Knowledgebase

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 see email clicks in a lead's activity history but no corresponding web page visits to the Munchkin-tracked page. The clicks happen immediately upon delivery of the email, or sometimes even before the delivery is logged. Solution Issue Resolution This is usually caused by email security software on the receiving email server. The security software tests the links to make sure they are not malicious and this causes Marketo to log a click activity for the email. Because the security software does not actually open the web page in the browser, there is no web page visit logged.   Your emails are more likely to be link tested if your sender reputation is low. For more information on link testing, see the following documents. Understanding a Spike in Click Activity Cracking the Inbox Code: Barracuda    

What is the Golden Shield Project? The Golden Shield Project, commonly referred to as "The Great Firewall of China", is an initiative by the Chinese government designed to monitor and heavily censor all internet content. While most firewalls offer a protective shield around a corporation, Golden Shield places one around an entire country. Years in the making, the Golden Shield began operation in 2006.   How does it affect me? If you are sending email to China, it will be subjected to significantly stricter email filtering than any other country in the world. This could result in email delays, delivered emails with unclickable links, or flat-out non-deliverability.   What can I do to ensure email delivery? While there is no guaranteed way to ensure delivery (to anyone for that matter), there are some best practices you can follow that can improve deliverability when sending to China. Avoid commonly filtered content: Political and religious content aren’t only hot-button topics at dinner, they can also earn your email a one-way ticket to the spam folder. You should also refrain from using generic salutations, such as “Dear Friend.” In fact, don’t use the word “Dear” in your greeting at all. You should however consider using a first name token to personalize the greeting. Proper language: If you’re not fluent in Chinese, avoid using free online translation software. Incorrect or mangled grammar can result in your email getting discarded (note: this practice is applicable to all foreign languages). Pay the money for a good translation service. Be sure to use simplified Chinese characters as opposed to traditional. Mind your links: Marketo adds click-tracking to all links, allowing you to track the recipient’s actions. Due to the stringent filters in China, you’ll have better odds of links even working if you disable click-tracking (even when click-tracked links do work, their numbers are often inflated due to the extreme filtering practices). Additionally, if you ever have the option to purchase the top-level domain for China, (.cn), do it. The URL www.mysite.cn will have a better chance of loading than www.mysite.com. Font size: In terms of deliverability, font size matters. Anything below a 10-point font can be misconstrued as an attempt to sneak something in, thereby exposing the content to additional filtering. Keep a clean list: China is known for its high attrition rates when it comes to email lists. If an email address does not interact (open or click) with an email after 2-3 sends, it may be abandoned. Continuing to mail to this type of email address can have an adverse effect on your sending reputation, and subject you to further filtering. Contact Marketo for large qq.com sends: If you plan on mailing to a list north of 25k to qq.com, please contact Marketo Support so they can create a whitelisting request for our Privacy Team.  Sending from a dedicated IP is required for this request.   How do I check if I am blacklisted in China? There are multiple sites that can give you this information. One we sometimes use is: http://www.blockedinchina.net/. Be sure to check domains and sub-domains (if you use them).   What can I do to get off the blacklist? Nothing at all, unfortunately.  Listing are often dynamic and will resolve on their own when reputation improves or the content is not flagged.   Since I can’t do anything to be removed from the blacklist, what can I do to avoid landing on it going forward? Being blacklisted is only temporary 99% of the time (length of blacklisting will vary). Our best advice is to follow the above best practice tips.   Is there anything else I should know? Countries such as China and Japan are huge players in the mobile market, so be sure to keep mobile best practices in mind when designing emails. Marketo cares about your success. To stay on top of trends, we monitor and receive reports from CASA (Chinese Anti-Spam Alliance). If you have any additional questions, or if you feel that you're being impacted by the Golden Shield, please contact Marketo Support.

Issue Email get delivered initially but after a while, the email bounces stating 550 error. Solution This is a behavior of a particular type of Bounce called an Out of Band bounce ( OOB). The Send, Delivered and then Bounced sequence tells us that the email was initially accepted, but then due to a variety of reasons (or categories) it was rejected. This type of bounce is not uncommon, but are relatively rare. If you look at the lead record , you'll see that there will be an "Email Delivered" activity right before this bounce message which is what makes it "Out Of Band" . There isn't really any way Marketo can control it--it's entirely up to the recipient mail server. Many times this happens when a recipient mail server takes in emails in through a main server, then dumps them over to a secondary server. The first one that takes in the email gives back the "Email Delivered" message. Then the secondary server evaluates each email based on the spam filters and against known email addresses in their system. If the secondary server gets invalid email addresses or filtered out as spam, they'll then be bounced, causing the bounced message after the delivered message. 

On the Schedule tab of a Smart Campaign, you'll see a count of the number of leads who are blocked from receiving emails:     Here are the reasons why your lead might be blocked from a mailing: Unsubscribed = True Email Invalid = True Marketing Suspended = True Blacklisted = True Email Address is empty Email suspended at in past 24 hours Leads that are blocked from mailings will run through the campaign's flow. However, these leads will be ignored any Send Email flow steps. They will execute all the other flow steps of the campaign. Note: If your Email is flagged as an Operational Email, Marketo will ignore the Unsubscribe and Marketing Suspended flags when running the Send Email step - but these leads will still count in the number blocked from mailings. Getting a list of all blocked leads First, set up a Smart List in your Lead Database to find all leads blocked from mailings as shown below. Make sure to set the list for ANY filter as highlighted below:   To find leads were blocked in a campaign you already ran, filter for leads in the Leads Blocked From Mailings list you just built and members of that campaign: To find leads will be blocked in a campaign you are going to run, filter for leads in the Leads Blocked From Mailings and re-create the Smart List for your campaign:    

Welcome to your Marketo Account Group.  This is a group area that is private to your company.  Only people that your Marketo Support Admin invites to this space can be involved in the conversations you have and the content that you create. You might be asking yourself how you are going to use this space or how does this space benefit the work that you are going to do?  You can think of this space as our toolkit, meeting room, notebook, communication portal all wrapped up in one convenient location. Here are a few ideas on how this space can be used. Communication with your team Use this area to start your own discussions or use it to ask your own team questions.  If you are working on a project, you can list our tasks, activities, and milestones to be shared and updated with your team.  Work efficiency always involves everybody staying informed and the key to that is a single source or information. Build your own Marketo Reference Kit Utilize the wealth of resources that Marketo has by creating your own reference kit of Help Articles, Support Solutions, Videos, and posts that you and your team find useful and will be useful for any new members to are added to your group. Record your Marketo history Marketo is a powerful tool  that offers a lot of flexibility and features in building your campaigns and communications, but all the logic and thought behind how your work is structured can be lost if someone else needed to. Create your own documentation and content If you have customized solutions or FAQ's that would benefit your team, you can create your own documents that are visible only to this one space.  Use this space as a private repository of knowledge for your team.  If you feel your content can be a benefit to the rest of the community, you are always welcome to share with the rest of the Marketing Nation. A link to Marketo Support If you have a problem that requires some assistance from the experts, your authorized support contacts can use the CaseConnector app in this space to submit a ticket to our support team.  The CaseConnector is also used to manage your current cases and view your closed cases also. A Customer Account Manager channel Your Marketo Customer Account Manager can use your space to contact you and check in to ensure that your goals are on track with the work that is being done.  Post a discussion and @mention your CAM and they can respond to you and your team. So there you have it, just a few ideas of how this Account Group can be used.  There are countless other ways to take advantage of this private are and the different actions that you and your team and build on.

Issue Description Integration is not able to see a webinar that has been set up as a "Simulated Live" record type in GoToWebinar Issue Resolution This is not currently possible as the Launchpoint integration between GoToWebinar and Marketo does not utilize version 2 of the GoToWebinar API and v2 is required for "simulated live"  (recorded) webinars. Who This Solution Applies To Customers integrated with GoToWebinar

  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.  

Overview It can be difficult sometimes to know how many trigger campaigns you have running or where they’re located. Marketo can show you where they all are inside of the Campaign Inspector. This article will show you where to find Campaign Inspector and what to look for when you’re going through it. Turning on Campaign Inspector Campaign Inspector isn’t enabled in all Marketo instances by default, but it can be switched on pretty quickly. To turn on Campaign Inspector: 1. Log in to your Marketo instance. 2. Click on the Admin link at the top of the window. 3. Click on Treasure Chest. 4. On the Campaign Inspector section, click EDIT. 5. In the dialog window that appears, check the Enabled box and click the Save button. If you have trouble turning on Campaign Inspector, please Contact Marketo Support Finding Campaign Inspector The Campaign Inspector is a tab located inside of Marketing Activities. Once it’s enabled, you will find it right next to the Marketing Activities tab. What does Campaign Inspector show? The Campaign Inspector will show you the active trigger campaigns or recurring batch campaigns that you have in your Marketo instance. As you can see, the details can be sorted by Campaign Type, Campaign Name, Triggers Used, Activity Filters, Flow Actions used, and the date it was last modified. Searching for specific campaigns At the bottom of the window, there is a search field where you can search for specific campaigns. For example, in the screenshot above, you’ll see an operational campaign with triggers listening for emails that have bounced. If you search for the word “bounce” in the quick find, these campaigns will pop right up! Makes it really handy when you have large numbers of campaigns running! Exporting the results One of the great benefits of Campaign Inspector is that it has the ability to export results! Just click the export button at the bottom on the toolbar and you’ll get the spreadsheet downloaded.

Issue Description An Email with only emoji in the subject line is displaying "Subject is empty" error and is not approving, or emoji fail to render elsewhere in the email. Issue Resolution If the subject line only consists of emoji, consider adding text. The Email Editor was not designed to insert emoji. However some have been able to insert emoji from outside sources. Those with the most success are inserting UTF-8 encoded emoticons. This specific encoded emoticon can be inserted (copy/paste) through a 3rd party website, located with a general web search: "UTF-8 emoticons/emoji". If the inserted emoji has a different encoding, it may fail to render in the Email Editor, and it may fail to render upon delivery as well. Rendering upon delivery will be reliant on the recipient server. If the emoji is considered invalid, then the 'diamond with question mark' character may remain. Alternatively, basic symbols could be used instead of emoji, as they are ASCII characters and not reliant on extra encoding. 3rd party sites, identified with a websearch: "ASCII symbols", can be a resource. Another option can be q-encoding the emoji in UTF-8 format to render a string of code that can be used. This code tells the email client to render the desired emoji. To q-encode, copy and paste the desired emoji through a Unicode to UTF-8 translation tool, such as https://tools.bluestatedigital.com/kb/subject-line-assistant ​and then insert the translated code.

FAQs Included in this Article: Overview Are RTP campaign designs responsive Can you see how your RTP campaigns will be displayed on multiple devices Can campaigns be displayed only on one page Can I insert JavaScript to RTP campaigns Can RTP campaigns be blocked by ad blockers or JavaScript blockers Does marketo RTP support animated GIF files Does RTP impact SEO Does RTP support HTML5 How does Any Page in the Target URL field work How does RTP A/B testing work How accurate is RTP's reverse IP geolocation targeting How to use the User Context API segmentation What are the recommended sizes for RTP campaigns What is a conversion in RTP What is the limit of organizations you can target for an RTP campaign What is the limit of names allowed in the 'Organizations' criteria What is the limit of rows exported in an Excel export What is the limit of Zip Codes allowed What is the limit of segments allowed   Overview Segments and campaigns are powerful tools in the Web Personalization platform for targeting groups of potential leads and pushing them relevant content. Segments allow you to target your audience based on demographic fields like organization, location, and lead status, or based on behavioral fields like number of visits, mobile device used, or search terms used. Campaigns use segments to personalize your marketing efforts, allowing you to deliver relevant content to specific segments of your audience. This doc will answer some of the most frequently asked questions about segments and campaigns in RTP. If you would like to first learn the basics of using segments and campaigns, read through this collection of documents that will get you started: Getting Started (RTP)     Are RTP campaign designs responsive Yes. This means that RTP campaigns will work on mobile devices and will adapt to the sizing of mobile websites. Only Dialog and Widget campaigns are affected by screen sizes, as In Zone campaigns behave as embedded parts of the website. There are RTP Mobile Templates for fitting dialog campaigns to all mobile screen sizes.   Furthermore, in the segment editor, you can segment by mobile device type and manually create campaigns that appear differently on different devices.     Can you see how your RTP campaigns will be displayed on multiple devices In the campaign editor, you can use the preview tool to view how an RTP campaign will look. This tool will allow you to change the view settings to preview your campaign on all different kinds of devices with different screen sizes.     Can campaigns be displayed only on one page Yes, this can be done by using the "Include Pages" field in the segment editor        Go to the Segments page and hit the Edit button on the segment associated with your campaign        Use the Include Pages field to enter the specific page that you wish to have the campaign display on        You can also use this field to include any page with a specific keyword in the URL. To do this, use wildcard characters (*) which will match any sequence of characters. For example, "*product*" will match any URL that contains the keyword "product".     Can I insert JavaScript to RTP campaigns The RTP's campaign editor supports any standard and valid HTML, JavaScript, or CSS codes. Invalid codes will be stripped off the campaign's HTML   While using valid HTML, JavaScript, or CSS will work as expected, the use of jQuery can be problematic. Campaigns generally load very fast, especially In Zone campaigns, and they will often load before jQuery even exists on the web page. This can cause error messages in the developer's console or issues loading the campaign. If you need to use jQuery on your page, contact Marketo Support and we can try to come up with a simple workaround. Advanced solutions will need to be developed by a third party developer or the PS (product services?) team.     Can RTP campaigns be blocked by ad blockers or JavaScript blockers Basically, no. For a more in depth answer, please see Web Personalization (RTP) - Can RTP Campaigns Be Blocked by Ad Blockers or JavaScript Blockers     Does marketo RTP support animated GIF files Yes, we do support both static and animated GIF files in RTP campaigns. We do still recommend you preview and test the campaign to assure that the GIF appears as you hoped it would.     Does RTP impact SEO RTP does not affect any SEO performance and in some cases it can even improve SEO ranks due to longer website engagement. Search engines use robots to crawl through the content of web sites, which happens before RTP runs campaigns and personalizes content. This means that content from RTP does not get picked up by the search engines' robots, and will not contribute to a web page's rank. In many cases, RTP will actually improve a web page's SEO rank. Since RTP can increase engagement among a page's visitors, it can improve behavioral metrics like average time on a site, pages per visit, etc.     Does RTP support HTML5 Yes, all campaign types in RTP support HTML5.     How does Any Page in the Target URL field work The "Any Page" option in the target URL means that once the visitor matches the target segment, the campaign will be shown regardless of which page they are on within your web site.     How does RTP A/B testing work A/B testing a campaign consists of deploying slightly different versions of a campaign to test which version performs the best. To learn how to A/B test a campaign, see AB Test Your Web Campaign   The test works by randomly selecting a certain percentage of users to see one version of the campaign, and the rest see the second version. If the campaign is set to be Sticky (you can find this option in the campaign editor, shown below), the visitor will see one version of the campaign for their entire session on your web site. This means if the user is first shown campaign B, they will keep seeing campaign B until the end of their session. In that visitor's next session, they may see either campaign A or B.   If the campaign is not Sticky, the visitor will only be shown the campaign once during their session, whether that be campaign A or B. In their next session, they will again only be shown the campaign once, and again it could be either campaign A or B.     How can RTP recognize the search term When you visit a web page, your browser will keep track of the URL of web page that you were on directly before getting to that page. This is known as the "referral" URL. With the referrer URL, it is relatively simple to extract the search terms.   RTP uses this ability to extract search terms from the referral URL to determine the search terms used and record them in Marketo.   Unfortunately, Google has recently begun to withhold and encrypt much of this data, making it impossible for RTP to extract the search terms in some cases. For now though, you will still be able to get all search terms from other search engines like Yahoo and Bing.     How the RTP industries and organization groups are defined Industries In the segment editor there is an option to target visitors that come from specific industries, including: Agriculture & Mining Business Services Computers & Electronics Consumer Services Defense Education Energy & Utilities Financial Services Government Healthcare, Pharmaceuticals, & Biotech Manufacturing Media & Entertainment Non-Profit Other Read Estate & Construction Retial Software & Internet Telecommunications Transportation & Storage Travel Recreation and Leisure Wholesale & Distribution   Marketo uses advanced machine learning algorithms to determine the industry based on data from _____. Marketo also uses keywords in the organization's name to get a better match for its industry. For example, an organization named "UCSF Medical Center" probably belongs to healthcare just based on the name itself, and "Stanford University" probably belongs in Education.   Organization Groups You can also target visitors in companies of various sizes, or Organization Groups, including: Fortune 500 Fortune 1000 Global 2000 Enterprise SMB   Marketo uses Forbes' annually updated lists to determine companies in the Fortune 500, Fortune 1000, and Global 2000 groups. Enterprise companies are defined as those with more than 1,000 employees and revenue greater than $250 million. SMB companies are all (non-ISP) organizations that are not defined as any of the above.   For more information on segment categories, visit: https://docs.marketo.com/display/public/DOCS/Using+Web+Segments     How accurate is RTP's reverse IP geolocation targeting IP based geo-location targeting has a 95% accuracy rates for country level and around 85% for states. For ISPs (Internet Service Providers) it is less accurate, because they often use different physical proxies and change their routing more often. Over time we follow the changes and update our database continuously.     Is it possible to redirect target visitors to specific pages Please see Web Personalization (RTP) - Redirect Targeted Visitors to Specific Pages     Is it possible to use segmentations from the Lead Database in RTP Currently this is not a feature that RTP supports. However, see this document if you wish to implement a work-around.     Is there a way to restore a deleted campaign There is no way to restore a deleted campaign in RTP. However, if you need to restore a deleted campaign, contact Marketo Support and it can be done if it was recently deleted. Unfortunately even restoring the campaign through Marketo Support will not restore the campaign's performance statistics.     RTP or CMS campaigns - which will win CMS campaigns are generally injected to the web page, meaning it runs before the page loads. RTP, on the other hand, runs as the page is loading. Since RTP campaigns run after CMS campaigns, they will override the CMS campaign and the page will only show the RTP campaign.     How to use the User Context API segmentation The User Context API is a very advanced and technical functionality. All of its documentation can be found here, on the Marketo Developers database.     What are the recommended sizes for RTP campaigns Of course the size of your RTP campaigns is up to your discretion, but here are our recommendations for various types of campaigns: Dialog (Square Pop-up): 250 x 250 pixels Widget (Medium Rectangle): 300 x 250 pixels For more standard sizes: https://en.wikipedia.org/wiki/Web_banner#/media/File:Standard_web_banner_ad_sizes.svg     What does the "Marketo Email Campaign" option mean When creating a segment with the filter "Marketo Email Campaign", the segment will only match visitors that visit your website after clicking an email in the specified campaign.       What happens when a visitor qualifies for more than one campaign When a visitor qualifies to see more than one campaign, depending on the types, you may see multiple campaigns on the page or only one. Below is a table explaining what happens when a visitor qualifies for two campaigns:     When only one campaign is to be shown, the campaign that is displayed is chosen randomly between the two. When a visitor qualifies for two In Zone campaigns with the same Zone ID, the campaign that is displayed is also chosen randomly.     What is a conversion in RTP A direct conversion is a visitor that became a lead after clicking on an RTP campaign. In a summary report, you will see the Direct Lead Conversion Rate, which is simply the percentage of clicks on the ampaign that lead to direct conversions.     What is the limit of organizations you can target for an RTP campaign There are no constraints on the number of organizations included in a campaign.     What is the limit of names allowed in the 'Organizations' criteria The limit is 100 names. It is a best practice to use dynamic lists instead. Dynamic lists will generally perform better because they are designed to index and handle larger lists.   What is the limit of rows exported in an Excel export By default, RTP limits the number of rows in an Excel (CSV) export to 100.  If you need more rows than that, you can increase it by going to User Settings and changing the value for 'Number of Rows in Excel Export.'  The maximum allowed is 10,000 rows     What is the limit of Zip Codes allowed You can enter up to 6,500 zip codes. They must be separated by semicolons (01234;12345; etc.)     What is the limit of segments allowed The segment limit varies: it can be 30, 60, or unlimited depending on your Marketo subscription type. If you have reached your subscription's limit, you will want to clear out segments that are not being used.   If you get an error message saying you've reached your limit, yet you believe your subscription makes you eligible for more segments, contact Marketo Support.