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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

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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?

Starting with the September 24, 2011 release of Marketo, Programs must have an associated cost in order for them to show up in the analyzer. If you want a no-cost program to show up RCA, then it must have a zero cost created in the setup. 1. Go to Programs and select Setup 2. Drag in a cost and add 0 (zero) 3. Save the changes You should now be able to see your Programs in the Analyzers. "Only programs that have cost will show up in RCA reports."

Issue: You or your sales reps are getting an error when editing your leads or contact records in Salesforce saying "The record you were editing was modified by Account Marketo during your edit session". Similar to this: This error will usually occur in Salesforce when you are in the Edit page in while at the same time the Marketo sync is updating that same record by our periodic API sync. While this error occurs very rarely, and usually by performing mass updates from Marketo (usually by batch campaigns). Resolution: Here are some steps you can take from a Marketo perspective to resolve or significantly reduce the chances of this error occuring: 1. Change the process that you use to update records in Salesforce - You can successfully reduce this error by using Inline editting (by double clicking on the individual field on the record) as opposed to doing a mass update of multiple fields on 1 record (by using the Edit button). Inline Editing - As the screenshot below shows, this done by double clicking on the individual field on your record then updating the field and then pressing the "Save" button or double pressing on the Enter key on your keyboard: Mass Editing - this is done by first pressing the "Edit" button on the record's detail page, which will then take you the the Edit page where you can mass update multiple records then press the "Save" button: 2. Increase the Salesforce sync interval time - Another option to reduce the the possibility or receiving this error is to reduce the number of times that Marketo syncs with Salesforce. This option in effect increases the time between Marketo and salesforce syncs. (The default is 5 minutes.) The downside to this option is that updates made in Marketo will take a longer to sync to Salesforce and vice versa. If you want to proceed with this option, you will need to contact Marketo support to get your sync wait time increased.

When a Lead/Contact is deleted from Salesforce it is not automatically deleted from Marketo. If you want to delete these left over Leads/Contacts do the following: 1. Create a campaign using the SFDC Is Deleted filter set to True for the Smart List. 2. For the Flow step choose the Delete Lead action and set the Delete Lead from SFDC to True. This will ensure that the Lead/Contact will be deleted from both Salesforce and Marketo.

If you are encountering issues with importing to certain fields, it is recommended that you create an import template. To make sure your field names are correct for an import, start by exporting a small list from your lead database. You can selected your required fields via the column chooser by right clicking a field in your list. Then select Export list under List Actions, then select Visible columns or All columns in your export. In the exported .csv file check the first row; your correctly named fields should be listed in there. You can now copy the field names to your import list, or copy the cells from your list to this exported .csv. You should now be able to import without issue. Please note: if you select All columns then the exported .csv file contains system fields that cannot be re-imported to. Please see the related article: Ignored Fields and Blocked Field Updates During List Import

Issue: After changing your email template, your associated emails are now blank or the main template is showing. Why does this happen? This happens because the editor cannot associate the unique "mktedtable" divs from the template to the email. When creating a template, each section that can be changed will have a class of "mktEditable" and a unique "ID". <div class=”mktEditable” id=”1body”> your editable content</div> Solution: To fix your current emails, preview the current approved email and verify there is infact content. 1.discard draft 2.edit draft, it will still look blank until step 3 is complete 3.replace html with no changes, the html content should show again. 4.approve the email Don't change anything and click OK. Your orginal email content will be restored. Caution: This only works if you did not approve the email when it was blank. Note about the blank "template": When using the blank template in general, it means you intend to address your email at the main email level. Adding style to the blank template invalidates it as a blank template. The best practice would be to create a new template and add your custom code.

You may want to allow the user to select multiple values for a single field when filling out a form. Here is how: 1. Find the form you want to add the multi-select field to, select it and click Edit Form. 2. Under Template Form Fields, find the field and drag it into the canvas. 3. Select the field you just dragged in. 4. Under Form Properties, change the Input Type to select and click into the canvas to apply changes. 5. Select the field again. 6. Add the list of options in the following format to Value List: Lead Management, Sales Insight, Revenue Explorer, Financial Management 7. Check Allow Multiple Sections. 8. Click in the canvas to apply changes. There you go! Now approve the page this form is on and leads can hold CTRL/Command and click to select multiple values before submitting.

Issue: You would like have leads rate content (for example) and need the buttons to display horizontally. Please ensure that you have access to an experienced Web developer. Marketo Technical Support is not set up to assist with troubleshooting code. Solution: The buttons are laid out in a table format so adjusting margins and padding doesn't seem to do the trick, use CSS instead. Add the following to a custom HTML block: <style> tr {float:left;} </style> Disclaimer: This solution does not work for IE7 as it does not support the Float property correctly, this solution was tested in FF 5 and IE8/9 . If your curious on browser usage check here.

You or your users may be having problems with images not showing up in the body of an email. If images are that are embedded in the body of the email are not showing up in recent versions of Microsoft Outlook, then follow these steps: Outlook 2007 1. Open Outlook. 2. Click Tools -> Trust Center (Outlook 2007). 3. Uncheck the box, ‘Don’t download pictures automatically in HTML e-mail messages or RSS items’. 4. Click OK; restart Outlook and check that images appear. Outlook 2010 1. Open Outlook. 2. Click File -> Options -> Trust Center (Outlook 2010). 3. Click ‘Trust Center Settings’. 4. Uncheck the box, ‘Don’t download pictures automatically in HTML e-mail messages or RSS items’. 5. Click OK; restart Outlook and check.

I'm trying to find out who had a lead score change from a specific smart campaign - would I use data value changed with a reason or some other filter? The Data Value Changed filter with the Reason constraint is appropriate for finding leads that had their Lead Score changed by a campaign. This screen shot shows an example of how you might set this up. The list below show a few of the values you may see in the Reason field. If you know the exact phrase you are looking for, use the "is" operator. For example, "Changed by Smart Campaign Contact Us." If you don't know the exact value, try using the operator "starts with." Synched from salesforce.com Changed by Smart Campaign System flow action System action reset Form fill-out SOAP API Manual lead edit Munchkin API Import/merge into list The Reason filter constraint is available in these filters: Data Value Changed Lead Partition Changed Progression Status was Changed Revenue Stage was Changed Not Data Value Changed Not Lead Partition Changed Not Progression Status was Changed Not Revenue Stage was Changed

Issue: You create Marketo campaigns but they are not showing up in Sales Insight in Salesforce. The steps below illustrates all the steps that are required to make these campaigns show in Sales Insight. Resolution: 1. Setup up a trigger campaign in Marketo using the "Campaign is Requested" trigger using a source of "Sales Insight" 2. Activate the campaign you created in Step 1 above from the "Schedule" tab of your campaign. This is very important. If the campaign not activated, it will never show up in Sales Insight.

Issue: You've changed the color of the label for your form to white, but because of the background of the form matches the input color you can no longer see information as the form is filled out. Solution: Change the font color of just the input values. Add the following style to a custom HTML block in the landing editor. Depending on what types of fields you have in your form all or some of the lines will apply. This changes the font on the input fields black , for the case of the labels being set to white(for example) <style> form.lpeRegForm ul select { color: black; } form.lpeRegForm ul textarea { color: black; } form.lpeRegForm ul input[type="text"] { color: black; } </style>

Do you need a report that shows you a programs success over time? We have you covered. Here is how: 1. Open Revenue Explorer. 2. Click New Report. 3. Select the Program Membership Analysis area and click OK. 4. Find the Program Channel yellow dot, right click it and click Filter. 5. Find your program channel, select it, add it and click OK. 6. Double click the Program Channel yellow dot to add it as a column. 7. Double click the Program Name yellow dot. 8. Find and double click the Success Month yellow dot. 9. Finally double click the Success (Total) blue dot. Now that's what I call a fine job! Check out your report:

If your company moves to a new location, follow these steps to change the mailing address in your email templates located in the footer. 1. Find the email template that you want to update your company mailing address. We're using the Rounded Corners email template for this example. 2. Click Edit Draft. The email template shows in the preview window. 3. Click HTML Source. 4. Scroll to where your current mailing address is located (usually at the bottom) and update the information. 5 Click Preview to view your changes. Validate your changes. 6. Click Save and Close. 7. Approve your draft. 8. Click Emails from the tree on the left side of your screen. 9. Any emails that use the updated template will need to be re-approved. 10. You can approve the affected emails in this view (shown in the screen shot above) by highlighting the email(s) and choosing Email Actions > Approve Draft.

Issue: You would like to change ths position of the form button up or down. (Typical case: You've just changed the button color of the form and now you want to change the position.) Please ensure that you have access to an experienced Web developer. Marketo Technical Support is not set up to assist with troubleshooting code. Solution: Add css style using adding the margin-top property referencing the button. The following code snippet can be a positive or negative number to shift the button up or down. Typically if you used the button color solution add the margin-top property as in the screen shot or add the code below in an additional custom html block. Code snippet: < style> div.buttonSubmit input, div.buttonSubmit span { margin-top: 50px; } < /style> Related Links: Change Submit Button Style and Color How to move a form button left or right using CSS

Issue: You would like to change the position of the form button. (Typical case: You've just changed the button color of the form and now you want to change the position.) Please ensure that you have access to an experienced Web developer. Marketo Technical Support is not set up to assist with troubleshooting code. Solution: Add css style using adding the margin-left property referencing the button. The following code snippet can be a positive or negative number to shift the button left or right. Typically if you used the button solution, add the margin-left property as in the screen shot - or add the code below in a custom html block. Code snippet: <style> div.buttonSubmit input, div.buttonSubmit span { margin-left: 50px; } </style> Related Articles How to move the form button up or down using CSS Forms 1.0 - Change the Style of the Submit Button

Help Us Help Worthy Non-Profits with the Gift of Marketo! Marketo is pleased to support selected non-profit organizations by providing no-cost usage of our Marketo Lead Management product. We will provide Marketo Lead Management to up to 12 non-profits each year. We will make a selection from qualified applicants who meet our eligibility guidelines, and we encourage our current customers and partners to make nominations. Specifically, we are asking you to nominate an organization that meets the following criteria: Must be a recognized 501(c)(3) organization Must be nominated by a Marketo customer, and the nominated nonprofit must have an existing relationship with the Marketo customer– a vendor, board member, employee volunteer, etc Would use Marketo's integration with Salesforce.com or use Marketo as a standalone application Must not receive any goods or services from the nominating company, employees or family members of employees in exchange for the nomination and/or the donation Additionally, to be eligible for the product donation, you as the Sponsor must assume primary responsibility for the training, usage and adoption of Marketo product by nominated non-profit. For more information regarding the responsibilities of a Sponsor, please refer to the Donation Application attached. Once an organization is accepted, we plan to renew the donation each year unless circumstances on either side necessitate termination. Download the attached application and nominate a worthy non-profit today! Download Attachments: Marketo PD Application.pdf

Problem/Issue: During a list import you noticed a couple of fields, some of which are custom fields, show up in red. Reason/Cause: This is because the column header you specified in the list is either not recognized or does not exist. Fix/Solution: To correct this, be sure you have the proper syntax for the column header. Please do the following steps in order to get access to a list of all the fields and custom fields in your Marketo instance: In Lead Database, create a test static list - or, you can use an existing static list if you prefer. Be sure the static list contains at least one record in order to do an export. Click the export button towards the bottom (i.e. Excel icon) and choose the second radio button labeled “All Columns” with CSV as the format. Click Export. Now you have access to all the fields available in your Marketo instance with the proper syntax. You can use it moving forward as a guide.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Program Analyzer is Not Working

Getting error "The record you were editing was by modified by Account Marketo during your edit session" in Salesforce

Clean up Leads That are Still In Marketo After Being Deleted from SFDC

How to create an import template

Email is Blank after changing the email template

FORMS 1.0 - Add a Multi-Select Field to Your Form

Make Radio buttons horizontal in a form

Images that are embedded in the body of the email are not showing in Outlook 2007 / 2010

Using the Reason constraint on the Data Value Changed filter

My Marketo campaigns are not showing up in Sales Insight

Change the font color of form Field

Build a Program Membership Analysis Report that Shows Your Success Timeframe

Changing mailing address information in an email template

How to move the form button up or down using CSS

How to move a form button left or right using CSS

FORMS 1.0 - Add a Form to a Landing Page

Application for Donated Use of Marketo Services

How to bold all field labels on your landing page

"IGNORED (unknown)" During Preview of List Import

Clean Up CSS - CSS Errors Detected In Your Email