Knowledgebase

Sort by:
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 Revenue Stage Manually Change Program Status Compute Data Value Enrich with Data.com 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.  
View full article
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 Status Compute Data Value Enrich with Data.com 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
View full article
In offering a premium email delivery platform to our customers we carefully monitor our IPs for listings on significant blocklists . When we find that one of our customers was responsible for a blacklisting we contact that customer and request some actions be taken to re-mediate the issue. The goal is to isolate potential spamtrap addresses and remove them. The group of addresses you select should be broad enough to capture those potentially bad addresses but small enough not to suppress a huge portion of your database. Step 1 Build an inactive Smart List using ALL filters W as sent email the day of and day before the spam trap hit (please contact support@marketo.com for the date of the trap hit if you do not have this information already.) Lead “was created” date is at least 6 months ago   Inactivity Filters   Not visited web page is “any”; constraint date of activity “in past 3 months” Not filled out form is “any”, constraint date of activity “in past 6 months” Not clicked link in email is “any”, constraint date of activity “in past 6 months” Not opened email is “any”, constraint date of activity “in past 6 months” If you have custom database fields that would show other forms of activity feel free to add this into your inactive Smart List to exclude active leads.   Step 2 Once you have created a smart list to identify these suspect leads remove them from your database. [Leads Tab > Lead Actions > Flow Actions] You’re Done!      
View full article
‌   Marketo offers a number of ways to contact Marketo Support directly for assistance in our different support regions.   Support Portal (https://support.marketo.com)   The Marketo Support Portal features a web form submission to submit support cases to Marketo Support.  The form gives authorized support contacts the ability to provide details on the support issue that allows Marketo Support to efficiently and effectively assign your case to the best suited available support engineer.     Email to Case Submission   Authorized Support Contacts can email their support cases to: support@marketo.com   Reminder: Cases submitted by email are all submitted with a P3 Priority   Regional Phone Contact Information   For customers with Business, Premier, or Elite Support Levels, we offer phone support coverage.  Authorized Support contacts can contact Marketo Support by calling one of the regional phone numbers listed below.  Our phone system will validate your inbound phone number and route you to one of our available Technical Support Engineers         Americas: Hours: M-F, 6am to 6pm PT Toll Free US: +1 877 270 6586     Languages Supported: English, Spanish Observed Holidays: New Year's Day Independence Day Thanksgiving Day and the Day After Christmas Day Europe, Middle East, & Africa: Hours: M-F, 8am to 5pm GMT Europe: +353 (0)1 242 3030 UK: 0800 151 3030   Languages Supported: English, French, German, Portuguese Observed Holiday: New Year's Day Easter Monday Christmas Day St. Stephen's Day APAC Hours: M-F, 9am to 6pm AET AUS: +61 2 8031 8188   Languages Supported: English Observed Holiday: New Year's Day ANZAC Day Christmas Day Good Friday Easter Monday Boxing Day Japan: Hours: M-F, 9am to 6pm JST JP: +81 3 6478 6080   Languages Supported: Japanese, English Observed Holiday: New Year's Holiday Marine Day Coming of Age Day Respect for Senior Citizens Day National Founding Day National Holiday Spring Equinox Day Autumnal Equinox Day Day of Showa Sports Day Constitution Memorial Day Culture Day Green Day Labor Thanksgiving Day Children's Day Emperor's Birthday Substitute Public Holiday Year End   Online Chat (https://support.marketo.com)   Marketo Support also offers online chat with our support engineers from our Support Community.  Authorized support contacts who are logged into our Marketing Nation Community can take advantage of chatting with our support engineers online.     To Access Chat Support:   Click the Support Button      Look for the chat Button and click to chat.  
View full article
Just joined the Marketo family? Want to learn more about how to use Marketo? Drop by one of our Office Hours!   Group Office Hours are one-hour sessions for you to virtually connect with a marketing automation expert when you need personalized guidance and insightful advice. Office Hours are available weekdays at different hours to meet our customers' needs around the globe.   Please note these open sessions are open to Launch Pack customers only. If you have not signed up for the service and would like to, please send an email to services@marketo.com.   Prerequisites: You must be within 90 days of your Marketo subscription start date or have signed up for the service You must have taken the Marketo Core Concepts class What to expect: Marketo Expert facilitating the open group session Types of questions: How to/Best Practices/Strategy/On-boarding   Upcoming Sessions:   EMEA EMEA Office Hours: Monday, 2 PM GMT
View full article
  *Please Note* these group sessions are discontinued as of Thursday, July 1, 2021.    Offered exclusively to new Marketo Engage launch pack customers, this series of interactive group discussions offer an open forum to learn best practices from a Marketo expert and your peers.    Marketo Group Consulting Webinars are one-hour virtual meetings connecting you with a Marketo expert to expand and improve your knowledge and skills related to marketing strategy and Marketo tactical execution. Each session will include knowledge sharing from Marketo followed by an open Q&A.    
View full article
Issue Clicking "Automatically copy over from HTML" or "Copy from HTML" in the Email Editor fails to copy the contents over to the Text Only version of the email. Solution This can occur if there are no editable sections in the email asset. Only in editable sections of an email will be copied over to the Text version of an email. Here is additional documentation: https://experienceleague.adobe.com/docs/marketo/using/product-docs/email-marketing/general/creating-an-email/edit-the-text-version-of-an-email.html?lang=en A quick workaround would be to manually copy and paste the content you wish in the Text Version, and in the future build/use templates to make emails with editable sections.    
View full article
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.
View full article
  NOTE: In order to manage authorized support contacts you must be set up as a SUPPORT ADMINISTRATOR on your support entitlement with Marketo.   IMPORTANT BEFORE YOU FOLLOW THE STEPS BELOW: Our system is particular about how each User needs to access the Support Portal. Simply going straight to the nation.marketo.com will not have the desired result. Each User must access the Support Portal from your instance and set up their profile first. This can be done by logging into your Marketo instance and either clicking on the Community button in the upper right-hand corner of your instance. The user will be brought to a page where they will need to pick their Username and fill in their First & Last name and then save.  Users will not show up in the list of available users to be added as Authorized Support contacts until these steps are completed. Below is an example image of the community link each user must click:       This will bring you to the Community page (https://nation.marketo.com/), where they can complete their profile set up. This community button is also how you will reach the Support Portal to create cases if you are an Authorized Support Contact   From the Support page Support Admins will proceed to follow these steps to manage Authorized Contacts:   1. Log into the Marketo Community and click Support.     2. Click Manage Authorized Contacts to approve or disapprove authorized contacts. (Reminder: This button will not appear unless  you are the Support Admin for your Support Entitlement)     3. The top of the Manage Authorized Contacts page provides information about contact totals.  If the Allow Marketo Support to Add Authorized Contacts is checked, it means that the customer has granted permission to Marketo Support to add authorized contacts.     4. To authorize a contact, check the Is Authorized checkbox next to the contact's name.  In order to appear on the list of available contacts, the user must have clicked Community (while logged into Marketo) at least  once and created a profile.     5. To un-authorize a contact, click the Authorized checkbox next to a contact name to clear the checkmark. Click OK in the popup.      If a contact on the list is no longer an employee at your company or that person does not need to manage cases, you can remove a contact from the listing entirely, by deselecting the Authorized box, and selecting the No Longer checkbox. Click OK in the popup.         Great! You can now manage Authorized Contacts for your account.  
View full article
Issue Description Unable to find the approved email in the dropdown in one program when the email is the child of a different Email Program. Issue Resolution You will not be able to find the approved email in the dropdown if the email is being used in an A/B test. When adding an A/B test, the selected email will no longer be available for use in any other program. In order to send this email out separately, you will need to clone it and then you will be able to use the clone in a smart campaign in order to send it out.
View full article
This is working as expected. The Parent Company Name field gets its value set from a different process and not via the SFDC Synch. SFDC and Marketo Engage both have a Parent Account ID field in the Account Object (Company Object in Marketo). If there is a parent account ID in that field, then the value of that field is automatically populated via a reference to the other Account Record. Since Company in Marketo is mapped to Name (SFDC Account) whenever that value is updated it will be reflected in Marketo. Example: Account ID 1 has a Parent Account ID of 2. They both have records in the same Account table. If the Name is changed of the Parent Account it is automatically reflected in any child accounts as the Parent Account Name is just a reference.
View full article
Update May 2021: Due to the release of CNAME Cloaking Defense with IOS and Safari 14 Munchkin cookies will be capped to a 7 day lifespan in Safari .   What’s changing? On February 21, 2019, Webkit announced the new release of Safari’s Intelligent Tracking Prevention (ITP), known as ITP 2.1 and ITP 2.2 shortly thereafter. With ITP 2.x, all persistent client-side cookies, i.e., non-session cookies created via JavaScript through document.cookie, are capped to a seven-day or one-day expiry.  Mozilla Firefox and Google Chrome have also announced their intent to conform to these new policies, though no details or dates have been released.   How does this impact Marketo? As a result of these changes to cookie policy, 7 days after their initial tracked visit to your domain, the Munchkin cookies of visitors using Safari (or future affected browser versions) created with the existing versions of Munchkin JavaScript will expire, and on subsequent visits they will be tracked as a new visitor.   How does Munchkin operate? On a person’s first visit to a page on your domain, a new anonymous person record is created in Marketo. The primary key for this record is the Munchkin cookie (_mkto_trk) which is created in the user’s browser.  All subsequent web activity on that browser is recorded against this anonymous record.  In order to be associated with a known record in Marketo, one of the following methods should be used: The person may visit a Munchkin-tracked page with a mkt_tok parameter in the query string from a tracked Marketo email link. The person may fill out a Marketo Form. REST Associate Lead call must be sent.   Once one of these actions is completed, the cookie and all its associated web activity will be associated with the known record.   How is Marketo planning to address ITP concerns? Marketo will implement a new web service to allow Munchkin cookies to be set with a Set-Cookie header via HTTP response, so that they may bypass the 7-day expiry cap imposed when setting cookies via JavaScript.   Do I need to do anything to take advantage of these updates? In order to leverage the new behavior and take advantage of the greater expiry period and tracking capabilities, ensure that you have configured the following: A Landing Page CNAME Secured Landing Pages (i.e. HTTPS) For external pages, you must have configured a Landing Page Domain or Domain Alias with a Top-Level Domain (TLD) matching the external domains which you wish to track For example, if you have pages on the domain www.example.com which are tracked, you must have configured an LP Domain or Alias which is a subdomain of example.com, like munchkin.example.com   What happens if I do nothing? Munchkin’s ability to track users across sessions on the same domain will remain limited by ITP to either 1 or 7 days based on the browser and browser version used by the visitor. As of this posting, this only affects visitors using the Safari browser, although Chrome & Firefox may follow suit with their own versions.   When will the solution be launched? These changes will begin as a staggered roll-out to customers who have opted into the Munchkin Beta channel in conjunction with the January 2020 Marketo release. Once the solution has been released to all beta customers, the roll-out to our entire customer base will begin in mid-to-late February. All customers should expect to have the solution by end of March 2020.   Google Chrome Update (Feb. 2020): Google recently announced that the Chrome browser will block all third-party cookies within two years; however, s ince Marketo uses 1st party cookies, this update regarding 3rd party cookies will NOT affect your Marketo tracking efforts. For further context about 3rd party cookies in general, and the industry shift away from using them, please see the following article for Adobe's stance across the Experience Cloud Solutions: https://medium.com/adobetech/an-adobe-perspective-google-chromes-announcement-on-the-future-limits-of-3rd-party-cookies-bbb7bb257fdb
View full article
Phone Support: US 8772706586 EMEA 35312423030 UK 08001413030 ANZ 61283107646 JPN 81342339014 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/
View full article
Issue You would like to pull a report of all the non-marketable records that you have in Marketo. Solution You can do this via a Smart List: Use the Any filter in the Smart List. Filters: Black Listed = true Unsubscribed = true Marketing Suspended = true Email Invalid = true Email Address is empty This Smart List will pull all the people that fall into the blocked leads list.    
View full article
1. Navigate to  https://status.adobe.com     2. Click Manage Subscriptions       3. Sign in using your Adobe credentials or click Create an Account to log in                                     4. Click Create Subscriptions       5. Under Experience Cloud, click on Adobe Marketo Engage to expand:   6. Select Product Offerings or Services and click Continue                                         Prior to selecting a regional location(s), you will want to identify what data center and pod/server your instance is located in. Yo u can access this information from the Adobe Marketo Engage Admin tab. After clicking on this tab from the menu at the top of the page, select My Account on the left rail:            Scroll down to the Support Information section to see the data center and pod in which your instance is located:  The example above indicates that this instance is in our Ashburn data center on pod 38. This user would select the regional location Marketo Ashburn, and then pod AB38, as shown below.    The abbreviations for all of our data centers are as follows:  ab = Ashburn  sj = San Jose  sn = Sydney  lon = London  nld = Amsterdam   NOTE: This method can also be used to identify what Real Time Personalization (RTP) pod/server your instance is in.      7. Select regional location(s) and event type(s)     8. Select the environment(s) you would like to subscribe to and click Continue       9. Review your subscription preferences and click Done  
View full article
Issue Is Marketo Sales Insight Outlook plugin compatible with Office 365?     Solution The Marketo Sales Insight Outlook plugin is currently not supported for Office 365. The Outlook versions it supports include:   Outlook 2000 Outlook 2003 Outlook 2007 Outlook 2010 Outlook 2013 Outlook 2016 https://docs.marketo.com/display/public/DOCS/Install+the+Marketo+Email+Add-in+for+Outlook+with+a+Registration+Code If you would like for Marketo MSI to be supported for Office 365, you can raise it as an idea in our community: https://nation.marketo.com/community/product_and_support/ideas Our product managers refer to these ideas for improving on existing features and implementing new features in future releases.   The supported list of outlook plugins can be found in the following document: https://experienceleague.adobe.com/docs/marketo/using/product-docs/marketo-sales-insight/msi-outlook-plugin/install-the-marketo-email-add-in-for-outlook-with-a-registration-code.html?lang=en  
View full article
Issue General recommendations for managing and improving deliverability to China.     Solution If you are looking for general recommendations around delivering to China, here are some resources both from our Community and external sources. Navigating email delivery into China Golden Shield Project overview Sampi China Email Marketing and Chinese Anti-Spam Laws Summary English language version of the Measures for Administration of Email Service on Internet Lehman, Lee & Xu English language version of the Measures for the Administration of Internet E-mail Services 2006
View full article
Issue You made an A/B Test within an Email Program, and now when you are in a Smart List or Smart Campaign and are attempting to set up a filter (such as Opened Email), you are unable to locate the A/B test email asset in order to select it. Solution When an A/B test is made in an Email Program, the Program must be approved in order for the email to be located by other assets (Smart Lists/Smart Campaigns.) When the Program is approved, the email asset name will be changed to whatever kind of A/B test is used, and will be available for reference in other assets. For example: [program name].Subject Line Test; or [program name].Whole Email Test
View full article
Issue Issue Description How to Pull Data for Program ID, similarly to Campaign ID. (Example): Pull Individual Program Activity Data, then join Data with Programs via Program ID.   Solution Issue Resolution [ Note ]: You can not get the Program directly from the Activity Endpoint. - After one has obtained the Smart Campaign ID , they can use a seperate API Call to get the Program ID . - Within the Get Activity API Call , there will be a Campaign ID . - Once this has been obtained, one can make a Get Campaign API Call with that Campaign ID and it will return the Program ID . [ Get Activity ]: > Use this [ Get Activity - URL ] to Obtain Campaign ID . http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#/Activities/getLeadActivitiesUsingGET [ Get Campaign, with the ID ]: > Use this [ Get Campaign, with the ID - URL ] to Obtain Program ID . http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Campaigns/getCampaignsUsingGET The Program ID is not something that is returned in an Activity Call . The above method is the quickest possible way to obtain that information. Who This Solution Applies To API Users Updated Links Activity API https://developers.marketo.com/rest-api/lead-database/activities/ Swagger: https://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Activities/getLeadActivitiesUsingGET   Get Campaign By ID https://developers.marketo.com/rest-api/assets/smart-campaigns/#by_id Swagger: https://developers.marketo.com/rest-api/endpoint-reference/asset-endpoint-reference/#!/Smart_Campaigns/getSmartCampaignByIdUsingGET  
View full article
Issue Smart campaign email tab's count for soft bounced and delivered activities does not match the number of soft bounced and delivered activities in smart campaign results tab Example: Email tab shows 5 soft bounces, whereas, results show 6 soft bounce activities Email tab shows 10 delivered, whereas, results show 13 delivered activities Solution The email tab on a smart campaign is an Email Performance Report so it is calculated based on documented rules at Email Performance Report | Adobe Marketo   Root Cause There was one lead that opened the email, so the lead was not counted as soft bounced on the email performance report and was counted as email opened based on email performance report rule #4 "If the email is Opened, bounces are ignored." There were three leads that had soft bounce activity also had a delivered email activity. Based on email performance report rule #1 "Each email activity record is set to one, and only one, of the following: Delivered, Hard Bounced, Soft Bounced, or Pending." - in this case, soft bounce takes precedence over delivered email activity so the three leads were not counted as delivered on the report but were counted as soft bounce. Environment Smart campaign Email tab Smart campaign results Email performance report
View full article