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

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

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

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

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

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

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

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

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

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

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

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

Included in this Article   Overview Troubleshooting Workflow Possible Outcomes Overview Sometimes your RTP Campaigns have problems and stop working suddenly. This can obviously cause trouble for your marketing efforts, so this doc will show you steps on how to troubleshoot those issues.     Troubleshooting Workflow 1. Check the campaign's last impression time stamp           a. Go to Campaigns page           b. Locate the relevant campaign and click the Impressions link to see people that viewed the RTP campaign (make sure the time scope corresponds to the right dates when the campaign was active)               c. When you see the lists of visitors that viewed the campaign, order by Latest and check for the Last / most recent visit impression time stamp        2. Check the segment's last visit time stamp      a. Go back to the Campaigns page and click the campaign's target segment link listed     b. Navigate to the Segments page and identify the corresponding segment there.   3. Click the Matches link to see the visitors who have matched the segment and check the last match time stamp. You're looking to compare the most recent date/time stamps between the Segment matches and the Campaign impressions.       Possible Outcomes   CASE A: Both time stamps are similar -- something changed in the segment level Is the segment status pending? Has someone manually changed the segment settings? CASE B: The two time stamps don't match -- something changed in the campaign level Is the campaign status pending? Has someone manually paused the campaign / changed settings? CASE C: The segment kept matching visitors (until the end of that day) while visitors did not see the campaign Does the campaign display properly on the website now? Check JavaScript tag. Is the campaign part of an A/B testing group? Is Auto-Tune enabled? If so, please refer to this KB article on: AB Test Your RTP Campaign - Marketo Docs - Product Docs

Included in this article Overview The Content Recommendation Engine (CRE) allows you to recommend specific content you'd like to promote. However, sometimes you may not want to include it on certain pages. You can exclude these pages from having the CRE on them by specifying those URLs in Account Settings as pages to be excluded. Including and Excluding pages You can select pages to exclude/include for the CRE display: In RTP, go to 'Account Settings' Under the 'Domain Configuration', locate the 'Recommendation Engine' section Choose to 'Include' or 'Exclude' Paste the URLs you want to include/exclude (e.g. /contact_us*; *action=logout*, (use * for wildcards) Use semicolon as separator) Examples of exclude/include configuration entries Maximum number of Inclusions / Exclusions The maximum character limit for the Inclusion / Exclusion field is 1,000 characters. Alternate way of hiding CRE You can place the following HTML code on pages where you want to hide the recommendation engine: <style> .insightera-tab-container-bottom{      visibility: hidden !important; } .insightera-bar{        visibility: hidden !important; } </style> Troubleshooting If you have trouble with your Content Recommendation Engine Bar showing up in places it shouldn't, check out Troubleshooting Web Personalization (RTP) - Content Recommendation Engine Bar shows up on all or excluded pages

Issue When using Email Script Tokens to generate URLs in an email, the URLs fail to resolve and show the email script in the browser's address bar rather than the URL.   Solution Email Script Tokens are written using Velocity Script, this means the Email Script Token must compile on the sending server before the email is delivered. This issue typically happens when you are trying to include a Email Script Token in a tracked link. Tracked links will always appear in your email as either your branded domain and a randomized series of characters, or begin with 'mkto' followed by a randomized series of characters. Marketo uses tracked links to help gather link clicks and cookie leads who are visiting your website. This is awesome, but this stops Email Script Tokens from compiling. You have two options for resolution:   Remove the Email Script Token from the link, and consider creating a person attribute to use instead. Custom person attributes can be referenced as Person Tokens in a Email, and Person Tokens work great with tracked links. Disable the tracking on this link. This can be done by adding the following class to the HTML of your link: class="mktNoTrack" More can be read on disabling link tracking here.

Issue Issue Description Under Web Services > IP Restrictions, you would like to add a lot of IP addresses to whitelist for IP-based API access. The steps are described here: https://docs.marketo.com/display/public/DOCS/Create+a+Whitelist+for+IP-Based+API+Access Solution Issue Resolution Even though this is not mentioned in the doc, there is a character limit for the string value. The limit is 2,000. However, the way it is stored in the backend is a bit different from UI. Therefore, it is possible that you have exceeded the limit even though it doesn't look like so.  

Issue Description Additional domains or subdomains need to be configured for Web Personalization (RTP) Issue Resolution If you want to add a new domain, check your subscription or contract to see how many additional domains are included. Your Customer Success Manager should be able to provide this information If not all entitled domains are configured in Marketo, reach out to support to add the domain(s) If all entitled domains are configured in Marketo, reach out to your Customer Success Manager to purchase more. If you wish to add a subdomain, reach out to support as additional subdomains do not incur a cost. Who This Solution Applies To Customers using Web Personalization

Issue Description In an attempt to approve an email, a 'Not Allowed' error message is being displayed with the following details: {{lead.Email Address}} : Token key not found Issue Resolution Check that token syntax is correctly inserted with no missing left or right 'curly' brackets '{{' '}}' Check that the field name of the token does not have any incorrect spelling (e.g. Email Address) If the token syntax is correct and the field name of the token is spelled correctly, it is possible that the field name of the token contains a Unicode non-breaking space (e.g. between 'Email' and 'Address'). This would have been inserted if it was copied across from a platform that was encoded with Unicode (e.g. Microsoft Word) - To rectify this, delete the space in the token and re-insert it with a normal space using the spacebar on the keyboard. Once this is corrected, the email approval should work.

Included in this article:   Overview Viewing Visits in the Visitors List Example of what this looks like Explanation of How It Works Overview Often when looking at a segment based on "number of visits", you may see some leads who look like they should not qualify. These leads are usually qualified, but it may not be evident by looking at the matched visitors.     Viewing Visits in the Visitors List When viewing visits, the data scope is Daily / Weekly / Monthly: Because of this, a visitor might show up here as visiting for the first time (in the selected scope) but in fact, they visited a few times in the past before the selected time range. This is why a segment that is supposed to match visitors on their >2 visits may be matching visitors that show up as on their 1st visit.   Example of what this looks like Filter used in Segment: Visitors List Showing less than 2 visits   Explanation of How It Works RTP stores the total number of visits each visitor has to your website in a cookie: cookie name cookie example trwv.uid supportqe-1440082006718-df69a80e%3A12   The last number in the cookie represents the number of times the visitor visited this website (in this case it's 12). This cookie is stored in the visitor's browser for 2 years (unless deleted) and is updated every visit. So, if the visitor came to your site 11 times about 7 months ago, then when they came back again to your site the one time today, they would match the filter looking for visitors who had been there more than twice, but the visitor list would only show 1 visit since that's all that has happened within the last month it's looking for.