Knowledgebase

Featured article

(Article Updated - August 2024) Overview A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop to inbox delivery rates if the IPs or domains involved with sending email are listed on a blocklist. Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When an impactful listing occurs, we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved. There are thousands of blocklists, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions. How it works: Unlike many blocklists, Spamhaus lists senders manually. This means they are proactively watching sender activity, collecting data, and base listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well. Next Steps: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist SpamCop Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions, but it makes it to the Tier II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. How it works: SpamCop lists IPs for one of two reasons: Either the email hit SpamCop spam trap addresses OR A SpamCop user has reported the email unwanted. Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation Blocklist resolution flowchart Successful lead reconfirmation What is a blocklist?

Issue Customers on Dedicated IPs are able to set up additional branding within the Marketo sending infrastructure. You are able to set up a branded 'envelope_from' so the From Domain used by the Marketo sending servers is associated with your brand instead of with Marketo. This enables you to further isolate your sending reputation to your own brand and email activity. This can improve delivery rates to email networks looking for this level of alignment (generally smaller B2B domains but this can also help with AOL and Gmail). Branded 'envelope_from' is also key for authentication using DMARC, as it will allow you to align the domains in your email headers. Solution Marketo's default return path/envelope_from domains include: San Jose datacenter - @Em-sj-77.mktomail.com London datacenter - @eu-lon-188.mktomail.com Ashburn datacenter - @potomac1050.mktomail.com Sydney datacenter - @snsmtp.mktomail.com Examples: Standard: Dedicated IP 199.15.21x.xxx envelope_from: em-sj-77.mktomail.com Branded: Dedicated IP 199.15.21x.xxx envelope_from: m01.companydomain.com Process: To implement this, you will need to chose a sub-domain of your choice for this branding, and set up 3 DNS entries: IN A (your sub-domain): Your dedicated IP IN MX (your sub-domain): Your dedicated IP's host-name (a sub-domain of mktdns.com) IN TXT (your sub-domain) “v=spf1 a mx include:mktomail.com ~all” The subdomain must be unique. You cannot use your landing page or tracking link domains for your branded return path. Once that DNS setup is completed, submit a case to Marketo Support with those details and we can complete the process by implementing that branding for your instance's emails.

Issue Unsubscribes are no longer or only sometimes attributing to email assets after switching to a custom unsubscribe page, form, one click unsubscribe or not using the Marketo system default Unsubscribe field. Solution There are a series of steps that must take place for Marketo to attribute unsubscribes to the email asset for reporting purposes. The record must click a link in the email asset which contains the following querystring parameter on the link. This link may be to a Marketo landing page or a non Marketo landing page, either will work fine. Required parameter: ?mkt_unsubscribe=1&mkt_tok=##MKT_TOK## The record must submit a Marketo form. The system default Unsubscribed field must change from false to true via this form submission. (this can be changed back to false after the submission if you do not use this field for unsubscribes) If these actions do not occur as above, we may not attribute the unsubscribe to the email asset. Why are some being tracked? Those that are being tracked are almost always because of the record unsubscribing via the email host provided link (ex. GMail hosted emails) Are records unsubscribed even if it does not attribute to the email? Yes, as long as the field Unsubscribed is true on the record, we will not send the record a non-Operational email. If you would like a one click unsubscribe solution for your records, this is still possible through the use of the Forms 2.0 API and submitting the form in the background.

Included in this article How many total named accounts can I have within Marketo TAM? How many account lists can be created? How many Named Accounts can be added to the Account List? Is Marketo TAM Workspace specific? Which lead attributes are used for Lead-to-Account Matching? How are strong lead matches to Named Accounts determined? How are weak lead matches to Named Accounts determined? How can you make Marketo TAM automatically associate leads to Named Accounts? Do I see all the CRM accounts in the Discover CRM grid? Does the number of CRM accounts match the number of CRM accounts shown in Discover CRM grid? What does the Discover Marketo Companies grid show? What happens if I delete Named Accounts? Can I merge duplicate companies or CRM accounts manually in Marketo? How is the week-over-week engagement over time chart determined and how frequently it is calculated? How is the week-over-week pipeline chart determined and how frequently it is calculated? How is the week-over-week revenue chart determined and how frequently it is calculated? Does Marketo TAM backfill data for engagement over time charts? How far back can I see engagement over time, pipeline and revenue charts? How far back are email and web activities calculated for? How is pipeline determined? How frequently are account scores calculated? How is Currency calculated? Does Marketo TAM support Account hierarchy? Additional Documentation How many total named accounts can I have within Marketo TAM? There is no limit from a product perspective. How many account lists can be created? 1,000 How many Named Accounts can be added to the Account List? 500 Is Marketo TAM Workspace specific? No. Named Accounts are visible to all the Workspaces. But Lead Partition rules are still honored. Which means you can see a named account in multiple Workspaces but depending on the Lead Partition rules, you can only see leads belonging to the corresponding Workspace within that named account. Which lead attributes are used for Lead-to-Account Matching? It is based on 3 lead attributes: Email Domain, IP Address and Company Name. We convert Email Domain and IP address to the Company Names and match all 3 to identify strong and weak matches. How are strong lead matches to Named Accounts determined? When the Company Name matches 3 out of 3, or 2 out of 3 times, then we consider this a strong match. How are weak lead matches to Named Accounts determined? When the Company Name matches only 1 out of 3 times, then we consider this a weak match. How can you make Marketo TAM automatically associate leads to Named Accounts? When you create a Named Account from any of the Discover grids, Marketo creates rules which then going forward are used to do automatic association of leads from the company to Named Accounts. Do I see all the CRM accounts in the Discover CRM grid? Yes, all the CRM accounts that are synced in Marketo show up here Does the number of CRM accounts match the number of CRM accounts shown in Discover CRM grid? Not necessarily. Marketo ABM does light de-duplication by CRM account names. First, we remove company suffixes before matching to company names. (Ex: Co, Corp, Corporation, Gmbh, Inc, Incorporated, LLC, LLP, LP, Ltd, PA, PC, PLC, PLLC). Second, we merge companies or CRM accounts in Marketo with duplicate names (not case sensitive) What does the Discover Marketo Companies grid show? This grid shows all the CRM accounts as well as Marketo Companies that we found in the Marketo lead database. What happens if I delete Named Accounts? None of the leads associated with the Named Accounts will be deleted. You can always go back to the Discover Companies grid and re-create the Named Account. Can I merge duplicate companies or CRM accounts manually in Marketo? Yes. You can use Discover Marketo Companies to do that. How is the week-over-week engagement over time chart determined and how frequently it is calculated? We take daily account scores and show the maximum account score for that week. This chart is calculated every 8 hours. How is the week-over-week pipeline chart determined and how frequently it is calculated? We add the total sum for the 'Amount' of all opportunities except closed-won and closed-lost. We show opportunity amount on last day of the week. This chart is calculated every 24 hours. How is the week-over-week revenue chart determined and how frequently it is calculated? We add the total sum of the 'Amount' of all the closed-won opportunities on a weekly basis. This chart is calculated every 24 hours. Does Marketo TAM backfill data for engagement over time charts? No. Engagement is tracked from the time Named Accounts are created. We don't backfill. How far back can I see engagement over time, pipeline and revenue charts? 90 Days. How far back are email and web activities calculated for? 30 Days. How is pipeline determined? Pipeline is calculated as a sum total of 'Amount' for all open opportunities except closed-won and closed-lost in CRM accounts. How frequently are account scores calculated? Every 30 minutes. How is Currency calculated? Currency is the Subscription currency. Marketo ABM does not covert the currency. Does Marketo TAM support Account hierarchy? Not in this current version, but it is planned for future versions. Additional Documentation Here are some links to related Documentation that you may find useful: Target Account Management (previously ABM) - Troubleshooting Tips Target Account Management Overview - Marketo Docs - Product Docs TAM - Issue a License - Marketo Docs - Product Docs TAM - Permissions - Marketo Docs - Product Docs TAM - Configure CRM Mapping - Marketo Docs - Product Docs TAM - Account Score - Marketo Docs - Product Docs TAM - Account Lists - Marketo Docs - Product Docs TAM - Add People to a Named Account - Marketo Docs - Product Docs TAM - Discover Accounts - Marketo Docs - Product Docs TAM - Lead to Account Matching - Marketo Docs - Product Docs TAM - Named Accounts - Marketo Docs - Product Docs TAM - Account Filters - Marketo Docs - Product Docs TAM - Account Triggers - Marketo Docs - Product Docs TAM Main Dashboard - Marketo Docs - Product Docs TAM - Account List Insights - Marketo Docs - Product Docs TAM - Named Account Dimension in RCA - Marketo Docs - Product Docs TAM - Named Account Insights - Marketo Docs - Product Docs

Issue Customers on Shared or Trusted IPs are able to set up additional branding within the Marketo sending infrastructure. You are able to set up a branded 'envelope_from' so the From Domain used by the Marketo sending servers is associated with your brand instead of with Marketo. This enables you to further isolate your sending reputation to your own brand and email activity. This can improve delivery rates to email networks looking for this level of alignment (generally smaller B2B domains but this can also help with AOL and Gmail). Branded 'envelope_from' is also key for authentication using DMARC, as it will allow you to align the domains in your email headers. Solution Issue Resolution Marketo's default envelope_from (also known as return-path) domains include: San Jose datacenter - @Em-sj-77.mktomail.com London datacenter - @eu-lon-188.mktomail.com Ashburn datacenter - @potomac1050.mktomail.com Sydney datacenter - @snsmtp.mktomail.com Process: To implement this, first reach out to your CSM to confirm that branded return path addresses are included in your Marketo package. Branded return path for instances on a Shared IP would be a paid addition to your Marketo Subscription. There is no charge for instances on the Trusted IP range. Then you will need to chose a sub-domain of your choice for this branding, and set up 2 DNS entries depending on which datacenter your Marketo instance is on: -If your Marketo instance is on the shared range in San Jose, the configs would be: IN MX (your subdomain): em-sj-77.mktomail.com IN TXT (your subdomain) “v=spf1 include:mktomail.com -all” -If your Marketo instance is on the shared range in Ashburn, the configs would be: IN MX (your subdomain): potomac1050.mktomail.com IN TXT (your subdomain) “v=spf1 include:mktomail.com -all” -If your Marketo instance is on the shared range in London, the configs would be: IN MX (your subdomain): eu-lon-188.mktomail.com IN TXT (your subdomain) “v=spf1 include:mktomail.com -all” -If your Marketo instance is on the shared range in Sydney, the configs would be: IN MX (your subdomain): snsmtp.mktomail.com IN TXT (your subdomain) “v=spf1 include:mktomail.com -all” Once that DNS setup is completed, submit a case to Marketo Support with those details and we can complete the process by implementing that branding for your instance's emails.

Article Text Included in this article Overview Troubleshooting Steps Verify Global Settings Check for CRE Excluded URLs Verify Content Being Recommended Make Sure the Page Has the RTP Tag Running Clear Your Browser's Cache and Cookies Overview The Content Recommendation Engine allows content assets to be promoted to visitors on your website. But what happens if it stops working? This doc will show you the common things to check and troubleshooting steps to try to get it working again. Troubleshooting Steps Verify Global Settings The CRE can be switched on or off for your entire RTP instance whenever you want. It's possible that another user may have switched it off and not turned it back on again (it happens more often than you'd think). To enable or disable the CRE globally, go to the Account Settings page and look for the Recommendation toggle switch. Full directions can be found here. Check for CRE Excluded URLs You have the ability to prevent the CRE from being added onto specific pages. If you have URLs excluded from allowing the CRE to be displayed, that would cause the CRE to no longer display on those pages. Many times the exclusion can be set and then forgotten, or set by a different user on accident. Directions on how to set up the exclusions can be found here Web Personalization (RTP) - How To Exclude or Include the CRE on Specific Pages Verify Content Being Recommended Content assets can be switched on or off to designate whether that content should be included in the CRE recommendations or not. Each piece of content can be enabled or disabled individually, but if you don't have any enabled at all, there's nothing for the CRE bar to recommend, so it won't even show up on the page. To check whether content is enabled, from the menu, select Recommendations In the Content Recommendations page, look for the Recommendations column. This will list out all pieces of content you have in RTP and display whether they are enabled or disabled. The Red box means it is turned Off and is disabled. The Green circle means it is turned On and is enabled. Make Sure the Page Has the RTP Tag Running The CRE is a feature of RTP, so if the RTP script tag isn't running on the page, there's no way for the CRE to work. The RTP tag can be implemented in many different ways besides by having it directly in the page's HTML, like having it in a tag manager. These other implementation methods can cause problems so be sure to follow the directions in the documentation here when setting it up: RTP Tag Implementation - Marketo Docs - Product Docs If you know for sure that the RTP tag is on the page, here's documentation on how to troubleshoot what could be keeping it from loading properly: Troubleshooting Web Personalization (RTP) - RTP Tag Clear Your Browser's Cache and Cookies Web browsers store cached data from websites, which can frequently cause old versions of webpages to continue showing even if a different newer version of the page should be loading instead. Try clearing both cache and cookies in your browser and then testing the page again. You can also test using a different browser.

Included in this article Overview Use Sync User Login Check Field Level Security Overview If you've ever had trouble getting a field or field value to sync between Salesforce and Marketo, the most common problem is that the Salesforce sync user doesn't have permissions to access that field. Since different users have different permissions to access fields based on their roles, not every field or record is visible to every user. However, there can be cases when a user needs access to fields which are not accessible. For example, if a program needs to be tested but the field is not accessible, or the user may have been simply missed from the permissions. In such cases, you can check whether the sync user can see that field. Use Sync User Login To find if your sync user has permissions to access the field, check the Salesforce integration ID. Navigate to Admin > Salesforce and check the Credentials. This will give you the login ID. Your Salesforce Admin should have the password for that login ID. Next, log into your CRM using those SFDC sync user credentials. Navigate to the lead/contact record. Check to see if the field shows on the lead record. If the field is not visible, that means that your sync user does not have permissions enable to access that field. Check Field Level Security If the field isn't visible, we need to check the Field Level Security for the fields. This is where the fields will be listed with checkboxes indicating whether the field is to be accessible or not. 1. Go to Setup. 2. Navigate to your Profile. 3. Go to the section “Field Permissions.” Here you’ll be able to see the fields and their corresponding permissions. Restricted permissions could be a reason why the SFDC sync user cannot see a field or record. Therefore, you may need to make changes here to allow permissions to view it.

Issue How to test Facebook lead generation form functionality without viewing the advertisement on Facebook Solution Use the lead ads testing tool by clicking on the link - https://developers.facebook.com/tools/lead-ads-testing to create a test lead. You should use this tool with a valid Facebook Ad Account. Login to Facebook with the same account you used to set up the integration with Marketo. Select the Page and Form you want to create a test lead from. Ensure the Marketo app (APP ID 1480829408843427) is diplayed on "WEBHOOK SUBSCRIPTION FOR THE SELECTED PAGE" section. Click on the "Create Lead" button. In the "WEBHOOK SUBSCRIPTION FOR THE SELECTED PAGE" Click on "Track Status" button which updates real time until you get a response from Marketo. If you do not have the "WEBHOOK SUBSCRIPTION FOR THE SELECTED PAGE" in Facebook, complete the following: Go into the Facebook Lead Ad Launchpoint service in Marketo and unselect all the pages. Finish the setup and save. Do not delete the Launchpoint service but de-select the pages Go back into the Facebook Lead Ad Launchpoint service and re-select the list of pages. Finish the setup and save. This will kick in the code that registers the webhooks on the pages again. It is important to go through step 1 first or the code will not re-register the page. Try creating a lead using the lead ad testing tool. In Marketo, the email address "test@fb.com" should be created.

Article Text Included in this Article: Overview The Problem The Solution Rich Media Content Recommendation Engine Info Overview The Content Recommendation Engine (CRE) is a powerful tool that will allow you to promote online content to your visitors based on their behaviors and the performance of the content itself. When the RTP tag is used on multiple domains, it will pull in all available content regardless of which domain it's on. For some marketers, this can be a problem. The Problem With the standard Content Recommendation Engine, this is an expected behavior. You can't limit the the recommendations from one domain to stop showing up on other domains. The content being recommended will show across all domains where the RTP tag is in use. The Solution There are two types of Content Recommendation Engine. The Rich Media Content Recommendation Engine will let you get around this problem. The standard Content Recommendation Engine gives the bar along the bottom of the web page with the content recommendations in it. This recommendation engine is expected to have content extending across all domains where your RTP tag is in use. The Rich Media Content Recommendation Engine will allow you to target which content you want to have in which places by categorizing the content and specifying which categories each web page should pull from. Rich Media Content Recommendation Engine Info For directions on how to utilize the Rich Media Content Recommendation Engine, please see: Enabling the Rich Media Recommendation Engine - Marketo Docs - Product Docs

Overview SSO Authentication Updating SSO Credentials Tips SSO Only Login Wait to disable the existing certificate Overview Marketo’s Single Sign On (SSO) feature allows your company to use your own company’s SSO service to authenticate your login into your Marketo instance. Your initial setup of the SSO is covered in the documentation here. You may need to change your SSO authentication settings after the initial setup. This document will show you the process on how to do so. SSO Authentication The Identity Provider (IdP) you use will provide you with your SSO authentication credentials and security certificate. Marketo uses this information to validate your login from your IdP, so these credentials come from your IdP. Updating SSO Credentials Once you have retrieved the new security certificate, you can enter it into Marketo. 1. Under Admin click on Single Sign-On. 2. Select Edit in the SAML Settings 3. Enter your Issuer ID, Entity ID, select the User ID Location and click Browse. 4. Select your Identity Provider Certificate file. 5. Click Save. Tips There are a couple things to watch out for when changing your SSO certificate. Here’s a couple tips to avoid trouble along the way. SSO Only Login If your company uses SSO for login, you’ll have an optional setting to restrict login access to your Marketo instance to SSO logins only. This prevents users from logging in directly, forcing the use of SSO. You can check for this setting under Admin > Login Settings These settings do allow the creation of a special User Role that can bypass the SSO restriction. However, sometimes as people come and go within the company, the users enabled with that User Role could no longer be available. TIP: Before changing your SSO certificate, create a new user utilizing this User Role that bypasses the SSO requirement. If something goes wrong while setting up the new certificate, you’ll be glad you have a back door into the Marketo instance! Wait to disable the existing certificate Your IdP will issue a new certificate, but what if something goes wrong while entering the new information into Marketo? TIP: Get the new certificate and set it up in Marketo before you fully disable the existing certificate within your IdP on their side. If something happens to the new certificate, you’ll be glad you have the do-over available and can switch back to the existing certificate that still works!

Overview Add Leads to Static Lists Use Custom Fields Overview Lead records have two primary components – lead attributes and activity logs. Lead attributes are the fields and field values within the lead record. For example, Job Title is a lead attribute. Lead Name is a lead attribute. Activity logs record the actions Marketo or the lead themselves have taken. For example, sending an email to a lead is an activity that would show in the activity log. If the lead opens the email or visits a tracked page, those activities would show in the activity log as well. Activities in the activity log are only retained for 25 months, or 37 if you have purchased the premium data retention option. The main way to store activity data beyond the Data Retention Policy timeframe is to use the Bulk Extract API. There are two other ways you can keep a reference of these activities after the end of the Data Retention period, and they can be referenced within the Marketo UI. This article will show you how that can be done. Add Leads to Static Lists Static lists will retain lead membership even if the activity of adding the lead to the list has been removed. This will let you have lists dedicated to specific criteria that would otherwise be removed after the data retention time period has been passed. For example, Smart Campaign membership history is not retained after 25 months. If you are searching for members of a Smart Campaign, but a lead first became a member of the Smart Campaign more than 25 months ago, the search results would not include that lead. An easy way to work around that is to add your leads to a static list as part of the flow of the campaign. When creating your Smart Campaign, create a new static list with the same corresponding name (makes it easier to identify later). When building the flow of your campaign, add the "Add to List" flow step so that all leads going through the campaign will be logged on the list. Use Custom Fields Lead attributes and their field values are not affected by the Data Retention Policy. 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 that are not affected by the Data Retention Policy. A side benefit to this is that it is faster to search by lead attributes than by searching through lead activity logs. Example: This approach can work for many different activities, but let’s use form fill outs as an example. Let’s say you want to be able to identify leads who have been very active and have filled out more than 5 forms over their lifecycle. You could use the filter “Filled Out Form” with the “Min. Number of Times” constraint set to 5. However, if one of those forms filled out occurred more than 25 months ago, the filter would only be able to access 4 form fill activities in the activity log. Therefore, the lead would not pass the filter. Instead of using the “Filled Out Form” filter, set up a Smart Campaign to write to custom fields that show you how many forms they’ve filled out, and when the first one was. Here’s how to do it: 1. Create two new custom fields in Marketo, one Score Field, and the second a Date Field. 2. Create a new Smart Campaign 3. Add the trigger “Fills Out Form” set to “is any” to the Campaign Smart List 4. Add these two Flow Steps to the Campaign Flow: Flow Step 1: “Change Score” Score Field Name: your score field name Change: +1 Flow Step 2: “Change Data Value” Add Choice to Flow Step Choice 1: If “your score field name” “is empty” Attribute “your score field name” New Value: {{system.date}} Default Choice: Do Nothing This campaign will listen for any time a lead fills out a form, add +1 to your score field, and if it’s the very first form they’ve ever filled out, it will log the date of when it was done. If the lead has ever filled out a form in the past, there will already be a date value in the date field, so the flow choice would just skip over it and do nothing. Results You’ll See: With the original goal of identifying leads who have filled out more than 5 forms you’ll be able to filter for leads that have filled out at least 5 forms. In addition, this campaign will let you search for leads based on when they had filled out their very first form, regardless of how long ago it was. Since it’s stored in a lead field, it’s a lead attribute that is not affected by the Data Retention Policy at all.

Included in this article: Overview Limitations Error Handling and Troubleshooting Overview No-Draft for Snippets allows you to distribute snippet changes without drafting approved assets using it. All assets using the edited snippet get the updates and maintain their respective status: Approved assets get the snippet updates and stay approved Drafts get the snippet updates and stay in draft mode No-Draft is automatically enabled for all Administrator roles. An admin can then enable this feature for any additional role. While No-Draft Snippets are very useful, they do have some limitations and issues that tend to arise. This article will show you what those limitations are and how to troubleshoot issues that can come up. Limitations This feature is designed to save time with the snippet approval workflow. There are a few limitations to be aware of: No-Draft will not work if you replace one segmentation with another one in the same snippet. However, No-Draft will work if you change, add, or delete a segment within a segmentation that is referenced in the snippet No-Draft will not work if you add/remove a segmentation to a previously approved snippet By design, No-Draft will fail if you make a dynamic snippet static, or a static snippet dynamic. If your use case requires this scenario, then we recommend you create a new snippet to be used across your assets. If you must update the existing snippet, then you will need to approve it using the Create Draft option, then re-approve the assets using the snippet (in other words, the old behavior) No-Draft does not auto-approve drafts Users without the No-Draft permission can still approve a snippet, however it will generate drafts of approved assets No-Draft works only when approving one snippet at a time Assets using the snippet are locked for approval until No-Draft is done processing Snippet updates made to approved assets cannot be rolled back No-Draft applies only to snippets Error Handling and Troubleshooting If something goes wrong, an error message is delivered to the Notification section of Marketo. You can subscribe to this notification and receive email alerts in their inbox. Users must subscribe to No-Draft in each workspace with the permission enabled. If an error does occur, chances are that the update process was not completed. Some assets may have the updated snippet content and others may not. To resolve, redraft the snippet and re-approve. 1. Select the snippet and click Edit Draft. 2. Make a small edit in the snippet editor to create a draft (such as pressing the keyboard’s spacebar). 3. Click Approve Snippet. 4. In the dialog box, select Update all to start over. This should fix the issue. Contact Marketo Support if the problem persists.

What’s changing? On February 21, 2019, Webkit announced the new release of Safari’s Intelligent Tracking Prevention (ITP), known as ITP 2.1 and ITP 2.2 shortly thereafter. With ITP 2.x, all persistent client-side cookies, i.e., non-session cookies created via JavaScript through document.cookie, are capped to a seven-day or one-day expiry. Mozilla Firefox and Google Chrome have also announced their intent to conform to these new policies, though no details or dates have been released. How does this impact Web Personalization? As a result of these changes to the cookie policy, 7 days after their initial tracked visit to your domain, the RTP cookies of visitors using Safari (or future affected browser versions) created with the existing versions of RTP JavaScript will expire, and on subsequent visits, they will be tracked as a new visitor. How does RTP operate? On a person’s first visit to a page where rtp.js is loaded, a new anonymous person record is created in Marketo Web Personalization. The primary key for this record is the trwv.uid which is created in the user’s browser. All subsequent activities on Campaigns, Rich media and Recommendation bars are recorded against this anonymous record. In order to be associated with a known record in Web Personalization Marketo, one of the following methods should be used: The person may visit a Munchkin-tracked page with a mkt_tok parameter in the query string from a tracked Marketo email link. The person may fill out a Marketo Form. REST Associate Lead call must be sent. Once one of these actions is completed, the cookie and all its associated web activity will be associated with the known record. How is Marketo planning to address ITP concerns? Marketo will implement a new web service to allow RTP cookies to be set with a Set-Cookie header via HTTP response, so that they may bypass the 7-day expiry cap imposed when setting cookies via JavaScript. Do I need to do anything to take advantage of these updates? If you have incorporated the changes as part of the Munchkin update for ITP (which was rolled out in the last release) then you do not have to take any action. Please refer to this link for details : https://nation.marketo.com/t5/Knowledgebase/Browser-Cookie-Updates-How-Marketo-Munchkin-Is-Affected/ta-p/251524 If not please follow the below steps: In order to leverage the new behavior and take advantage of the greater expiry period and tracking capabilities, ensure that you have configured the following: A Landing Page CNAME Secured Landing Pages (i.e. HTTPS) For external pages, you must have configured a Landing Page Domain or Domain Alias with a Top-Level Domain (TLD) matching the external domains which you wish to track For example, if you have pages on the domain www.example.com which are tracked, you must have configured an LP Domain or Alias which is a subdomain of example.com, like munchkin.example.com What happens if I do nothing? RTP’s ability to track users across sessions on the same domain will remain limited by ITP to either 1 or 7 days based on the browser and browser version used by the visitor. As of this posting, this only affects visitors using the Safari browser, although Chrome & Firefox may follow suit with their own versions. When will the solution be launched? All customers should expect to have the solution with the Jun 2020 Marketo release. Note: Please feel free to refer the link for the munchkin update for ITP which was part of the earlier release: https://nation.marketo.com/t5/Knowledgebase/Browser-Cookie-Updates-How-Marketo-Munchkin-Is-Affected/ta-p/251524 Google Chrome Update (Feb. 2020): Google recently announced that the Chrome browser will block all third-party cookies within two years; however, since Marketo uses 1st party cookies, this update regarding 3rd party cookies will NOT affect your Marketo tracking efforts. For further context about 3rd party cookies in general, and the industry shift away from using them, please see the following article for Adobe's stance across the Experience Cloud Solutions: medium.com/adobetech/an-adobe-perspective-google-chromes-announcement-on-the-future-limits-o...

NOTE: To secure your Marketo landing pages requires either Marketo SSL for Landing Pages (obsolete service) or Secured Domains for Landing Pages. Please contact your Marketo Customer Success Manager for more information or to purchase. If you have already secured your Marketo landing pages with Secured Domains for Landing Pages and now need to add additional subdomains to be served securely, please follow the steps below: Step 1. Create your new subdomains (CNAMEs and Domain Aliases) Step 2. Submit a support case to secure your new subdomain STEP 3: Create New Landing Pages Step 1. Create your new subdomains (CNAMEs and Domain Aliases) To secure a new subdomain, please create the CNAME(s) and domain alias(es) in your instance. For more information on this, please see: Add Additional Landing Page CNAMEs. Step 2. Submit a support case to secure your new subdomain Once you’ve created the new subdomain (CNAME and domain alias), please click the link below to create a support case. OPEN A NEW SUPPORT CASE Marketo login required. Select Case Type - "Help me setup/create" Select Case Issue - "System Configuration" If you have multiple instances, please provide us with the Munchkin Code (Found in Admin > Munchkin) of the instance that is ready. Format ###-XXX-###. Marketo will have any additional certificate(s) generated and loaded to cover the new subdomain(s). This step may take up to 3-business days. Marketo will contact you when this step has been completed. STEP 3: Create New Landing Pages Once you receive confirmation that the subdomain has been added, you can now create new HTTPS landing pages. Please be sure all images, JavaScript files and other external links in your landing pages are HTTPS. If you previously created landing pages, please review each of these and update all references to HTTPS. Please contact Marketo Support with any issues you may encounter. If you purchased the SSL for Landing Pages service, you may need to upgrade to Secured Domains for Landing Pages, our new solution to secure landing pages. Please contact your Marketo Customer Success Manager to add Secured Domains for Landing Pages to you subscription. Please note, with this upgrade, Marketo will provide the required certificate(s) and manage their ongoing approval.

Article Text Using URL parameters are an important way to organize your web analytics and tracking. With Marketo Web Personalization, when a web visitor clicks on a personalized Web Campaign we add a parameter to the URL. This parameter is "?iesrc=ctr". Having this parameter allows you to report on your web analytics to see and compare all the clicks on Web Personalization campaigns and overall performance of your personalization strategy. The Marketo Predictive Content application also includes a URL parameter every time a visitor clicks on predictive content (from the bar, rich media or email). The URL parameter used here is "?iesrc=rcmd". You can also add your own UTM parameters to the URL link you have in your Web Personalization Campaign or your Predictive Content piece. The most common URL parameter tools we see customers using is the Google Analytics tool. In their words "This tool allows you to easily add campaign parameters to URLs so you can track Custom Campaigns in Google Analytics. See: Campaign URL Builder — Google Analytics Demos & Tools". Make sure to follow the best practices: Best Practices for creating Custom Campaigns - Analytics Help

Issue Marketo is giving an "SPF Configuration Error" despite the sending domain SPF record being set properly using an "include:". Solution SPF records have a limit of 10 look-ups that can be included in the record, so if your Marketo sending domain is also used to send emails from several other systems, your IT team may need to use an "include:" mechanism in the record in order to make sure that Marketo's sending IPs are included. The tool in Marketo that verifies that your SPF record is configured properly is not able to follow such an "include:", so you will get a notification in your instance that states "SPF information for {your sending domain} is not configured correctly in the domain's DNS record". For example, if your SPF record was set up as: "v=spf1 include:spf.protection.outlook.com include:_spf.salesforce.com include:amazonses.com include:mktomail.com ~all" All the references in the SPF record are "include:" mechanisms that reference the other companies sending IPs: spf.protection.outlook.com contains "v=spf1 ip4:207.46.101.128/26 ip4:207.46.100.0/24 ip4:207.46.163.0/24 ip4:65.55.169.0/24 ip4:157.56.110.0/23 ip4:157.55.234.0/24 ip4:213.199.154.0/24 ip4:213.199.180.0/24 include:spfa.protection.outlook.com -all" _spf.salesforce.com contains "v=spf1 ip4:85.222.130.192/26 ip4:85.222.138.192/26 ip4:96.43.144.0/20 ip4:136.146.128.64/27 ip4:136.146.208.0/21 ip4:136.147.32.0/19 ip4:182.50.78.64/28 exists:%{i}._spf.mta.salesforce.com -all" amazonses.com contains "v=spf1 ip4:199.255.192.0/22 ip4:199.127.232.0/22 ip4:54.240.0.0/18 -all" mktomail.com comtains "v=spf1 ip4:199.15.212.0/22 ip4:72.3.185.0/24 ip4:72.32.154.0/24 ip4:72.32.217.0/24 ip4:72.32.243.0/24 ip4:94.236.119.0/26 ip4:37.188.97.188/32 ip4:185.28.196.0/22 ip4:192.28.128.0/18 ip4:103.237.104.0/22 ip6:2a04:35c0::/29 ~all" In this situation, all of the required sending IP addresses are included in the SPF record, and recipient mail servers are able to follow that "include:" mechanism and verify it properly, but the tool in Marketo would still give an error due. To determine whether the error is indicating that something is wrong with the record, or if it is simply due to the limitations of the tool in Marketo, you can use one of these third-party tools, once the SPF record is published, to make sure that the record resolves properly using any of the IP addresses that are included.: SPF Query Tool vamsoft.com/support/tools/spf-policy-tester These tools will then process the full SPF record and let you know with a "Pass" response if the "include:" mechanism is working properly. Other Resources: Common SPF Errors & Fixes Quick Tip: Don't over include: in your SPF

Issue Links placed into emails by a token are not being tracked and do not show successful click activity in the lead/person record. Solution When Marketo sends emails, you can think of building the email in 2 steps: Marketo searches the email code for "http" or "https" and wraps the tracking code around the URL Marketo inserts the values of {{tokens}} into the email. If the {{token}} value is www.domain.com, that would be expected to not track because of the above 2 steps. After the {{token}} value is inserted, Marketo does not go back to wrap tracking code around http/https. The {{token}} doesn't look like a URL when the system applies the tracking code because the tokens don't pull the values in until the next step after. The solution to tracking tokens is to place or on the outside of the token, like such: {{token}} That way, when Marketo builds the email, in step #1, the system recognizes the http and knows it's a URL. Then the tracking is wrapped around the http and the {{token}} as well. Then in step #2, the {{token}} value is inserted into an already-wrapped link. Keep in mind is that if the {{token}} value contains http, but http is on the outside of the {{token}}, the link will break. Let's say the URL you want to insert is www.domain.com. You have to move the out in front of the {{token}}, but you don't want to also have it inside the {{token}} as well or your link ends up being http://www.domain.com. To get around this, you'll need to remember to take the out of the {{token}} value. {{www.domain.com}} would instead be {{www.domain.com}}

Issue Does the email address assigned to the API user need to be an email address maintained by an actual person? https://docs.marketo.com/display/public/DOCS/Create+an+API+Only+User Solution The email address assigned to an API user does not need to be an existing email address or an actual person. It is used as an identifier for the API user. Generally, customers name the API user according to the integration the API user is being used for (e.g. integrationuser@company.com). This is useful for tracking where API calls are coming from when there are multiple integrations configured with Marketo via the API

Issue Emails with valid email address get soft bounced with this error: Local address contains control or whitespace. Solution This error means that the email has a space somewhere in the the From email address or there was a comma or extra character in the From line. If you do not see a space inside the email address, check the end of the address to see if a space somehow got added at the end. The email send did not occur due to the error with the address. The emails will need to be resent once after the associated address is corrected with white spaces or extra characters. Also, there is the possibility that email address "text" contains Paragraph marks or hidden formatting symbols (https://www.computerhope.com/jargon/f/formmark.htm) and instance users will required to have it reviewed and changed.

Issue You have a custom landing page template and are able to see that landing page is not rendering perfectly on the editor but works as expected when published. Solution As you are facing the issue on a custom template, we suggest you to follow the below steps. Download a template form the URL- experienceleague.adobe.com/docs/marketo/using/product-docs/demand-generation/landing-pages/landing-page-templates/guided-landing-page-template-list.html In Marketo, navigate to the Design Studio Click Landing Pages in the left-hand tree, then select Templates. In the menu bar, click Import Template. Choose the downloaded file, enter a template name, then click Import (make sure to pick a descriptive name and indicate that editing mode is Guided). Create a new Landing page with the recently downloaded template without making any changes. If the default background image works on this landing page as expected, it confirms that the issue lies with the custom coding that was added to the template. Marketo Support is not set up to assist with troubleshooting custom code. The best point of contact will be your web developer who should be able to resolve the issue for you. Please be aware that the landing page editor may not load all external resources in the editor or previewer, which can cause them to look different than the published version. If the background image doesn’t render on this newly downloaded template as well, contact support and we will assist in troubleshooting your issue.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Branded Return Path (envelope_from) on Dedicated IPs

Unsubscribes Not Tracking in Reporting

Target Account Management (previously ABM) FAQ - Product Facts and Figures

Branded Return Path (envelope_from) on Shared or Trusted IPs

Troubleshooting - Web Personalization (RTP) Content Recommendation Engine Not Working

How to check if an SFDC sync user can see a field

Using the Facebook Lead Ads Testing Tool

Troubleshooting Web Personalization (RTP) Content Recommendations Appearing Across Domains

Changing your Single Sign On Certificate

Storing Activity Data Beyond Retention Policy

No-Draft Snippet Limitations and Troubleshooting

Browser Cookie Updates: How Marketo/RTP Is Affected

Setting Up Secured Domains for Marketo Landing Pages - ADDING NEW SUBDOMAIN

URL Parameters with Web Personalization and Predictive Content

“SPF Configuration Error” Notification on Redirected SPF Record

Tokenized Links in Email Not Being Tracked

API User Email Address

Disable Niko from ToutApp Extension

Soft Bounce: Local Address Contains Control or Whitespace

Troubleshooting Background Image Not Being Rendered on Landing Page Editor