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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

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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 When you go through the "Add to Named Account" or "Remove from Named Account" flow actions, those changes sometimes aren't immediately reflected in the named accounts' dashboards. Solution ABM runs a recalculation task every 30 minutes to check for any changes in account scores, membership count, opportunity count, and pipeline for all of your existing Named Accounts. When you run a flow action to add or remove people from your named accounts, those changes will be reflected immediately in a smart list for "Member of Named Account". However, ABM can take up to 30 minutes to update, until the changes are captured by the next recalculation. If you are seeing a delay longer than an hour for your dashboards to update, submit a ticket to Marketo Support, and they can force a recalculation and investigate what could be causing the delay. Who This Solution Applies To All clients with ABM.

Top Searched Term Product Docs (Click on graphic) Community Support (Click on graphic) Token or Tokens Engagement or Engagement Programs Lead Scoring Sales Insight Progressive Profiling Calendar RCM or Revenue Cycle Modeler Form or Forms Salesforce Sync Snippet Landing Page or Landing Page Template Webhooks A/B Testing Email Templates Import List Munchkin Is this article helpful ? YesNo

Issue The image URL of an email contains an email scripting token (example: https://www.domain.com/{{my.image}}-file.png, and when it is processed and sent via email, the image is not rendering. Solution 1.) It is possible that the email scripting token is outputting a value with a line break at the end. To confirm this, it would be best to consult with your developer(s) as custom coding is out of the scope of Marketo Support. You may consider using variables before outputting the values so that in the variables, you can ensure that there are no line breaks. For more information, you can refer to http://developers.marketo.com/email-scripting/ 2.) If the image is rendering but only for certain browsers and/or email clients, review the coding of the email with your developer(s) as this may be due to the coding of the email itself that may contain code that does not comply with certain browsers and/or email clients.

Issue Description The Issue When using the Filter 'Member of SFDC Campaign' in the Smart List and checking the people tab to see which records are qualified, this message occurs: Could not evaluate rule 1 (SFDC Campaign 'Campaign Name' not found) Note: it may state could not evaluate rule # - # can be any number, if the filter is number 5. # will equal 5 Issue Resolution The Fix Ensure the that the SFDC Campaign being referenced in the Smart List is an ACTIVE campaign The Why This error occurs due to the SFDC Campaign not being an active campaign in SFDC. You may be wondering "then why can I select the SFDC campaign in the drop down?" This is because the Smart List Filter specifically 'Member of SFDC Campaign' similar to 'Has Opportunity' filter reference a backend table in Marketo. This backend table is updated when a SFDC Campaign is removed or renamed. Therefore, Marketo does not directly perform an API call to check if the campaign is selectable, but rather uses the backend table as reference. One way to check in Marketo if the SFDC Campaign is active is to check the 'Added to SFDC Campaign' Trigger in a Smart Campaign's Smart List as that dropdown will only show active campaigns. Who This Solution Applies To Customers integrated with Salesforce

Issue Issue Description Marketo secure tracking links give an insecure connection message when clicked, but this happens only when accessed from an internal corporate network. Solution Issue Resolution If the error only happens on your corporate network, it is most likely caused by internal DNS routing that is specific to your network configuration. Work with your company's IT department to determine what changes need to be made to your DNS routing to resolve this issue. Who This Solution Applies To Customers using Marketo Secure Tracking Links

Also see: RTP Javascript API RTP asset discovery technology is discovering clicks on links that direct to files such as: PDF, YouTube, PPT etc. Also, it uses predefined URL patterns to count an HTML page as an asset (see: Enabling Asset Discovery - Marketo Docs - Marketo User Manual). In some cases, the download (submit) button is not a direct link to the asset itself but to a javascript that opens the asset. When this is the case, it is required to code the asset discovery events in the page. The way to do it is by using the rtp( 'send' , 'view') API call. NOTE: this method can be used only with RTP API tag version This is how the code should look like: rtp( 'send' , 'view' , '/case_study1.pdf' );

Issue Issue Description How to determine which of your Marketo Workspaces is the original default workspace. Solution Issue Resolution Determining your Default Workspace can easily be done, by following the detailed steps below: [Login] to your Marketo Instance. Click [Admin]. Locate and Click [Workspaces & Partitions]. [Right-Click] on the Field Navigation Bar (It is Blue). From the [Drop-Down List], you'll see three options. Select [Columns]. While reviewing the Column Field options, make sure [ID] is selected. The [ID] with the value of "1" is your Default Workspace. [Note 1]: As a confirmation, the Default Workspace is unable to be deleted. [Note 2]: The ID Number of your Workspaces are provided in the order in which they were created. [Note 3]: The lowest ID number, is your oldest Workspace. [Note 4]: The highest ID number, is your newest Workspace. Who This Solution Applies To Customers using Partitions and Workspaces

Included in this article Overview The Background The Problem The Solution Overview RTP gives a dashboard that provides lots of valuable information about your RTP instance and how everything is performing. One of the widgets in this dashboard is Top Industries. This widget is designed to give you a breakdown of the top performing industries, but sometimes the industry widget is empty: The Background When a segment is saved in RTP, it is automatically assigned a type. If the segment contains only the Industry filter, then it is assigned the 'Industry' type and is included in the Industry widget on the dashboard. So, this widget only contains information on Industry segments. If it is not an Industry segment, it will not be included here. The Problem You can obviously add more filters to the segment other than Industry. However, if the segment contains other filters, then it is assigned the 'Complex' type and is not included in the Industry widget. The only information that will display in the Industry widget is what comes from segments that use only the Industry filter and that alone. The Solution If you'd like a particular segment to display in the Industry widget, there are two options: 1. Remove the other filters other than Industry. 2. Create different additional Industry-only segments.

Issue Description Example: Person A was sent an email from Marketo, clicked on a tracked link in an Email to a tracked web page, but the web page activity was recorded on Person B Issue Resolution This can happen if Person A and Person B are sharing a computer. Prior to Person A clicking on the track link in the email to redirect to the tracked web page, Person B was already 'cookied' as a known lead on the same computer and web browser. In Marketo, once a lead becomes known, cookied and tracked on a web browser, any tracked web activities on that browser will be associated to the first cookied lead until the cookie is expired or deleted. Note: to confirm that Person A and Person B are using the same computer and web browser, you can check the details of the most recent web activities and compare if their User Agent and Client IP address is the same.

Issue There is a noticeable delay between when campaign is run and affected person records are updated and activity records are written to. Solution Check the Campaign Queue. If the affected campaign is backlogged in the queue, the only resolution is to wait for higher priority jobs to clear. To check the Campaign Queue go into the Marketing Activities tile and click on the Campaign Queue Tab. Campaign queue is read only and cannot be reordered. Plan accordingly with very large campaigns to give time to process during off hours or slow times.

Issue The "Make Dynamic" button does not appear in the drop down gear menu when an image is clicked in the email editor. Solution 1.Click the image in the editor twice 2.Click the gear Menu next to the image 3.In the menu "Make Dynamic" should appear. This is occurring because the image is located inside of another element such as a <div> which is being used as a module. The first time the image is clicked, the module is being selected, so the Make dynamic option does not appear. The second time the image is clicked, the image within the module is selected so the Make dynamic option can be selected.

Also see: Enabling the Content Recommendation Engine - Marketo Docs - Marketo User Manual 1. Login to your RTP account and verify the Recommendation toggle in the 'Account Settings' is enabled for the relevant domain. **verify that the domain is configured properly 2. Make sure the exclusions/inclusions configured are valid and correct. 3. Go to the 'Assets' tab, check if there are some assets that turned on (green light) and being recommendable 4. Wait a few minutes seconds and refresh page - if the bar still does not appear - contact support. Is this article helpful ? YesNo

Issue You are attempting to import a program into your instance but you get the message "The tokens (lead.example) are not available in the destination subscription. They are either custom fields that you have to create or need to be synced from your CRM system, if you use one." Solution Tokens referencing fields that do not exist in the destination instance cannot be imported. You will need to remove all references to those tokens from the program, as well as from all the assets that are contained within it. Tokens can also exist in the text versions of emails, or within the templates that emails are based on, and not appear within the HTML version of that email. These tokens will also prevent program imports and must be removed.

As Marketo customer and a member of the Marketing Nation, it's important to have something you can reference, a brief guide or checklist. Here is a collections of articles that we think will be invaluable to you as you move along in your Marketo journey. Marketing Nation Marketing Nation Glossary Marketo Marketo Icon Glossary Managing Marketo Users Managing User Roles and Permissions Munchkin Sales Insight Sales Insight is super easy to use and will give you the visibility needed to prioritize and close business faster. Issue a Marketo Email License Publish an Email to Sales Insight Using Interesting Moments Sales Insight Email Performance Reports Email Marketing Add Editable Sections to an Email Template The Engagement Dashboard Demand Generation Add Editable Sections to a Landing Page Template Revenue Explorer Revenue Explorer Report Revenue Explorer Report Types Is this article helpful ? YesNo

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Updates to Named Account Membership Not Reflecting in ABM

Top Searched Terms

Image In Email Not Rendering When URL Contains Script Token

Smart List Error - Could not evaluate rule 1 (SFDC Campaign 'Campaign Name' not found)

“Change Score” Flow Step activity is not recorded or missing

Image on Landing Page shows as grey box

Secure Tracking Links Showing Insecure on Internal Networks Only

Use RTP API to send clicks on Assets

Determining your Default Workspace in Marketo

Troubleshooting Web Personalization (RTP) -- The Industry widget in the Dashboard is empty

Person’s Web Activity Was Recorded on Another Person Activity Log

Delay in Updating Person Records Activity Log After Campaign Runs

Make Dynamic Button Missing From Image in Email Editor

How does Marketo treat reactivations in Microsoft Dynamics CRM?

I use Marketo in standalone mode (not connected to any CRM) or have synced to Microsoft Dynamics CRM using the Boomi connector. Can I now use the Native integration?

Is there a separate report to see the performance of the recommendation engine?

RTP Content Recommendation Engine doesn’t work

Unable to Import Due To Unavailable Token

Customer Account Manager's Suggested Reading

Check if a lead was deleted using API