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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?

We have enhanced the behavior of the unsubscribe functionality to make it “durable”. We have added a master email status, which is separate from the unsubscribe flag visible on the lead detail record. If the unsubscribe flag is set from false to true, the master email status is updated, and the change is propagated to other leads with the same email address. Update the Unsubscribe flag from True to False (e.g. Re-subscribe a lead) When a lead is imported, the unsubscribe flag WILL NOT be overwritten by the import. Here are the ways a lead can be re-subscribed: 1. In SFDC, uncheck the Email Opt Out field. This WILL sync to Marketo. 2. Manually update the lead detail record by un-checking the unsubscribe flag 3. Run a Change Data Value Flow Action on one or many leads a. Select the attribute “unsubscribe” and set the value to False 4. Update an existing lead via API 5. Form Field – set a field on a form to set the unsubscribe flag to “false” and this will unsubscribe the lead a. Best practice would be to have text on the form that says that by filling out this form, they are agreeing to receive email communication Creating a New Lead When a new lead is created, we check it against the master email status table. If the lead was previously unsubscribed, we will update the record to be unsubscribed. Changing an email address If you change the email address of a lead to an unsubscribed email address, the lead will be unsubscribed. This change can occur in either Marketo or SFDC. If you change an unsubscribed email address to one that is subscribed, the lead will be subscribed. Is this article helpful ? YesNo

Marketo campaign queues work like a mall parking lot. We accommodate average and even above average loads. But if it's Christmas, you may have to wait a while for a spot. The campaign execution queue When a flow is launched, Marketo assigns it a priority then queues it for execution. This priority is based on how the campaign was launched (batch, trigger, resume from Wait) and what's in the flow: Priority level Priority criteria High Send email (triggered) Send alert Medium Request Campaign Interesting Moment Create Task Convert / Delete Lead Add to / Remove from List Change Sales Owner / Progression Status / Revenue Stage / Field in Program Change Member of / Add to / Remove from Sync to SFDC Change Status in SFDC Campaign Low Change data value Change score Wait steps with a wait time > 5 minutes Web hooks Marketo then executes campaigns based on priorities. High priority campaigns run first in the order they were added to the queue. Once those are finished, the next highest priority campaigns are executed in time order and so on down until all have completed. If the queue contains only low priority campaigns and a new high priority campaign comes in, the high priority campaign will jump to the head of the line and run next. Batch campaigns and trigger campaigns are run and processed in separate queues. "Why is my campaign running slow?" Several factors determine how fast and when your campaign will run. In general, campaign execution time depends on: The campaign's priority The complexity of the smart list filters being used - See Best Practices for Smart Lists The number of records that qualify for the campaign The number of flow steps used in the campaign The complexity of Choices in the flow steps Even though Marketo can execute many campaigns simultaneously, there are only so many resources available to process smart campaigns. Also, certain campaign flow steps take longer to process, than others. The flow steps below take longer than most, and you may notice that difference when executing your campaigns: Send Email Delete Lead Sync Lead to Sales Add Lead to SFDC Campaign Call Webhook Speeding up your campaigns Here are some tips to speed up how and when your campaigns are executed: Do essential flow steps first If this is an auto-response or notification campaign, put the Send Email or Send Alert flow step first. Absolutely do this if you're using two slow steps in a row (Send Email followed by Sync Lead to Sales) so that the email goes out with the highest priority. Don't start with a "Wait" step If you need to delay the launch of your batch campaign, use the batch campaign scheduler. Re-think any triggered campaigns that start with a "Wait" step because it will be prioritized lower; you probably don't need to include it anyway. If you have a wait step of longer then 5 minutes this will cause all flows below it have a low priority.

If you tried to Verify the Setup and Configuration of Marketo Sales Insight via the Sales Insight tab in the Admin section of Marketo Lead Management, and the MSI Status wasConfiguration Problem, a configuration error in your Marketo Sales Insight setup was detected, meaning that one or more of the required fields/objects for synchronization were not properly configured in Salesforce. Click the Configuration Problem link to launch the Salesforce Configuration Problem dialog box, which displays the detected errors. Sample Error Dialog Box: The system verifies the configuration of the following eight check points in Salesforce: Lead Score Field (Lead) Lead Score Field (Contact) Relative Score Field (Lead) Relative Score Field (Contact) Relative Urgency Field (Lead) Relative Urgency Field (Contact) Priority Score Field (Lead) Priority Score Field (Contact) The error message displays the fields/objects that are causing errors during sync between Marketo and Salesforce. The goal of this article is to repair these configuration problems and ensure that the proper permissions are set to read and write to these fields/objects during sync. Refer to one of the sections below to repair these errors in Salesforce Professional Edition or in Salesforce Enterprise or Unlimited Edition. How to Repair Configuration Problems in Salesforce Professional Edition To repair configuration problems in Salesforce Professional Edition: Log in to the Salesforce as an Admin. Within Salesforce, add the fields noted in the error message to the required Lead and/or Contact layouts to repair the error. Open the Fields section at the top of the Layout page, then drag in the fields/ Once the fields are in place, click Save at the top of the layout page. Note The MSI Status on the Sales Insight tab will update to verify the config is valid after the next bi-directional sync. Marketo recommends that you check the Sales Insight tab to confirm the repair and that the MSI Status changed to Configured. How to Repair Configuration Problems in Salesforce Enterprise or Unlimited Edition To repair configuration problems in Salesforce Enterprise or Unlimited Edition: Ensure that the Salesforce user account that is used for Marketo sync has the proper permissions to read and write to the fields noted in the error message. Note The MSI Status on the Sales Insight tab will update to verify the config is valid after the next bi-directional sync. Marketo recommends that you check the Sales Insight tab to confirm the repair and that the MSI Status changed to Configured.

The Google Apps antispam system uses a unique means of allowlisting. Customers on shared IPs should allowlist Marketo's entire sending ranges, because we sometimes need to move customers between IPs for technical reasons. The way to allowlist a range in Google Apps is to configure a manual IP block with a pass through. G Suite enables you to specify an IP address or range of addresses within a domain, and allow messages from those addresses only. This feature is sometimes referred to as IP lock. In G Suite, you set up this feature in the Content compliance setting. IP lock is a method that readily enables an administrator to simultaneously whitelist all incoming traffic from a particular domain while equally preventing spoofing by manually defining the allowed IP ranges. The following instructions are particularly useful with domains that do not have an SPF record and/or use third party applications to legitimately spoof their address. Setting up IP lock with the Content compliance setting includes three separate procedures: Adding the domain, defining the allowed IP range, and setting the correct disposition and NDR. See this page of Google documentation for more information: Enforce 'IP lock' in G Suite - G Suite Administrator Help Instead of using a CIDR range, this interface asks for the first and last IPs in the given range. Here are ours: 199.15.212.0 - 199.15.212.255 199.15.213.0 - 199.15.213.255 199.15.214.0 - 199.15.214.255 199.15.215.0 - 199.15.215.255 192.28.146.0 - 192.28.146.255 192.28.147.0 - 192.28.147.255 94.236.119.0 - 94.236.119.63 185.28.196.0 - 185.28.196.255 103.237.104.0 - 103.237.104.255 103.237.105.0 - 103.237.105.255 130.248.172.0 - 130.248.172.255 130.248.173.0 - 130.248.173.255 Is this article helpful ? YesNo

With the evolving best practices and awareness around data privacy, Marketo will be upgrading how we handle form pre-fill. What change is being made? Starting April 24, 2019, Marketo will only pre-fill form fields if the URL used to navigate to the Marketo landing page contains a valid mkt_tok URL parameter value (which occurs when users click tracked links in Marketo emails). What that means is, any time a person is viewing a Marketo landing page with a form, the URL being used must contain the mkt_tok token in the query string, otherwise the form on that landing page will not be pre-filled. If the URL in the browser window does have a valid mkt_tok tracking token, then the form within the page will pre-fill as expected with data corresponding to the person record associated with that mkt_tok. Also note that if you are embedding Marketo Landing Pages within other web pages using an <iframe>, the mkt_tok would need to be passed from the parent page to the <iframe> URL if you intend for form prefill to work within the <iframe> How did it work before? Previously, Marketo landing pages would rely on Munchkin tracking cookies to identify known person records, and forms would pre-fill based on that cookie. Form pre-fill did not require being linked to a Marketo landing page from a tracked email link. Why is this changing? This upgrade is being made to provide a more consistent and more secure experience with Marketo’s forms. We have identified that, in the past, people have experienced scenarios where data pre-filled into a form didn’t always correspond with the actual person viewing the page. For example, people using a shared computer or those who may have been cookied incorrectly by clicking through a forwarded email, could end up viewing incorrect data associated with a different person. To provide a more consistent customer experience, and as a security enhancement, Marketo is upgrading the conditions under which the form pre-fill will display known customer information. In short, pre-fill will only work when users clickthrough links in Marketo emails, demonstrating that they have ownership of the email address associated with the known person record. Below is a list of different scenarios and how form pre-fill will work moving forward. Please note, these changes to form pre-fill will not affect any other functionality of Marketo Forms, including the progressive profiling feature. Scenario Will the form pre-fill? Notes Clicking a tracked link in a Marketo email to a Marketo landing page with a form which has pre-fill enabled Yes The email link must have mkt_tok enabled. Links that are not tracked or that have mkt_tok disabled will not work. Navigating directly to a Marketo landing page with a form which has pre-fill enabled No A direct link to the landing page will not have the mkt_tok present in the HTTP request. Refreshing a Marketo landing page with a form which has pre-fill enabled No The mkt_tok is stripped from the URL after Marketo Landing Pages load so refreshing the page will not include the mkt_tok in the URL. As a result, pre-fill will not work. Clicking a link in a sample email to a Marketo landing page with a form which has pre-fill enabled No The sample email will not have a valid mkt_tok attached to the link and so will not pre-fill the form. If you wish to test form pre-fill you will need to use a real email from a Marketo campaign. Navigating to a non-Marketo page that includes an embedded Marketo form which has pre-fill enabled No This behavior does not change with the upgrade. Pre-fill has never been supported for Marketo forms that are embedded on non-Marketo pages. Navigating to a non-Marketo page that includes an <iframe> pointing to a Marketo Landing Page that includes a form with pre-fill enabled With custom implementation The form within the Marketo Landing Page that is being loaded in the <iframe> will pre-fill if the mkt_tok value from the original HTTP request is passed along to the <iframe> URL Visiting a Marketo page with a mkt_tok that is not associated with the same person record as an existing Marketo Munchkin cookie currently stored on the browser No This will prevent the wrong person’s information from being displayed in cases where a computer is shared, or an email with a mkt_tok tracked link is forwarded to another person that may already be cookied as a known person in your database. Copying a Marketo tracked link from an email and sharing/pasting it externally (email, blog, chat, social media post, etc.) that enables another individual to click the tracked link Yes The tracked link in a Marketo email will redirect to a URL with the mkt_tok included, so anyone clicking this link will reach a page and see pre-fill data associated with the known person record from the “to” line of the email.

Issue You receive the "Subject is empty" error when attempting to approve an email which contains an emoji character in the subject line, and elsewhere in the email, emojis may fail to render. Solution Marketo can render any Unicode character up to 5.2 and any ASCII character, but this does not encompass emojis. The Marketo email editor will strip out any unsupported symbols. This is because we cannot guarantee the consistency of their appearance across platforms, as not all clients can render all emoji. Marketo only supports the text symbols that are generally then converted into emoji's by the recipient client or operating system. The basic symbols in a list such as https://www.copypastecharacter.com/symbols should work, as they are ASCII characters and not reliant on extra encoding. These are a set of accepted text symbols that will universally work on all clients and many will convert them to emoji. Just highlight the symbol from https://www.copypastecharacter.com/symbols, copy and paste it into your email. Alternately, you can work around this by q-encoding the emoji in UTF-8 format, which will render a string of code to add to your subject line. This code tells the email client to render the desired emoji. All you need to do is copy your desired emoji and run it through a Unicode to UTF-8 translation tool, such as https://onlinetools.com/unicode/convert-unicode-to-utf8. As an example, say you want to send a Happy Birthday email to a lead. You could copy the (birthday cake) emoji and run it through a translator to yield the code "=?utf-8?Q?=F0=9F=8E=82?=" Entering this code in your subject line without the quotation marks will render the emoji on the client's end, and render it in the design most compatible with their device/browser. With any email design, it's always important to test before a live send to confirm it appears the way that you expect it to.

Issue You want to re-map a synced SFDC field to a different field in Marketo. Solution Yes, it is possible to re-map Salesforce - Marketo fields after initial sync. For this you need to Contact Marketo support with a request for your current field mapping and your desired field mapping. You will need to provide the Marketo Field(s) and the Salesforce API Name(s), then format your request similar to the example below. Important Note Before initiating the re-mapping, please export the records and their field values from Marketo and import the values into their Salesforce or create a smart campaign to write the data from one field into the other. This is important so that there is no data loss after the remapping work has been performed. Marketo will not automatically push these values to SFDC, after the mapping is complete. Example Request Current Mapping: Field Label: [Marketo Field Name 1] CRM Field Map: fieldName__c (SFDC Lead) Field Label: [Marketo Field Name 2] CRM Field Map: fieldName__c (SFDC Contact) Desired Mapping: Field Label: [Marketo Field Name 1] CRM Field Map: fieldName__c (SFDC Lead) fieldName__c (SFDC Contact) Field Label: [Marketo Field Name 2] CRM Field Map: Limitations - Fields need to be of the same type (String/String, Date/Date, etc) - Fields can only have one of each object type (eg: A Marketo Field could be mapped to a SFDC_1 (Lead) field and a SFDC_1(Contact) field, but can not be mapped to both SFDC_1 (Lead) and SFDC_2 (Lead). - Fields can be mapped to a maximum of 2 SFDC fields - SFDC fields can only be mapped to one field in Marketo Please note that there may be additional limitations in certain circumstances. The Marketo Support agent that handles your request will provide any further details should such a situation arise.

Issue You have been receiving form submissions that appear to have bogus/nonsensical data in the fields, such as "kjsag@sm4.to" for email address, or "111-111-1111" for phone number, or in a Comment field other random nonsensical text. Solution Currently, there are no default settings in Marketo that prohibit a form submission if the required fields are filled out. A great workaround for addressing these bogus form submissions in Marketo is to implement a 'honeypot' field on the form. To do this, you will need to create a custom Marketo field, string type, and name it something distinctive (such as "spam" or "honeypot"). After creating this field in Marketo Admin > Field Management, place this new field on the form as a hidden field. Real live end-users do not see hidden fields, but spam bots will see them and fill out all available fields. So now when we see form fills with this honeypot field "not empty," we know that it was a bot fillout. Setting up the Honeypot Field Say that you have a Trigger Campaign that's having some issue with these spam/bogus form fills. In the flow of this campaign, you can add a flow step at the top: Remove from Flow, with a Choice. Choice: If Honeypot field Is not empty, then remove from flow Default: do nothing This way, the lead record is removed from the flow. You can also have other campaigns to handle these bogus form fills, such as a daily recurring batch to delete the record. Other Options Another method of dealing with bot fillouts is to enable a reCaptcha. In fact, a very prolific Marketo user has written custom code that you feasibly could use to enable a reCaptcha on the form! Check this out: https://codepen.io/figureone/pen/meybqN?editors=0110

Issue You want to view your current usage of the Marketo API. Solution Current usage of both REST and SOAP API can be found by following these steps: Go to Admin > Web Services Look at the API Call Information section. In the API Call Information section, you will see a line that says "Requests in the Last 7 Days:". The number next to that is the number of calls made to this instance in that time frame. The number is also a hyper-link that will allow you to break this down by API user. Each individual REST user will be its own row, while the SOAP requests will be in one line, using the given SOAP User ID within the SOAP API section just below.

Issue description: The token {{member.webinar url}} does not populate when you send a confirmation using an Email Program within the Event program. Issue Resolution: When you use an Email Program to send your webinar confirmation, the token {{member.webinar url}} is only able to look at the membership properties of the Email Program, not the top-level Event program. Because of this, it is not able to populate the token. Instead, you should send your webinar confirmations using a Smart Campaign inside the Event program.

Issue Description You have a record in Marketo that is a Contact in SFDC, and the record fails to sync with the error "INSUFFICIENT_ACCESS_OR_READONLY: insufficient access rights on object id." Issue Resolution This error can occur if the Record Type ID field is not updated in Marketo when the SFDC Lead is converted to a Contact. If the Record Type ID value displayed in Marketo is not valid for Contacts, the sync will fail with the error, "INSUFFICIENT_ACCESS_OR_READONLY: insufficient access rights on object id." To resolve this, you can update the Record Type ID in Marketo with the correct value from Salesforce, or you can delete the value from Marketo and allow the sync to write the correct value from Salesforce.

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.

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

Issue Your SFDC team wants to enable the SFDC feature associating contacts to multiple accounts. Solution If a contact is associated with multiple accounts in SFDC, the Company Name field will contain that primary account name – and Marketo will have no visibility into the fact that the contact is also associated with other accounts. One way to do this in Marketo is actually to create a purposeful duplicate of the contact- one associated with the first account, the other associated with the second account and so on. At this time, there are not any plans to enable people in Marketo to be associated with multiple accounts.

Issue How "And/Or" logic is applied to constraints in Smart List filters and triggers. Solution In Smart List filters, additional constraints act as "and" logic. Example: Was Sent: [this email asset] between this date range min number of times: 2 will function as Was Sent: [this email asset] -and- between this date range -and- min number of times: 2 When you have multiple values inside a single constraint, that is "or" logic. Was Sent: [this email asset OR that email asset] There is not a way to change the logic of constraints, so if you wish to have some sort of 'Or' between constraints then you would have to use multiple filters with 'OR logic between them.

Issue Description Changing your primary domain can be a bit of a daunting task if you don't know where to start, this guide will walk you through the steps you will need to take to use a new domain with your Marketo instance. Issue Resolution Create your new Landing Page CNAME and point that to your Marketo instance. If this new CNAME is going to be used as your primary domain, then the original Domain Name in Admin > Landing Pages will need to be changed to reflect your new domain. The original domain should be added as a domain alias so any URLs referencing the original domain will continue to work. https://docs.marketo.com/pages/releaseview.action?pageId=2360189 https://docs.marketo.com/display/public/DOCS/Add+Additional+Landing+Page+CNAMEs Adding a new primary branding domain (CNAME) for emails is also recommended when changing domains. This will allow tracked links in emails to reference the new domain going forward. You'll want to leave the original branding domain (CNAME) active and listed so that tracked links in any previsouly sent emails will continue to work. https://docs.marketo.com/display/public/DOCS/Add+an+Additional+Branding+Domain If you plan on signing your emails with your new domain, setting up a new SPF/DKIM record is recommended to help keep your deliverability rates as high as possible. https://docs.marketo.com/display/public/DOCS/Set+up+SPF+and+DKIM+for+your+Email+Deliverability https://docs.marketo.com/display/public/DOCS/Set+up+a+Custom+DKIM+Signature

Note: This document applies to the Marketo Secured Domains for Tracking Links product only. Every link you include in your Marketo emails will have tracking code automatically appended when sent. For those in highly regulated industries, your company may require that you securely encrypt the Marketo tracking links. Remember that Marketo takes the URLs you place inside of emails and shortens them using the "Branded Tracking Link" domain (this is another CNAME you set up in Marketo under Admin--> Email). These tracking links are how Marketo enables you to track engagement with your emails. Setting Up Secured Domains for Tracking Links instructions - Setting Up Secured Domains for Tracking Links Do I need to secure my Tracking Links? If your company (likely IT) has implemented HSTS, you WILL need to secure your tracking links for your recipients' email->web page redirect to function correctly. Additional information on HSTS, including how to check if it's been implemented on your domain can be found here: SSL: The HSTS Policy and Your Marketo Subdomains. HSTS is a web server directive companies may choose to enforce which forces all subsequent requests for resources on that domain to be loaded through HTTPS. This is most common for those in highly regulated industries, such as financial and healthcare institutions. Please note, enforcing HSTS does not also convert Marketo tracking links in emails to HTTPS - that must be done via Marketo Support. Other Helpful FAQs What is Marketo Secured Domains for Tracking Links? This secures the tracking link domains (which is what makes the URLs appear as HTTPS instead of HTTP) by providing the SSL certificate for each unique domain. Please note tracking links are NOT the same as your SPF/DKIM domain, which is the domain from which your emails are sent., whereas this is the domain located within your emails that tracks click-throughs. How many domains can I secure with the Secured Domains for Tracking Links? Technically, there is no limit to the number of tracking link domains a customer may have. The base Secured Domains offering included on all subscriptions covers the cost to secure your first tracking link domain; however, if you need more, you may simply add additional domains to your contract a la carte, so you only pay for what you need (in contrast to the previous bundled offering). Contact your Marketo Customer Success Manager for more information. How is the Secured Domains for Tracking Links product different than the Secured Page Services, SSL for Tracking Links service? Unlike the legacy SSL-only service, Secured Domains not only generates and auto-renews all certificates needed for securing your domains, but provides an exponential layer to what 'secured' entails - it's not just an SSL certificate anymore. For a full explanation of Marketo's Secured Domains offering, and how it differs from just the SSL certificate, please see this Nation Post or check out this Marketo Blog Post about cyber-security and marketing. What setup/configuration is required before securing my Marketo Tracking Links? You must configure (brand) your CNAMES for Email Tracking links. More information here: Brand Your Tracking Links Can I secure my tracking links without securing my Marketo landing pages? Technically? Sure. But while secured tracking links have yet to be enforced by email clients, secured landing pages have been enforced by browsers since 2018, which is why we include both in our base bundle. The general public is far more likely to not stick around or enter personal data on an unsecured landing page than they are to not click an unsecured tracking link. Do I need to provide a TLS/SSL Certificate? No. Secured Domains moves 100% of the SSL ownership to Marketo - all aspects of procuring, managing and renewing certificates is done automatically without human interaction. In fact, we only allow customer-provided certificates on an exception-only basis, OR if you require an Extended Validation (EV) type certificate. What Certificate Authority issues the certificate(s) for the Marketo’s Secured Domains for Landing Pages product? The certificates are authored by DigiCert. What type of certificate is provided? We produce a pack of two certificates; The primary certificate uses a P-256 key, is SHA-2/ECDSA signed, and will be presented to browsers that support elliptic curve cryptography (ECC). The secondary or fallback certificate uses an RSA 2048-bit key, is SHA-2/RSA signed, and will be presented to browsers that do not support ECC. Will my domains be on a shared SSL certificate with other companies? As part of our Secured Domains products, each of your fully qualified domain names will get its own certificate. That means you will not be on a shared certificate with other companies. Can I provide my own SSL certificate(s) to secure my domains? Not unless it's an Extended Validation (EV) type certificate. Marketo can only automatically renew the certificates we generate to secure your domains. Are security headers applied to my tracking link domain? Security headers are applied to tracked links in emails that are sent to your leads. The tracking link domain itself (e.g. https://click.example.com) will not return all security headers. The subdomain itself does not host content and is not intended to be browsed. Marketo Support will not respond to security scans performed on the tracking link domain itself.

Issue You try to send a sample of an email and receive a notice that the send sample failed. Solution There are two token-related reasons that Send Sample may fail: You may have an invalid value for a token in your email. If there is an incorrect token value, the send sample will not work. Example: If you have the token for first name written like this {{lead.FirstName:default=Hello}}, when you try to approve the email Marketo will let you know that the token value is incorrect. The correct token value is {{lead.First Name:default=Hello}}. For this example if you change the token value to {{lead.First Name:default=Hello}}, Marketo will allow you to approve the email and it will allow you to do a send sample. You may have a token in the From or Reply-To line that is not populating with an email address Example: If you have a token in the Reply-To like this one, {{lead.Email Address:default=edit me}}, then the Send Sample using the default will have "edit me" in the Reply-To, which is not an email address. Marketo cannot send an email without a Reply-To email address, so the Send Sample will fail. If any of the above does not apply, run the following tests and provide the information to Marketo Support Clone the email in question and test to send as a sample Create a new email and test to send as a sample Send the email via a live campaign or a single flow step to a test lead

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Durable Unsubscribe

How Campaign Processing Works

How to Repair Marketo Sales Insight Setup & Configuration Problems

Allowlisting with Google Apps

Form Pre-Fill Feature Upgrade

Maintaining a Directory of Leads Bouncing Emails

Using Emojis in Marketo Emails

Re-mapping SFDC – Marketo Fields

Dealing with Spam or Bot Form Fillouts

Viewing Your Number of API Calls to Marketo

Token {{member.webinar url}} not populating in email

SFDC Contact sync fails with error "INSUFFICIENT_ACCESS_OR_READONLY: insufficient access rights on object id"

Managing Authorized Support Contacts

Submitting a Support Case to Marketo Support

Associating Contacts to Multiple Accounts in Salesforce

And/Or Logic in Trigger and Filter Constraints

Changing Domains

Overview & FAQ: Secured Domains for Tracking Links

Top Blocklists - What You Need to Know

Send Sample Fails