Knowledgebase

Included in this Article: Testing Campaigns by Sandboxing General Tag Checklist Check the Product Documentation: Verify the tag exists in the HTML code on your website Make sure that the right tag has been inserted properly Verify the tag is enabled Website Checklist Verify there are no jQuery or JavaScript errors Verify In Zone campaign Div IDs Segment Checklist Verify that the segment has had matches. Verify the Segment is set for the relevant domains. Verify ISP setting Verify location settings Campaign Checklist Important notes about Widget campaigns Is this article helpful ? YesNo   Testing Campaigns by Sandboxing Sometimes you'll need to see what your campaign looks like live on your website without customers being able to see it. Sandboxing allows you to match a segment and see the campaign live by targeting a specific term added into the URL. Since leads won't randomly guess the value and alter the URL, it's safe to test on a live site. Here's how you do it.   1. Create a new 'Sandbox' segment and call it "Sandbox=1" Add the Included Pages filter and enter *sandbox=1* as the value for the URL matches. Add all other filters you need. When used in combination with the *sandbox=1* URL match, it will match just like your other segment you want to test, but only if you have "sandbox=1" in the URL.   2. Create a campaign called: "Sandbox=1" (or alter the campaign you're working on) to use the "Sandbox=1" segment. Verify that your campaign is set up properly, then launch the campaign. 3. Go to the webpage you're testing with. Let the page load fully. 4. Add ?sandbox=1 at the end of the URL and hit enter. 5. Verify whether the sandbox campaign is being displayed.       General Tag Checklist   Check the Product Documentation: Troubleshooting Web Personalization (RTP) - RTP Tag   Verify the tag exists in the HTML code on your website      All pages, all domains, all sub-domains and landing pages need to have the RTP tag in the code in order for it to work properly. The RTP tag can be loaded through a tag manager like Google Tag Manager, Adobe Tag Manager or Tealium Tag Manager. If the RTP tag is not directly in the HTML of the page, remove it from the tag manager and load it directly into the HTML of the page. RTP tags can be used with tag managers, but removing it and placing the tag into the HTML of the page directly will let you test whether there is a problem being introduced by the tag manager itself.   Make sure that the right tag has been inserted properly Check the Deploy the RTP JavaScript - Marketo Docs - Product Docs documentation for how to locate the RTP script tag. This will show you how to actually locate and deploy the RTP script tag. If your instance has more than one domain configured, you will have access to more than one RTP tag that can be deployed. Each domain that is configured in your instance will have its own unique script tag. If you use the wrong one in the wrong place, your campaigns will not execute as planned.     Verify the tag is enabled 1. Go to 'Account Settings'   2. Make sure the tag is enabled       Website Checklist   Verify there are no jQuery or JavaScript errors Navigate to your site and open the developer's tool Console panel. Check for any errors such as this:   Verify In Zone campaign Div IDs In Zone campaigns utilize a Zone ID to identify where the RTP campaign should be inserted into the body of the page. This is the Div ID in the HTML code of you website.  Verify the Div ID exists in the HTML code on the page where the campaign should be displayed. Even small differences in the Div ID will cause it to not match, resulting in the campaign not displaying.       Segment Checklist   Verify that the segment has had matches. When viewing you list of segments, make sure that there have actually been matches. If your segment hasn't matched any leads, there's no way the campaign can be called to action     Verify the Segment is set for the relevant domains. Segments can be set to only apply to certain domains configured in your instance. If your segment is only applying to one of multiple domains you need, that would stop the segments from matching very often, and stop the the associated campaign from being called to action.     Verify ISP setting When using the "Exclude ISP" filter, it's important to make sure when testing that you aren't showing up as an ISP. The network you're on plays a very big part in how you appear to the RTP system.     Verify location settings If you have a location filter in use, you could be not matching the segment because the filter thinks you're coming from a different location based on your network's settings. Are you physically in the location your filter is searching for? Is your network representing the correct location?     Campaign Checklist   Check for target URL If the campaign is set for a specific target URL and you aren't viewing that exact page, the campaign will not display.   Are there any JavaScripts in the campaign? JavaScript running inside of an RTP campaign can cause conflicts. Try removing the JavaScript and testing it. If the campaign displays as it should, then you know the JavaScript caused the issues.       Important notes about Widget campaigns Widget campaigns will only show up once per session. A session lasts for 30 minutes since the last click on a tracked web page, so the session times out after 30 minutes of inactivity. To view your campaign again, clear your cookies, use an incognito mode, or use a different browser

Included in this article Overview Marketo's Live Chat offers a great way to get the help you need. Chat live with Marketo experts and we’ll answer your questions, point you to detailed support resources, or open a support case. Our Live Chat Support feature is a convenient way to connect with us. Live Chat Availability Marketo Live Chat is available around the clock during the week on a 24x5 schedule, excluding regional holidays. Access to Live Chat depends on your support level as shown below: Online Business Premier Elite Support Portal X X X X Live Chat X X X X Phone X X X Starting a Live Chat Session Your Authorized Support Contacts can start a Live Chat session by visiting the Support Portal at support.marketo.com. Locate and click the Live Chat link or button to initiate a chat session. If you do not see this panel in the Support Portal, you may not be an Authorized Support Contact. Please contact your Marketo admin to manage your authorized contacts. Where to Locate the Live Chat Button The live chat option will appear on the Support page in the Community and will also show up in the Case Connector when logging a case online. Support Additional Questions Have additional questions about Live Chat or other support features?  Please feel free to contact us at marketocares@marketo.comsupport@marketo.com Want to upgrade your Service level? Please contact your Marketo Account Manager.

Included in this article Overview The configuration changes between Marketo and Salesforce will stop the sync to the 16 affected fields. If you recreate those fields in SFDC, the backfill process will update those newly created fields with the current values housed in Marketo. With these existing values being backfilled into the newly recreated fields, Salesforce will see it as a regular data value change, which can cause other actions to occur from things like Apex Triggers, Workflows and 3 rd Party Apps from the AppExchange. While the backfill process is still running, you could also see inaccurate data in SFDC reports. This doc will show you what to look for and how to prevent issues they could cause. Effects Inside of Salesforce Marketo is entering the existing field values into the newly recreated fields inside of SFDC. While Marketo views this as just “catching up” the values between Marketo and SFDC, Salesforce will view it differently. As soon as the new fields are recreated in SFDC, the Marketo fields are remapped to those new fields. The backfill process begins and the sync is cut off to the older existing fields, so they immediately stop updating. This results in two important things to be aware of: Everything in SFDC referencing the older original fields will be referencing old data that is no longer updating. The backfilled values entered into the newly recreated fields will be seen by SFDC as brand new values, not the existing values that they are in Marketo. Visibility Rules SFDC has the ability to restrict access to Leads and Contacts for specific users and roles. Some customers will use this ability to restrict the Marketo Sync User from being able to access certain groups of Leads and Contacts in order to keep them from being able to sync to Marketo. Restricting visibility to Leads and Contacts prevents the backfill The backfill process uses the Marketo sync user ID to connect with SFDC. If the SFDC sync user has no visibility to a group of Leads and Contacts, there is no way for the backfill process to update those leads. Resolution Evaluate your business need first. If you need to keep these Leads and Contacts from syncing with Marketo even when considering this configuration change, don't open up the visibility to them for the sync user. Neither the backfill process or normal sync cycle will see them and no data will be synced with those leads. If you want all fields to be updated for these Leads and Contacts, allow the sync user visibility to access them before creating the new fields and starting the backfill process. That will allow the backfill to run and push the Marketo field values into the newly recreated fields in SFDC. You can still remove visibility to the Leads and Contacts later if you want. If you have already recreated the new fields in SFDC and initiated the backfill process without allowing visibility to the Leads and Contacts for the sync user, the data is not lost. If you decide to allow the sync user access to the Leads and Contacts later on, then any resync of the record will also update these affected fields. Areas Affected Anything in your SFDC instance that references these fields will be affected. For most customers, this won’t be anything to worry about, but for some, it can be a much bigger issue where actions are performed when they shouldn’t be. There are some key places where you will notice the trouble if it does happen. Workflows Salesforce Workflows allow you automate actions within SFDC and can be set to run based on any number of criteria. If your workflow rules reference the older original fields, when the sync to these fields is stopped, these workflows will be based off of field values that are not updating any more. If your workflow rules have already been updated to be based on the new fields, the data value change to the fields from the backfill process can cause the workflow to react differently than it should. Existing values already accounted for will be seen as new values and could re-trigger your workflow. More information on SFDC Workflows can be found here: Workflow Rules - developer.force.com Apex Triggers Apex Triggers let you take specific actions before or after record changes and can be used to perform a wide variety of tasks the same way that workflows can. If your apex trigger is set to trigger off of value changes in the original fields, since the sync to these fields is stopped, none of these triggers will fire. If your apex trigger is triggering off of the newly recreated fields, the data value change to the fields from the backfill process can cause the apex trigger to fire when it shouldn’t since existing values will appear to be new values. More information on Apex Triggers can be found here: Salesforce Developers - Triggers AppExchange Apps If your AppExchange app references the older original fields, then when the data stops syncing to them, that app will be working off of out of date values. If your AppExchange app references the newly recreated fields, the entry of new values from the backfill process can initiate actions when they aren’t supposed to be performed or had already been performed previously. More information on AppExchange apps can be found here: https://appexchange.salesforce.com/ Reports Salesforce reporting can pull data from multiple locations. If your reports are referencing these affected fields, the reports could show incorrect data. If your reports reference the original fields, then when the sync to those fields is stopped, your reports will no longer display current data. If your reports pull values from the newly recreated fields, there are two variations of what you will see. First, if the backfill process is still going on, not all records will have updated yet, so the reports aren’t yet up to date (but will be soon). Second, if the backfill process has completed, then your field values in these new fields will be up to date and your reports will all be accurate, so there is no longer any issue. When the backfill process has completed, an instance notification will be posted in Marketo to let you know that it has finished. More information on Salesforce reports can be found here: Getting Started with Reports and Dashboards Unit | Salesforce Formula Fields Salesforce formula fields work the same way that Marketo's formula fields do -- they take two (or more) other fields and combine them together to derive a new third value for the formula field's own value. Since the formula field has to reference other different fields, if one of the other fields referenced is one of these affected fields, your resulting formula field value could have incorrect data. If your formula field references the original fields, then when the mapping to those fields is changed, the values your formula field is calculating from will be out of date, resulting in an out of date formula field value as well. If your formula field is referencing the newly recreated fields, then it's possible that they are pulling data from fields that haven't fully been backfilled yet. As with the other places where the fields are in use, as soon as the backfill process is completed, there is no more issue and all data will be up to date. Examples of the Behaviors and Solutions Let’s say you have something in place (a workflow, apex trigger or AppExchange package) that will assign leads to specific sales reps when a lead’s score reaches a threshold of 35. Scenario 1: Not changed yet to reference the newly recreated fields, but backfill process is running. Lead records could reach a lead score of 35 while the backfill is still in process, but since the mapping of the Marketo lead score field has already been switched to the newly recreated field, that data value change activity won’t be recorded against the original existing field. Therefore, your process to assign the lead reaching a score of 35 would not be initiated. Solution: Take note of when you first recreated your fields in SFDC and kicked off the backfill process. Then take note of when the backfill process completes (you’ll get an instance notification in Marketo when it finishes). Set your workflow to compare the values between the old lead score field and the newly recreated lead score field to identify leads whose scores are different between the two fields (so you’ll find the ones who had a score change during the backfill process that wasn’t seen) and also search for leads whose score in the newly created lead score field is over 35. This will identify all leads who had a score change during the backfill process and hit the threshold but weren’t seen. Then have the workflow assign the leads to your sales rep. Scenario 2: After having changed to reference the newly recreated fields. The values being backfilled into the new fields will be seen as new values. So if a lead already has a score of 40 (already met the threshold of 35 sometime in the past), that existing score of 40 will be misinterpreted as a lead reaching the lead score threshold for the first time, resulting in the lead being reassigned in error. Solution: Create a workflow that compares the value in the original lead score field to the value in the newly recreated lead score field. If the scores are equal, then you know the lead had already hit the threshold in the past and this new time was in error, so your workflow can undo the action taken before. If the scores are different and the score in the newly recreated field is over 35, then you know the lead hit the threshold for the first time and was a valid candidate for the change in lead owner. Reporting Changes: The backfill process pushes data at the rate of 10,000 records per hour. Take the number of know leads in your database and divide it by 10,000 to get the approximate number of hours the backfill will take. This is the length of time when your reports could be off. Reporting from the original fields will only have data that is current up to the time when the fields were recreated and the mapping was changed over to those new fields. Reporting from the newly recreated fields won’t give a complete picture until the backfill process is completed. Solution: Run your reports from within Marketo while the backfill process is still running. There will be no discrepancies from any data within Marketo and Marketo is the source for all of this data anyway. Report Subscriptions can be set up to send the info to anyone who needs it. Preventing These Issues There are a couple of ways to approach this. The quickest way to avoid the issue is to not update workflows, apex triggers or AppExchange apps to point to the newly recreated fields until after the backfill process is complete. Also keep in mind that your formula fields could be getting used within these other places as well. This solution may or may not work for your company and your situation. You'll need to take a close look at your processes to see whether this solution works for you. After setting them to reference the newly recreated fields, disable or turn off the workflows, apex triggers and AppExchange apps so they can’t take any action. If you have formula fields using these new fields, you can also evaluate where your formula fields are used to check what needs to be updated or switched off that uses those. Then, when the backfill process is completed, re-enable them to turn them back on again. As with the previous solution, you'll need to take a close look at your processes to see whether this solution works for you. API Access All editions of Salesforce require API access for any integration to work. Professional Edition API calls were previously included as part of the integration while Enterprise and Unlimited editions required API access purchased by the customer from Salesforce. As part of this configuration change, Professional edition customers will now be required to purchase API access from Salesforce in order to continue syncing between Marketo and Salesforce. This includes the newly recreated fields as well as the rest of the integration. Salesforce Professional Edition Salesforce Professional Edition will require API access to be purchased from Salesforce to continue syncing after January 31st. This includes all components of the Marketo > Salesforce sync. MSI utilizes API calls to communicate with Marketo, so even if you are only using MSI, it will still require API access with Salesforce. Salesforce Enterprise & Unlimited Editions Enterprise and Unlimited Editions of Salesforce have already required API access to be purchased. The requirement to get API access will not have any new impact for Enterprise and Unlimited Editions of Salesforce. Where to Go for More Information Recap Summary Now that the changes have been completed, and the deprecation date has passed, this doc will give you the overview of what has happened: Changes to Marketo Salesforce Sync - Recap Summary Frequently Asked Questions Check out our FAQ for the answers to the most commonly asked questions. Changes to Marketo Salesforce Sync – Frequently Asked Questions​ Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions. Changes to Marketo Salesforce Sync – Questions and Discussion Release Schedule The release is being staggered over the course of 6 months. This doc will give you exact details so you can know precisely when your Marketo instance will be updated. Changes to Marketo Salesforce Sync – Release Schedule Under the Hood Documentation This doc will give you all of the nitty gritty details of exactly what is happening. If you're looking for in depth technical details, this is the go-to doc to check out! Changes to Marketo Salesforce Sync – Under The Hood Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support

Included in this article Overview How to identify potential issues How to identify your MSI version Where to get the newest version of MSI How to know it worked after upgrading Where to go for more information Marketo Resources Salesforce Resources Is this article helpful ? YesNo Overview Salesforce has recently introduced Shield Platform Encryption which encrypts a set of standard fields across various page layouts. Some customers with Marketo Sales Insight (MSI) installed have been experiencing issues when enabling this encryption. The Marketo development team has upgraded the MSI package and launched a redesigned version (version 1.4359.2) that is fully compatible with Salesforce’s Shield Platform Encryption.     How to identify potential issues When trying to enable Shield Platform Encryption with an older version of MSI, Salesforce will send you a failure notification email. The notification email will read:   “Encryption enablement has failed for the following fields: Account.Account Name: Apex Class: BestBetsViewEditRecreate_Controller, line 1234, column 38: encrypted field 'Name' cannot be filtered in a query call Apex Class: BestBetsViewEdit_Controller, line 1234, column 38: encrypted field 'Name' cannot be filtered in a query call Apex Class: MarketoAnalyzerController, line 8, column 21: encrypted field 'name' cannot be filtered in a query call See this page for information about why enablement can fail: help.salesforce.com/HTViewHelpDoc?id=security_pe_validation_errors.htm&language=en_US   Thank You, Salesforce Developers developer.salesforce.com”     If you receive this email, you’ll need to upgrade to the newest version of MSI.     How to identify your MSI version The newest version of MSI that is Shield Platform Encryption compatible is Version 1.4359.2. If you currently have an older MSI version installed and enable the Shield Platform encryption, you will be affected by this change and need to upgrade to the newest version of MSI.   To check what version of MSI you’re currently using, navigate to Admin > Sales Insight, then look for the Version info in the Status box in the middle of the page.           Where to get the newest version of MSI The newest version of MSI is available now on the Salesforce AppExchange and you can find it right here: Marketo Sales Insight - Prioritize sales leads and close deals faster - Marketo - AppExchange     How to know it worked after upgrading Once you’ve upgraded your MSI package, you’ll be all set! However, there’s an easy way to verify and be sure that it’s working properly with the new Shield Platform Encryption.   After upgrading MSI, when enabling the encryption you will receive another notification email from Salesforce, but this one is your confirmation email that it was successful.   This success confirmation email will read:   “Encryption has been enabled for the following fields: Account: Account Name Contact: Name   Thank You, Salesforce Developers developer.salesforce.com”     Where to go for more information If you have any trouble with this along the way, here are some resources for you to get help.   Marketo Resources Newest MSI AppExchange Package: Marketo Sales Insight - Prioritize sales leads and close deals faster - Marketo - AppExchange Upgrading MSI for Salesforce1: Upgrade Marketo Sales Insight for Salesforce1 - Marketo Docs - Product Docs If you have any trouble with your MSI package, please feel free to reach out to Marketo Support by any of the methods listed here: Contact Marketo Support   Salesforce Resources Salesforce has information available online to help you with their Shield Platform Encryption. Salesforce Shield Platform Encryption demo: Demo: App Cloud - Salesforce.com Salesforce Shield Platform Encryption Implementation Guide: resources.docs.salesforce.com/202/latest/en-us/sfdc/pdf Salesforce Shield Platform Encryption Setup Guide: Set Up and Manage Shield Platform Encryption Unit | Salesforce  

Included in this article Note: This post will be updated to reflect changes made to activity records returned by the API due to migration to new infrastructure. Overview With the rollout of Marketo’s next-generation Activity Service beginning in May 2017, we will be unable to enforce the uniqueness or presence of the integer “id” field in activities, data value changes, or lead deletion records returned by Marketo’s APIs.  This change will begin rolling out to all subscriptions over the remaining first half of 2017. To avoid service disruptions for integrations which retrieve activity records, the id field should be treated as optional.  Cutover of this change will begin to affect subscriptions with the September (Q3) 2017 release. This change will affect the following endpoints: REST API Get Lead Activities​ Get Lead Changes​ Get Deleted Leads​ Add Custom Activities​ SOAP API getLeadActivity​ getLeadChanges​ The affected SOAP types are ActivityRecord and LeadChangeRecord. Examples The following examples show record types which will be affected.  In both examples, the effected field is called “id.” Example REST Field: id ​ Example SOAP Field: id ​ FAQs Do I need to update my WSDL version if I'm using SOAP integration? Yes. The marketoGUID field will only be returned in activities when using the WSDL version 3.1 or later.  The new URI will follow this pattern: https://{munchkinId}.mktoapi.com/soap/mktows/3_1  It may also be obtained through the Admin->Web Services menu in your subscription When can I expect to see each change? Beginning with our Q1 Minor Release on April 7th, activity records retrieved via Marketo’s SOAP or REST APIs will include a new field called “marketoGUID”.  The value of this field will match the value of the “id” field, but will be a string type field.  Some time after the Q2 release beginning May 17th 2017, the “id” field will stop being returned as part of these records, and the value of marketoGUID will become a 128-bit string. What do I need to do? If you are responsible for code that deals with Marketo activities, you should determine whether your code relies on the presence or uniqueness of “id” field for Marketo activities, and then remove that requirement.  In an upcoming release, an additional string field called “marketoGUID” will be added.  “marketoGUID” should be considered the unique ID for retrieved activities when it becomes available.  If you are not, you should consult with your team and relay this message to the appropriate stakeholders. Who will this change affect? This change should only affect client and partner integrations which retrieve activity records from Marketo, and only if the integrations rely on either the presence and/or type of the “id” field in the response, or rely on the uniqueness of the field.  After the rollout of Orion AS, and the disabling of activity writes to MySQL, the “id” field will no longer be available and will be supplanted by a unique string id field. Check out our documentation on the Marketo Developers Site here: https://developers.marketo.com/blog/important-change-activity-records-marketo-apis/

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.

Dear Valued Customers,   This is a Root Cause Analysis for the service issue that occurred on November 20, 2017. Beginning at 12:10 PM, our systems experienced a network server disruption that limited the ability for users to log in to the Marketo platform. All Marketo services have been fully restored, and our analysis has confirmed no data was lost as a result of the disruption.   When: Full Disruption: November 20, 2017, 12:10 PM – 2:56 PM PST Partial Disruption: November 20, 2017, 5:15 PM PST – November 21st, 7:59 AM PST   Full Disruption Duration: 2 hours 46 minutes   Service Impact: During the full disruption window, customers were unable to log in to Marketo. After service was restored on November 20, intermittent errors limiting Marketo functionality for a subset of users persisted through November 21.   Cause: The source of the disruption was a network server failure. When our backup systems activated, a component of our secondary server was unable to take over operations due to a synchronization issue. After login access was restored, a buildup of network requests caused the intermittent errors that led to the partial disruption.   Resolution: We replaced the servers involved in the issue and reconfigured our network infrastructure for optimal system operation. In addition, we have enhanced our network infrastructure monitoring to better predict and prevent similar disruptions moving forward.   We take these incidents very seriously and continue to invest aggressively to enhance system stability and security across the Marketo platform. If you have any questions, please contact our Customer Support team at support.marketo.com.   Thank you for your patience as we worked to resolve this issue and for being a loyal Marketo customer.   Mohan Achar VP, Customer Support Toll Free US: +1.877.270.6586 Direct +1.650.376.2302 Is this article helpful ? YesNo

Issue Description Email filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in.   Issue Resolution This can be re-mediated by white-listing the trusted IP range from the following document:   docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols   The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions.  Then log in as the dummy user and send the invitation. It will have the dummy address in the From line.   Who This Solution Applies To Outlook Plug-In users Is this article helpful ? YesNo

Overview Starting August 15, 2018, Marketo will be implementing a new policy for the retention of marketing activity data. Under this policy, Activity and Campaign Membership data will be stored for a rolling 25 months past the activity date, and high-volume activity data will be retained for a rolling period of at least 90-days past the activity date. Beyond these retention periods, the data will not be available through the Marketo UI. Marketo Analytics Reports With data being retained for up to 25 months, some Marketo Analytics reports will be affected. Not all reports will result in changes – reports that draw data from lead activity logs will only show data for up to 25 months. Other reports that do not reference lead activity at all will be unaffected. However, even reports that do not reference lead activity by default could be affected if there are filters added to the smart list of the report. Filters that reference lead attributes (information in fields in the lead record) will not cause any change to the report. Filters that look for activities the lead had taken will only be able to access activities for up to 25 months, so if the activity occurred longer ago, it will alter the results of the report. To help you identify exactly how each report will behave when filters are used, here is a full breakdown of every report and what to expect for the most common variations. Report Type Variations Will this be affected? Revenue Cycle Explorer Reports Revenue Cycle Explorer dives deep into several areas of analysis No RCE reports will be affected. The data that feeds into RCE is sent overnight into a separate database server that manages RCE reporting. Because it is housed in this other location, and not in lead activity logs, RCE reports are not affected by this change. Revenue Cycle Explorer does not pull data from the lead database directly, so filters are not available. No People Performance Report A.K.A: Lead Performance Report Use a People Performance Report to measure database growth over time. You can see how many people you added, and when. Default report with zero Smart List filters No Report with Smart List filters referencing lead attributes (Ex: First Name) No Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. No Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes People by Status A.K.A: Leads by Status With the People by Status Report, you can review how well you're moving people through the process by checking how many of them appear in each Person Status value every month. Default report with zero Smart List filters No Report with Smart List filters referencing lead attributes (Ex: First Name) No Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. No Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes People by Revenue Stage A.K.A: Leads By Revenue Stage The People by Revenue Stage Report will let you create a report showing which stage of your Revenue Cycle Model your people are in. Default report with zero Smart List filters No Report with Smart List filters referencing lead attributes (Ex: First Name) No Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. No Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Success Path Analyzer Use a Success Path Analyzer to explore the specific details that reflect both flow (amount) and velocity (speed, in terms of days) of people through the stages of your Revenue Cycle Model. Default report with zero Smart List filters No Success Path Analyzer does not include Smart Lists N/A Social Influence Report Use the Social Influence report to review the social activity you're generating, and see how often your people tell their friends about you. Default report with zero Smart List filters Yes Report with Smart List filters referencing lead attributes (Ex: First Name) Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Opportunity Influence Analyzer The Opportunity Influence Analyzer lets you see where you met the lead and what marketing opportunities affected them during the marketing/sales process Opportunity Influence Analyzer does not include Smart Lists No N/A Email Performance Use the Email Performance report to see how well your emails are performing with stats like delivered, opened, clicked, etc. Default report with zero Smart List filters No Report with Smart List filters referencing lead attributes (Ex: First Name) No Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. No Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Email Link Performance Use the Email Link Performance report to see how well the links in your emails are performing. Default report with zero Smart List filters No Report with Smart List filters referencing lead attributes (Ex: First Name) No Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. No Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Email Insights Email Insights provides powerful insights from historical data for Email Marketers. It consists of two separate but associated sections: Analytics and Sends. Email Insights does not use Smart Lists No N/A Sales Insight Email Performance Use the Sales Insight Email Performance report to view the performance of emails sent through Salesforce, Microsoft Dynamics, or a Gmail or Outlook plug-in. Default report with zero Smart List filters No Report with Smart List filters referencing lead attributes (Ex: First Name) No Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. No Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Landing Page Performance Use the Landing Page Performance report to see how many people filled out the forms in your landing pages, and how many of them were new. Default report with zero Smart List filters Yes Report with Smart List filters referencing lead attributes (Ex: First Name) Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Web Page Activity Use the Web Page Activity report to see who's visiting your website and even subscribe to an email version of the report. Default report with zero Smart List filters Yes Report with Smart List filters referencing lead attributes (Ex: First Name) Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Company Web Activity Use the Company Web Activity report to see which companies are visiting your web site. You can choose to display known or anonymous visitors, but not both in the same report. Default report with zero Smart List filters Yes Report with Smart List filters referencing lead attributes (Ex: First Name) Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Program Performance The Program Performance report will give you great stats on how your programs are performing. Default report with zero Smart List filters No Report with Smart List filters referencing lead attributes (Ex: First Name) No Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. No Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Engagement Stream Performance The Engagement Stream Performance report will give you details on how your engagement content is performing. Default report with zero Smart List filters No Report with Smart List filters referencing lead attributes (Ex: First Name) No Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. No Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Program Analyzer You can use the Program Analyzer to find which programs and channels are giving you the best results. Program Analyzer does not use Smart Lists No N/A Campaign Activity The Campaign Activity report will give you detailed information on how your smart campaigns are performing. Default report with zero Smart List filters No Report with Smart List filters referencing lead attributes (Ex: First Name) No Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. No Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Campaign Email Performance The Campaign Email Performance report gives details on how your emails are performing, broken down by the campaigns that sent them. Default report with zero Smart List filters Yes Report with Smart List filters referencing lead attributes (Ex: First Name) Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) that occurred within previous 25 months. Yes Report with Smart List filters referencing lead activities (Ex: Filled out Form) without a date constraint. Yes Reporting Workarounds Activity data from two years ago may be stale data for many customers. However, you may have a use case where this information is needed. Below are the ways that you can still retain this data even after the 25 month retention. Export the Data Marketo has developed the Bulk Extract REST API so that these lead activities can be exported and housed locally. Once you have the data extracted over the API, you’ll be able to house it and sort it however you need to for your use case. Use Custom Fields Lead field values are not affected by the Data Retention Policy change. You can use Smart Campaigns to populate custom fields with values based on activities your leads take. This will allow you to filter leads by these Lead attributes (not subject to retention policy changes) rather than by the activities themselves (which are subject to the retention policy). An interesting side benefit to this is that it is faster to search by Lead attributes than by searching through Lead activity logs. Here are some docs that will show you how to store activity data in custom fields. For documentation on how to use custom fields to store activity data, check out this documentation Storing Activity Data Beyond Retention Policy For an example of how it can be used to improve your deliverability by tracking email bounces, check out this documentation on Maintaining a Directory of Leads Bouncing Emails. Where to go for More Information Overview & FAQ Documentation This doc will give you an overview of what the policy changes and answers to the most commonly asked questions: Data Retention Policy Change - Overview & FAQ Marketo Activities Data Retention Policy The official Marketo Data Retention Policy can be found here: Marketo Activities Data Retention Policy Data Retention Policy - Under the Hood Check out all of the nitty gritty details of new policy and how it will work. Marketo Activities Data Retention Policy - Under the Hood Ways to store activity data beyond the retention policy Here are two docs that give possible work arounds you can try Storing Activity Data Beyond Retention Policy Maintaining a Directory of Leads Bouncing Emails Bulk Extract API Check out the documentation here to find out how to use the Bulk Extract API Contact Marketo Support If you have additional questions, please Contact Marketo Support

Overview Beginning August 15, 2018, Marketo will implement a new policy for the retention of marketing activity data. Under this policy, Lead Activity and Campaign Membership data will be stored for a rolling 25 months past the activity date, and certain high-volume activity data will be retained for a rolling period of 90 days past the activity date. Beyond these retention periods, this data will not be available.   This change in retention will enable Marketo to continue to meet the performance demands of its customer base while providing clear expectations for data retention across the platform.   Customers who wish to export marketing activities that are older than 25 months or high-volume activities that are older than 90 days should do so before August 15, 2018. After this date, Marketo will apply the new retention policy and the older data will no longer be available.     Summary of Changes There are three components to the data retention policy: a retention period of 14 days for one activity, 90 days for twelve high-volume activities; and a retention period of 25 months for all other activities.     Activity with 14-Day Retention Period Activity Retained for 14 Days Delete Lead     Activities with 90-Day Retention Period The high-volume activities listed below will be retained for 90-days. After 90-days, all such activities will be permanently deleted. Activities Retained for 90 Days    Add to List Change Score Change Data Value Visit Webpage Click Link on Webpage Sync Lead to SFDC Sync Lead to Microsoft Sync Lead Updates to SFDC Update Opportunity Request Campaign Email Delivered* Send Email*   * Email Delivered and Send Email activities changed from 25 months to 90 days effective August 31st, 2020.  More information here.     Activities with Minimum 25-Month Retention Period The activities listed below will be retained for 25 months. After 25 months, all such activities will be permanently deleted. The only exception is the New Lead activity, which will always be displayed in the activity log. All other activities will be deleted, but the New Lead activity will not, giving you a permanent record of when the lead was created and how. Category Activities Retained for 25 Months Web Click Predictive Content Click RTP Call to Action Fill Out Form Smart Campaign Add to Engagement Program Call Webhook Change Lead Partition Change Engagement Program Cadence Change Engagement Program Stream Change Program Success Change Revenue Stage Change Revenue Stage Manually Change Program Member Data Change Program Status Compute Data Value Enrich with Data.com Execute Campaign Interesting Moment Merge Leads Remove from List Resolve Ruleset Reward Test Group Variant Schedule Test Variants Send Alert Engagement Program Cast Push Lead to Marketo Social Click Shared Link Share Content Vote in Poll Email Click Email Email Bounced Email Bounced Soft Open Email Received Forward to Friend Email Sent Forward to Friend Email Unsubscribe Email CRM - Salesforce Add to Opportunity Add to SFDC Campaign Change Owner Change Status in SFDC Campaign Click Sales Email Convert Lead Delete Lead from SFDC Lead Assigned New SFDC Opportunity Open Sales Email Receive Sales Email Remove from Opportunity Remove from SFDC Campaign Resolve Conflicts SFDC Activity Sales Email Bounced Send Sales Email SFDC Activity Updated SFDC Merge Leads Add to Case Add to SFDC Custom Object Test (Contact) CRM - Microsoft Dynamics Add to Opportunity (Contact) Add to Opportunity (Account) Remove from Opportunity (Contact) Remove from Opportunity (Account) Update Opportunity (Contact) Update Opportunity (Account) Delete Lead from Microsoft Segmentation Add to Segment Change Segment   Once this data retention policy goes into effect, Marketo will enact the following: Activities will be available via the Marketo UI or for REST API Bulk Extract for 25 months from the activity date. Activity data in reports for campaigns, forms, emails, or website visits will be available for 25 months from the activity date. Activity data from decision rules in Smart Lists will be available for 25 months from the activity date. Smart Lists and Smart Campaigns will be able to access data for 25 months. Engagement programs will still not send the same email to a lead again for at least 25 months after the first email send activity date.   Marketo Data Retention Policy You can see the Marketo Data Retention Policy in the Marketo Community here: Marketo Activities Data Retention Policy   Frequently Asked Questions   What Happens Next? You have until August 15, 2018 to export any of your existing, historical (older than 25 months) marketing activity data. After this date, Marketo will apply the data retention policy to marketing activities on an ongoing basis.     What do I need to do? No action is required unless you wish to store activity data that was generated more than 25 months in the past. If you need to retain data that is older than 25 months, you should export it via the REST API Bulk Extract before August 15, 2018.   If you would like to store the activity data from the high-volume activities, you should export it within its 90-day retention period.   For additional help, you may want to engage a technology partner from the Marketo LaunchPoint Partner ecosystem or contact Marketo Professional Services.     What's in it for me? Your individual benefits from this data retention change will depend on your usage. Generally, users of the Marketo platform may see performance-related improvements, such as: Smart Lists can process faster. Filters for activities (such as email opens or website visits) won’t need to query multiple years of historical data, making the search time shorter. Emails will send faster. Since Smart Lists will process faster, campaigns will qualify members faster and email batches will take less time to assemble. Lead scoring will happen faster. Activity that contributes to lead scoring will be processed faster. REST API and campaigns will execute faster. Without a large amount of historical data to process, your campaigns will execute faster and REST API calls will speed up.     Will this affect my reports? You'll see changes if you attempt to run a report on lead activity beyond the retention period. Your reports will show up to 25 months’ worth of data, but data beyond the activity retention period will no longer be available. For more detailed information, please see our documentation here: Marketo Activities Data Retention Policy – Impact on Reporting     How will this affect my contact data? The new data retention policy will not change the way Marketo stores field values within Lead, Account, or Custom Object records. The retention policy change applies to the activities logged in the activity log. The field values (attributes) in the record won’t be affected.   Example: Say a lead has a Change Data Value activity that inputs an address into the Address field. The address itself that is entered into the Address field will not be affected. However, the Change Data Value activity that is logged in the activity log will only be retained for 25 months, after which it will be deleted.     Will there be any change to lead scoring? Activities that affect lead scoring (including those from emails, forms, or campaigns) will be available for 25 months. Beyond that period, the activities will not be retained and won’t affect lead scoring. The existing score won’t be changed when the activity is deleted.   Example: Say a lead visited your pricing page one time in 2014 and a Smart Campaign changed the score +5 for the activity. Four years later, the lead will still have the score of 5, but the activity that generated the score change will have been deleted.   For most, the value of activities that happened over two years ago isn’t as great as the value of more recent activities. The usefulness of activities affecting scores decays over time, so the overall impact should be minimal.     How will this affect marketing assets? The new data retention policy will not change the way marketing assets (such as campaigns, forms, emails, etc.) are stored. The data policy change applies only to activities, not the assets within your Marketo instance.     Does this include Custom Activities? Yes. Custom activities are included in the new data retention policy. All activities, even custom activities, will be deleted after 25 months.     How will this affect global unsubscribe? The new data retention policy will not affect global unsubscribe status. Even after the unsubscribe activity moves beyond the retention period date and is deleted, the lead’s Unsubscribed status is kept as a lead attribute, and is retained in the Durable Unsubscribe.     How do I tell when an anonymous lead record was created and when it became known? There are two places in lead records where info is stored for when it was created. In the lead’s activity log, the “New Lead” activity records when a lead became a known lead. This activity is the only one that is not deleted after 25 months. The “New Lead” activity will always be retained in the activity log, even after others are deleted. In the Lead Info tab of the lead record, the first attribute listed is “Created”. This gives you the exact date and time when the lead record itself was first created. If the lead was anonymous first before becoming known, this will give you the date and time of the first anonymous activity.     Will there be any change to my CRM sync? Any activity that was synced with your CRM prior to the new data retention policy will remain stored in the CRM and should not be changed. However, some information within Marketo Sales Insight could be affected. See our “Under the Hood” documentation for more details. Marketo Activities Data Retention Policy - Under the Hood     How does this impact those in the financial services industry? Due to the very specific data retention requirements for customers in the financial services industry, we highly encourage such customers to implement their own processes to retain and archive data. If needed, you can purchase an Extended Data Retention subscription, which extends data retention to a period of 37 months (please note, the Extended Data Retention subscription does not apply to high-volume activity data which is retained for 90-days). Records can also be exported through REST API Bulk Extract.     What if I use the activity data in some of my calculations? Using the raw activity data as a transactional data store is a practice that should be avoided for performance reasons. Instead of this approach, best practices for typical use cases include the following: Purchase History: Historical data such as "Purchases in the last 6 months" are often used as indicators of customer engagement. But querying the amounts from the activities each time will slow your trigger campaign performance. Instead, consider a weekly scheduled batch campaign which calculates the data and stores it as a custom attribute on the Lead. Preference/subscription history: Customer preferences and subscriptions change over time. These are frequently updated via a form, and in some cases, you might want to retain either the modified time stamp or the prior settings. However, using the raw form activities is not advisable. Instead, if you're tracking subscriptions, use either a custom attribute (for one preference) or custom objects (for multiple preferences or subscriptions). You can also use those tools to store the modification time stamp and even the previous value if necessary, though you should consider carefully how far back you really need to retain such information. Relationship marketing: Certain industries, such as Wealth Management or Consulting, have long-term relationship strategies in place. The engagement campaigns might have been set up to depend on the activities to signal that certain events have occurred. For example, an introductory or sign up package might have been sent several years ago. Instead of using the activity, have the date that activity occurred stored as a custom attribute on the Lead.     Are there any options to retain my data longer than 25 months? If you need to retain your data longer than 25 months, you have two options: You can purchase the premium Extended Data Retention subscription to retain your activity data for 37 months. Talk to your Customer Success Manager for more information. NOTE: The Extended Data Retention subscription cannot be applied to the high-volume activities. Those activities will still only be retained for 90-days. You can use REST API to bulk export your data and retain it yourself. The REST API documentation containing directions for bulk exporting can be found in our REST API Bulk Extract article.     What kind of data can I export using the REST API Bulk Extract? You can use a REST API call to retrieve the list of standard activity types; the call is documented in our REST API Bulk Extract article. Additional information about REST API calls can be found in REST API.     Is there a way of opting out of this policy? In order to ensure that our customers continue to receive the best level of performance from the platform, all Marketo customers will be subject to this data retention policy.     Where Can I Find More Information?   Activities Data Retention Update Webinar In the webinar, you'll get an introduction to the updated Activities Data Retention Policy, affects across Marketo, and options for extending the data retention period and/or exporting activities data. Also includes Q&A from the live session: Marketo Activities Data Retention Policy Update Webinar   Overview & FAQ Documentation This doc will give you an overview of what the policy changes and answers to the most commonly asked questions: Data Retention Policy Change - Overview & FAQ   Marketo Activities Data Retention Policy The official Marketo Data Retention Policy can be found here: Marketo Activities Data Retention Policy   Data Retention Policy - Impact on Reporting See how your Analytics reports will operate after the new policy goes into effect. Marketo Activities Data Retention Policy – Impact on Reporting   Under the Hood Documentation This document will give you all of the details of exactly what is happening. If you're looking for in depth technical details, this is the go-to document to check out! Marketo Activities Data Retention Policy - Under the Hood   Ways to store activity data beyond the retention policy Here are two docs that give possible work arounds you can try Storing Activity Data Beyond Retention Policy Maintaining a Directory of Leads Bouncing Emails   Bulk Extract API Check out the documentation here to find out how to use the Bulk Extract API   Contact Marketo Support If you have additional questions, please Contact Marketo Support

Issue Description When we try to drag and drop elements (form, rectangle, etc) into a free-form landing page, nothing happens. Issue Resolution If the free-form template is not mobile compatible, you may experience this issue. Please make the template mobile compatible to fix it. Refer this article to make the existing free-form template mobile compatible: Link - docs.marketo.com/display/DOCS/Make+an+Existing+Free-form+Landing+Page+Template+Mobile+Compatible

  What’s changing? Previously, customers could choose whether they wanted to secure their pages and tracking links via SSL. The responsibility of procuring, maintaining, renewing, and securely sending the certificates to Marketo lie entirely with the customer – Marketo just hosted them. In 2017, Chrome and Firefox announced they would begin flagging any unsecured pages with clear ‘NOT SECURE’ warnings in their 2018 releases to encourage the use of SSL, and even distrusted certificates from certain providers. This essentially designated the certificate as a foundational security necessity to prevent customers fleeing from unsecured sites.   This change reinforced the increasing need for companies to protect their data and mitigate against online security threats. Recent studies have shown that ~45% of organizations are targets of Distributed Denial of Service (DDoS) attacks, typically lasting a few hours, and potentially costing companies not only lost revenue, but also customer data and overall trust. [1]   Simply put, an SSL certificate just isn't enough anymore, which is why Marketo updated how we manage SSL certificates and the overall security of our customers' landing pages with the introduction of Secured Domains, a comprehensive managed service, in early 2018.   How is Secured Domains different than an SSL certificate? In contrast to our previous solution, Secured Domains is less focused on the SSL certificate itself, and rather the security and performance benefits gained from our partnership with Cloudflare, an industry leader in secure solutions. Secured Domains not only includes the necessary SSL certificates, but, more importantly, provides robust security protection thanks to the investment made to secure our servers, which host Marketo landing pages, behind Cloudflare’s trusted security infrastructure.   With Cloudflare’s enterprise-grade tools securing our servers, we protect against security vulnerabilities and attacks on your Marketo pages. Once Secured Domains is implemented for your instance, your domains will be protected via the following:   Managed Web Application Firewall (WAF): keeps your pages secure by filtering and deflecting malicious attacks DDoS Protection:  keeps your pages live by absorbing attacks and preventing the pages (and Marketo's infrastructure) from crashing Content Delivery Network (CDN): a load balancer to distribute page views based on geolocation, which allows landing pages to load more quickly   Secured Domains also shifts the ownership of SSL certificates onto Marketo, which eliminates the hassle of Marketing & IT teams having to manage them and, because they renew automatically, you no longer need to worry about your landing pages crashing due to an expired certificate. The certificates are provisioned by Cloudflare and authored by DigiCert at an enterprise-level offering. For more information, please see our Overview & FAQ: Secured Domains for Landing Pages.   How do I learn more about Secured Domains? If you’re an existing customer, please contact your Marketo Customer Success Manager to add Secured Domains to your subscription. As of September 2019, a base Secured Domains package, which secures your first landing page domain and first tracking link domain, is now included automatically upon your next Marketo renewal. If you are unsure how to get in touch with your Customer Success Manager, please contact CustomerCare@marketo.com.   If you’re considering Marketo for your marketing automation solution and would like more information on Secured Domains and how it can improve your site security and performance, please contact GRP-Marketo-Sales@adobe.com.     Note Due to the security and risk mitigation enhancements we've made to protect Marketo servers, all customer domains are now hosted on Cloudflare. Marketo customers will be required to use the auto-renewing SSL certificate included with Secured Domains unless an exception is granted (more information on exceptions can be found in the FAQ). If you use more than the 1 landing page domain and 1 tracking link domain covered under the base offering, additional domains may simply be added on a la carte - talk to your CSM or Sales contact for pricing details.   [1] Tim Matthews, Imperva, DDoS Impact Survey Reveals the Actual Cost of DDoS Attacks, 12 Nov. 2014  

Issue Description Marketo can now trigger off of changes to Marketo custom objects - docs.marketo.com/display/public/DOCS/Trigger+Off+Custom+Object+Changes - but that functionality doesn't work for Salesforce custom objects. Issue Resolution A workaround that can allow for this to happen is to set up a Marketo custom object that mirrors the SFDC object, then use Apex triggers in SFDC to push the information for the SFDC object to the Marketo object - developer.salesforce.com/page/Creating_REST_APIs_using_Apex_REST. In essence, this maps the SFDC object to the Marketo one, and any changes made on the SFDC side will get pushed to Marketo, and can then be triggered off of in your campaigns. Who This Solution Applies To SFDC integrations with Salesforce custom objects

Issue Description You are sending password reset links, but not receiving those emails, or you are trying to login with what you thought was the correct login without having success. Issue Resolution By default, the Marketo login is an email address.  If you needed to reset password for a User, you enter the login which happens to be the email address associated. However, there is a feature that separates the login and email address, where the login could be test@test.com, but the associated email address for this login is your.name@company.com.  If this feature is enabled and you needed to reset a password, you would still enter the login (test@test.com) and the reset password email would be sent to the associated email address (your.name@company.com). If you would like the feature that allows for separate login and email addresses, please contact Marketo Support.