Phone Support: US 8772706586 EMEA 35312423030 UK 08001413030 ANZ 61283107646 JPN 81342339014 As referenced, please find all of the necessary links below. They are listed in order as mentioned in the Welcome video. Marketo Support Portal: https://nation.marketo.com/t5/Product-Blogs/How-to-Use-the-Support-Portal/ba-p/297884 Adobe Help Center: https://helpx.adobe.com/support.html Adobe Community: https://community.adobe.com/ Marketo Engage Support: https://nation.marketo.com/t5/Support/ct-p/Support Marketo Community (you're in it!): https://nation.marketo.com/ Magento Help Center: https://support.magento.com/ Adobe Status Page: https://status.adobe.com/
Adobe Digital Learning: https://learning.adobe.com/ Adobe How-Tos: https://experienceleague.adobe.com/#quick-how-tos Adobe Developer Docs: https://www.adobe.io/ Marketo University: https://nation.marketo.com/t5/Marketo-University/ct-p/marketo-university Marketo Product Docs: https://docs.marketo.com/ Marketo Developer Docs: https://developers.marketo.com/
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.
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Overview Check Tag and Content Discovery are On Check Content Patterns Verify Content Discovery is Working
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.
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1. Make sure the dialog box dimensions are set: 2. Make sure your image also has dimensions properly set: 3. Access the HTML for the campaign: 4. Insert the following CSS into the campaign's HTML: 5.Save your changes and preview the campaign. There should be no more scroll bars.
Have you ever had an RTP Dialog box campaign that ended up with scroll bars around the image? This doc will go show you the steps to remove those unwanted scroll bars
1. Make sure the dialog box dimensions are set:
2. Make sure your image also has dimensions properly set:
3. Access the HTML for the campaign:
4. Insert the following CSS into the campaign's HTML:
5.Save your changes and preview the campaign. There should be no more scroll bars.
In some cases you may want your RTP campaign to display only on your site's hompage. This article will show you how to do just that.
Navigate to your Campaigns page
Edit the existing campaign
Set the "Target URL" to your homepage
This will set the campaign to appear on your homepage. If you are hoping to include the campaign on other pages throughout your website, you must check the "Any Page" field below the Target URL.
Issue You sign up for ToutApp and receive a notice that your account is under review or your account is not verified.
Solution If you sign up for ToutApp using a generic email address such as Gmail, Yahoo, Hotmail, Outlook or other email providers your account may require verification by Marketo Support. Please contact Marketo Support with the following information.
Company Name: Business Address: URL(s) of your primary Web site(s): What is your average weekly and/or monthly email volume? Do you purchase, or have you ever purchased lists of leads? If yes, which providers have you used and when was your last purchase?
Issue A lead ran through a Smart Campaign and should have been sent a push notification but there is no activity of this happening even though the lead is a member of the campaign.
Solution Assuming other leads are receiving the push notification (which suggests the app itself is not to blame) the first thing to check is the lead record itself. If the lead is marked as Marketing Suspended or Blacklisted, this will prevent the record from receiving a push notification. Mark these fields as "False" and send the record through the campaign again, the lead should now be sent the push notification.
Who This Solution Applies To
Customers using Marketo's mobile app integration
Issue How is syndication ID set up while setting up a referral offer?
Solution For a referrer to be given credit they must have a Marketo Syndication ID assigned.
This can be done manually (directly on the lead record) or via the social campaigns' Offer Details > Fulfillment Goal > should be set to Referred Sign-Ups. Once you set that up, the referrer will get issued a "syndication id" and be part of that social campaign's participant's list.
Issue Your Tout Phone calls are not logging to Salesforce
Solution Tout Phone is a great way to get your call information logged to Salesforce, but there are a couple things you will want to be aware of when using the log a call feature. 1. The Contact must have a Salesforce ID attached to them. 2. We currently do not log calls to Opportunities.
Issue How to disable Niko from ToutApp extension.
Solution To remove Niko, simply click on the blue Tout envelope at the top right of your browser, then manually uncheck the box next to "Show Niko as I browse the web". Refresh the page, and Niko should disappear.
Issue How to edit the schedule email in ToutApp.
Solution The way to change the time of a scheduled email:
Go into your on the conversations page. Click the Edit button next to the scheduled email.
From here you will be able to change the time of the delivery of the email.
Issue Error 603 'Access Denied' is returned for when an API user with the default Admin role attempts to make an API call
Environment REST API Users and Roles Permissions
Solution To avoid this error, create a new role: Create, Delete, Edit and Change a User Role | Adobe Marketo
Root Cause It is expected that when the default 'Admin' role is used for an API user, attempting to make API calls will return error 603.
Issue When working on an event program, Marketo Engage users are unable to select a webinar provider in the event partner selection.
Environment Event program
Webinar provider (ON24, Zoom, Cvent)
Solution The members need to be removed before setting up the event partner. You can remove members from a program by changing their status to "Not in Program".
Root Cause Marketo does not allow selecting an event partner in a Marketo event program with members.
What is a Blocklist?
Can I Still Send My Emails, or Are You Blocking Me from Sending?
What Is a Spamtrap and Why Do They Matter?
Can You Give Me the Spam Trap Address That Triggered the Blocklist So I Can Remove It from My Database?
Can You Give Me More Information regarding the Blocklist Issue?
What Is the Quarantined IP Range?
I Sent This Email Campaign a While Ago. Why Am I Only Getting Notification of the Blocklist Issue Now, and Am I Still Blocklisted?
The Blocklist Notification Went to the Wrong Email Address. Why Was It Sent to That Address?
Which blocklists should I be concerned about? - Top Blocklists – What You Need to Know
How do blocklist issues get resolved?
What steps do I need to take to resolve the blocklist issue? - Blocklist Remediation
Issue The issue appears when a custom view is created in MSI that contains dependant fields. The error message: "The dependent picklist '<dependant field name>' requires its controlling field '<parent field>' to be present on the page." will be displayed when you are trying to add the dependant field. For example: "The dependent picklist 'Sub-Classification' requires its controlling field 'Classification' to be present on the page."
Environment Salesforce MSI
Solution Need to omit the dependant field in the custom view.
Root Cause We curently do not support creating a view in SFDC MSI with a dependant field.
Issue You may be wondering if it is possible to edit or rename your custom fields in Marketo.
Solution Yes, editing or renaming your custom fields in Marketo is possible. You can do so by navigating to "Admin" > "Field Management" > Click on the field on the right-hand side field list > click on the name of the field in the centre canvas (UI) then edit. Your fields would need to be unused by any asset in order for you to edit/rename them.