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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?

Issue You need to locate the Munchkin ID for a specific Marketo instance. Solution What is a Munchkin ID? Marketo's custom JavaScript tracking code, called Munchkin, tracks all individuals who visit your website so you can react to their visits with automated marketing campaigns. Even anonymous visitors are tracked along with their IP addresses and other information. The Munchkin ID is the unique identifier for a specific Marketo instance and insures tracked activity goes to the correct instance. How to find your Munchkin ID 1. Log into the specific Marketo Instance you need the Munchkin ID for. You can verify the instance name by checking the listing in the top left of your browser. This is a article attached image 2. Go to Admin and click Munchkin in the tree on the left in the Integration section. This is a article attached image 3. The Munchkin Account ID will be the first thing listed in the Tracking Code box. This is a article attached image

While viewing a published landing page with a form, you can open it up directly in Marketo with this little tool. Note: This tool is not officially supported. 1. To install, go to http://www.marketo.com/tools/. 2. Drag Open LP -> MKTO onto your browser bookmarks bar. Tip: To show the browser bookmarks bar: Chrome: View > Always Show Bookmarks Bar Firefox: View > Toolbars > Bookmarks Toolbar 3. That's it. Just click the Open LP -> MKTO bookmark when viewing a published landing page with a form. 4. And you'll be taken to the landing page in Marketo.

You may need to have multiple CNAMEs to brand your landing pages for different product lines or company divisions. We recommend that all CNAMEs be on the same domain since cookies do not travel across domains. A good example would be: product1.mycompany.com product2.mycompany.com product3.mycompany.com If you absolutely need the domains to be different that is fine, just keep in mind that you will have to run a tagging campaign to every single domain to ensure that all activity across all domains are being tracked under the same lead in Marketo. This would look something like this: go.mycompany1.com go.mycompany2.com go.mycompany3.com Before you begin adding multiple CNAMEs in Marketo your IT staff will need to create the CNAME records on your domain(s) DNS. See Customize Your Landing Page URLs With a CNAME to have your IT staff create the records and to set the first CNAME. Once that has been completed you can add your additional CNAMEs as Domain Aliases. Go to Admin then click on Landing Pages. Click on New then New Domain Alias. Enter your Domain Alias and click on Use non-Marketo Landing Page if you want to set the default page to an external one. Enter your Default Page and click Create. Nice job! Now all your Marketo landing pages can be pulled up from two different URLs, in this example: http://product1.mycompany.com/contact.html http://product2.mycompany.com/contact.html Is this article helpful ? YesNo

This article explains how to enable tracking if your Google AdWords ad is configured to link to a Marketo landing page with a Marketo form. When the lead fills out the form on the landing page, the Google Adwords CampaignID and keyword values will be passed to Marketo through hidden fields. High-level Requirements Create custom Marketo fields to capture the PPC information Add those fields as hidden fields to the Marketo form(s); configure the hidden fields to get their value from the URL Parameters Add parameters to your destination links in Google AdWords ads using static values or ValueTrack parameters; you can use the Marketo or Google URL builder to simplify this Decide on an 'original' or 'most recent' PPC source strategy If your PPC strategy is to capture original PPC source, then the custom PPC fields need to be configured to block field updates. If your PPC strategy is to capture the most recent PPC source, then you can use the default configuration (i.e. fields not blocked from updates). Enter PPC program period (monthly) cost information Benefits This solution does not require custom coding This solution does not require any additional cost Analytics - Standard Number of new leads acquired by Google Adwords Program Cost per new lead acquired by Google Adwords Program Number of leads acquired by keyword/search phrase Top 10 keywords/search phrases which acquired new leads Top 10 AdWords CampaignID which acquired new leads Number of Opportunities by keyword/search phrase Number of Opportunities by CampaignID Analytics - Revenue Cycle Analytics (RCA) Conversion ratio of your Google Adwords Return to investment for your Google Adwords Top 10 keywords by month report which shows Average days to convert to opportunity Number of leads converted to opportunity Top 10 CampaignID’s by month report which shows Average days to convert to opportunity Number of leads converted to opportunity Program Channel report >> Google Adwords (custom channel) metrics by quarter New names, cost per new name Opportunity units, Pipeline generated, revenue, revenue to investment Instructions Create the custom fields in Salesforce.com on both the lead and contact object, making sure they map from lead to contact. The custom fields will sync over to Marketo mapped 2 Salesforce.com fields to 1 Marketo field. For instructions to create Salesforce.com custom fields, please reference Salesforce.com knowledgebase or work with your Salesforce.com Administrator. If you do not want these custom fields in Salesforce.com, you can create the fields in Marketo. Custom fields you create in Marketo will be Marketo only fields as they will not sync over to Saleforce.com. The custom fields to be created Campaign Source (utm_source) Required. Use utm_source to identify a search engine, newsletter name, or other source. Example: utm_source=google Campaign Medium (utm_medium) Required. Use utm_medium to identify a medium such as email or cost-per-click. Example: utm_medium=cpc Campaign Term (utm_term) Used for paid search. Use utm_term to note the keywords for this ad. Example: utm_term=running+shoes CampaignID (utm_campaign) Used for keyword analysis. Use utm_campaign to identify a specific product promotion or strategic campaign. This can be used to capture the Adword CampaignID Example: utm_campaign=spring_sale Create a Marketo program (i.e. Google Adwords Program) and use a program channel (i.e. custom 'Google Adwords' channel) with 'converted' as the success progression status. Make sure you assign the associated period costs for this program on the setup tab. You will need to do this on a monthly basis; this is required if you want to get a 'cost per' analysis. Create a Marketo form with all the above fields on the forms as 'hidden fields' configured to get values from a URL parameter. Include other fields as normal and call this 'PPC Form' Map the URL parameter to the associated hidden field (i.e. utm_source maps to 'Campaign Source') Create a Marketo landing page which you will use to link the Google Adwords ad Include the PPC Form on this landing page. Use the Marketo URL Builder to add the key values and parameter tokens to the URL. In the example below, the first URL is the URL to the landing page, and the second URL includes the URL parameters and associated values/tokens. URL: http://info.mycompany.com/lp/example/PPCExample-Start-Your-Free-Trial-Now.html Tagged URL: http://info.mycompany.com/lp/example/PPCExample-Start-Your-Free-Trial-Now.html?utm_source=AdWords&utm_medium=PPC&utm_term={keyword}&utm_content={creative} When configuring your Google Ad, use the tagged URL as the destination link which takes the lead who clicks on the Google Ad to the landing page. The keyword and CampaignID will be passed automatically when the lead clicks through the Google Adwords ad. The Source (Adwords) & medium (PPC) will be passed as the values in the tagged URL Learn more: Google Adwords and Marketo Overview Linking a Google Adwords Ad to Any Page on Your Website Google Adwords and Marketo FAQs

Marketo users can configure Marketo to manage, nurture, and measure leads that are created from Google AdWords. We offer 2 options, depending on what type of web page is linked to your Google AdWords ad. Option 1: Link Google Adwords Ad to a Marketo Landing Page with a Form This solution does not require custom coding This solution does not require any additional cost Option 2: Link a Google Adwords Ad to Any Page on your Website This solution does require custom coding so that you can capture the PPC (pay per click) information when the lead comes back 'later' to fill out a form on your page Depending on whether you have resources internally to do the custom coding, this solution may or may not require additional cost Reporting Available (for both Option 1 and 2) Number of new leads acquired by Google Adwords Program Cost per new lead acquired by Google Adwords Program Number of leads acquired by keyword/search phrase Top 10 keywords/search phrases which acquired new leads Top 10 AdWords CampaignID which acquired new leads Number of Opportunities by keyword/search phrase Number of Opportunities by CampaignID Additional Reporting Available if you have Revenue Cycle Analytics/Explorer Conversion ratio of your Google Adwords Return to investment for your Google Adwords Top 10 keywords by month report which shows Average days to convert to opportunity Number of leads converted to opportunity Top 10 CampaignID’s by month report which shows Average days to convert to opportunity Number of leads converted to opportunity Program Channel report >> Google Adwords (custom channel) metrics by quarter New names, cost per new name Opportunity units, Pipeline generated, revenue, revenue to investment Learn more: Linking a Google Adwords Ad to a Marketo Landing Page with a Form Linking a Google Adwords Ad to Any Page on Your Website Google Adwords and Marketo FAQs

Applies to: Email Performance Report, Email Link Performance Report, Engagement Stream Performance Report, Landing Page Performance Report, Program Performance Report, Sales Insight Performance Report When you create a report in the Analytics area, by default the report will only show reporting for the current workspace. This is a article attached image Once the report is created, under the Setup tab, you can add filters to filter by asset. For example, Filter Assets in an Email Report. If you filter for the workspace, it will show reporting for all assets in the workspace, similar to the default view without a filter: This is a article attached image To add reporting across all workspaces, use Enable Global Reporting in the report settings within the Setup tab. Note: Global Reporting is only available in your instance's default workspace.

Issue An email was expected to sent out on a specific cast of Nurture Program but a specific lead or couple of records did not receive it. Environment Marketo>Engagement Program Solution There are a number of steps to begin troubleshooting this query and here is a flowchart how to proceed. 1). Check if engagement program is turned on from its setup up. Also check if at the time of email cast, the program status was on (this can be checked from Admin>Audit Trial) 2). Check if the email asset which was expected to send was present in the Nurture Stream at the time of cast. Also check if that email asset was activated (having green arrow). Both of these can be checked from Audit trail where you will find the log of "Add Email" and "Activate Email" along with its date/time. 3). Check if the lead is present in that specific stream using the smart list filter "Member of Engagement Program > Stream = <required stream>" 4). In the same smart list, use filter of "Engagement Program Cadence Changed" and set "New Value = Paused" and see if that lead qualifies it or not. A paused cadence would mean the lead has been temporarily restricted to move in the flow of nurture stream and hence will not received any email content. 5). Most important step- Go to the activity log of lead and search for the engagement program's name in the quick find bar. Look for all logs along with their dates when the lead performed any activity related to that engagement program like added to program, changed cadence, removed from program, etc. 6). In continuation of step 5, check in the activity log if the lead was added to engagement program in less than 25 hours before the next cast by looking at the time of log "Added to Engagement Program". This is because as per the doc, the lead must be added atleast 25 hours before the cast to abide by the recipient time zones otherwise it will skip that current cast and will qualify for the next cast. Schedule Engagement Programs with Recipient Time Zone | Adobe Marketo Engage 7). In continuation to step 5, check if the lead was moved to a different stream via getting qualified into transition rules. Transition rules are present in stream of those engagement programs that have more than one stream and are used to move leads from one stream to another. Transition People Between Engagement Streams | Adobe Marketo Engage 8). Check if the lead is unsubscribed, email invalid, email suspended (this one is only valid for 24 hours), marketing suspended or block listed because any of these 5 conditions would block the lead from receiving any communication from any of the Marketo's program or campaign. 9). Check if the record has hit the communication limit. Go to Admin>Communication limit and see what we currently have setup. If limit is 2 emails per day, then create smart list "Was sent email>Email Is ANY> Minimum Number of times 2" and see if lead qualifies in it. Alternatively you can go into lead's activity log and manually count number of "Send Email" logs in last 24 hours and in last 7 days and match it with the communication limit of Admin tab. Using programs as stream content: We can also use programs (default and event) in nurture stream instead of direct email assets. 10). In case of using a program, the email can be sent out to the required audience only if that program have a smart campaign with filter "Member of Engagement Program>Name of Program" and flowstep of "Send Email". So make sure the smart campaign has these configurations. (Make sure the campaign has to be a batch campaign and not trigger) 11). If above pointer is true still record is not present in the result tab of the campaign, then check all steps from step 1- step 9. If nothing is found then check if smart list has more than just "Member of Engagement Program" filter and if the lead is failing to qualify any of the other filter. 12). Check in the schedule tab if qualification rules says "Each Lead can qualify only once". If yes then go to campaign member tab and search if lead is already a member, if yes then lead will not qualify again and this is why email was not sent. 13). Check if flowstep has a wait step and the lead is stuck there because wait step does not create any log in the results tab. People in waitstep can be checked from dashboard of the smart campaign. 14). For any other possible reason why the lead did not qualify the smart campaign, you can look for the knowledge base "Lead not qualifying smart campaign- Universal Checklist" under heading of Batch Campaign: marketo.my.salesforce.com/articles/en_US/Article/Lead-not-qualiying-smart-campaign-Universal-Checklist?popup=true 15). If all above pointers have been checked still unable to figure out why the email was not sent on a specific cast, escalate the case to Tier 2.

Issue Issue Description Using a token in the Smart List of a Smart Campaign yields unexpected results, an error, or the campaign to not trigger. Solution Issue Resolution Tokens cannot be used in the Smart List section of Smart Campaigns. Tokens can be used in the Smart Campaign Flow, in the following steps: Interesting Moments Change Data Value Salesforce Campaign Steps (add, remove, change status) Create Task

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 If an email has been sent and then the name of either the asset or the sending campaign has then been changed afterwards, the reporting information will not reflect the updated name of the email asset. Solution This behavior is expected as the activity that was written with the original name was on the lead level and not the level of the asset. If one email is selected within an email link performance report this will break out the activity into two different rows as the activities still retain the original name and are listed separately from the new name.

Issue Issue Description Importing CSV lists containing international phone numbers can lead to the format of those phone numbers being messed up. This happens when a spreadsheet program, such as Excel, converts the numbers to scientific notation. Solution Issue Resolution You will need to convert the column with your phone numbers to the correct format, then make sure your file is saved in Unicode format. First, convert your phone number column to use the correct format: Highlight the phone number column in Excel. Right click and choose Format Cells. In the Format Cells dialog box, choose Special from the Category list, then select Phone Number. You will also need to save your file as Unicode (UTF-8) format. For Excel versions 1999 to 2010: Click File, then select Save As. Name your file. Click Tools, then select Web Options. Go to the Encoding tab, then under "Save this document as:", select Unicode (UTF-8). Click OK, then click Save. Excel for Macs: Click File and select Save As. In the File Format dropdown menu, select CSV UTF-8 (Comma delimited) (.csv). Click Save. Google Drive Spreadsheets: Click File, select Download As, then select Comma-separated values (.csv, current sheet). The file will be UTF-8 encoded.

Issue A Smart Campaign with a Data Value Change trigger for a specific field does not pull in newly created leads, even though the leads have the specified value in the field. Solution Marketo does not log Data Value Change activities for fields that are populated in the creation of a lead. If the value changes after the lead is created, we log the Data Value Change which would then trigger the appropriate campaign. If you want to include newly created leads along with existing leads in your campaign: Add a "Lead is Created/Person is Created" trigger to the campaign along with the Data Value Change trigger Add a filter for the specific field and the desired value. This will allow the campaign to fire for both new and existing leads.

Access to Marketo services was temporarily disrupted recently. Below are answers to some of the most common questions you may have. This document has been updated as of 10:30pm PDT on 7/26/2017 to provide the most up to date information available. Is this article helpful ? YesNo Q: Why couldn’t I access my Marketo subscription? A: Login access goes through the affected Marketo.com domain, so users were not able to access the login page (app.marketo.com). Q: If the domain issue has been fixed, why am I still not able to access my Marketo subscription? A: Domain information is passed through the internet over DNS (Domain Name System) servers. There are many different DNS servers around the globe, and as domain information changes, those changes need to be passed to all of those DNS servers – what is referred to as propagation. Different servers get updated at different rates, therefore in some regions the propagation completed, while in others it is still in process. Q: I had access to my Marketo instance, however I wasn’t able to access it again later. What is causing this? A: DNS servers pass data across multiple channels. While the domain information is being propagated, these different channels within the DNS can each be propagated at different rates. When connecting to your Marketo instance, it uses one channel, but that isn’t always the same channel the next time. If one of these channels has fully propagated, but the other is not, then you would be able to access your Marketo instance the first time, but not the second time. Q: If the marketo.com DNS access issue was resolved, why are we still having issues with accessing Marketo? A: On average, most DNS servers will be updated within 24 hours but can take up to 48 hours to update. However, this is a guideline, not a rule. There are a very large number of DNS servers out there. Every ISP in the world has their own DNS server and most large companies have their own. There is unfortunately no way to know when precisely each one will be updated, or which ones failed to update. Even after an ISP’s DNS server has propagated, you could still experience issues if your own local network has not updated. The last known version of a domain can be cached within a local system and may need to be flushed out to pull down the updated information from the DNS server. We recommend that you contact your network team or whomever manages your DNS server and request that they reset the zone record For more information on what factors affect DNS propagation time, check out this article from GoDaddy. Marketo does not happen to use GoDaddy, however this article contains some helpful information. Q: Was Marketo Sales Insight affected? A: Yes. You may experience a lag in how long it takes for the Sales Insight portion of a Lead/Contact page in SFDC to load. This in turn can also cause the entire Lead/Contact page to load slowly. Q: Was there any security risk while the domain was unregistered? A: No. There was no possibility of any security risk or data accessibility while the domain was unregistered. The domain was restricted and locked so it could not be taken. This is part of an extra layer of security already applied to the domain. Q: Was my branded domain affected? (The answer to this question has been updated) A: Upon closer investigation, this could have been affected: Branded domain refers to the ability to show your hyperlinks as coming from your own company as opposed to coming from Marketo. The settings of your branding domain itself have not been touched and the branding domain itself is still configured the same way. Hyperlinks using a branded domain were affected. It was originally reported that they would not be, however upon closer investigation, we’ve found that those hyperlinks do still pass through part of Marketo’s domain. Therefore, some customers with branded domains did have links that could not connect properly. Q: How were my campaigns affected? A: All batch campaigns continued to run as expected. Any Trigger campaign listening for embedded form fill outs were not triggered given these domains were inaccessible and forms could not be filled out. All other Trigger campaigns continued to run as expected. Q: Were my emails delivered? A: Marketo uses dedicated domains for each customer which are not linked to the affected domain. Email delivery and tracking was not affected. Q: Were images and hyperlinks affected? (The answer to this question has been updated) A: Yes. Images and hyperlinks for non-branded domains would not resolve (time-out). Hyperlinks and images for branded domains intermittently did not render depending on many different variables. Q: Were landing pages affected? A: Landing pages should not have been affected. We are currently investigating this to completely verify. Q: Were forms affected? A: Some forms were affected. Forms that are embedded on your own site were affected. Q: If affected, can that form data be recovered? A: Since the form was not accessible, no data was input, and therefore no data is lost. We recognize that we were not able to capture form fill out data and we truly apologize for this inconvenience. Q: Were any API calls affected? A: There have been some reports of API calls giving errors, however it is not yet confirmed whether this is directly related or not. If you have received errors, please Contact Marketo Support and supply the full API call and Response in the case created. Q: Was any data lost during this time? (The answer to this question has been updated) A: No data loss occurred. All backend processing was working as expected. However, if leads took an action that could not be registered by Marketo, then the activity data from that wouldn’t be logged. This will affect reporting. For example: Marketo uses a single clear tracking pixel to register email opens. When that image file is served by the Marketo server, it registers it as an open activity. If that image for the single tracking pixel does not resolve because it could not connect to the domain, then the open activity could not be registered. The same would be true of clicks on tracked hyperlinks. If the link does not connect to the domain, then the link click activity cannot be logged. Q: Was there any impact on reporting? A: Yes. As described above, if leads had activity that could not be completed such as clicking on a hyperlink that did not connect, then those activities could not be logged, and therefore would not be shown in your reports. Q: Was this issue resolved? The issue preventing Marketo.com domain access was largely resolved as of Noon PDT on July 25. However, DNS propagation can take longer in some locations, based on network setup. We assure you that the application continued to operate in background and your data was never at risk.

Issue If your IT department or a client asks for your Marketo dedicated sending IP address in order to whitelist your marketing emails, here is how you can find it. Solution Your Marketo instance's dedicated IP address can be found by sending yourself a live version of one of your Marketo emails, then checking the message headers for the IP address that it was sent from. It should also be included in the original documentation that Marketo's deliverability team would have provided you when the dedicated IP was set up. If you are unable to locate the IP address in the emails, or are unable to find your original documentation, please reach out to Marketo Support and we can look it up for you. Who This Solution Applies To Customers with a dedicated sending IP

Issue You receive a DMARC report from an ISP saying that your email failed to pass the SPF alignment check, but when you check your SPF listing in Admin > Email > SPF/DKIM, SPF is verified. Solution The SPF record in Admin > Email > SPF/DKIM is tied to your FROM domain. DMARC alignment (using SPF) aligns the domain in the FROM address with the domain in the “return-path” address. This “return-path” address, usually using a '*.mktomail.com' domain, is generally unseen by recipients and directs email bounces and errors back to Marketo for processing. Failed DMARC alignment, between these two domains, is what is triggering the failure your DMARC reporting. DMARC compliance requires EITHER DKIM or SPF compliance, not both in most cases. This article reviews the two methods available for DMARC alignment - https://nation.marketo.com/docs/DOC-1202-technical-tip-set-up-dmarc-verified-domains-in-a-few-easy-steps Having DKIM DMARC alignment may be enough and you may not need to rely on full SPF DMARC alignment. In order to set up SPF DMARC alignment, Branded Return-Path will allow you to align the “return-path” domain with your sending FROM address domain. If you have a dedicated IP on the current pricing plan or are on the Trusted IP range, Marketo can brand your return path at no additional charge. If you have a legacy Silver Dedicated IP package, or are on the Shared IP range, you can purchase the Branded Return Path as an add-on. More technical info can be found here: What is DMARC? - https://nation.marketo.com/docs/DOC-1097 https://nation.marketo.com/docs/DOC-5910-branded-envelopefrom-on-shared-or-trusted-ips https://nation.marketo.com/docs/DOC-5951-branded-envelopefrom-on-dedicated-ips

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 When your Salesforce Sandbox gets refreshed and is given a new OrgID, you will have to contact Marketo Support to work on getting the Marketo Sandbox addressed properly. Solution This process is a 2 step process, the first step completed by Marketo Support on the backend. The second step is for you to enter the desired Sync User credentials in Marketo Admin > Salesforce. In order to do this second step correctly, you will need to generate a new Security Token for this Sync User within SFDC. Your SFDC Admin may need to do this for you. It is best that the token be newly generated the same day as performing this process. This process can be done over the phone so that both you and Marketo Support get immediate feedback.

Issue You want to run a report that will show you which leads/people clicked on links within a specific email. Solution The Email Performance report will show click rate and what links are in emails, but not which specific leads leads clicked on a link. To see that, you can instead create a Smart List. Using the filter of "Clicked Link in Email," you can then pick the desired email and the results of the Smart List will show you which leads clicked a link in the desired email.

Issue How to work effectively with Marketo Support to quickly resolve your issues. Solution Best Practices: Be specific about the issue you are experiencing. Describe the expected behavior or appearance of the asset we are troubleshooting - what you believe should be happening Describe the actual behavior or error in the asset we are troubleshooting. Provide links to the assets we need to troubleshoot. Click on the specific asset in the navigation tree and then copy the URL displayed in the address bar of your browser into your case. This will take us directly to the asset. If we are troubleshooting a specific asset inside a program, such as a Smart Campaign or an email, provide the link to the asset itself rather than to the program containing the asset. Provide examples of the issue: Provide links to specific leads that are examples of the issue you are having. Even if the issue affects multiple leads, we still need to start by looking at specifics. Provide the exact text of any error messages you might be receiving, along with the timestamps. Screenshots can be very useful for this. When troubleshooting API call issues, attach copies of the the request and the response that show the issue you are having. If the issue concerns a non-Marketo asset such as a webpage, please include the URL. Include screenshots and log files: Since we do not have access to your CRM, if there is information in the CRM we need to see, attach an uncropped screenshot of an example record to your case. When taking the screenshot, log into the CRM using the Marketo sync credentials. This will allow us to see what Marketo sees through the sync. If you are using MS Dynamics, attach the Marketo logs and Marketo error logs to your case. Involve other resources as necessary, even if they aren't Marketo users. We may need to work with your CRM admin, your IT department, or your web developer. CC-ing them on the case is a simple way to loop them into the support case so you don't have to run questions back and forth. Please be aware that Marketo support are not trained as web developers or CRM admins. We are happy to help you troubleshoot issues with your Marketo instance and integrations, but we are not able to troubleshoot custom code or advise you on details of your CRM administration.

Knowledgebase

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How to Find Your Munchkin ID for a Marketo Instance

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Linking a Google Adwords Ad to a Marketo Landing Page with a Form

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Marketo and Google Adwords Overview

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Using Tokens in Smart Lists and Smart Campaigns

Using Emojis in Marketo Emails

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Marketo.com Domain (DNS) Access Issue (P1 July 25, 2017)

Where Can I Find My Dedicated IP Address?

DMARC Report Says an Email Fails SPF but the SPF Record Shows as Verified.

Viewing Your Number of API Calls to Marketo

Salesforce Sandbox Refresh

How to See Who Clicked a Link in an Email

Best Practices for Working With Marketo Support