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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?

This originally appeared on the Brand Driven Digital blog, 9/19/2013. Written by Marketo's Digital Marketing Evangelist, DJ Waldow. Used with permission. Unemotionally Subscribed – People on your list who have not opened or clicked an email message from you in an extended (several months) period of time. They have not unsubscribed. They have not marked your message as spam. They either ignore it or take the time to actually delete it every time it lands in their inbox. Now, it depends on who you ask, but the percentage of your list that is considered “unemotionally subscribed” can be as high as 30%. Yup. Nearly one out of every three folks on your email list are not interacting with your emails … not at all. As I mentioned in this What Counts guest post, once you figure out who fits this “inactive” criteria, you have a few options: Immediately unsubscribe or delete them. I call this the “DO NOT PASS GO, DO NOT COLLECT $200″ approach. Move to a new list and mail to less frequently. I call this the “I think I need to see you a bit less often” approach. Send a last ditch “We missed you” type email. If they don’t respond, then do #1. I call this the “I’m going to give you one more chance” approach. Set up a re-engagement email series. I call this the “I really don’t want to break up, but if you are not responding at all, well, it’s over” approach. No one method is necessarily better than the other. I’ve seen all 4 executed before. As I often say, the best practice here is the one that’s best for your subscribers (and your business). I recently came across a great – creative, human, funny – example of #3, the last ditch “we missed you” email. Thanks to Suzanne Oehler who forwarded me this email. Check out this email from NTEN: The Nonprofit Technology Network The subject line – We miss you! - was certainly one that would stand out in many inboxes. The intro paragraph was short and to the point, but nothing crazy. But then it got fun … and creative. The first call to action read: “If you’d like to continue receiving NTEN emails, click here by Friday, August 2nd. Yay! This makes us very happy.” Again, they get right to the point. They even add a bit of “human” (Yay! This makes us very happy.) But it gets better. The “click here” link leads to hilarious Happy Dog video. IF you are a dog owner, you’ll love this. The second call to action read: “If you’d rather not receive NTEN emails, we’re sad to see you go. Simply delete this email and in a short time your account with NTEN will be removed from our systems.” Nothing crazy. Direct. Clear. Simple. However, the “sad” link again goes to a video – this one goes to a Sad Cat Diary video. Warning: some language in this video is NSFW. Then again, if you’ve ever owned a cat, you’ll appreciate the humor. The third, and final, call to action read: “Of course, if you change your mind, you can always sign up again” with the “sign up” link taking clickers to their email subscription landing page, of course. Now, fun and creative is one thing. If campaigns like these do not meet their intended goals (getting folks re-engaged), then, well, they are just “fun and creative.” So … Did It WORK? I contacted the team at NTEN to see how effective this campaign was. Below is what they shared with me. They sent this email to a list of 24,000 subscribers who had not opened in email from them in the past year. For this particular campaign, they reported the following metrics: Open rate – 38.89% vs. 26.73% “average” over the previous few emails Click-to-Open Rate* – 47.37% vs. 12.3% “average” over the previous few emails *in other words, of the 38.89% who opened the email, nearly 50% clicked at least one link Of those who clicked a link, the Top 4 most-clicked links were: 41.14%: Click Here (Happy Dog … to stay subscribed) 4.91%: Unsubscribe 2.21%: Sign up 2.14%: Sad (Sad Cat … to opt-out) By all accounts, I’d say this “We Miss You” campaign was a HUGE success? What do you think? Have you tried a “reenagement campaign in the past? If so, how effective was it for you? Drop a note in the comments below! P.S. The email marketing team at NTEN shared their “lessons learned” from this campaign in this blog post. I love their transparency. Is this article helpful ? YesNo

This article explains how to enable tracking if your Google AdWords ad is configured to link to any landing page on your website, which may or may not have a Marketo form on it. The destination landing page converts the URL parameters into cookies. The page with the form has embedded JavaScript code to read the cookies and insert the values to the appropriate hidden form fields. High-level Requirements Create custom PPC fields to capture the PPC information Add those fields as hidden fields to the Marketo form(s); configure the hidden fields to get their value from the URL Parameters Add parameters to your destination links in Google AdWords ads using static values or ValueTrack parameters; you can use the Marketo or Google URL builder to simplify this Decide on an 'original' or 'most recent' PPC source strategy[REQUIRES CODING] Add JavaScript code to convert URL parameters into cookies, on all landing pages you plan on linking the Google Ad to. If your PPC strategy is to capture original PPC source, then the custom PPC fields need to be configured to block field updates. If your PPC strategy is to capture the most recent PPC source, then you can use the default configuration (i.e. fields not blocked from updates). [REQUIRES CODING] Add JavaScript code to convert URL parameters into cookies, on all landing pages you plan on linking the Google Ad to. [REQUIRES CODING] On the form pages, JavaScript code needs to be added to read the cookie and then pass the information to the appropriate PPC hidden field on form submission. Enter PPC program period (monthly) cost information Instructions Create the custom fields in Salesforce.com on both the lead and contact object, making sure they map from lead to contact. The custom fields will sync over to Marketo mapped 2 Salesforce.com fields to 1 Marketo field. For instructions to create Salesforce.com custom fields, please reference Salesforce.com knowledgebase or work with your Salesforce.com Administrator. The custom fields to be created Campaign Source (utm_source) Required. Use utm_source to identify a search engine, newsletter name, or other source. Example: utm_source=google Campaign Medium (utm_medium) Required. Use utm_medium to identify a medium such as email or cost-per-click. Example: utm_medium=cpc Campaign Term (utm_term) Used for paid search. Use utm_term to note the keywords for this ad. Example: utm_term=running+shoes CampaignID (utm_campaign) Used for keyword analysis. Use utm_campaign to identify a specific product promotion or strategic campaign. This can be used to capture the Adwords CampaignID Example: utm_campaign=spring_sale Create a Marketo program (i.e. Google Adwords Program) and use a program channel (i.e. custom 'Google Adwords' channel) with 'convert' as the success progression status.Create a Marketo form with all the above custom fields on the forms as 'hidden fields' and call this 'PPC Form' Make sure you assign the associated period costs for this program on the setup tab. You will need to do this on a monthly basis; this is required if you want to get a 'cost per' anaylsis. Create a Marketo landing page and include the PPC Form on this landing page. Include code to get parameters from cookies Capturing Search Engine and PPC info on Landing Pages https://nation.marketo.com/docs/DOC-1101 For all landing pages you plan on linking your Google Adword to as the 'destination link', you need to include code to convert URL parameters value to cookies Add the key values and parameter tokens to the URL. In the example below, the first URL is the destination URL you want to use, and the second URL includes the URL parameters and associated values/tokens. URL: http://www.mycompany.com/GreatProducts.html Tagged URL:http://www.mycompany.com/GreatProducts.html?utm_source=AdWords&utm_medium=PPC&utm_term={keyword}&utm_content={creative} When configuring your Google Ad, use the tagged URL as the destination link which takes the lead who clicks on the Google Ad to the landing page. The keyword and CampaignID will be passed automatically when the lead clicks through the Google Adwords ad. The Source (Adwords) & medium (PPC) will be passed as the values in the tagged URL Learn more: Google Adwords and Marketo Overview Linking a Google Adwords Ad to a Marketo Landing Page with a Form Google Adwords and Marketo FAQs

Included in this Article: Overview Creating Custom Fields Dynamic Updates Set Up Custom Fields in RTP Filter by Custom Fields Overview Unfortunately RTP does not support the option to use Lead Database segmentations as segments in RTP. However, it is still possible with a bit of a workaround. Essentially, you will want to create custom fields for each segmentation, dynamically update them using smart campaigns, and filter by these custom fields in RTP. Below we will describe the steps you will need to take to implement this. Creating Custom Fields To start off, you will have to make a custom field in My Marketo for each segmentation you wish to use in RTP. Follow the steps in this article to get the custom fields set up in My Marketo. Make sure to select Boolean in the Type field. Dynamic Updates Next, you will need to assign these custom fields to those matching their respective segmentations. To do so, we will create a smart campaign, which will also update the list as more leads begin to match the segmentation. In My Marketo, visit the Marketing Activities page and create a new Smart Campaign In the Smart List tab, choose the filter for your desired segmentation, and the Segment Changes trigger for the same segmentation The filter will include all of the existing members of the segmentation, and the trigger will include any members that qualify for the segmentation in the future. Next, In the Flow tab, select the Change Data Value action, click Add Choice, and format the action to change your custom field to true when the lead qualifies for your desired segment, and false otherwise It is important to have both cases, for your lead matching the segmentation and for not matching, because leads can both qualify or be disqualified for segmentations at any point in time. Finally, under the Schedule tab, edit the Smart Campaign Settings so this will apply every time, and Activate the campaign Set Up Custom Fields in RTP Once you have set up your custom fields in My Marketo, you will also have to set up this field to display in RTP: Go to your Account Settings and navigate to the Database tab Select your custom fields in the drop down menu at the bottom of the page, then click Filter by Custom Fields Finally, once you've set up the custom field in My Marketo and in RTP, you can use the custom field to target the leads that qualify for your segmentation in My Marketo. To do so: Go to the Segments page and create a new segment Lastly, use the Database filter, select your custom field, and choose either true or false depending on if you want to target those in or out of the segmentation There you have it! You can now use your segmentations in My Marketo to target your audience in RTP campaigns.

Issue You need to locate the Munchkin ID for a specific Marketo instance. Solution What is a Munchkin ID? Marketo's custom JavaScript tracking code, called Munchkin, tracks all individuals who visit your website so you can react to their visits with automated marketing campaigns. Even anonymous visitors are tracked along with their IP addresses and other information. The Munchkin ID is the unique identifier for a specific Marketo instance and insures tracked activity goes to the correct instance. How to find your Munchkin ID 1. Log into the specific Marketo Instance you need the Munchkin ID for. You can verify the instance name by checking the listing in the top left of your browser. This is a article attached image 2. Go to Admin and click Munchkin in the tree on the left in the Integration section. This is a article attached image 3. The Munchkin Account ID will be the first thing listed in the Tracking Code box. This is a article attached image

If you have submitted a support case and you feel that the case was improperly handled or that the solution being offered does not meet the communicated Marketo support expectations, then we would welcome the opportunity to look deeper at your specific support engagement and work with you on delivering a better resolution. Caution: If the item you're looking to escalate is related to a Production Down incident, please call the support line for your region to receive immediate assistance. Support Manager escalations are only handled during normal business hours. The phone numbers for each region are listed below, follow the prompts for P1: Americas: +1.877.270.6586, Direct: +1.650.376.2303 Europe, Middle East, & Africa: +353 (0)1 242 3030, UK: 0800 151 3030 Asia Pacific: +61 2 8031 8188 Japan: +81.03.4233.9014 How to Escalate: Step 1. Navigate to the "Case Management" area of the support portal either by mousing over the Support tab and selecting "Case Management" or clicking the Support tab and click on the “My Case Management” button. NOTE: You will need an open or recently closed case in order to escalate to support leadership. This is a article attached image Step 2. From here you will need to click on either an open or a recently closed* case: This is a article attached image *Support Cases that have been closed for longer than 10 days are no longer eligible to be re-opened and we ask that you open a new support ticket for your current issue prior to escalating to a Support Manager. We ask that you have an open support ticket for a Support Manager to be able to address specific issues. Step 3. After selecting a case, click on the Escalate to Manager button: This is a article attached image Step 4. A pop up will display and you will need to the purpose for the escalation and click on the “Escalate” button. This is a article attached image Once your support escalation case has been submitted a Marketo Support Leader will contact you within 1 business day of your support region's support hours to address the issue.

Issue An email program fails to send emails to a large number of leads/people in the Smart List. Solution Sometimes leads/people in your Email Program's Smart List will be skipped in the email send because they already reached their daily/weekly communication limit. You can confirm if this has occurred by following these steps: Open your Email Program. Change your view to Control Panel. Click on View Results in the top left panel to see a list of all activities attributed to the email program. Click on Filter > Custom. Select the Send Email box. Click the Apply button. Scroll to the bottom of the list. If the leads/people have been skipped due to communication limits, you will see that a large number of leads/people listed as "Skipped Lead already used up Daily/Weekly communication limit." You can check or adjust your Communication Limits in the Admin panel of your Marketo instance.

Marketo calls direct complaints received from email recipient Abuse Reports. For more information about Abuse Reports review the links below: Why do people report abuse? What Is the Difference between an Abuse Report and a Feedback Loop Complaint? Abuse Reports: What They Are and How to Avoid Them For additional articles reviewing compliance concerns refer to the articles below: What is a Blocklist? Feedback Loops (FBL) Finding Leads that are Auto Unsubscribed for Email Spam Complaints / Feedback Loop (FBL)

Included in this Article: Enabling or Checking if the Tag is Enabled Validating the Tracking Code Checking if the Tag Executes the Tracking and Personalization Code Enabling or Checking if the Tag is Enabled Log in to RTP and enable the tag within the Account Settings page. Confirm the Tag toggle is set to On Validating the Tracking Code Check if the RTP tracking code is injected into your website's pages. In a web browser, open the developers console. Go to Network, Search for rtp. Locate the rtp.js. Checking if the Tag Executes the Tracking and Personalization Code You should see four RTP calls: rtp.js trw msg, appearing twice If you only see the first rtp.js call but not all other calls, check the following: Validate the tag's account ID In RTP, go to Account Settings, click Generate Tag, and confirm the correct Account ID Confirm the Account ID is the same in the code installed on this page (it's case sensitive) Validate there are no javascript errors. In Developers Tools, go to the Console tab and check if there are any error messages related to RTP or to jQuery Validate the tag is injected properly Check if the tag is not cutting code lines or any remark elements are not there. The RTP tag is between remark elements. Some of the RTP code lines are commented In the Developers Tools, go to Sources and add break points in the RTP tag. Refresh the page and see if there are any errors.

Issue You want to break the link between an email and the template originally used to create it. Solution If you need to delete an email template, or if you need to break the relationship between a template and an email to prevent template changes from affecting the email, you can do the following. Open the email in the Email Editor If you have Email 2.0, click Edit Code. If you have the legacy Email Editor, click Email Actions > HTML Tools > Replace HTML. This will allow you to directly edit the HTML for the email. Make a small edit to the email's HTML outside of the mkteditable sections. Save your changes. If you are concerned that the edit you made will affect the email, you can save the change, re-edit to undo the change, then save again. When you go back to the summary page for the email, the Template: line should now say "None". PLEASE NOTE: It is not possible to reverse this change. They link between the email and the template cannot be re-established once it is broken.

Included in this Article: Overview Setup Issues No RTP Tag or GA Integration Differing Filters Differences between RTP and GA Web Bots Visit Duration Sampling Bounce Rates Overview Occasionally you may find differences in comparing RTP analytics and Google Analytics (GA). Some discrepancies may be caused by setup issues with either the RTP or GA platform. However, many small discrepancies are simply due to differences in how RTP and GA handle data, and are unavoidable. Differences of both kinds are highlighted below. Setup Issues No RTP Tag or GA Integration You will need to have the RTP tag turned on in RTP and installed onto any page you wish to track in RTP. You will also need to have GA integrated and turned on in your RTP settings. To learn how to do so, follow these two articles: Deploy the RTP JavaScript - Marketo Docs - Product Docs Integrate RTP with Google Analytics - Marketo Docs - Product Docs Excluded IPs If you have any IPs being excluded by RTP, this data will not be displayed in RTP or used in reporting, but may still be present in GA. To check this: Go to your Account Settings Scroll down and check if you have any IPs being excluded in the Exclude IPs field Differing Filters Some filters exist in GA that don't exist in RTP which can potentially exclude users from their data being reported. If a filter like this is employed in GA, then certain users will be excluded from being tracked in GA, whereas they will be tracked in RTP. Log in to your GA account and navigate to Admin > Filters to check if any exclusive filters have been applied Differences between RTP and GA Web Bots RTP and GA both attempt to detect activity from bots, which are computer programs written to run tasks over the Internet. However, RTP and GA treat the identification of bots or "fake" users differently. For example, when RTP identifies a bot, it may not even send the data on to GA. You can't change that bot activity might be recorded differently, but it should also not affect your data too significantly. Visit Duration A visit from one user automatically ends after a certain period of time in both RTP and GA, but those settings may be different between the two. To learn more, or learn how to change these settings, see How Visit Duration is calculated in RTP. Sampling GA often will actually use a sample of your web traffic data, rather than the entire set of data, to report trends. This will produce very similar results, but most likely will not be 100% accurate. RTP does not make use of sampling, and instead provides summaries using all of the present data. To learn more about sampling in GA, read this article: How sampling works - Analytics Help Bounce Rates Generally, about 50-85% of the traffic to your website actually gets recorded in RTP and GA. This is because both the RTP tag and the GA tag will need to load on the page before they can send data back to RTP or GA. If visitors leave your page before the RTP or GA tags load, then data will not be sent back to the RTP or GA analytics platforms. We recommend that the RTP and GA tags be placed higher in the web page's code in order to give them more time to load, leaving a smaller window for the visitor to leave without data being sent back.

Included in this article: Navigate to the Clickstream module How is Visit Duration Caluclated 00:00 Visit Duration Single page viewed Session timed out Navigate to the Clickstream module Go to the Visitors page Click on a visitor to find the Clickstream module in the bottom right How is Visit Duration Caluclated When a visitor visits a website being tracked by an RTP campaign, it records clicks in the Clickstream module in the RTP platform. Clicking on a visitor allows you to view their viewing information in the Customer Journey section, including: Links clicked Time stamp of each link click Total visit duration Visit duration is calculated by subtracting the first time stamp from the last time stamp. In other words: visit duration = last time stamp - first time stamp. See the image above for an example of this calculation. 00:00 Visit Duration Single page viewed Both RTP and Google Analytics rely on clicks to determine visit duration. This means that if a visitor only views a single page, neither RTP or GA can track when the visitor leaves the page, since there is only the initial time stamp without a time stamp to mark the exit from the page. The visit duration for viewers that didn't view more than one page during the session is recorded at 00:00 since it cannot be calculated. Session timed out Another way that a visit duration can be recorded as 00:00 is if a visitor's session times out. By default, a session will end after 15 minutes of inactivity. For example, if a visitor stays on a page without making any clicks for 25 minutes (perhaps they are reading an article or watching a long video), that session will time out and be recorded with a duration of 00:00. If the visitor finally makes a click after the 25 minutes of inactivity, a new session will begin. In Google Analytics, the session timeout can be customized to be longer or shorter than the default 15 minutes.

Issue: The web page visit is partially tracked only if users fill out a form otherwise it goes unnoticed. Solution: In several tests the Activity Log shows "Fill out a form" without a page visit. From the traditional standpoint that could be an obscure bug. How users could fill out a form without visiting the page? Google Chrome introduced Incognito. Firefox, Safari, Opera and Internet Explorer implemented as Private Browsing. Pages users visit in Private Browsing/Incognito will not leave traces, like cookies, on users' computers after they close all open windows. A normal visit to any page is not tracked during visits, regardless the navigation path. That includes other pages after the form is filled out. Private browsing is a relatively new feature. It is a new challenge to tracking, applicable to any software and company evaluating users activity. The new Do Not Track feature is a contributing factor for apparently incomplete Activity Logs. When users turn on the Do-not-track feature, the browser tells every website they visit (as well as their advertisers and other content providers) that they do not want their browsing behavior tracked. Honoring this setting is voluntary — individual websites are not required to respect it. Websites that do honor this setting should automatically stop tracking your behavior without any further action from users.

Creating a campaign to redirect a targeted group of visitors is as easy as targeting visitors for a call-to-action campaign. Here are the steps to accomplish a redirect: On the Segments page, click the Create New button and set up the new segment to target the group you wish to send the redirect to Then, in the Campaigns page, create a new campaign In the Target Segment field, choose the segment you just created Finally, scroll down check the Redirect checkbox, enter the URL you wish to redirect to, and hit

Included in this Article: Overview Check Tag and Content Discovery are On Check Content Patterns Verify Content Discovery is Working Overview If you notice that RTP is not tracking clicks to your Content Discovery pages, there are a few troubleshooting steps you can take. Check Tag and Content Discovery are On Go to Account Settings Check Tag and Content Discovery "Tag" and "Content Discovery" must both be enabled for Content Discovery to work. Follow this article if you are having issues with your RTP tag or want to verify that it is working correctly. Check Content Patterns In Account Settings, go to the Content tab Check that the URLs entered in the Create Content Patterns section match the URLs you wish to use with Content Discovery Verify Content Discovery is Working Once you've made changes the Content Discovery setup, visit any page in the Create Content Patterns section. If the Content Discovery is working, visiting the page should increase the click count and capture you as the visitor. To check if this worked the way that it should, after visiting the website you should: Go to the Visitors page under Analytics Use the search tool in the visitor database and search for the URL that you visited. It should return a list of visits to that site with your most recent visit at the top. If the Content Discovery is working correctly, the visitor database should have tracked your visit and it should appear among the list. Check to make sure the time stamp matches the time you visited the page. The time stamp can be found under the Visitor Information section after clicking on the visitor.

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

Note: Please ensure that you have access to an experienced CSS and Jquery developer, because Marketo Technical Support is not set up to assist with troubleshooting custom coding. Advanced solution - requires CSS and jQuery knowledge Issue: Need to set a popup window in Marketo. The rich text editor (hyperlink - popup tab) has this feature but gets overrode by most browsers opening in a new tab. Solution: Use jQuery. Here's a third party site that covers how: http://yensdesign.com/2008/09/how-to-create-a-stunning-and-smooth-popup-using-jquery/ This does work in Marketo landing pages - The header content goes in the custom head HTML Save a copy of the CSS and popup.js to the images and files section of Marketo Update the CSS and .js files to your copies in Marketo I used the same input version in the example here, but you could use a link or content instead. Click here for a sample page in Marketo using the above solution: http://info.dbmayberry.com/popupsolution.html

Here it is: Your guide to understanding merges in Marketo, in Salesforce, and how the two interact. Merging Two Leads We begin with two records in Marketo which have been synced to Salesforce. Both are leads in Salesforce, not contacts. Lead A, Marky Marky, has a Marketo ID of 1001446 and an SFDC ID of 00Qi000000vJ0hK. Lead B, Markee Marquee, has a Marketo ID of 1001447 and an SFDC ID of 00Qi000000vJ0hU. We wish to merge these leads in Marketo. In this example, I first select Lead B, and then hold SHIFT to select Lead A as well. Then right-click in the highlighted area to bring up the Lead Actions drop-down (or click Lead Actions at the top of the screen), and select Merge Leads from the choices. Now I see the Merge Leads dialog box, where we decide which conflicting field values we want to win. We could click the box next to "Lead 1" if I want all of Markee Marquee's values to win. Instead we check the box next to "Marky" because we want that to be their first name, rather than "Markee". Then we click merge. Note: whichever record was most recently updated will be pre-checked to win field conflicts. Here's the result. Note how the remaining single lead has the ID 1001447, that of Lead B, the first one we selected. The first record you select is the target record - this records remains while the other record is deleted, it's field values, activities, and program memberships merged into this winning record. The leads are also merged in Salesforce, and the remaining record there has the ID 00Qi000000vJ0hU (Lead B) as we would expect. Merging Leads and Contacts Here we begin with a lead and a contact. We have a lead, Marky Marquee (Marketo ID1001447, SFDC ID 00Qi000000vJ0hU), and a contact, Joe Hill (Marketo ID 1001448, SFDC ID 003i000002KAFGa). We first select Marky Marquee (the lead) and then select Joe Hill (the contact), and conduct the merge as we did above. This time, however, the second record we clicked, Joe Hill, shows up as "Lead 1". This seems to contradict what we said earlier, but it's happening because the second record is the contact, and the contact is always going to be the target record. I want Marky's name to win out, so I check their First and Last Name and then click Merge. Note: this will cause an error if the Marketo sync user in SFDC doesn't have the Convert Leads permission. Note that the remaining record has the ID 1001448, the ID of the contact, even though that wasn't the first record we selected in Marketo. The contact is always the one which remains. Program Memberships Here we have two leads: Dexter Science (ID 1001451) and James Frankough (ID 1001452). We add James to two programs, Program Example 1 and Program Example 2. We can see this in their activity log: Now we merge the records, selecting Dexter first (so they'll be the winning record), but we check James's values for the First and Last Name. Below is their activity log after the merge. Notice that there are new Change Program Status activities - because the target record in the merge was 1001451, but the programs were associated with 1001452, the system has to copy their program statuses over during the merge. If you double-click one of those activities, it gives "Lead merge transferring program membership (transfer)" as the activity's Reason. Activities caused by merges can trigger campaigns. For example, suppose there is a smart campaign with the trigger Program Status Changes, for an old program with no activity in months. Activities caused by a merge like this could trigger such a campaign. To prevent this from triggering campaigns, we can add Reason as a constraint: Campaign Memberships Next, we have two leads: John Doe (ID 247) and Johnathon Doe (ID 248). We've associated John Doe with two SFDC Campaigns: Campaign Example 1 and Campaign Example 2. When we merge John Doe into Johnathon Doe, since the target lead is ID 248 and the campaigns are associated with ID 247, it has to copy them over - just like it did with campaign memberships. However, unlike with program memberships, it does not provide a Reason in the Add to SFDC Campaign activity following the merge, meaning there's no easy way to prevent this from triggering campaigns which use the Added to SFDC Campaign trigger.

For those in highly regulated industries, your company may additionally require that you securely encrypt the Marketo tracking links embedded in Marketo emails. Remember that Marketo takes the URLs you place inside of emails and shortens them using the "Branded Tracking Link" domain (this is another CNAME you set up in Marketo under Admin--> Email). These tracking links are how Marketo enables you to track engagement with your emails. Overview & FAQ - Overview & FAQ: Secured Domains for Tracking Links What's Changing Marketo has discontinued the Secured Page Services: SSL for Tracking Links service and its manual certificate renewal process. This is being replaced with the Marketo Secured Domains for Tracking Links product which provides all needed certificates and manages renewals automatically. Action Required To secure your email tracking links, contact your Marketo Customer Success Manager to add the Secured Domains for Tracking Links product to your subscription. Once you’ve purchased Secured Domains for Tracking Links for your instance: An automated message will be sent to the Support Admin on your account They will need to respond to the message with the Munchkin ID of the instance needing Tracking Links set up. Responding to this case will auto generate a Support Case for a Marketo technical support engineer to help complete the process. Marketo will then have certificates generated to cover all the domains and subdomains that you’ve set up in your instance. Within 3-business days, we will create a secure server endpoint. Please plan accordingly for this 72-hour turn-around-time. Do I need Secured Domains for Tracking Links? Secured Domains for Tracking Links ensure that tracking links can be served securely for domains which have implemented HSTS (HTTP Strict Transport Security). HSTS is a web server directive which forces all subsequent requests for resources on that domain to be loaded through HTTPS. If you have implemented HSTS at your site on any domain that you are choosing for either your Landing Page CNAME or your branded email tracking links domain, you will need Secured Domains for Tracking Links and/or Secured Domains for Landing Pages. How is the new Secured Domains for Tracking Links Better? With Marketo’s new Secured Domains for Tracking Links product, you no longer have to provide renewal/updated certificates to Marketo. We’ll procure any necessary certificates and manage their renewals automatically – giving you a more secure and convenient solution for securing your links in emails! Do I have to upgrade? An upgrade is required. Marketo no longer supports the legacy Secured Page Services: SSL for Tracking Links certificate renewal process. Will my tracking links automatically convert to HTTPS? You will not see tracking links in your Marketo emails changed to HTTPS (they will remain prefixed HTTP). However, when an end user clicks the link, if HSTS is enabled for the domain in the link being clicked and the browser is aware, the request will be automatically changed to HTTPS by the browser and served securely via HTTPS before re-directing to the destination of the link. This means that no insecure connection occurs because the browser recognizes the HSTS security policy. HSTS preload is required for this to work. If a tracking link top level domain is not on the HSTS preload list, then link clicks will be insecure until the browser becomes aware of the HSTS policy on the target domain by visiting the site. Will my old links in emails continue to work? Links in emails will continue to function normally. Is this article helpful ? YesNo

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

A Creative Re-Engagement Email Campaign

Linking a Google Adwords Ad to Any Page on Your Website

Web Personalization (RTP) - Use Lead Database Segmentations in RTP

How to Find Your Munchkin ID for a Marketo Instance

Escalating a Support Issue

Email Program Fails to Send Emails

Blacklist Resolution Flowchart

Abuse Report Deep Dive

Troubleshooting Web Personalization (RTP) - RTP Tag

How to Break the Connection between an Email and the Email Template

Which blocklists should I be concerned about?

Troubleshooting Web Personalization (RTP) - Potential Gaps between RTP Analytics and Google Analytics

Web Personalization (RTP) - How Visit Duration is Calculated in RTP

Visits to web pages do not reflect actual activity

Web Personalization (RTP) - Redirect Targeted Visitors to Specific Pages

Troubleshooting Web Personalization (RTP) - Content Analytics: Content Discovery Doesn't Work

Web Personalization (RTP) - How To Exclude or Include the CRE on Specific Pages

Setting a Popup Window with CSS and Jquery

Understanding Merges in Marketo

Setting Up Secured Domains for Tracking Links