Knowledgebase

Sort by:
When a new lead enters Marketo from a  form fillout or  List Import,  Marketo automatically searches for a lead with the same email address.  If that lead exists, the existing lead is updated instead of creating a duplicate. However, Marketo does not automatically de-duplicate leads who are already in your database. This is especially a problem for new customers who often have many duplicate leads in their database. Also, if you add a new lead directly into Salesforce ( through the Salesforce import process or web-to-lead forms) Salesforce will create a duplicate lead that gets synced into Marketo. When this happens, you can use Marketo to find and fix those duplicates.   How Marketo handles duplicates   The primary consequence of duplicates is that one lead record could have the most relevant information about that lead while your sales rep is looking at the incomplete duplicate.   For example, say that you have a duplicate lead in your database and that lead fills out a form on your website. Marketo generally updates the lead record that was most recently updated. In another case, say you run a campaign to email your lead database and two duplicates are included in your campaign run. Marketo automatically detects the duplicate email address and ensures that only one email is sent to that lead. That email send and subsequent activity will be attributed to the most recently updated lead. When you merge leads, their entire history is combined, and you can control which fields are kept in the final lead. You won't lose any information or tracking.   Most customers have many duplicates when they start with Marketo. After initially de-duplicating your database, the work to keep your database de-duplicated is usually very small. You should work to stop the sources of duplicate leads and make Marketo your single point of entry for all new leads.   Finding Duplicates   Go to the Lead Database section of the app. Then click on the Possible Duplicates list in the tree. Click the grid header that says Email .  You can sort by email address to see the duplicates next to each other. Selecting multiple leads Select two leads that have matching email addresses.  You can do this by holding the "control" key down while clicking on the two different leads.  (You can merge more than two at a time, but start with two.) Tip: Sometimes clicking too fast will make the grid select incorrectly.  Clicking a little slower usually helps. When you have two rows selected or highlighted, click the Merge Leads button in the toolbar.   The Merge Dialog A dialog will appear showing you all the fields that differ between the two leads.  You need to pick which values to keep in the merged lead.  Not every field is displayed -- just the ones that you need determine appear. By default, the values from the most recently updated lead will be selected (with a check and highlighed yellow). To pick a different value for the merged lead, click the checkbox next to that value. If you want to enter your own values for the merged lead, click the Custom field for that row then type in your own value: When you're done, click Merge .  The winning values will be kept in the merged lead; the other values will be discarded. Important : Clicking merge will instruct Salesforce to merge the records properly.  All Salesforce and Marketo activities are merged into the remaining lead.  Nothing is lost.  Campaign History is also kept.   Duplicate pattern matching You will notice that the Possible Duplicates list has a Smart List tab.  Click on the Smart List and you will see it's using the "Possible Duplicates" filter on the "Email Address" field. You can change this filter to search other fields for duplicates. Click the little green plus in the definition. Note : You should use only one Duplicate Fields filter in your Smart Lists.  If you want to check multiple fields, always use the green plus button to add multiple fields; don't drag in a second filter. When you change the Duplicate Fields filter, you should sort the Leads grid by the column you're checking to put the duplicates next to each other. EasyMerge Program Marketo offers a service for mass-merging of duplicates.  Please contact your Customer Success Manager to inquire about this service. What happens when I merge two leads in Salesforce? When you merge leads or contacts in Salesforce, Marketo will also merge the matching leads in your lead database. See this article to learn more about how that works: https://docs.marketo.com/display/public/DOCS/Find+and+Merge+Duplicate+People#FindandMergeDuplicatePeople-EffectinSalesforce    
View full article
Issue Description You tried to send a test email through Tout but it is saying that you need to set up an SMTP server.  The email identity set-up has the Tout servers enabled in my account. Issue Resolution We no longer offer ToutApp Default delivery channel. Customers can either use office365, gmail, or a custom delivery channel. The easiest way is to connect to their gmail account and use gmail as the delivery channel. Here are some docs that will help with set up as well as basic information around smtp servers & delivery channels: https://docs.marketo.com/display/DOCS/Setting+up+Your+Delivery+Channel https://docs.marketo.com/display/DOCS/Verify+Your+Email https://docs.marketo.com/display/DOCS/Setting+up+an+SMTP+Server Who This Solution Applies To ToutApp Customers
View full article
As you know, Marketo issued a security patch on 4/6/16 in order to strengthen token encryption within email links. At Marketo, security is a top priority and we will continue to invest in changes that make the platform more robust. In reference to this patch, Marketo Support has been answering several common questions that are documented here for your reference. Please find this information below and, as always, contact Marketo Support if you still have any unanswered questions. Are all email links impacted by this patch? No, the vast majority of links within emails are not impacted in any way. By default, Marketo converts all email links to shortened tracking links. These links were not impacted by this patch. These links should continue to function as expected, regardless of when your email was sent. Note: This also applies to any links that contain the “mktNoTrack” or “mktNoTok” class. These links were also not impacted by this patch. Which links were impacted? The only links that were impacted were links that contain pre-generated mkt_tok values. There are three ways these type of links can be present in your email: 1.  You use one of the following system tokens in your email: {{system.viewAsWebpageLink}} {{system.unsubscribeLink}} {{system.forwardToFriendLink}} 2.  You use the “Include View as Web Page” option in the Email Editor and your Admin > Email defaults for “View as Web Page Text” explicitly includes an mkt_tok value like this:  mkt_tok=##MKT_TOK## 3.  You use Marketo’s default functionality to auto-insert “Unsubscribe” footers at the bottom your emails and your Admin > Email defaults for “Unsubscribe Text” explicitly includes an mkt_tok value like this:  mkt_tok=##MKT_TOK## How will behavior change for these links? 1.  System Tokens For emails sent out prior to 4/6/16: {{system.viewAsWebpageLink}} - Any pre-patch emails that contain {{system.viewAsWebpageLink}} links will now direct users to a page indicating that the lead-specific email cannot be rendered. Users will, however, have the option to instead see a generic view of the email (no lead tokens, dynamic content, etc.). {{system.forwardToFriendLink}} - Any pre-patch emails that contain the {{system.forwardToFriendLink}} link will no longer function. Currently, users will see an error message on click. {{system.unsubscribeLink}} – Any pre-patch emails that contain the {{system.unsubscribeLink}} link will continue to function and point users to your unsubscribe page. However, the unsubscribe form will not support prefill for this visit. Note: For all of the above system tokens, any emails sent out post-patch are not impacted. 2.  “View as Webpage” - If you implement a “View as Webpage” experience in your emails by using Marketo defaults, selecting “Include View as Web Page” from the Email Editor, then you will see the following behavior: “View as Webpage" links inserted into the HTML side of emails are not impacted. These links should continue to function as expected, regardless of when your email was sent. “View as Webpage" links inserted into TEXT side will behave similarly to {{system.viewAsWebpageLink}}. For emails that were sent prior to 4/6/16, these links will direct users to a page indicating that the lead-specific email cannot be rendered. Users will have the option to instead see a generic view of the email (no lead tokens, dynamic content, etc.). Note: any emails sent out post-patch are not impacted. 3.  “Unsubscribe” - If you implement an “Unsubscribe” experience in your emails by using Marketo’s defaults, then you still see the following behavior: “Unsubscribe" links inserted into the HTML side of emails are not impacted. These links should continue to function as expected, regardless of when your email was sent. “Unsubscribe" links inserted into TEXT side will behave similarly to {{system.unsubscribeLink}}. For emails that were sent prior to 4/6/16, these links will continue to function and point users to your unsubscribe page. However, the unsubscribe form will not support prefill for this visit. Note: any emails sent out post-patch are not impact
View full article
Issue Issue Description A field cannot be hidden, renamed, remapped, or merged into another field while it is being used by any assets in the system - where do you find what is using that field?   Solution Issue Resolution Go to the Admin section in Marketo Click on Field Management in the left sidebar Locate the field through the Search on the right There is a "Used By" section that shows the forms, smart lists, and smart campaigns, and any other assets using that field Go to those assets and remove the field name from it.  Sometimes the asset is a Smart Campaign with an unusual name, which may indicate is a background campaign for something like an Engagement Program, Segmentation, or Revenue Cycle Model.  In that case, you will need to go to the program or model using the background campaign and remove references to the field there.   If you are certain that the field you are trying to hide is not being used by any assets, yet it is shown as being used by other assets in Marketo, please raise a support ticket. Marketo Support can verify if the field still has any references within an asset. If not, Marketo Support can delete the dependency in the database so that the field can be hidden.
View full article