable the field level security
Root Cause Marketo Sales Insight role was not assigned to the user and Marketo API Configuration had field-level security enabled
Environment Microsoft Dynamics CRM Marketo Sales Insight Interesting Moments
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:
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:
From the My Cases navigation y ou can access the following case views: 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.
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.
Summary Estimating the external storage requirements for your Marketo Engage Database
Issue I want to extract all of my data from Marketo Engage and store it. How much storage space will I need?
There is no repeatable method to accurately estimate the amount of storage you will need to extract and store your Marketo Engage database. Standing in the way of good estimation is data availability, field selection, and storage method. Any accurate estimate will take into account the potential sizes of each type of data and their quantities (known to data scientists as "facts and dimensions"). Determining ranges for these values takes a lot of preparation and may require a high level of skill. IMPORTANT NOTE: Estimating Database size is hard so any estimate used to make business decisions should be made in cooperation with a database or application architect or other qualified professional.
Some information won't be extracted. Information about anonymous leads, for example, cannot be extracted. Some of the data that can be extracted may not be needed at all. Selecting the right data for your needs is the best practice as it reduces the required storage and leads to a more efficient extraction process.
How the fields are defined in the target system will affect how big the stored data is. Depending on your storage format, padding may play a role in the size of your extracted database. As an example, the "Country" field in Marketo is a string of up to 255 characters. You could chose to store 255 characters for every country value. Or you may choose a format that uses a variable amount of space. You might also know that the longest country name is "the United Kingdom of Great Britain and Northern Ireland" meaning that 199 of those characters will always be extra so you truncate the value from Marketo storing the first 56 characters only. Each choice will have an impact on the size of your extracted database. Estimating 199 unnecessary characters per lead and making similar decisions for other fields will add up to increased storage requirements and slower extraction time.
Once the desired data is identified, the next step is to extract, transform and load (ETL) the data from Marketo Engage into your storage system. The data returned by Marketo's API is plain old text which is usually formatted as JSON or CSV. For the information to be useful, you will transform it from JSON into the format necessary for your storage system. That format could be an Excel spreadsheet, Microsoft SQL database or a schema-agnostic database like Azure Cosmos DB. How the data is formatted and encoded will make a big difference in the amount of storage needed. Take this simple example: a Microsoft Excel spreadsheet with "Marketo Engage" in cell A1. I saved that same file in four different formats which resulted in files ranging from 1 KB to 25 KB. The format you store you information in may have a bigger impact on your final storage requirement than the data itself.
To help illustrate the impact of the storage system, take a look at this guide for Microsoft SQL Database size estimation: https://docs.microsoft.com/en-us/sql/relational-databases/databases/estimate-the-size-of-a-database
Once you've extracted your data, what are you going to do with it? Archiving your data (simply storing it) is easiest and comes with the fewest contraints. A compressed archive (Zip file) will save dramatically on storage space at the cost of functionality and ease of use. Functionalizing your data (using it in an application) requires more: at least better speed and searchability: typically a relational database. An application will often require additional data and that will need to be accounted for too.
Facts and Dimensions: Do the Math
It's a lot of work to get to this stage. Once you've determined how your extracted data will be stored, you can set upper and lower bounds on the sizes for each object type extracted (lead, email, activity, etc). These are your facts. Then multiply those values by the number of each type of record. These are your dimensions. Add to that the overhead of your target storage system and its functional requirements to generate your final estimates.
Environment Marketo Engage and External Systems
Issue Validating the Dynamics CRM integration with Marketo result in the "Sync user is assigned to the Marketo solution" error. Error: Sync user is assigned to the Marketo solution (0x80040220) Principal user (Id=4efd6952-d750-eb11-a812-000d3ac9c58d, type=8, roleCount=3, privilegeCount=564, accessMode=1(Setup/Stub user with filtered privileges from associated roles. Consider changing user AccessMode to Full (without privilege filtering))), is missing prvReadmkt_marketoconfig privilege (Id=52aaa983-724e-460d-93e0-e9ea89bf885e) on OTC=10579 for entity 'mkt_marketoconfig'. context.Caller=4efd6952-d750-eb11-a812-000d3ac9c58d [HTTP/1.1 403 Forbidden]
Solution Ensure that the Marketo Sync User was given the correct permission in Dynamics. Navigate to Setting > Security > Users > click on "Marketo Sync User" > scroll down to Administration > Access Mode = Read-Write Note: "Marketo Sync User" may have been given a different name in your respective Dynamics CRM.
Root Cause The error indicate that the Marketo Sync User was not given the full permission required for the sync between Dynamics and Marketo to function.
Environment Dynamics Integration Validating Sync Setup
Overview: GoToWebinar will be conducting scheduled maintenance on Saturday, February 20 from 06:00 AM UTC - 10:00 AM UTC and Sunday, February 21 from 02:00 AM UTC - 06:00 AM UTC. During the maintenance window, users will not be able to start or join GoToMeeting, GoToWebinar, or GoToTraining sessions.
Affected Marketo Engage Services: During the impacted timeframe, customer-facing webinars and APIs will be unavailable for Marketo Engage customers. Since APIs will be unavailable, Marketo Engage will not be able to sync, refresh, or transition records to “Registered” in GoToWebinar.
To identify and resolve these errors, you can create a smart list that filters on any program with a New Status of “Registration Error” for the necessary channels as shown below.
You can then navigate to the People tab, view the record details to see the Status Change event which failed for the record, and create a smart campaign to update the Program Status to “Registered”.
If you have additional questions or experience any issues, please contact Marketo Engage support at https://support.marketo.com, or through any of the methods listed here.
Summary Sales Insight Email Performance Report grouped by Sales Rep exports file sorted by template rather then by sales rep.
Issue Sales Insight Email Performance Report grouped by Sales Rep exports file sorted by template rather then by sales rep. Subscription email displays report grouped by email template as wel Report within the Marketo UI will show as expected
The current workaround exists for the CSV exported.
1. Export the report to a CSV 2. Format Columns A (Sales Rep) and B (Email Name) to sort A to Z in order to get a view by sales rep.
Root Cause This issue is scheduled to be addressed and resolved in the 2021 Q2 release
Environment Sales Insight for Salesforce This issue occurs within the subscription email that gets sent out of the report This issue occurs when exporting the report to a CSV file