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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 creating a Smart List with a "Member of SFDC Campaign" filter, the SFDC Campaign is visible on the drop-down list, yet it throws an error when selected and the Smart List is loaded: "Error running Smart List: Check your Smart List configuration" Solution Things to check: The campaign has been re-named in SFDC or has been deleted. It could also be that somehow a "space" has been entered before the campaign name. For example, Marketo is looking for "SFDC Campaign Name" and SFDC has it as " SFDC Campaign Name" or "SFDC Campaign Name ". The campaign is present and active in SFDC, but is not visible to the sync user. The Marketo Sync User details can be located in [Admin > Integration > Salesforce > Username] This can be checked by logging in to SFDC as the Marketo sync user and verify that the campaigns are present with the correct name and activated for that sync user.

Issue When using the "Sync to Salesforce" flow step and setting up choices, selecting "Do Nothing" uses the Auto-Assignment Rules in Salesforce. Solution This is expected. For this flow step, the choices are basically asking whether the record should be assigned to a specific person or not. When it is not specified (i.e., "Do nothing") the assumption is that you still want the record to be synced to Salesforce, otherwise they would not be in that step, but that there's no particular desire to assign it to a specific person. Thus, since SFDC records need someone to be the owner, the Auto-Assign rules are used by default

Issue You need to filter leads who were sent an email by time zone to confirm the Recipient Time Zone feature is working correctly for all leads. Solution The "Was Sent Email" and "Opened Email" filters do include the constraint "Date of Activity" but it is not that granular. You can get granular to the minutes, but you can only select "in past: 5 minutes" for example, not a specific time or date range. One workaround would be to View Results for the Email Program and filter for the "Send Email" activity. You could export the results to a spreadsheet to make sure people are being sent emails at the correct time.

Issue You want to change the description of an email template after the template has been created. Solution To update the email template description, follow these steps: Go to Design Studio > Emails > Templates. Click the name of the template. Hover your mouse cursor over the name of the template. When a pencil appears beside it, click the name of the template to change it to an editable field. Write in the desired name of the template. Click the Save button.

Issue When you try to drag and drop elements (form, rectangle, etc) into a free-form landing page, nothing happens. Solution If the free-form template is not mobile compatible, you may experience this issue. Please make the template mobile compatible to fix it. Refer this article to make the existing free-form template mobile compatible: Link - https://docs.marketo.com/display/DOCS/Make+an+Existing+Free-form+Landing+Page+Template+Mobile+Compatible

Issue You have a Batch Campaign or Email Program setup where the amount of people qualified is more than what's listed under the Smart Campaign Person Restrictions limit (for more context, see Enabling Person Restrictions for Smart Campaigns). Within that same program or campaign, you calculate that between the number of qualified people reduced by how many are blocked from processing puts the total count of records below the Person Restrictions for the instance. Would the campaign or email program still execute and process the appropriate leads that aren't blocked or does Marketo solely look at qualified members to determine if that's more than allowed based on Person Restrictions? Environment Admin Marketing Activities Marketo Scheduling Solution Yes, the campaign will still run as expected. Both Email Programs and Smart Campaigns effectively disqualify non-marketable people before processing records towards the Campaign Processing limit. Example: Your instance is setup to limit campaigns from processing more than 500k records in a given Smart Campaign. If you have 600k qualified for your Smart List (Audience) but 200k of the records are blocked, the campaign will still run as only 400k marketable people qualify to actually get processed through the campaign. Blocked records don't get processed through the campaign execution and, therefore, don't add or contribute to campaign processing limits.

Issue Why is the number of records shown in the Opportunity Analysis report in Revenue Explorer different from the number of records shown in a Smart List with the same filters? (e.g. 100 records in Opportunity Analysis vs. 200 records in smart list) Why are some records in the Smart List that do not appear in the Opportunity Analysis report? Solution The attribution settings are set up to report on "Explicit: Only contacts with roles (default)" This means, the records in a Smart List that do not appear in the Opportunity Analysis Report in RCA are contacts without roles.

Summary UTM Parameters Not Populating with Known People Form Fill Issue UTM parameter field values are not being captured for some people's form submissions, even though the form is configured to capture the values. Solution When a form is using the "Show Custom HTML Form for Known People", the submission button will generate a Filled out Form activity, but will not write any new field values. When attempting to capture UTM parameters with the feature enabled, those UTM values, as well as the other fields on that form, will not be captured. Show Custom HTML Form for Known People | Adobe Marketo Engage

Issue You may see the error "Program with name already exists" when saving a program name, and this is because Marketo requires each program name to be unique. There may be a scenario where you are trying to re-name an existing program to correct capitalization. (For example, your program is currently called "Test program" and you want to re-name it to be "Test Program", but you get this error message.) Solution As a workaround to resolve this: 1) Re-name your program with an extra character at the end, essentially to temporarily make it a different program name 2) After that, re-name the program back to your original desired program name and it will save

Article Text Image: Step Flow for Predictive Content for Web and Email What are Content URL Patterns? This post explains the first part of the flow image above: the discovery and tracking of content for the Predictive Content app. During the setup phase, the marketer defines their content URL patterns (See Create Content Patterns for more information), in order for Marketo to discover HTML content (e.g., blog posts, press release, news articles) across a domain. Setting URL patterns allows Marketo to auto-discover content when a web visitor clicks on the HTML web page within the content pattern. This content is then added to the All Content page in Predictive Content. Setting up URL Patterns Go to User Profile > Content Settings > URL Patterns. (For more information, see the Getting Started doc: Getting Started with Predictive Content) Image: URL Patterns Page Rules for Content URL Patterns Use of a wildcard (*) is permitted throughout the expression. e.g., domain.com/* or domain.com/*blog* It's recommended to use /* at end of the expression to continue pattern discovery. e.g., domain.com/blog/* to discover all your blog posts in the blog folder Content Patterns are not case sensitive. URL Pattern: "domain.com/Blog/*" will discover all HTML pages on "domain.com/Blog" and "domain.com/blog" Parameters in URLs are not discovered. Auto-content discovery removes the URL parameters in order to avoid discovering the same content URL multiple time with different parameters. Examples of Content URL Patterns Domain URL Pattern Type Result domain.com blog/* Pattern Discovers all your content that matches the pattern domain.com/blog/. Example: domain.com/blog/5-top-tricks domain.com/blog/2017/new-year-solutions domain.com/Blog/3-best-recipes domain.com article/2017/* Pattern Discovers all your content that matches the pattern domain.com/article/2017/ Example: domain.com/article/2017/5-top-tricks domain.com *datasheets* Contains Discovers any URL that contains the word "datasheets" Example: domain.com/datasheets/5-top-tricks domain.com/blog/5-top-datasheets domain.com press-release Exact Only one HTML page is discovered: Example: domain.com/press-release domain.com Exact If the domain is selected and the URL expression left empty, the URL pattern will discover only the home page Example: domain.com sub.domain.com blog/* Pattern Discovers all your html pages in the folder blog only on the sub domain sub.domain.com

Issue When viewing the activity history for email sends to a lead, the campaign name does not reflect the program name responsible for the send. Solution Marketo will run background campaigns to handle emails sent through a either an email program or a nurture program. The naming convention for this may look like the following: Program - #### - Exploration - Campaign Program - #### - Exploitation - Campaign Email Batch Program - #### - send-email-campaign To refer to the accurate name of the program responsible for the send, this information can be found in the Detail section of the activity log.

Summary Aggregating/summing two score fields Issue You have two new score fields (for example: 'Implicit score' and 'explicit score') and you're wondering if there's a way to sum/aggregate these scores together for all records within Marketo. Solution To aggregate different score values together within Marketo, you should first create a third 'sum' field meant to capture the aggregate of the two scores. (Example: 'sum score') Now, we have 3 scores: Explicit Score, Implicit Score, and a Sum Score SOLUTION First, setup the scoring smart campaigns for implicit and explicit score as you normally would. Once those scoring programs are setup, add the sum score field to the flow of each respective campaign, increasing that score by the same interval that you increase the implicit or explicit score by. This should allow the scores to aggregate over time. Example 1 "Implicit Scoring campaign: Trigger: Visits web page 'x' Flow: 1. Change Score [Implicit score] Change: +5 2. Change Score [Sum score] Change: +5 Explicit Scoring campaign: Trigger: Fills out form 'y' Flow: 1. Change Score [Explicit score] Change +10 2. Change Score [Sum score] Change +10 Final result if a record runs through both campaigns > Implicit score: 5, Explicit score: 10, Sum score: 15" In the above example, the sum score flow step is simply added to each respective explicit/implicit scoring campaign, with the same change interval applied. Once applied to all relevant scoring programs in the instance, the sum score should continue aggregating the two scores into the sum score field. If you're increasing both explicit and implicit scores within one campaign instead of separating out by score type, you could also accomplish this with the same logic and instead adding the summed score interval within that same flow, for example: Example 2 "Scoring campaign: Trigger: Person is created Flow: 1. Change Score [Implicit score] Change: +3 2. Change Score [Explicit score] Change: +4 3. Change Score [Sum score] Change: +7 Result > Implicit: 3, Explicit: 4, Sum: 7" -------------------------------------------------------------------- Potential Alternative solutions: 1. Have your SFDC/CRM Admin create a workflow within the CRM which sums the two fields as they sync. This requires the score fields in question to be synced to the CRM. 2. Call a webhook, which will keep the aggregate in line with the individuals each time it's called. This would be a custom webhook implementation that Support cannot assist with. Sources for alternative solutions: How to sum Lead Scores in one aggregate score field Add two Scores in Marketo

Summary Some users encounter problems with their Marketo domain not handling URL parameters correctly and resolving URLs. Issue When using URL parameters, some users experience issues where their Marketo domain does not correctly handle and resolve URLs. Cause: The issues can arise due to errors in how the URL parameters are structured, syntax errors, or difficulties in the domain's ability to handle parameters. One common problem is placing the anchor (represented by "#") incorrectly in the URL string, especially before the parameters. Solution URL parameters are extra pieces of information added to a URL to provide specific data or instructions. E.g., Example Domain?parameter1=value1&parameter2=value2 However, incorrect handling of these parameters by the domain may cause issues in resolving the URL, resulting in broken links or incorrect behavior in your Marketo campaigns. Therefore, it is crucial to ensure that URL parameters are correctly managed to avoid any problems. Below are some recommended guidelines to follow while using URL parameters. Proper use of "?" in URL parameters: Start your URL with "?" if it contains parameters. This correctly initiates the parameters and allows the URL to resolve correctly. Example: www.example.com?parameter=value#anchor Verify your domain's ability to resolve parameters: It's possible that certain websites may not be set up to accept or process parameters present in URLs automatically. If you're facing such an issue, it's important to inspect your website's domain settings. This can be done by exploring the configuration options offered by your content management system (CMS) or hosting provider. In case your domain isn't equipped to handle parameters, you may need to reach out to your domain provider for further assistance. Place the anchor correctly: The anchor is typically included at the end of a URL to direct the user to a specific section of a webpage. If you are using parameters in your URL, the anchor must always be placed after the parameters. Example: Incorrect: www.example.com#anchor?parameter=value Correct: www.example.com?parameter=value#anchor Some examples of different URL constructions. Both of these are valid, correctly constructed URLs: www.example.com?parameter1=value1&parameter2=value2 www.example.com?parameter1=value1#anchor In the examples above, the "?" symbol is used to start the parameters, and the "&" symbol is used to separate multiple parameters. The anchor is placed at the end, after the parameters.

Article Text Included in this article Overview The Issue The Explanation Overview Sometimes you'll see an organization show up as "ISP - Anonymous - Proxy" in your visitors list in RTP. The Issue RTP is a powerful product with an immense database, but not every ISP can be found. When we receive a visit from an ISP we can't identify, instead of omitting them from our results, we use the name "ISP - Anonymous - Proxy" and set the location to "United States. The Explanation Pretty much any free Wifi signal you find like at a library or coffee shop will be listed as an Internet Service Provider (ISP). The admins for that ISP service can configure their network in any way they would like, including whether they allow for identification of their network. If there is no data provided, there's nothing for RTP or any other service to gather. In that case, that's when you'd see the "ISP - Anonymous - Proxy" listing for a visitor in RTP.

Article Text 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 "Added to List" trigger is not firing when a lead is imported to a list when the List Import Mode "Skip new people and updates" is selected. Solution Campaign triggers fire when the triggering activity is written to the lead's activity log. "Skip new people and updates" mode specifically skips activity logging. Since the "Added to List" activity is not written to the lead record when a lead is imported, the campaign will not be triggered.

Issue Salesforce is going to change your instance sub-domain from NA#1.salesforce.com to NA#2.salesforce.com. What measures should you take in order to make sure that our sync works? Solution Marketo accesses SFDC with the API login endpoint, so a change in the login domain that you use would not affect the Sync user. Marketo and SFDC sync should continue to work irrespective what domain SFDC belongs to. If a change happened to SFDC that affected the sync user, such as its credentials or the SFDC OrgID changed, then Marketo would need to be updated If there is an issue with your sync after updating the SFDC domain, try the following to resolve the issuce. Change your SFDC Sync User's password. Issue a new security token. Re-enter the credentials within Marketo Admin >Salesforce. If it doesnt resolve the sync issue, contact Marketo support and they will be able to help you out.

Issue The Get Lead Activities REST API is not returning any activities even though the lead referenced definitely has multiple activities of the type being called. REQUEST: https://[munchkinID].mktorest.com/rest/v1/activities.json?access_token=x&leadIds=123&nextPageToken=ABC&activityTypeIds=46 RESPONSE: { "requestId": "xyz123", "success": true, "nextPageToken": "ABC", "moreResult": true } Solution The Get Lead Activity REST API are reliant on timestamps for their nextPageToken. Each Get Lead Activity call will go through 300 activities of ALL types from the timestamp placed on the nextPageToken. This is supported by the article http://developers.marketo.com/rest-api/endpoint-reference/lead-database-endpoint-reference/#/Activities/getLeadActivitiesUsingGET "By default, the endpoints mentioned in this section will return 300 activity items at a time. If the moreResult attribute is true, this means that more results are available. Continue to call the endpoint until the moreResult attribute returns false, which means that there are no more results available." Based on that, the reason why the API call does not return any activities is that it does not find any activities of type 46 in the 300 activities it checks from the timestamp placed on the nextPageToken So when making a Get Lead Activity call for a specific activity type, ensure that nextPageToken is as close as to the timestamp of the specific activities

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