Knowledgebase

Sort by:
Issue User is unable to delete categories for their templates, regardless if they have Admin status. Solution Categories cannot be deleted unless the user who created the category deletes it. If user is no longer with the company, then removing the user should also remove the categories associated with their account.  
View full article
Issue None of your tokens are rendering inside of your .ics Calendar File token and instead are showing as the {{lead._____}} form.     Solution This is caused when a single token has an undefined value, such as a 'My Token' which doesn't exist in your Program. Send yourself a version of the Calendar file and look for a blank space where a token should be- This will be the token causing the others to not work. Make sure to define a value for this token and then your Calendar File will render without issue.    
View full article
Issue Trigger campaign with a Data Value Changes trigger for the attribute “SFDC Is Deleted” does not fire when the value is changed to "True." Environment Customers integrated with Salesforce Solution This field, “SFDC Is Deleted”, is a system managed field which we do not log a Data Value Change for. Instead use trigger: "Lead is Deleted from SFDC" to capture these leads.    
View full article
Included in this article Overview Use Sync User Login Check Field Level Security Overview If you've ever had trouble getting a field or field value to sync between Salesforce and Marketo, the most common problem is that the Salesforce sync user doesn't have permissions to access that field.   Since different users have different permissions to access fields based on their roles, not every field or record is visible to every user. However, there can be cases when a user needs access to fields which are not accessible. For example, if a program needs to be tested but the field is not accessible, or the user may have been simply missed from the permissions. In such cases, you can check whether the sync user can see that field.     Use Sync User Login To find if your sync user has permissions to access the field, check the Salesforce integration ID. Navigate to Admin > Salesforce and check the Credentials. This will give you the login ID. Your Salesforce Admin should have the password for that login ID.       Next, log into your CRM using those SFDC sync user credentials.       Navigate to the lead/contact record.       Check to see if the field shows on the lead record. If the field is not visible, that means that your sync user does not have permissions enable to access that field.       Check Field Level Security If the field isn't visible, we need to check the Field Level Security for the fields. This is where the fields will be listed with checkboxes indicating whether the field is to be accessible or not.   1. Go to Setup.       2. Navigate to your Profile.       3. Go to the section “Field Permissions.”     Here you’ll be able to see the fields and their corresponding permissions. Restricted permissions could be a reason why the SFDC sync user cannot see a field or record. Therefore, you may need to make changes here to allow permissions to view it.
View full article
Issue You go to a Marketo form that has prefill enabled and see that it contains some other person's information. Solution Form prefill can display another person's information if a Marketo email sent to one person is then forwarded to someone else.  Clicking on another person's tracked link cookies you with their information and causes it to prefill in the form.  To correct this, clear the cache and cookies on your browser.  If you would like to make sure this does not occur with your customers, please disable form prefill for the fields on your form.  There is nothing wrong with the forms or landing pages themselves, it is simply a matter of another person's cookie being placed on the browser by the forwarded email tracking link.  
View full article
Issue Activity History in Saleforce shows this message: [Email details are being uploaded from Marketo...please check back later] when emails are sent out from the Marketo Outlook Plugin.     Solution This message is created because of insufficient privileges for the Marketo sync user inside of SFDC. There is a permission for “Edit HTML Templates” that needs to be enabled for the sync user in order to prevent this problem from occurring. Background: When you send an email using the Marketo Outlook plugin, it is sent through the user's Exchange server rather than Marketo's email servers. Many users have an email signature that is automatically added to the email. This adds additional HTML to the email, which does not match the template already in Salesforce Sales Insight. Normally, Marketo would create a new template which Salesforce could then display in a link in the Activity History. However, in this case, the Marketo sync user does not have the necessary permissions, so this error results. To fix this, enable the "Edit HTML Templates" permissions to your Marketo Sync User.   Who This Solution Applies To Customer who are using Sales Insight for Salesforce and Outlook    
View full article
Included in this Article:     Overview Why This Happens Two Ways to Fix this Problem Set the campaign as "Not Sticky" Use a dedicated Zone id that exists only on the page(s) to include in the campaign   Overview In the Web Personalization platform, you defined a campaign that included certain pages, but you are seeing the campaign appear on pages that you didn't intend them to appear on. Below, we will describe what might be the issue and how to solve it.     Why This Happens   When defining a segment using the "Specific Pages" parameter, every visitor that views this page will be matched to that segment. Once this happens, the "sticky" campaign will be triggered and will be displayed on every page that includes this Zone id parameter. After the visitor is matched to the segment and the campaign is triggered, the segment is not taken into consideration anymore, so this visitor will keep seeing the campaign every time the Zone id exists on the page.   Two Ways to Fix this Problem   Set the campaign as "Not Sticky"     This will make the campaign show up only once per session, and only when visitors are viewing the specific pages defined in the segment.       Go to the Campaigns page          Edit the existing campaign          Uncheck the box for "Sticky"       Use a dedicated Zone id that exists only on the page(s) to include in the campaign   In Zone campaigns are displayed in a particular zone in a website, designated by the Zone id.          Find "Zone id" in the campaign editor     Then, give the campaign a Zone id corresponding to a unique div ID tag on the desired site(s). This will ensure that once a visitor matches the segment and visited this page once, they will keep seeing the Call To Action (CTA) on this page.
View full article
Yes. It is possible to exclude specific pages or URL patterns from being tracked by the RTP tag. Contact support with the list of pages / patterns you want to exclude.  
View full article
Issue Issue Description When attempting to utilize date filter in RCE, the pick-list for available dates is only showing dates in the past, not current dates.     Solution Issue Resolution The date pick-list retrieves the first 1200 values, starting with the oldest, in order to load efficiently for pick-list values. To return more recent dates, an additional type of date filter is needed to limit the selections to display more current dates. Using a filter of Year and narrowing the filter down to a few years will allow you to retrieve dates within the more recent time frame.
View full article
Issue How to identify in which campaign the "Delete Person" flow step is used. Solution You can identify it by going to "Campaign Inspector" in Marketing Activities. From there you can filter down by type of Smart Campaign and search "Delete Person" and the resulting list will be Smart Campaigns containing that flow step. If you do not see the Campaign Inspector, contact Marketo Support to have it enabled.        
View full article
Issue Description You would like to export your ToutApp contacts. Issue Resolution Tout doesn't support exporting capabilities at this time.
View full article
Issue When looking at Email Insight it is only showing the first email activity (Send, Delivered, Click or Open), even though the email has been sent several times in the past few days/weeks/months. Environment Email Insight Solution Use different Smart Campaign to send the email if you want to track statistics of the email. Root Cause Email insights will only track the first email activity associated with the email if using the same campaign. this is the same as Email Performance report in terms of this note. Multiple sends from the same campaign to the same person are counted only once.
View full article
Issue Choices are skipped in flow steps on campaigns triggered by new person creation when they are based on system managed fields such as Inferred State Region.. Solution Inferred Fields and other system managed fields my take a while to populate.  When this happens, they won't have the necessary values at the moment the campaign is triggered. To resolve this, add a small wait step as the first step of the flow for trigger campaigns. This wait step allows the system to populate these fields and index them appropriately so they can be used as criteria in flow steps that have decisions in them.    
View full article
Issue You may notice that there may be a block in SFDC that stops syncing unsubscribes from Marketo to SFDC. After fixing the block in SFDC the new unsubscribes will sync as expected.  Here is how to get all the unsubscribes that happened before this fix to sync into SFDC. Solution You would need to set up a campaign to reset the field value. Smart list: Unsubscribed = true Flow: Change data value  "unsubscribed" -> False Change data value  "unsubscribed" -> True   That would take everyone who is currently unsubscribed, switch to false and then back to true. That should cause the true value to sync up to SFDC for all of those records. However, make sure you do this at a time when you are absolutely positive there are no email campaigns going out.      
View full article
Summary Learn how to monitor the synchronization status between Marketo and Salesforce to ensure data consistency and operational efficiency. Issue You want to check the Salesforce sync status to maintain data alignment and workflow effectiveness. Solution Marketo now offers a user-friendly, built-in tool to monitor the Salesforce sync status. To use this tool: Log into Marketo. Go to Admin > Integration > Salesforce. Click on the Sync Status tab.
View full article
Issue What will happen to leads currently in flow steps if you deactivate a trigger campaign?     Solution If you deactivate a trigger campaign, all leads that are currently in the flow will still be processed. Deactivating a trigger campaign will only prevent any new leads from qualifying for the campaign and going through the flow steps.   To stop people from continuing through the campaign flow steps, you have 2 options: Remove people from flow steps. (Recommended option) Note: You may want to add that flow step after every flow step, to target all areas where people may still be in and processing. Delete all flow steps. As people complete any flow step, they will no longer have a next option.
View full article
Issue Are Smart List filters that accept text values case-sensitive (e.g. First Name, Last Name)?   Solution Smart list filters are NOT case-sensitive. For example: If you use the smart list filter 'First Name is John', it will return leads with First Name 'John' or 'john' with a lower case 'j' Vice versa: If you use the smart list filter 'First Name is john', it will return leads with First Name 'john' or 'John' with an upper case 'j'  
View full article
Issue Our organization understands that Marketo has a durable unsubscribe field. Is that the only field that is durable or are other fields like block listed, marketing suspended, etc... durable? The scenario here is if someone is deleted, then later comes back in via SFDC for example -- are other fields durable and thus, carry over to a newly created record with the same email address? Solution The durable unsubscribe is the only field that will persist if the lead re-enters Marketo. This is because we host that data in a separate database, whereas fields such as 'Block Listed' are hosted in your local database. (When the lead is deleted, then all data is wiped for that lead in the local database.)  
View full article
Issue After creating an Email Program with an A/B test, you create smart lists (or smart campaigns) and would like to use filters such as "Opened Email" for the A/B test email. When starting to type the A/B test email name into the smart list filter, the A/B test email name does not show as available to select (it may show a red squiggly line). Solution The Email Program (with the A/B test) needs to be in "Approved" status before the A/B test email assets can be entered into a smart list filter.
View full article
Issue You encounter a "Couldn't connect to host" SFDC sync error. Environment Salesforce Solution This is a message returned by Salesforce to Marketo indicating that for some time, Salesforce couldn't be accessed because the SFDC servers were temporarily down. This could be caused by transient SFDC Server issues/outages but is most commonly caused due to scheduled Salesforce database maintenance. When these errors occur, Marketo will continue to sync to SFDC where it last left off once the Salesforce servers are back up and running - however, this only applies to records already syncing with SFDC. If any records affected by this sync error were attempting to initially sync (through "Sync person to SFDC" flow steps, for example), then the flow steps need to be run again to push any of those records to SFDC for the first time. The global background sync works on its own and will automatically retry to sync any recently updated records (that were already previously syncing with SFDC) after the Salesforce server outage has been resolved. Root Cause Server outage or scheduled maintenance on SFDC servers  
View full article