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

Issue What is the difference between Program Status Vs. Person Status? Solution Person Status is an attribute on a record and is an over all status for the record. An example would be a lead that has MQL or Marketing Qualified status. Program Status is the status a lead is in within a program. An example for an lead would be in a trade show or any event type program. This would have a program status of "Invited" or Registered. A single lead can have multiple program statuses, one for each program membership they have. A great way to look at it is, I have a Monthly membership to the Gym and a premium membership to the local warehouse club. I have multiple memberships and statuses for those memberships.. However my "Person Status" is different, I am for example licensed to drive in the state I live. My status is either licensed or not..

If you want to put a Marketo form your own website but would like to keep progressive profiling and prefill, this solution is for you. Note These instructions apply to Forms 1.0 only. These will not work in Forms 2.0. Learn how to: Create a Form Create a Landing Page Add Your Form to Your Landing Page Add The Iframe to Your Web Site Create a Form 1.1 Create a Marketo form with all the fields you would like to have on your page, see Create a Basic Form for details. Create a Landing Page 2.1 Create a Marketo landing page using the blank template, see Create a Landing Page for details. Add Your Form to Your Landing Page 3.1 Add the form you created above to the landing page, see Add a form to a Landing Page for details. 3.2 Select your form in the landing page editor. 3.3 Set Top and Left to 0 in the Property Sheet. 3.4 Drag the corner of the form box out ever so slightly (just a few pixels). 3.5 Now write down the height and width from the Property Sheet, you will use these values later for your iframe. Reminder Approve the landing page. Add The Iframe to Your Web Site 4.1 Update the URL in the code below with the URL of the approved landing page that has your form on it as well as the height and width. <iframe src="go.example.com/marketoform.html" width="289" height="192" frameborder=”0”></iframe> 4.2 Add the code to your website and it should start working immediately.

Warning: This isn't for the faint of heart. If you really know your Javascript and are comfortable with your landing pages, then you might consider adding custom validation on top of Marketo's built-in validation: Adding custom validation to a Marketo form before submitting it The function Mkto.validateField processes the form fields and checks their values. By changing that function, you can replace or remove Marketo's built-in form validation. Note: Please ensure that you have access to an experienced JavaScript developer. Marketo Technical Support is not set up to assist with troubleshooting JavaScript. Disabling Validation To disable Javascript validation outright, add this javascript to your landing page as a Custom HTML block or on your landing page template: <script type="text/javascript"> Mkto.validateField = function(fld) { return true; } </script> Custom Validation If you want to do your own validation, open http://appl.marketo.com/js/mktFormSupport.jsand find the Mkto.validateField function. It does lots of validation including email addresses, required fields, and phone numbers. If you want to do your own validating instead of Marketo's, replace the Mkto.validate function by using a dedicated Custom HTML block or by editing your landing page template: <script type="text/javascript"> Mkto.validateField = function(fld) { // code goes here. return true if it's valid, false otherwise return true; } </script> Instead, you really should keep the Marketo validation and instead add your own custom validation on top of that: Adding custom validation to a Marketo form before submitting it

There are thousands of blocklists out there and all of them operate a little differently and all have varying levels of reputation. There are only a dozen blocklists that really can impact delivery. The blocklist that requires the most work from you when you request delisting is Spamhaus. Spamhaus is a trustworthy blocklist and if you are listed at Spamhaus you have made a mistake that will need to be directly addressed before the listing can be removed. SpamCop is considered a tier I blocklist for B2B marketers but a tier II for B2C marketers. Marketo responds to all SpamCop listings; researching to identify the source so we can work with the customer to educate on best practices and prevent future listings. Some blocklists require that you pay a fee to be delisted. These blocklists are not favored in the email community because they use this tactic. For the most part, Marketo advises our customers not to mind alerts of being listed on a pay-to-delist blocklist. These blocklists tend to have minimal impact to your deliverability. For the most part blocklists are dynamic and resolve themselves in around 24 hours if the issue resolves. If the problematic sending continues, the blocklist will continue to keep you listed until the offending sending pattern stops. If you are blocklisted, your main concern at that point should be making sure it doesn't happen again. For steps on how to identify the problematic data source and improve your list hygiene in an effort to avoid blocklist issues, see our article on blocklists that matter.The article highlight those that have the potential to be the most impactful, as well as those to be largely ignored . Because blocklists are dynamic and constantly evolving, their relevancy is also subject to change within the Marketo sender ecosystem. Some had notable impact at one time but no longer are. Therefore always make sure to check if the current blocklist(s) of concern is a reputable and relevant to the sender region and ecosystem, and become familiar with those that matter the most.

Issue Description You wish to use all features of Revenue Explorer reporting and need to set up your instance to pass the necessary information to RCE Issue Resolution In order to use all the features of Revenue Explorer, the following tasks should be completed. Each one notes the report type it applies to. 1.) Set relevant Channel Tags Analytics Behavior as 'Inclusive (regardless of Period Cost)' (all RCE analysis areas) 2.) Review and establish appropriate statuses and successes for relevant Channel Tags (Opportunity Analysis; Program Membership Analysis; Program Opportunity Analysis; Program Cost Analysis) 3.) Ensure that the appropriate statuses are being set within the Marketing Programs' smart campaign flow. In other words, based on certain actions, changing the assigned program statuses to leads in some unified manner to ensure Success statuses are set for programs of the same Program Tag/Channel Tag. (Opportunity Analysis; Program Membership Analysis; Program Opportunity Analysis; Program Cost Analysis) 4.) Assign Program Tags to programs to ensure accurate data in reporting. You can even assign past programs with current Tags, and the data will be made available to Revenue Explorer (bearing in mind the 24 hour sync delay of data) (Email Analysis; Program Membership Analysis; Program Cost Analysis; Program Opportunity Analysis; Program Revenue Stage Analysis) 5.)Assign Period Costs to Marketing Programs based on the cost it takes to run the program. (Program Cost Analysis; Program Revenue Stage Analysis; Program Opportunity Analysis) 6.) Build a Revenue Cycle Model that reflects the flow of your business - docs.marketo.com/display/public/DOCS/Revenue+Cycle+Models (Model Performance Analysis (Companies); Model Performance Analysis (Leads); Program Revenue Stage Analysis) Complete the steps that apply to the types of reporting you are interested in. For example, if you would be interested in using Program Cost Analysis, then you would want to complete steps:1, 2, 3, 4, and 5 to get the full capabilities from the tool. If you were interested in Program Membership Analysis, you would complete steps: 1, 2, 3, and 4. Who This Solution Applies To Customers with Revenue Explorer Is this article helpful ? YesNo

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.

As of November 30, 2019, all the familiar content on the Marketo Engage Status Pagehas been migrated and is now available on the Adobe Status Page .This move allows us to leverage Adobe’s more robust and efficient monitoring platform for not only the standard alerts and scheduled maintenance, but also hotly-requested functionality including pod-specific status updates and proactive notifications! Timeline October 31, 2019: The functionality to subscribe to notifications at the solution and pod level released on the Adobe Status Page. Customers may begin exploring and subscribing to various notifications. November 30, 2019: Marketo Status Page was deprecated and a redirect to Adobe Status Page was put in place. Moving forward, please refer to this article for up-to-date System Uptime and Deliverability Scores. January 8, 2020: To better prepare you for upcoming changes and scheduled maintenance, we have increased the previous two-day ‘lead time’ of these notifications based on impact. Service Maintenance 30-day lead notifications are now available on Web/Mobile/Tablet surfaces and via Email notifications. Opt-In to Adobe Status Page Subscriptions For step-by-step instructions on how to opt-in to Adobe Status notifications, please refer to this article: Subscribe to Adobe Status Notifications Common Questions How do I see previous issues or maintenance? 1. Go to: https://status.adobe.com/ 2. Click "Experience Cloud" 3. Click "Adobe Marketo Engage" 4. Select the appropriate Service 5. Click the dots on the date line to view the details of what occurred on that day What do the colors mean on the Status page? 1. Blue is for maintenance 2. Red is for a major issue 3. Orange is for a minor issue

Issue You are trying to export a list of leads from Marketo, some of the records on the list are not being exported. Solution There is a limit when exporting records from Marketo, and it's a file size limit. You are only able to export a certain amount of data. The amount of data being exported is dependent on how many visible fields are represented in the List Columns (controlled by the View), and of course how many records are in the list. If you try to export 10K records with 5 field columns in the list view, this would be less data to export than if you tried exporting 10K records with 50 field columns in the list view. If the list of leads is too large to export in one go, you'll have to break down into multiple smaller lists. You can create smart lists to export, and these smart lists could be separated with First Name 'starts with' "a" and export that list. Then make another smart, First Name 'starts with' "b" and export that list. Etc. You could do this 26 times, or you could try doing two letters at a time, First Name 'starts with' A or B, and export that list. But it really depends on the total number of records and visible columns in the View. That's just one option, but you can apply the same principle with another attribute of your choice. Another way to export a large quantity of leads would be with the API. Marketo Services can also export leads, but this would have an associated cost. If you would be interested in this, please contact your account representative.

Issue You already have a Marketo connected to an instance of Salesforce and want to switch to a different instance of SFDC. Solution This is not possible. Once you have connected your Marketo instance to an instance of SFDC, that connection cannot be changed. If you want to connect Marketo to a different instance of SFDC, you would need to contact your Customer Success Manager to have a new Marketo instance provisioned.

Issue How to confirm ZoomInfo integration is working with Marketo. Solution First, follow the installation guide: help.zoominfo.com/18441-formcomplete/installation-guide#product-overview To check if its working: Go to Marketing Activities. Navigate to the folder and then click on the Smart Campaign that runs your Form Complete. From the Smart Campaign, click the top navigation menu item, “Results”. Find the most recent “Call Webhook” activity type and double click it. The Activity Details window will pop-up (check your pop-up blocker if it does not). Inside this window will be what you need to diagnose most problems. The easiest way to know if it worked or did not is that the Response Code should read: 200. This means it was successful in terms of sending and receiving the response in a way that the API accepted it. Anything other than 200 you should lookup with a Google search and investigate. Finally, go to the Lead Database, and in the quick find search for the unique contact record that submitted the form to find the record that went through the Form Complete Webhook. Double click the right record from the view and that person record will load up. From the top navigation click, “Info” and scroll down till you see the custom fields you created in Step 1 (above). You should see the fields populated if all of the steps were completed successfully. Who This Solution Applies To Customers using the ZoomInfo Integration

Issue Leads are members of a Marketo Program that is synced with a SFDC campaign, but there are some leads that have not synced to SFDC. Solution 1.) First check to see if this was caused by a Salesforce Sync Error. This can be checked in the Admin area under Admin > Salesforce > Sync Errors. Additionally, errors will appear under Notifications, check for the subject 'Salesforce Sync Error: Unable to Add Leads to Campaigns'. This will list the details of the SFDC Error and a list of sample leads along with the Salesforce campaign that they failed to sync to Example error: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY: insufficient access rights on cross-reference id Sample Leads: Salesforce Campaign lead1@mail.com Campaign name lead2@mail.com Campaign name 2.) This can also be caused by mismatched statuses between the Marketo Program and the SFDC Campaign. If the status doesn't exist on both sides, leads with the problem status can fail to sync. 3.) This can also be caused by a backlog for the program/campaign sync. Check with Marketo Support to see if a backlog is present. Who This Solution Applies To Customers using Marketo with Salesforce integrated

In the activity log, there is a Data Value Change activity for Unsubscribed from false to true. After I double click the activity, the detail page of the activity opens up. In it, for the Reason of this change, it has, "System flow action sysActionChangeDataValue". What does this mean ? This is the result of an automated process known as Durable Unsubscribe. Marketo changed this record when it detected the same change within another record (duplicate) using the same email address. The system will not all one unsubscribed record and the rest of the duplicate records using the same email address set to subscribed. Marketo will make the same adjustment to the rest of the records that are using the same email address as the first record it finds with that email address. This change can go either way From True to False or False to True. For more info, please see this article.

Summary Estimating the external storage requirements for your Marketo Engage Database Issue I want to extract all of my data from Marketo Engage and store it. How much storage space will I need? Environment Marketo Engage and External Systems Solution Summary There is no repeatable method to accurately estimate the amount of storage you will need to extract and store your Marketo Engage database. Standing in the way of good estimation is data availability, field selection, and storage method. Any accurate estimate will take into account the potential sizes of each type of data and their quantities (known to data scientists as "facts and dimensions"). Determining ranges for these values takes a lot of preparation and may require a high level of skill. IMPORTANT NOTE: Estimating Database size is hard so any estimate used to make business decisions should be made in cooperation with a database or application architect or other qualified professional. Scope Some information won't be extracted. Information about anonymous leads, for example, cannot be extracted. Some of the data that can be extracted may not be needed at all. Selecting the right data for your needs is the best practice as it reduces the required storage and leads to a more efficient extraction process. Field Definitions How the fields are defined in the target system will affect how big the stored data is. Depending on your storage format, padding may play a role in the size of your extracted database. As an example, the "Country" field in Marketo is a string of up to 255 characters. You could chose to store 255 characters for every country value. Or you may choose a format that uses a variable amount of space. You might also know that the longest country name is "the United Kingdom of Great Britain and Northern Ireland" meaning that 199 of those characters will always be extra so you truncate the value from Marketo storing the first 56 characters only. Each choice will have an impact on the size of your extracted database. Estimating 199 unnecessary characters per lead and making similar decisions for other fields will add up to increased storage requirements and slower extraction time. Format Once the desired data is identified, the next step is to extract, transform and load (ETL) the data from Marketo Engage into your storage system. The data returned by Marketo's API is plain old text which is usually formatted as JSON or CSV. For the information to be useful, you will transform it from JSON into the format necessary for your storage system. That format could be an Excel spreadsheet, Microsoft SQL database or a schema-agnostic database like Azure Cosmos DB. How the data is formatted and encoded will make a big difference in the amount of storage needed. Take this simple example: a Microsoft Excel spreadsheet with "Marketo Engage" in cell A1. I saved that same file in four different formats which resulted in files ranging from 1 KB to 25 KB. The format you store you information in may have a bigger impact on your final storage requirement than the data itself. This is a article attached image To help illustrate the impact of the storage system, take a look at this guide for Microsoft SQL Database size estimation: https://docs.microsoft.com/en-us/sql/relational-databases/databases/estimate-the-size-of-a-database Functionalization Once you've extracted your data, what are you going to do with it? Archiving your data (simply storing it) is easiest and comes with the fewest contraints. A compressed archive (Zip file) will save dramatically on storage space at the cost of functionality and ease of use. Functionalizing your data (using it in an application) requires more: at least better speed and searchability: typically a relational database. An application will often require additional data and that will need to be accounted for too. Facts and Dimensions: Do the Math It's a lot of work to get to this stage. Once you've determined how your extracted data will be stored, you can set upper and lower bounds on the sizes for each object type extracted (lead, email, activity, etc). These are your facts. Then multiply those values by the number of each type of record. These are your dimensions. Add to that the overhead of your target storage system and its functional requirements to generate your final estimates.

It's easy to add multiple images and files all at once. 1. Go to the Design Studio area. 2. Under New click Upload Image or File. 3. Select the folder where you want to store the images or files, then click Browse. The maximum size per file is 50MB 4. To add multiple images and files, browse to the correct folder on your computer, hold down Ctrl/Cmd and click on each file you want to add, and click Open 5. Expand the File Details to verify you selected the correct images, then click Upload. To remove any queued files before upload, click the x next to the file name. Marketo will scan all files before uploading; infected files will be skipped. 6. When the upload completes, click FINISH. 7. Your images are now available to use in campaign emails and landing pages. Good job; you've advanced to image guru! What's Next: Organize Images and Files Using Folders

Emails sent with the Send and Track button in the Marketo Outlook Add-in are tracked like emails sent through the Marketo web interface with a few caveats. Tracking multiple recipients If you Send and Track an email with multiple recipients, Marketo will log all click and open activities to the first recipient in the To... field. Activity done by other email recipients will appear in the first recipient's activity log. New leads versus existing leads When you Send and Track an email and the recipient doesn't exist in Marketo, a new lead will automatically be created. Marketo will do its best to identify the name and company of the lead from the email. When that's not possible, "mktUnknown" will appear in those fields. (Some CRMs will reject leads without a last or company name.) See this article for more: Send and Track an Email with the Email Add-In for Outlook - Marketo Docs - Product Docs When you Send and Track an email to a lead that already exists in Marketo, the email activity will be appended to that lead's activity log. Tracking email sends When you Send and Track an email, the add-in informs Marketo about who sent the email, who it was sent to, and what it contained (subject and body text). This shows up in a user's activity log as a Send Sales Email event. Tracking email opens Emails sent via Send and Track include an invisible image embedded by the add-in; when the email is opened, the email client retrieves the image from our webserver, and an Open Sales Email event is added to that lead's activity log. Email open counts may not always be accurate. Some email clients block images which prevents tracking email opens. Also, some open counts may be inflated because a recipient may browse through their emails; each email view, however long or short, is counted as an open event. Decorating links When you Send and Track an email, each link in the email is wrapped so that Marketo is informed when a recipient clicks any of those links. These clicks appear as Click Sales Email events in the lead's activity log. Clicking a link also cookies the recipient's browser so his web activity on your Munchkin-enabled pages is tracked by Marketo.

Issue You have a lead that is marked as Email Suspended and you are not sure whether they can receive Marketo emails or not. Solution When emails bounce as spam, the lead that bounced is set to "Email Suspended." "Email Suspended" is a historical field. A more accurate name for this field would probably be "This email was suspended at some point in its history." The actual suspension only lasts 24 hours. To see if the lead is currently suspended, check the timestamp on the 'Email Suspended' field. If it is more than 24 hours ago, the lead is not currently suspended and can receive email from your Marketo instance. However, the "Email Suspended" flag will remain on the lead record for the purposes of future troubleshooting. It is not possible to set "Email Suspended" to "false" once it has been set to "true." The "Email Suspended Cause" field will provide the bounce message associated with the most recent spam bounce.

Issue Description After you have created an API User with the correct access for making REST API calls to your Marketo instance, you still receive a response with Error 603 Access Denied even when making API calls using an up-to-date access token that you manually created. Issue Resolution The most likely resolution is that you have Web Service IP Restrictions enabled on your instance. Go to Admin > Web Services Click the Edit button next to the IP Restrictions box If IP Restrictions are turned on and there are no IP addresses listed, all calls to the Marketo REST API endpoint will fail. If IP Restrictions are turned on and the IP making the API call is not listed, add it to the list and save. You can also set up wildcard IP addresses here to cover a range of IP addresses. You can learn more about whitelisting IP addresses in Marketo in the article "Create a Whitelist for IP-Based API Access". If you have confirmed that IP Restrictions are NOT enabled and have also gone through our API User documentation to ensure the API User is set up correctly but your calls are still failing as Access Denied, please create a support case. Is this article helpful ? YesNo

Issue Description You need to revert a data value change for a field on multiple leads. Issue Resolution There is no way through the UI to "undo" a data value change (unless it was a boolean field, in which case there are only two possible values.) You can certainly use a Smart List to identify whose values have changed, but there no way to go back to the old value (unless it's stored elsewhere in another field or through another data store, along with the API). However, you can use the API to extract the data value change activity from the activity log, which would include the old and new values, extract the original values, then use the API to rewrite the old values back to the lead record. http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#!/Activities/getLeadChangesU… Is this article helpful ? YesNo

When trying to sync updates to your salesforce.com instance from Marketo you see one of the following errors in the activity log : Failed: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY INSUFFICIENT_ACCESS_OR_READONLY INVALID_CROSS_REFERENCE_KEY This is an error sent to Marketo from Salesforce. There are a number of reasons why this error could occur. INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY means that the user who is trying to make the update does not have access to a related element that is required for the record to be updated and saved in SFDC. There are a number of specific examples of what might be the cause but these will vary from organisation to organization depending on the configuration of your salesforce.com. If you were to connect to sfdc as the Marketo user and try manually updating the same record that Marketo is trying to update then you will get the same error in the salesforce.com UI. Here are a list of some elements that you should check in SFDC if you see this error: Do you use record types? If so make sure that the the Marketo user has access to all required record types and that the Record Type Id in Marketo is correct for the Lead or Contact. Sometimes, when a Lead is converted to a Contact in SFDC, the Record Type ID fails to update in Marketo, causing the sync to fail. This is one of the most common causes for these errors. Are there any look-up or master detail fields on the object in question? If these types of fields are being updated then make sure that the Marketo user has access this object/ these records. Do you use Apex? If so you may have trigger that fire on the the update of a record, you will need to make sure that the Marketo user has profile access to the relevant Apex classes. If you have any workflow rules or assignment rules that send an email when the record is saved then you will need to make sure that the Marketo user has the send email permission and has access to the email folder that contains the mails that are sent rules are triggered. Make sure "Convert Leads" is turned-on within SFDC. If it is not, you will get this error message when trying to merge leads that exist within Marketo and SFDC.

FAQs included in this article: Does RTP comply with EU privacy laws? Does the RTP tag call Wistia or YouTube? Does the reverse IP lookup process return an email address for anonymous visitors? How is data managed in terms of encryption access? How long is a visit session Is it possible to host the RTP javascript on my company's server? Is it possible to use the RTP tag on secured pages (https)? Can RTP campaigns be blocked by Ad blockers? Is traffic from known bot user-agent strings removed from the dataset? Can jQuery Be Disabled from the RTP Tag? What are the differences between the RTP tag versions? What data is stored in the trvw.uid cookie? What specific data are gathered through the reverse IP lookup process? RTP Tag - Best Practices TRW and MSG calls are not showing up in the console. Is it possible to blacklist companies in RTP? Does RTP comply with EU privacy laws? RTP complies with Marketo’s legal policies that can be reviewed here: marketo.com/company/legal/. This will be updated appropriately by our Legal department based on any upcoming laws. Does the RTP tag call Wistia or YouTube? RTP only loads the Wistia or YouTube API when the RTP script discovers a Wistia or YouTube video embedded on the page. How does RTP collect data on visitors? Please see RTP - How does RTP collect data on visitors. Does the reverse IP lookup process return an email address for anonymous visitors? No, a reverse IP lookup cannot return an email address. How does the RTP javascript work? Please see: RTP - How does the RTP javascript work. How is data managed in terms of encryption access? RTP functions on secure websites (https). RTP conforms to all of the security and data encryption standards of Marketo. The only data RTP pulls from a visitor’s input is an email address, which it passes securely over SSL to RTP’s Leads table. If the page is using an unsecured form submit (non-SSL) RTP will not use SSL either, since the email address is already being passed without encryption. The RTP cookie is not encrypted, as it uses a GUID (Globally Unique Identifier) for RTP use only. RTP validates that the cookie has been created and sent properly, and blocks any illegal values. The system tracks and engages via a REST/JavaScript that runs on the browser. The tracking calls are via http or https, depending on the browser authentication. The back office is via https and requires authentication and role association. The data-center is managed by Marketo’s operations and its security team. How are JavaScript cross-site scripting attacks mitigated by RTP? We mitigate cross-site scripting attacks by employing user input filters on the server side. Based on the application logic and data location they either: Block the entire request which contains potentially malicious user input. Filter out potentially malicious input. Encode entire user input to ensure XSS attempt will not be successful. How long is a visit session We define a session as 30 minutes from the visitor's last click. Is it possible to host the RTP javascript on my company's server? We do not recommend hosting the JavaScript on another server for performance reasons. It is possible, but it is not recommended. Unlike Munchkin script, the RTP tag must have a very short loading time. If not the user experience might be affected and campaigns may have some latency. This is also the reason why we recommend inserting the tag higher in the code, right after the <head> tag. Is it possible to use the RTP tag on secured pages (https)? Yes. The RTP tag supports both and pages. Can RTP campaigns be blocked by Ad blockers? Please see:RTP - Can RTP campaigns be blocked by Ad or Javascript blockers? Is traffic from known bot user-agent strings removed from the dataset? Yes. We cover between 80-90% of known-bot user-agents and continually update the blacklist. Can jQuery Be Disabled from the RTP Tag? The RTP tag uses jQuery to assure that some functionalities will work properly on any page. However, if the jQuery causes issues with other parts of your website, we can configure the tag to disable it altogether. This can be done by the Marketo Support team because this advanced configuration is not accessible directly to customers. What are the differences between the RTP tag versions? Please see RTP - What are the differences between the RTP tag versions. What data is stored in the trvw.uid cookie? The trvw.uid cookie contains a VisitorID which is a GUID (Global Unique Identifier) only used by RTP to identify the web visitor for returning visits and historical behavior. What is the RTP limitation of the number of daily visitors with Munchkin2? RTP is not related to Munchkin. The move to Munchkin2 has no affect on the functionality of RTP. What specific data are gathered through the reverse IP lookup process? From the visitor’s visit on site in the session, we see information such as IP, page URL, search term and referral sites. From the IP address, we use Reverse IP lookup to match the organization name. From the Organization name, we match it with RTP’s propiertary firmographic data including: Organization name Industry Organization Group (Enterprise, SMB’s, etc.) Organization Location: Region Country State City Zip Code RTP Tag - Best Practices Install the RTP tag on ALL web assets. Including all domains, subdomains, landing pages, blogs etc. even if you do not intend to display campaigns on those assets. The reason for this is that we want to capture the entire customer journey. RTP tag is not sending clicks from IP URLs This is expected behavior. The RTP JavaScript does not send clicks from IP URLs, i.e: 63.251.134.57/ TRW and MSG calls are not showing up in the console. The tag is turned off. You can check this setting in Account Settings. Is it possible to blacklist companies in RTP? You can remove companies from appearing in your RTP reports, and from seeing campaigns - this is done through a support ticket request. Send them the company names or IP addresses you want to block from RTP campaigns and appearing the RTP reports.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Program Status Vs. Person Status

Put a Marketo Form on a Non-Marketo Page Using an Iframe

Overriding or Disabling Marketo Form Validation

How do blocklist issues get resolved?

Revenue Cycle Explorer - Setting up your instance for Program, Opportunity, and Revenue Cycle reporting

No-Draft Snippet Limitations and Troubleshooting

Marketo Engage Status Page Migration

Manual Lead Exporting Limitations

Switching the Marketo Sync to a New Salesforce Instance

ZoomInfo Form Complete Integration with Marketo

Leads Not Syncing from Marketo Program to SFDC Campaign

Meaning of Activity log "System flow action sysActionChangeDataValue updateLeadEmailStatus"

How Much Storage is Required to Extract My Entire Marketo Engage Database?

Add Images and Files to Marketo

How Emails are Tracked in the Outlook Add-In

How the Email Suspended Field Works

REST API calls returning error 603 "Access Denied" even when API User has correct permissions.

How to revert Data Value Changes

SFDC Sync Error “INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY” or "INVALID_CROSS_REFERENCE_KEY" or "INSUFFICIENT_ACCESS_OR_READONLY"

Web Personalization (RTP) - RTP Tag, API, and JavaScript FAQs