Knowledgebase

Sort by:
Article Text Included in this article   Overview Include Pages Target URL Use Case   Overview Target URL and Include Pages are both RTP terms that sound the same and get confused together, but they have different uses and meanings. This doc will go over what the differences between them are and how each can be used.     Include Pages "Include Pages" is a filter used in Segments that will look for visitors who have been to specific pages. This filter will make the segment match for the visitor when they go to the designated page during the visitor’s session. If the visitor goes to one of the "Included Pages" during their session, then they match for the segment.     Target URL "Target URL" is used in RTP Campaigns. In the campaign editor, the Target URL defines which page(s) the campaign will be displayed on. So, whenever the campaign is called by a segment, it will only be displayed on those pages specified in the Target URL area of the campaign. If the visitor is not viewing one of these specified pages, the campaign will not show.     Use Case By using these together, you can create a campaign that will be displayed on your homepage (the Target URL) only if the visitor first viewed the pricing page (the Included Page). So, let's say your visitor went to the pricing page to look at Product A, then went back to your home page. You can have a campaign display info about Product A on your homepage knowing that the visitor is interested in that product already.    
View full article
Issue -Error editing image in email: “image URL does not exist” or “image URL cannot be found”   Environment -SSL not enabled on Marketo instance -Browser blocks unsecured content Solution Option 1 -Set up SSL for landing pages (Recommended!  SSL should be a baseline configuration for all landing pages and tracking domains). Add SSL to Your Landing Pages | Adobe Marketo Engage Option 2 (Not recommended!   Warning! This is a security risk.) -Allow browser to view unsecured content (can choose to turn this setting back off in the browser after viewing the content) This link below describes how to enable this content in Chrome. https://docs.adobe.com/content/help/en/target/using/experiences/vec/troubleshoot-composer/mixed-content.html This link below describes how to enable this content in Firefox. https://support.mozilla.org/en-US/kb/mixed-content-blocking-firefox Option 3 -Try to use a different browser or try turning off all browser extensions. Root Cause This issue could be caused by SSL not being enabled. If the issue was sudden, and SSL is enabled, it is likely due to the browser needing an update. Check if there are any updates that need to be done.
View full article
Issue Issue Description You have a record with a "Change Data Value" activity, but that field doesn't have a value on the current record. There's also an anonymous lead merge (which can be identified by looking for a Merge Leads activity and seeing if "Anonymous Source" is True) on the record.   Solution Issue Resolution Check the Change Data Value's "LeadId" field. If this matches the anonymous record's ID (identified from the Merge Leads activity in the "Merge Id" field), then the reason for the value not showing is because upon association of an anonymous lead to a known record, only the activities are merged -- not the values of any fields which may have been recorded as changed.  
View full article
Issue The standard unsubscribe footer shown in Admin > Email is not being appended to a particular email. Solution Issue Resolution This can happen when an email contains the system token unsubscribe link:  {{system.unsubscribeLink}} When an email contains this token, Marketo does not automatically append the unsubscribe HTML snippet, found at Admin > Email > Unsubscribe HTML. Check the HTML of the email asset with this behavior. Search the text version of the email. You may find the {{system.unsubscribeLink}} in the template you are using. If you have searched the HTML of the email, and are not seeing the system token, contact Marketo Support.    
View full article
Issue You are unable to archive or delete an asset in Marketo. When you try to do so, you get an error: "The following assets are in use or used by other assets."     Solution To archive or delete the asset, you will need to determine where it is being used. Click the Used By tab for the asset you are trying to delete and see what other assets reference it in some way. For instance, aSmart Campaign may be using it in the Smart List or the Flow Steps, or a report might have it in the Smart List. Once you find where your asset is being used, you can go and remove references to it from the other assets. This should allow you to delete or archive it.
View full article
Included in this Article: Overview Checking for Segment Matches Reasons for not Matching Typos Non-exact Matches   Overview   Using segments, you can target specific organizations by using the Named Accounts attribute in the segment editor. With this attribute, you can select all organizations in a Named Account List or by manually selecting organizations.     However sometimes we see one of those organizations visiting the website but it doesn't match the segment, even though it is included in the segment list.     Checking for Segment Matches   If a list was created manually, it's possible the organization wasn't included in the segment list in the first place. To check:        Go to the Organizations tab          Use the search bar to search the name of the organization in question   If the organization was entered in the list correctly, it will be found through the search. If it does not appear in the search results, there are two issues that are likely to have arisen.     Reasons for not Matching   Typos Luckily, typos are easy to fix. Simply edit the organization's name to match the spelling you wanted it to take on.   Non-exact Matches Even if an organization is spelled correctly, it will still not match the organization listed in the segment if the names aren't exactly the same. It is very common for companies to have different names for their organization.       To fix these non-exact matches, you'll have to be clever about how you name your organizations. In RTP, an important character to know is the wildcard character, represented by an asterisk (*). A wildcard character will match with any character or sequence of characters   For example, the string "Salesforce*" will match all three of the above spellings ("Salesforce.com", "Salesforce.com Inc.", and "Salesforce Ltd") because they all begin with "Salesforce". For more examples on how to use wildcard characters, follow this document: RTP Glossary - Marketo Docs   However, you must be careful using wildcards characters, because you could potentially match organizations that you didn't intend to match. For instance, the string "Salesforce*" will not only match the three examples above, but also a company named "Salesforce Finance", a completely different company.
View full article
Issue Description Is it possible to integrate multiple social media accounts with Marketo? Issue Resolution There is  only one LaunchPoint service for each, but multiple accounts can be referenced in : Lead gen forms - Linkedln Custom audiences - Facebook
View full article
Issue The count for the audience of an Email blast program does not match the total members of the Email Program after it has been executed.     Environment This issue is applicable to users who have recently run an Email blast program in Marketo. Solution  The disparity in numbers occurs because the Audience Smart List is evaluated at the moment you access it. As your records evolve, this number can change after the Email Program is run. In contrast, the number of program members, who are the recipients that were emailed through the program during the scheduled run, is fixed at the point the program is executed. 
View full article
Attached to this article is a ASP.NET C# implementation of Marketo's SOAP API. This is just a sample, but it may be useful for providing a starting point for building your own SOAP API client. Learn more: Marketo SOAP API Note: You will need access to experienced developers This is not supported development by Marketo Support. Our support engineers are not able to provide assistance in building or troubleshooting SOAP API's.
View full article
Issue Issue Description Possible disadvantages of maintaining Engagement/Nurture Program emails in Design Studio.     Solution Issue Resolution Housing all of your emails for email nurture content in Design Studio could cause the following issues:  1. Reporting: Reports can specify Emails in Design Studio, however they will show results for any send of the individual email and will not be constricted to the program they were sent from. 2. Asset re-use in Engagement Programs: When using an engagement program, an asset is scanned for its ID. If that asset has been previously sent to a record via any other send, the engagement program will skip that send for that record. This could become a problem when reusing email assets housed in design studio in different engagement programs.  3. My Tokens: my.tokens will not properly render as they are based on a program folder. The assets that reference them need to be in the folder as well. In my testing, assets in design studio do not have a frame of reference for mytokens. Emails will not populate mytokens if they are housed outside of the program that owns the tokens.  With all of this noted, our recommendation is to utilize detailed templates in design studio and continue to clone your engagement programs and alter them as necessary. Although this presents some busy work in the short term, it pays off dividends in the long term when it comes to reporting, the use of my.tokens, and guaranteeing that records are sent the assets you are specifying in your programs.     
View full article
Issue Issue Description Even though the Success Path Analyzer and the RCE report may be looking at the same thing (e.g the conversions from one stage to another), the numbers in Success Path Analyzer and RCE Conversion Ratio will not match. Solution Issue Resolution Success Path Analyzer is telling you that records are flowing from one stage to another, for example a record moving from Cold List to MQL, the conversion rate will display the rate from this stage to the next stage. If you look at the RCE Conversion Ratio, this is not tracking just the conversion from the first stage on the Success Path Analyzer to the second but instead this tracks all the conversions from this stage to another (eg. Cold List to MQL, Cold List to Attempting). Thus resulting in a much higher conversion percentage as the RCE is not bound to the green path from the Success Path Analyzer. Who This Solution Applies To Customers using RCE, Customers using Success Path Analyzer
View full article
The fields and records that will sync from Salesforce are defined by the permissions of the Marketo sync user. Therefore, if you want to prevent specific records or fields from syncing with Marketo, change the permissions of the sync user so they do not have access to the records and fields you do want to sync.
View full article
Issue Reporting on separate links in an email that both point to the same URL Solution When there are duplicate links in an email, the performance of those links will be consolidated into a single row in the Analytics report, so if there are three links that point to the same URL, there will only be a single line for that link on the Performance report. If you would like to differentiate between these duplicates, you can add URL Parameters. Example: www.google.com   and    www.google.com?parameter=second-link In this example, Marketo Link Performance Reporting will show each individual link on Analytics Reporting, but both links will go to the same place.
View full article
Processing feedback from the blocklists is a manual process for Marketo’s Compliance team. While we try to get the reports out to you on a daily basis, sometimes we get backlogged and notifications may not go out the same day that you triggered the blocklist.   But not to worry: most blocklists are dynamic, meaning that they resolve themselves after a given time period or when email statistics improve. Typically blocklist issues are resolved after 24 hours, so chances are you are not still being blocklisted.   Still, you need to complete the blocklist remediation program to identify the source of the problem and ensure that this doesn’t happen again. While most blocklist issues resolve themselves, they can have a noticeable impact on deliverability. Furthermore, being blocklisted is an indication that you have a problematic data source in your lists that could lead to even bigger deliverability problems.   For a quick run down of the blocklists that our customers run into trouble with the most, visit our Top Blocklists article.   Additional resources: Blocklists: Frequently Asked Questions Blocklists: Frequently Asked Questions
View full article
Issue When you try to save a report in Revenue Explorer you experience  the following error: "Unable to save your file. Please try again or contact your system administrator for assistance."     Solution In order to save a file in Revenue Explorer you need to to save it in either "My Dashboard" or "My Report". RCE will not allow you to save files in the top-level folders.
View full article
Issue Why is there a difference between the Exhausted Count displayed in an Engagement Program Stream vs. a smart list using the "member of engagement program stream is exhausted" filter? Solution To account for the difference in a smart list that is displaying a different number of people that have exhausted the content in a stream, in the smart list account for the other conditions the Exhausted Count uses: Engagement Program Cadence of "normal" - this can be included as a constraint on the "Member of Engagement Program" smart list filter The members were not blocked - this can be included in the smart list by using the smart list filters: member of smart list is not blocklisted, unsubscribed = false, marketing suspended = false, email address is not empty and/or email invalid is false. Have not exceeded the communication limit at the last nurture cast - there is no specific smart list filter for this, so it will need to be manually checked in a lead's activity log. Root Cause The Exhausted Count represents the latest exhausted number after the last run/cast. It has other conditions like the nurture cadence of a member should be "Normal", and the member was not blocked or have not exceeded the communication limit at the last nurture cast. If the smart list is configured as follows, then it will display a different number as it does not account for the engagement program cadence of 'Normal' and if a member is not blocked and has not exceeded the communication limit at the last nurture cast. #1: Member of Engagement Program is any Exhausted Content is true Program is [Program Name] Stream is [Stream Name] Environment Engagement Program Exhausted Content Smart List
View full article
Issue Issue Description User has 'Delete Marketing Asset' permission in Marketing Activities but is unable to delete a Smart List. The Limited Access message below is being returned: "You do not have sufficient privileges to perform this action"     Solution Issue Resolution In order for a user to have permission to delete a Smart List in Marketing Activities, the user would need to have access to Marketing Activities and have the 'Delete List' permission. see article for list of permissions: http://docs.marketo.com/display/public/DOCS/Descriptions+of+Role+Permissions
View full article
Issue You have run a Smart Campaign with a single flow step, Change Data Value, and you do not see the entire campaign membership in the Results Tab.     Solution  If the Flow step is changing an attribute to a given value ("example value"), but a lead record that qualified for the campaign already has that value ("example value") in the field, there will be no change and the record will not display in the Results tab. Since the record already has the value, Marketo will not write another change on the activity log and so the record will not show in the Results Tab.    
View full article
Issue You put a variable inside an email token and when the email was sent, the variable rendered as text rather than as a link: Example: ${queryParameters} Should expand to: {{my.CertainURLHREF}}?utm_source=${utm-source}&utm_content=${utm-content}&utm_medium=${utm-medium}&utm_campaign=${utm-campaign}&ajs_uid={{lead.Email Address}}&ajs_event=Email%20Clicked With the various tokens populated Instead it expands to this: https://app.fakewebsite.biz/profile/55555555?utm_source=$%7Butm-source%7D&utm_content=$%7Butm-content%7D&utm_medium=$%7Butm-medium%7D&utm_campaign=$%7Butm-campaign%7D&ajs_uid=adam.tow+test@voxmedia.com&ajs_event=Email%20Clicked   Solution Essentially, email template variables are used at design time to make building out an email easier. Tokens are used at send time to make data variable per program without having to edit the asset or lead. Putting email template variables inside tokens won't work for this reason. It is just how the current design works and you will not be able to put email template tokens inside my tokens or lead tokens. Unwrapping variables before you put them within the token will allow them to function properly. This removes the simplicity of the variable, but retains the functionality.
View full article
Issue Leads recently imported cannot be found Solution Check if the example leads exist in the partition the workspace has access to. It is possible that the leads cannot be found because the workspace being checked does not have access to the partition the leads exist in. Check if any of the example leads have been deleted: by using the Campaign Inspector to review all of the smart campaigns that contain a Delete Lead flow action. Then check the run history of each smart campaign to see which recently ran and how many people qualified. If there is a significant amount of smart campaigns that contain a delete lead flow action, contact Marketo Support for additional assistance. by checking the delete lead activities via API Check if the example leads' information was changed. For example, if a lead was imported with email address "john@gmail.com" then create a smart list using "Data Value Changed" filter where "previous value" was "john@gmail.com" Root Cause Leads could exist in a partition that has not been searched, the details could have changed, or the leads could have been deleted. Environment Lead Database List Import Workspaces and Partitions Smart Campaign Campaign Inspector
View full article