Knowledgebase

Issue You have deployed Munchkin tracking on the domain Example Domain and the tracked domain is showing as ".www.example.com" when it should be "example.com". Solution To resolve this, make sure you have the correct settings on the domainLevel property in the Munchkin code. Details can be found here: http://developers.marketo.com/javascript-api/lead-tracking/configuration/ Just be aware that domain levels are counted from left to right: domain3.domain2.domain1 For: http://www.example.com .com = level 1 .example.com = level 2 www.example.com = level 3    

When deploying your RTP tag you may have noticed that there are four options in the Generate Tag window.     The differences are subtle and technical, but below are the explanations of each version.     RTP Tag - CDN, Asynchronous (Recommended) "Asynchronous" means that the page won't wait for the RTP script to load before loading other page elements In the case that RTP is not available, the request will timeout after 2 seconds This tag imports the RTP JavaScript from a network of servers called a Content Delivery Network (CDN). This assures higher availability rates and better loading performance     RTP Tag - CDN, Synchronous (High Speed) "Synchronous" means that the RTP tag will load before any other elements on the page load Like the CDN, Asynchronous tag, this tag makes use of a CDN The "High Speed" does not actually mean the script loads faster, it only means that the page won't load before the RTP script completely loaded     RTP Tag – Asynchronous Like the CDN, Asynchronous tag, the page loads other page elements while the tag is loading This tag Imports the RTP JavaScript directly from Marketo servers. In the case that RTP is not available the request will timeout after 2 seconds     RTP Tag – Synchronous Like the CDN, Synchronous tag, the page will not load while other page elements are loading This tag Imports the RTP JavaScript directly from Marketo servers

Issue Advanced Filter for creating web segments is not selectable as an option. Only ALL or ANY filter logic can be selected. Why? Solution In order to select the advanced filter logic for creating a segment, there must be at least three filters in the segment. Otherwise, the option will be 'grayed out' or not selectable. This is similar to smart lists where: "Advanced filter logic is only available if there are three or more filters in your smart list." https://docs.marketo.com/display/public/DOCS/Using+Advanced+Smart+List+Rule+Logic  

Included in this Article: Overview The Content Recommendation (CRE) is a powerful way to bring your online content up front and center. The standard CRE promotes content through a recommendation bar along the bottom of the screen. The Rich Media CRE is an advanced version that allows more customization and control, putting the content recommended into a tile format in the body of the page itself.  This doc will answer some of the most frequently asked questions about the CRE. Where can I find documentation to get me started? Understanding Content Recommendations - Marketo Docs - Product Docs Understanding Content Analytics - Marketo Docs - Product Docs Enabling the Rich Media Recommendation Engine - Marketo Docs - Product Docs RTP Rich Media Recommendations API » Marketo Developers How does the CRE work? RTP content recommendations are based on propensity modelling - matching relevant assets to visitors in real-time. It runs visitor attribute similarities, visitor tastes and preferences and then selects the best performing assets for those visitors based on goals and conversions. It’s a great way for marketers to learn about their site’s content performance and use scientific calculations to optimize their content automatically, taking out the guessing work. To complete the digital loop, you can apply the results and extend high performing content’s reach through your outbound channels. How does the CRE select the type of content it delivers to visitors? The Content Recommendation Engine uses predictive analytics and machine learning algorithms to decide which pieces of content are relevant for each visitor individually. The parameters that are taken into consideration are: Location (Region, Country, State and City) Organization (if most of the visitors from company X are consuming this content, others from the same company will be more likely to receive it as well) Industry Revenue range Size range Number of clicks (page views) Pages viewed Number of previous visits The CRE is also based on the Markov Algorithm which takes into account the path previous visitors took when they viewed specific assets. It then predicts what asset the current visitor is most likely to click on next based on previous visitors' behaviors. The Engine also identifies the most recent assets added to the CRE and promote these recent assets. The Recommendation Engine won't recommend an asset if the visitor is on that asset page, nor will it recommend an asset that the visitor has already clicked on in the recommendation bar during their session. Do I need to create different types of segments to use the CRE? No - It’s done automatically! The sophisticated algorithms used by our proprietary technology automatically present relevant content to your audience segment using digital behavior, keyword search terms and firmographics such as: geolocation, employee size, revenue size, and industry. How can I know how many visitors clicked the recommendation bar? Option 1: Whenever a visitor clicks on a link to an asset from the CRE, "iesrc=rcmd" is appended to the URL as a means of tracking (along with some other code). So, any time a visitor clicks on a link to an asset in the CRE, the URL they go to always includes that "iesrc=rcmd". You can create a segment to track visitors in RTP who have clicked these links by using *iesrc=rcmd* in an "Include Pages" filter. Then you'll be able to identify these visitors directly in RTP and even build campaigns from this segment. Option 2: Use Google Analytics to see more in depth reports and dashboards. Detailed directions can be found here: What are direct and assisted leads? One way to measure the success of a campaign or piece of content is to evaluate the direct and assisted leads that content or campaign resulted in. Direct leads are anonymous or known visitors that clicked on recommended content or a personalized campaign and filled out a form in the same session (~30 minutes). Assisted leads are visitors that clicked on a piece of content or campaign and filled out a form some time in the next 6 months. How can I analyze CRE results in Google Analytics? Detailed directions can be found here:Web Personalization (RTP) - Analyzing Content Recommendation Engine results in Google Analytics How can I analyze RTP results in Marketo? Detailed directions can be found here: Define a Smart List for Web Personalization Activities - Marketo Docs - Product Docs How are the Named Accounts dashboard analytics calculated The graph shows the stage of a visit from a specific group of organizations starting from awareness all the way to action. The exact formula is part of our secret sauce, but it is based on behaviors like site visits and number of interactions compared to site averages. It is more of a general insight in terms of how many accounts of a specific list are advanced in the process (multiple visits, lots of page views) or very new (first visit). It will be enhanced in the near future to include more data points and signals. For more information, see this article: Account-Based Marketing Analytics - Marketo Docs - Product Docs How does the Asset Discovery work? Please see Web Personalization (RTP) - How does Asset Discovery work? Is the recommendation bar compatible with mobile devices? Yes, the CRE recommendation bar adjusts the text to fit mobile devices. You can set the font size in account settings Is it possible to customize the asset types? Custom content can be identified based off of the URL of the web page. Directions on how to create these custom content patterns can be found at the bottom of the documentation here. https://docs.marketo.com/display/public/DOCS/Enabling+Content+Discovery Once identified, that web page is then served through the CRE as a piece of content being recommended. This custom content will be categorized based on different set asset types. While the content itself is entirely custom, the content types they fall into aren't customizable. The current asset types are: Article Blog Case Study Data Sheet Presentation Press Video Webinar White Paper Is it possible to customize which content the CRE uses? Yes, you can customize the content type that the recommendation feature will use to present to your sites visitors. You can choose which assets will or won't be displayed by switching ON the relevant assets. To do this, navigate to your Recommendations page and click on the green or red icon in the Recommendations column. Then choose On or Off accordingly Is there separate reporting available to see the performance of the recommendation engine? Yes, your content performance can be analyzed using Contact Analytics reporting. Documentation about this reporting can be found here: Understanding Content Analytics - Marketo Docs - Product Docs What other RTP reporting is available? There are lots of reports available. Details about all of these reports can be found here: Email Reports - Marketo Docs - Product Docs Here are the types of reports that are available: RTP Email Reports Daily/Weekly Organizations Report Daily/Weekly Leads Report Top Performing Real-time Campaigns Top Performing Assets Report Recommended Assets Report Summary Report What are the CRE customization options? Please see the details here: Enabling the Content Recommendation Bar - Marketo Docs - Product Docs There are many options available for customization: Colors Link Color: Select the color of the hyperlink in the CRE from the dropdown choices. Background Color: Select the color of the CRE background from the dropdown choices. Font Font Size: Type in the size of the font for the CRE in the 'Font Size' field. Must be in pixels (px). Recommend size is 14 or 15px. Font Family: Type in the font type you want to use in the 'Font Family' field. Arrow Arrow Icon Color: Select the color of the arrows in the CRE bar from the dropdown choices. Arrow Icon Font: Select the icon style (arrows, chevrons, hands, etc.). Arrow Icon Opacity: Define the opacity level for the arrows What does Update Metadata Dynamically mean? When creating or editing content assets, you'll see an option to Update Metadata Dynamically. You can enable the "Update Metadata Dynamically" option in your discovered assets so that asset can automatically get updated with data that helps it be more effectively recommended.\ RTP collects all these attributes about assets like the search terms that people used on search engines before reading them. It analyzes the visitors clicking on them, organization name, industry, location etc. RTP also automatically adds metadata data to an asset based on the visitor’s in-session behavior, so it could include URLs the visitor was on, keywords and referrals. All of this data is accumulated for the recommendation engine to calculate and produce the best result to recommend. Also see these articles: Web Personalization (RTP) - How does Asset Discovery work? Create New Content - Marketo Docs - Product Docs What Machine Learning models does RTP use? 1. Collaborative Filtering based on visitor behavior and asset attributes (Cluster Analysis and Markov Algorithm) 2. Trending Algorithms Most trending/popular/new assets are showing up more often While providing equal opportunity for new assets Also see: How does the CRE select the type of content it delivers to visitors​ Will existing assets get overwritten when they are rediscovered? No, assets are only discovered once. The assets are unique, based on the asset's URL (not including the parameters). Any customization you make in the recommendation text, title, URL, etc won't change unless you manually change it. See the documentation here: Create New Content - Marketo Docs - Product Docs Not seeing all subdomains in account settings If you are not seeing all your subdomains in the Account Settings, make sure that you have all domains selected under Organizations: Go to "Organizations". For the "Domains" drop down list, check "Select All". Rich Media CRE What is the max number of characters I can have in the Header or Description? It's recommended that the Header be no more than 40 characters and the Description no more than 140 characters Is there a library of images we can use for the thumbnail? No, it is recommended the user add their own Thumbnail URL of an image related to the piece of recommended content. (Do you really want to use a stock photo that lots of other companies use?) Can I change the text in the button from ‘Read Me’ to say something else? Yes, the text in the call to action button can be changed. The recommendation template can be changed in the JavaScript configuration properties (rcmd.cta.text). See: RTP Rich Media Recommendations API » Marketo Developers Is 3 pieces of content the only number allowed? Yes, the Rich Media CRE is set up to work with three pieces of content at a time. Do the content pieces recommended have to be displayed horizontally? No, there are two versions of the recommendation template. You can also stack them vertically. Template1: 3 content pieces horizontal Template2: 3 content pieces vertical. See examples of both at the end of this doc: Enabling the Rich Media Recommendation Engine - Marketo Docs - Product Docs

Issue Description When using a Change Data Value flow step for a datetime field type and manually entering in a date and time, the time is displayed, but removed from flow step upon refresh. Issue Resolution   The reason that the time is removed is because the display field in the flow step is a calendar picker (the drop-down). Calendar pickers do not support displaying the time. It is meant to select a date on the calendar and display that date. It appears to store the value to the record when manually entered in the field, but it will not remain upon campaign refresh.

Explanation: In RTP the tracking is session-based, similar to most web analytics tools. A session starts with the first page view and ends 30 minutes after the last click on the website. For example: Scenario   RTP Result Visitor views 1 page on the website and leaves 1 visit & 1 page view Visitor views 2 pages on the website within 30 minutes and then leaves 1 visit / 2 page views Visitor views 1 page on the website, leaves, then returns 45 minutes later and views 1 page 2 visits / 2 page views

Issue In Salesforce on the Account level for Marketo Sales Insight, it does not show all the activities of the associated contacts. Solution Marketo Sales Insight only shows certain activities depending on how recently they occurred on the account level. Interesting moments: last 60 days Web Visit: last 3 days Score Change: last 30 days Email: Everything If you wanted to check activities past these dates you would need to go to the contact level and check the history there. The reason behind this is because at scale if there were 100s of contacts under one account and all contacts are active and creating activities it would be difficult to sift through the activities and may cause performance issues due to the sheer amount of data being displayed which is why this limitation is in place.  

Issue Does Marketo have an SLA for REST API? Solution No, Marketo does not have an SLA for REST API. Our REST API Responses time out after 30 seconds. Unless written within the subscription contract, there is not a commitment for Marketo to provide an SLA for REST API Responses. As mentioned in our API License document: http://developers.marketo.com/api-license/ in section 6 B: "B. No Support. Unless otherwise agreed to in writing, Marketo shall not be responsible for providing any support, maintenance, or other services (or level of service) to You or a user of the Software Application for the Marketo APIs."    

Included in this article Highlights The MLM package in SFDC’s AppExchange is being retired. The MLM package itself doesn’t do much, but was responsible for installing 16 custom fields (16 on the Lead object and 16 on the Contact object) that sync data from Marketo to SFDC like Lead Score and Acquisition program. The configuration update will shut off the sync of data to the MLM package and these fields, so the data in those fields in SFDC will become stale and won’t update. You can keep syncing this data to SFDC but it requires creating new custom fields. When the fields are re-created, a drip process will be triggered to backfill existing data from Marketo into the new fields in SFDC. No Data Will Be Lost Marketo is the source of this data, and the data inside of Marketo will not be touched. The data in Marketo will continue to stay current as it always has. The change being made is in how it is passed into SFDC. No matter what, the data will be preserved inside of Marketo. What is the MLM Package? The MLM package doesn’t actually do a lot on its own. It has been a prerequisite that had to be installed during the Marketo > SFDC integration setup before the MSI package could be installed but it’s a pretty safe bet that hardly anyone actually uses it. It’s the fields that were installed during its installation that get the most usage.  The fields that the MLM package created are frequently used by sales teams inside of SFDC. Data from the Marketo fields passes into these fields in SFDC where it can be viewed on Lead and Contact records (if you’ve added it into the page layout). Telling the Difference Between MLM and MSI in SFDC MLM and MSI are two different tabs inside of SFDC. It’s important to know which is which. The Sales Insight tab is the tab labeled “Marketo”. The MLM tab is labeled as “Marketo Lead Management” Fields Affected When the configuration change happens, no data will be synced from these 16 fields in Marketo to the 32 corresponding SFDC fields (16 on the Lead object, 16 on the Contact object). Lead Score Acquisition Program Acquisition Program Id Acquisition Date Original Search Phrase Original Source Info Original Source Type Original Referrer Original Search Engine Inferred Company Inferred Metropolitan Area Inferred Phone Area Code Inferred State Region Inferred City Inferred Postal Code Inferred Country The Changes Being Made For most customers, the only fields commonly used are Lead Score and Acquisition Program. While these fields will stop updating in the Lead detail pages, it’s important to remember that the Lead Score data will still be available through Sales Insight without any changes being made. Effects on Sales Insight MSI will have very little change made. The Stars and Flames will still function the same way, and lead scores will still update and display current information. Only one change will affect MSI, and it will have a very limited scope. Scoring Still Displays in MSI The Sales Insight Score tab on Lead records in SFDC will continue to show up to date score information. This view will not be impacted in any way. Stars and Flames Still Function the Same Way MSI’s Stars and Flames will still update with data the same way that they did before, even if you have set them up to work with custom score fields on the Marketo side. For more information about Sales Insight’s Stars and Flames, please check out the documentation here: Priority, Urgency, Relative Score, and Best Bets - Marketo Docs - Product Docs Customize Stars and Flames - Marketo Docs - Product Docs Set Score Fields to be used for Stars and Flames in Sales Insight - Marketo Docs - Product Docs The Only Change Inside of MSI There is only one small change to the MSI package. If you have "Debug Mode" enabled in Sales Insight Config (pretty rare), then inside of Sales Insight, if you mouse-over the Stars, you’ll see a label that gives the score. This functionality relied on a dependency between MSI and MLM that has been patched and removed now. As a result of that change, the score can’t be displayed in the hover-over label. Again, this score only ever appeared if you had debug mode enabled, which is very uncommon. Exceptions to MSI Patch The MSI patch wasn’t able to upgrade every version of MSI. A very small number of customers who have an older version of MSI currently can’t be updated by the patch and will need to manually upgrade their MSI installation. If your company uses Marketo Sales Insight version 1.38 or below, you will be required to manually upgrade to the newest MSI package version. Identifying Your MSI Version To check what version of MSI you’re currently using, navigate to Admin > Sales Insight, then look for the Version info in the Status box in the middle of the page. Manually Upgrading Your MSI Package If you find that you are using MSI Version 1.38, you’ll need to manually upgrade your Sales Insight package. The directions on how to upgrade MSI can be found here: Upgrade Marketo Sales Insight for Salesforce1 - Marketo Docs - Product Docs If you’d like help with this installation, please feel free to reach out to Marketo Support with the directions found here: Contact Marketo Support Effect on Fields in Lead Layout Page The change that will be noticed will be to the fields shown in the Lead detail pages in SFDC. If you have any of these fields like Lead Score added to the layout of your Lead detail page, these are the fields that will no longer update and will begin displaying stale data. If your sales teams utilize any of this data, you’ll want to recreate the fields in SFDC to pull in the updated data from Marketo. Keeping Field Data in SFDC The sync of data into these 32 fields (16 on the Lead object, 16 on the Contact object) will be shut off. If you want to keep syncing data from these fields to use it in SFDC, that can be done. You’ll need to create new custom fields in SFDC for the Marketo data to sync into, using specific API names to match up to the original Marketo fields. There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Cut Off Date The MLM package will be officially deprecated as of January 31st, 2017. The data will stop syncing to the fields created by the MLM package after this date. Backfilling Data Creating the new custom fields will kick off a drip process to backfill the data from Marketo to SFDC. That takes all existing data for these fields from Marketo and pushes it back to SFDC into the new custom fields you’ve created. There are some important details to how this process works, so here they all are! The data backfill process will only initiate if you recreate the old fields using the proper API names as specified. The backfill process goes through a separate communication “pipeline” outside of the standard sync cycle. The backfill process will push data at roughly the same rate as the “Push Updates” rate we get now in the regular sync—somewhere between 7k to 12k records per hour. The total time it takes to update all records will vary depending on sync rate in the separate “pipeline” and the number of records being updated. Once the backfill process is complete, an instance notification will be posted in the Marketo notification center. The backfill process updates the new fields in SFDC records with the data that is in the 16 Marketo fields. When this update happens, it will create a SysModStamp on the record in SFDC. Any new SysModStamp will queue the record to resync back to Marketo. If a lead record is in line waiting for the backfill process to pass updates to SFDC and that record gets resynced through the standard SFDC sync cycle before the backfill is done for that lead, that record will be taken out of the queue of records waiting for the backfill process. This is done intentionally to prevent race conditions where old data could potentially overwrite more current data. SFDC Sync Backlog Any time a large number of records are queued to resync between Marketo and SFDC, it could cause a sync backlog. A sync backlog is only a possibility, not a certainty. Most customers will not have any problems. The rollout schedule has been staggered out over time specifically to address this issue and to prevent sync backlogs. The backfill process passes data through a different channel, outside of the standard sync cycle, so it won’t cause a backlog in that process. It’s the resyncing of the records after the backfill that puts stress on the sync cycle. That standard sync cycle is where you may experience slowness if a backlog develops. The resulting resync of leads will increase volume and put a heavier load on the sync. However, whether or not it actually creates a backlog in the sync cycle depends on many factors like your existing sync volume and if you have any other large number of updates being made. If you think your sync cycle is experiencing a backlog, please reach out to Marketo Support. We can check the existing volume for both the standard sync cycle and the backfill process. Cleaning Up SFDC The MLM package and the 32 fields created by it (16 on the Lead object, 16 on the Contact object) will be orphaned and no data will continue to be synced to them, making them obsolete. Since they’ll be unusable, you may want to remove the MLM package and delete the fields. This process is optional, but can be done if you choose. Uninstalling the MLM package deletes fields, data and workflows created by the package. Any dependencies like for reports or workflows inside of SFDC that you have created based off of these fields will need to be removed manually. If these other custom dependencies exist, they’ll need to be removed before uninstalling the MLM package. For information on how to uninstall AppExchange packages from SFDC, please see their documentation here: Uninstalling a Package For detailed information on how to avoid problems elsewhere in SFDC, please see our documentation here: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Preventing Problems in SFDC Since the fields in SFDC are brand new fields that have just been created, everything in SFDC that references the original fields will need to be updated to point to the new fields instead. This includes all Workflows, Apex Triggers, AppExchange packages for 3rd party software and Reports. As soon as the new fields are recreated in SFDC, the Marketo fields are remapped to those new fields. The backfill process begins and the sync is cut off to the older existing fields, so they immediately stop updating. This results in two important things to be aware of: Everything in SFDC referencing the older original fields will be referencing old data that is no longer updating. The backfilled values entered into the newly recreated fields will be seen by SFDC as brand new values, not the existing values that they are in Marketo. This can cause your Workflows, Apex Triggers, AppExchange packages for 3rd party software and Reports to all behave differently. For full details on this, please see Changes to Marketo Salesforce Sync – Preventative Troubleshooting Where to Go for More Information Recap Summary Now that the changes have been completed, and the deprecation date has passed, this doc will give you the overview of what has happened: Changes to Marketo Salesforce Sync - Recap Summary Frequently Asked Questions Check out our FAQ for the answers to the most commonly asked questions. Changes to Marketo Salesforce Sync – Frequently Asked Questions Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions. Changes to Marketo Salesforce Sync – Questions and Discussion Overview Documentation This doc will give you a high level overview of what the configuration changes are and what to expect moving forward: Changes to Marketo Salesforce Sync - Overview Release Schedule The release is being staggered over the course of 6 months. This doc will give you exact details so you can know precisely when your Marketo instance will be updated. Changes to Marketo Salesforce Sync – Release Schedule Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Preventing Problems In Salesforce Recreating the new fields in Salesforce can cause your Workflows, Apex Triggers, Reports and AppExchange apps behave differently. They'll need to be updated and this doc will show you what to watch out for: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support

Issue You use the Change Owner or Sync Person to SFDC flow step to assign a record to an owner but when entering the intended owner's name in the flow step to select it from the suggestion dropdown, the user appears twice. Later, when running records through the flow step after selecting either option, you get an error. In SFDC you see that there are two active users with the same name. Solution Sales Owner names should be unique in SFDC for Marketo to be able to run records through this flow properly (e.g. if there are two users named "Marketo Sales", making one "Marketo Sales1" while leaving the other unchanged will correct the issue after the updated users sync over to Marketo.)

Article Text Included in this article   Included in this article Overview Troubleshooting Steps   Overview The Content Recommendation Engine Bar is a great tool to get promoted content to your web visitors. However, there are times when you only want it to show up on certain pages, or you just want to exclude some specific pages where it won't be allowed to show up. You can make these configuration changes with the documentation here: Web Personalization (RTP) - How To Exclude or Include the CRE on Specific Pages. However, what happens if you set it up and it still displays in places where it shouldn't? This doc will show you how to address this trouble.   Troubleshooting Steps 1. In RTP, go to 'Account Settings' 2. Under the 'Domain Configuration', locate the 'Recommendation Engine' section. 3. Select whether  you want to 'Include' or 'Exclude.'     4. Check the 'Display (URL)' configurations to confirm they are correct.          

Issue Description Why is the number of records shown in the Opportunity Analysis report in Revenue Explorer different from the number of records shown in a smart list with the same filters? (e.g. 100 records in Opportunity Analysis vs. 200 records in smart list) Why are some records in the smart list do not appear in the Opportunity Analysis report? Issue Resolution The attribution settings is set up to report on "Explicit: Only contacts with roles (default)" This means, the records in a smart list that do not appear in the Opportunity Analysis Report in RCA, are contacts without roles. Who This Solution Applies To Customers using Revenue Cycle Analytics

Included in this article   Overview 1. Make sure the dialog box dimensions are set: 2. Make sure your image also has dimensions properly set: 3. Access the HTML for the campaign: 4. Insert the following CSS into the campaign's HTML: 5.Save your changes and preview the campaign. There should be no more scroll bars.   Overview Have you ever had an RTP Dialog box campaign that ended up with scroll bars around the image? This doc will go show you the steps to remove those unwanted scroll bars   1. Make sure the dialog box dimensions are set:       2. Make sure your image also has dimensions properly set:       3. Access the HTML for the campaign:   4. Insert the following CSS into the campaign's HTML:   <style> #trwDialog{     overflow-x: hidden;     overflow-y: hidden; } </style>     5.Save your changes and preview the campaign. There should be no more scroll bars.

Issue Webinar integration is giving an error "Invalid Username or Password" during setup, even though the username and password are correct. The webinar provider uses your Single Sign-On (SSO) provider for login.     Solution Marketo is not able to access the SSO provider and will not be able to log into the service if SSO is used. Use the following workaround for your integration. Disable SSO for the webinar service so that a user with login and password can be used in the Marketo Launchpoint service.  Create the integration user in the webinar provider and complete the integration Re-enable SSO for your webinar service after the webinar is over.   Who This Solution Applies To Clients leveraging SSO for Launchpoint services    

Issue Issue Description When pulling an Email Performance Report, the click total doesn't match a smart list looking for all clicks of any link in the email. Solution Issue Resolution One possible reason for this is that in an Email Performance Report, the Unsubscribe link does not count as a click, only as an unsubscribe and will only show in that column. This is because people can unsubscribe via other methods, so they are all included together to give an overall view of your engagement (or disengagement in the case of unsubscribe).

Issue Running a Revenue Cycle Explorer report on Opportunities shows programs from long ago are being credited for those Opportunities through Multi-Touch (MT) Attribution measures. Solution When using Multi-Touch measures, past programs will also be credited if a contact on the Opportunity achieved success in the program. A possible workaround could be to utilize Filters in the RCE report to try to narrow the results.      

Issue You see a record in the database has something similar to the following Email Suspended Cause: "554- Your access to this mail system has been rejected due to the sending MTA's poor reputation. If you believe that this failure is in error, please contact the intended recipient via alternate means." Solution The 554 error is generated by a hard bounce due to a spam block. It is possible that one of the sending IP addresses used may have been on a temporary blacklist the day of the attempted send. This happens while using shared IPs when another Marketo instance using the same IP hits a spam trap, putting the IP on a blacklist for 24 hours. This error can also happen to users on a dedicated IP if they hit a spam trap with one of their email sends.        

Included in this article Overview Your Premier Support entitlement has been enhanced with a Premier Success Team. Now, your Named Support Engineer is part of a 5-member Premier Success Team whose members work in concert to provide a full range of complementary skills. All your Premier support features remain intact (Mentoring Sessions, Accelerated SLAs, etc), but now your Named Support Engineer will be backed by a focused team of Premier Support Engineers to deliver world-class support tailored to meet the needs of your account. Benefits Each team is led by two Lead Support Engineers, and aided by three Premier Support Engineers. With a larger team, your engineers can specialize in specific knowledge areas, and we can connect you with our most senior engineers for your half-yearly instance reviews and mentor sessions. This will help to increase case resolution speed, decrease escalations, and elevate your overall support experience. Your Team Matthew Smith, Senior Technical Support Engineer Matt is a Certified MCE who has been working with Marketo Support since 2015. He is passionate about his customer's success and takes pride in building the relationships that help them succeed. Matt is an expert in the Core Marketo features as well as focused on CRM integrations and Sales Insight. In his free time Matt likes spend time with his two young boys and play board games and do puzzles with friends and family. Francisco Echavarria, Senior Technical Support Engineer Francisco is MCE certified and has been working with Marketo Support since 2015. He’s working on the frontlines providing triage support, Tier 2 support, and is now co-captain of Team Alpha. Francisco is a subject matter expert in CRM integrations with Microsoft Dynamics and Salesforce, API, and Sales Insight. While away from work Francisco spends most of his free time with his two young kids trying to stop them from burning down his house. Nicholas Wood, Technical Support Engineer Nick has been a member of Team Alpha since Fall 2017, and has been recognized by peers and customers alike for his desire to help our clients succeed.  His patience and resourcefulness are a vital part of what makes him a valuable member of this team.  He is skilled in the Marketo core features, as well as a focus on Email Deliverability. Nick enjoys spending time with his wife and newborn daughter, hiking, and trips to the coast. Tyler Coleman, Technical Support Engineer Tyler has worked in IT and technical support since 2014 and joined Marketo in July 2017. He previously provided technical support for a small business and a university. Tyler has extensive experience with web development, and has worked with a variety of programming languages including HTML/CSS, Javascript/Jquery, C++, python and more. Tyler is a subject matter expert in the REST API, email & landing page templates. During his free time, Tyler enjoys exploring wilderness and learning new skills and hobbies such as Yo-Yoing, juggling, painting, photography, and robotics. Dylan Paris, Associate Technical Support Engineer Dylan has been working in technical support and IT since 2014 and has been a part of Marketo Support since 2018. He brings experience in multiple support fields, with an emphasis on helping customers find quick and accurate solutions to their technical issues. When not on the clock, Dylan spends his time producing music and trying to get good at Super Smash Bros.

Once you have the RTP tag installed onto your website, there are several steps that RTP goes through to actually display a Campaign on the web page. Below we describe the process from the tag being loaded to the Campaign being shown on the page. Beware, the details are somewhat technical, so tread with caution!   When the page with the RTP tag is loaded, the RTP script (rtp.js) is loaded. This script includes all of your individual tag configurations, and it triggers a sequence of actions:   First, information about the visitor is sent to the Marketo servers, including: Referral site Search terms and the visitor's IP address. Using this IP address, several things about the visitor can be deduced relatively accurately: Location (country, state, city, zip code) Organization name (if applicable) Organization group (Enterprise, SMB, Fortune 100, etc.) If the visitor is a known lead in your Marketo lead database, RTP will pull values for all of the default Marketo fields and custom fields.   Next, RTP will check if the visitor qualifies for any of your pre-defined Segments based on this information about the visitor. If the visitor does match a Segment that's attached to a Campaign, that Campaign will be loaded on the page being visited.   Finally, once the Campaign has loaded on the page, the visitor's browser takes note that the visitor has seen the campaign. This allows for Campaigns that are not sticky to be only loaded once per visitor.