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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 You receive a DMARC report from an ISP saying that your email failed to pass the SPF alignment check, but when you check your SPF listing in Admin > Email > SPF/DKIM, SPF is verified. Solution The SPF record in Admin > Email > SPF/DKIM is tied to your FROM domain. DMARC alignment (using SPF) aligns the domain in the FROM address with the domain in the “return-path” address. This “return-path” address, usually using a '*.mktomail.com' domain, is generally unseen by recipients and directs email bounces and errors back to Marketo for processing. Failed DMARC alignment, between these two domains, is what is triggering the failure your DMARC reporting. DMARC compliance requires EITHER DKIM or SPF compliance, not both in most cases. This article reviews the two methods available for DMARC alignment - https://nation.marketo.com/docs/DOC-1202-technical-tip-set-up-dmarc-verified-domains-in-a-few-easy-steps Having DKIM DMARC alignment may be enough and you may not need to rely on full SPF DMARC alignment. In order to set up SPF DMARC alignment, Branded Return-Path will allow you to align the “return-path” domain with your sending FROM address domain. If you have a dedicated IP on the current pricing plan or are on the Trusted IP range, Marketo can brand your return path at no additional charge. If you have a legacy Silver Dedicated IP package, or are on the Shared IP range, you can purchase the Branded Return Path as an add-on. More technical info can be found here: What is DMARC? - https://nation.marketo.com/docs/DOC-1097 https://nation.marketo.com/docs/DOC-5910-branded-envelopefrom-on-shared-or-trusted-ips https://nation.marketo.com/docs/DOC-5951-branded-envelopefrom-on-dedicated-ips

Issue You need to obtain data in the fields on a Marketo Custom Object. Solution Marketo does not have Marketo Custom Object data export option in the UI. Smart Lists will show a list of leads with that specific attribute, and you can see custom object data on an individual Marketo record. However, using API, you or your dev team can query the Marketo database to access all values on these objects. Find out more at Custom Objects.

Overview It can be difficult sometimes to know how many trigger campaigns you have running or where they’re located. Marketo can show you where they all are inside of the Campaign Inspector. This article will show you where to find Campaign Inspector and what to look for when you’re going through it. Turning on Campaign Inspector Campaign Inspector isn’t enabled in all Marketo instances by default, but it can be switched on pretty quickly. To turn on Campaign Inspector: 1. Log in to your Marketo instance. 2. Click on the Admin link at the top of the window. 3. Click on Treasure Chest. 4. On the Campaign Inspector section, click EDIT. 5. In the dialog window that appears, check the Enabled box and click the Save button. If you have trouble turning on Campaign Inspector, please Contact Marketo Support Finding Campaign Inspector The Campaign Inspector is a tab located inside of Marketing Activities. Once it’s enabled, you will find it right next to the Marketing Activities tab. What does Campaign Inspector show? The Campaign Inspector will show you the active trigger campaigns or recurring batch campaigns that you have in your Marketo instance. As you can see, the details can be sorted by Campaign Type, Campaign Name, Triggers Used, Activity Filters, Flow Actions used, and the date it was last modified. Searching for specific campaigns At the bottom of the window, there is a search field where you can search for specific campaigns. For example, in the screenshot above, you’ll see an operational campaign with triggers listening for emails that have bounced. If you search for the word “bounce” in the quick find, these campaigns will pop right up! Makes it really handy when you have large numbers of campaigns running! Exporting the results One of the great benefits of Campaign Inspector is that it has the ability to export results! Just click the export button at the bottom on the toolbar and you’ll get the spreadsheet downloaded.

Issue Your SFDC Campaign is synced to a Marketo Program but leads that are added to the SFDC Campaign are not showing up as members of the Marketo Program. Solution Take the following steps to troubleshoot this issue: Log into Salesforce using the Marketo Sync credentials. Confirm that the SFDC Campaign is visible to the Marketo Sync user. If it is not visible, this will cause the sync to fail. Confirm the members of the SFDC Campaign are visible to the Marketo Sync user. Marketo cannot sync leads it cannot see. Compare the member statuses of the SFDC Campaign to the statuses of the Marketo Program. The sync will only work for statuses that match exactly. For example, if the statuses for your SFDC Campaign are Invited Registered Attended but the statuses for your Marketo Program are Invited Attended then none of the leads in SFDC with a campaign status of "Registered" will be added to the membership of the Marketo Program. To resolve this, make sure that all statuses match between the campaign and the program. You may need to force an update on the leads to re-queue the sync.

Issue Email get delivered initially but after a while, the email bounces stating 550 error. Solution This is a behavior of a particular type of Bounce called an Out of Band bounce ( OOB). The Send, Delivered and then Bounced sequence tells us that the email was initially accepted, but then due to a variety of reasons (or categories) it was rejected. This type of bounce is not uncommon, but are relatively rare. If you look at the lead record , you'll see that there will be an "Email Delivered" activity right before this bounce message which is what makes it "Out Of Band" . There isn't really any way Marketo can control it--it's entirely up to the recipient mail server. Many times this happens when a recipient mail server takes in emails in through a main server, then dumps them over to a secondary server. The first one that takes in the email gives back the "Email Delivered" message. Then the secondary server evaluates each email based on the spam filters and against known email addresses in their system. If the secondary server gets invalid email addresses or filtered out as spam, they'll then be bounced, causing the bounced message after the delivered message.

What is the Email API? What is the Email API used for? What is Email 2.0? Does the Email API Work on Email 2.0 Assets? Will the Email API Break when Enabling Email Experience 2.0? How Are 1.0 Assets Upgraded to 2.0 Assets? What to Do When an Email Was Accidentally Converted to Email 2.0 format? What is the Email API? API stands for Application Programming Interface and the Email API allows an automated process to create and edit emails in Marketo. There are also other API calls that involve emails, such as Approve Snippet (assuming the Snippet is used in an Email) and Clone Program (assuming the Program contains Emails). There are also API calls to create and update Email Templates. Essentially, the API can do many things that you can also do through the Marketo user interface, but then in an automated fashion. What is the Email API used for? There are many scenarios: an external system could create Emails in Marketo using data that lives outside of Marketo. A translation service provider could clone a master Email, translate it to many languages, then save them back into Marketo as localized Emails. A reporting system could extract Emails from Marketo to use in reports that are generated outside of Marketo. An external system could Clone a Program that contains Emails, then populate the Program Tokens and schedule the Email to be sent out at a specific time. There could be an external email template creation system that creates new Email templates in Marketo through the API. What is Email 2.0? “Email Experience 2.0” is the new Marketo product feature with the enhanced email editor, documented here: https://docs.marketo.com/display/public/DOCS/Email+Editor+v2.0+Overview. It can be switched on in Admin > Email > Edit Email Editor Settings. All Emails and Email Templates also have a version number, either 1.0 (the old version) or 2.0 (the new version). If we refer to “Email 2.0 asset” we mean an email or email template in the new upgraded 2.0 format. Does the Email API Work on Email 2.0 Assets? Yes. Will the Email API Break when Enabling Email Experience 2.0? No. Enabling Email 2.0 will not automatically upgrade Emails or Email Templates to the new 2.0 format. The Email API can still create new Emails and Email Templates in the 1.0 format. However – after enabling Email 2.0 – any Email or Email Template that is created or edited and approved through the Marketo User Interface will automatically be upgraded to the 2.0 format. How Are 1.0 Assets Upgraded to 2.0 Assets? If you edit an “Approved" or “Approved with Draft” 1.0 Email with Email 2.0 enabled, the draft is converted to the 2.0 format. You can still discard the draft to go back to the approved 1.0 format. Once you approve the email and it becomes 2.0, the Email cannot be converted back to 1.0. If you edit a “Draft” 1.0 Email (never been approved), this will automatically be converted to 2.0 with no option to revert back to the 1.0 format. The same applies to Email Templates. What to Do When an Email Was Accidentally Converted to Email 2.0 format? If an Email or Email Template was accidentally converted to the 2.0 format, you’d have to copy the asset contents to a text editor, disable Email 2.0, then create a new 1.0 asset using the content that you copied.

Issue A Smart List created to track Opened Email activity does not match the Opened count on an Email Performance report Solution Smart Lists specifically track "Open Email" activities in the activity log. "Open Email" is logged when a single-pixel tracking image is downloaded into the email, but some email clients do not download images by default, so it is technically possible for an email to record a clicked link activity without logging an open. Email Performance Reports have a backfill logic to compensate for this. Rule #1: Each email activity record is set to one, and only one, of the following: Delivered, Hard Bounced, Soft Bounced, or Pending. Rule #2: If the email record shows Opened, then it is counted as Delivered. Rule #3: If the email record shows Clicked Email or Unsubscribed, then it is Opened and therefore counted as Delivered. Rule #4: If the email is Opened, then bounces are ignored. If the email has not been opened, Hard Bounced "wins" if the email record also shows Soft Bounced or Delivered. NOTE: As a result of this logic , a metric could potentially count an event (e.g. Delivered) that doesn’t have a corresponding activity log item. This can cause discrepancies in the results when compared to smart lists using email filters.

Issue Description Getting the following error when trying to push leads to Salesforce as members of an SFDC Campaign. Failed: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY: RHX_PRO_NQ.RHX_PRO_CampaignMember: execution of AfterInsert caused by: System.QueryException Issue Resolution This error is generated from Salesforce when the Marketo Sync User does not have permission to view the members of a particular Campaign in SFDC. In this case, you can try manually adding one of these Leads as a Campaign Member in SFDC while logged in as the Sync User. Also, check with the Salesforce Admin for the required permission for accessing the associated SFDC campaign. Who This Solution Applies To Customers integrated with Salesforce Is this article helpful ? YesNo

Issue A Smart Campaign with a Data Value Change trigger for a specific field does not pull in newly created leads, even though the leads have the specified value in the field. Solution Marketo does not log Data Value Change activities for fields that are populated in the creation of a lead. If the value changes after the lead is created, we log the Data Value Change which would then trigger the appropriate campaign. If you want to include newly created leads along with existing leads in your campaign: Add a "Lead is Created/Person is Created" trigger to the campaign along with the Data Value Change trigger Add a filter for the specific field and the desired value. This will allow the campaign to fire for both new and existing leads.

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.

Included in this article Overview Troubleshooting To Try http:// and https:// No Munchkin Tracking Code on Web Page No Visitors to the Web Page Yet Tips for Triggers and Filters Selectors Overview Have you ever tried to enter a web page into a Visits Web Page trigger or filter and gotten an unexplained red squiggly line? It looks like the one you get in Microsoft Word when you have a spelling error. You hover your mouse over it and it says "Invalid URL" even though you know that the web page is a good one. This can be a frustrating one, but here are a few things to look for to troubleshoot this problem. Troubleshooting To Try There are a few different reasons why this could happen. You could have an error in the formatting of the URL entered, you could have a page that isn't being tracked or hasn't had any visitors. Here's what to check for. http:// and https:// Using http:// or https:// in the beginning of the URL can cause the red line to appear. Check if you have it in the URL. If yes, remove it and the red line should disappear. No Munchkin Tracking Code on Web Page If the web page you're entering doesn't have the Munchkin tracking code on it yet, there's no way for Marketo to "see" the page at all. Make sure the Munchkin code is on the page and is actively tracking as it should be. For more details, check out Add Munchkin Tracking Code to Your Website - Marketo Docs - Product Docs No Visitors to the Web Page Yet Another cause for the red squiggly line to appear is if there have been no visitors tracked by munchkin on the targeted page. Filters look through lead record activity logs for the activity they're looking for. If the filter is searching for leads that have visited a particular web page but no leads have logged that activity yet, the filter can read this as an invalid URL, similar to if there were no Munchkin code on the page. Check the page for visits. Make sure you have a munchkin installed on the page you are requesting. Create a test lead and visit the targeted page. Tips for Triggers and Filters Here are a couple of things that may help when using these filters and triggers. Selectors "Is" Selector In Triggers and Filters, if you use the selector "Is", (as in "the web page IS xyz.123.com") then the results returned will only be those from an exact URL match. If you want to also find results for the page xyz.123.com/sales, they won't be returned when using the "is" selector. NOTE: The "is" selector will return results in filters much faster since it is only looking for exact matches. "Contains" Selector If you use the selector of "contains", (as in "the web page contains xyz.123.com"), then this would return results for all pages that have xyz.123.com. Therefore, xyz.123.com/sales would match. The page xyz.123.com/products would match. All variations of that site xyz.123.com would match up. NOTE: The "contains" selector in filters will take a little longer to process because it has to evaluate the entire URL string in every web page visited to identify whether there's a match for the value anywhere within the URL. It's not extremely long of a delay, but you may notice a little slowness.

This is a article attached image Upon signing a contract with Marketo you are provisioned a Marketo instance and a Support Service. There are four different types of Support Services which are available to meet different customer support needs: Online (Legacy) Business or PREMIER SUPPORT BUSINESS (Legacy) Premier or PREMIER SUPPORT ENTERPRISE (Legacy) Elite or PREMIER SUPPORT ELITE Each Support Service has a different Service Level Target (SLT). An SLT is the amount of time Marketo Support targets to make first contact with you after a support case has been submitted. SLTs differ for each Support Service and priority level. Priority levels range from Priority P1 to Priority P4. Here are the SLTs and priority levels for each Support Service: Priority Online (Legacy) Business PREMIER SUPPORT BUSINESS (Legacy) Premier PREMIER SUPPORT ENTERPRISE (Legacy) Elite PREMIER SUPPORT ELITE P1 1 hour 1 hour 1 hour 30 minutes 30 minutes 30 minutes 15 minutes P2 4 hours 3 hours 2 hours 2 hours 1 hour 2 hours 30 minutes P3 6 hours 5 hours 4 hours 4 hours 2 hours 2 hours 1 hour P4 3 days 1 day 1 day 1 day 1 day 1 day 1 day Here are the descriptions for each priority level: Priority Description P1 Mission Critical: Core business function down or potential loss of mission critical data P2 Urgent: Major feature or workflow is not functioning. Mission critical workflow and majority of user community is not blocked P3 Important: Normal usability or task completion is impacted but functional, or workaround is available P4 Minor: Minor issue requiring a correction. Normal workflow is not impacted Find more information About Support here!

Issue You created an Email Performance Report and want to know if the report will show the number of times a person clicked (if they clicked multiple times in an email) or how many people clicked. Solution The metrics in the report are per person. The report will show the amount of people that clicked a link in the email, not the number of times the email had a link clicked. To see how many times people clicked a specific link in an email, you'll want to use the Email Link Performance Report described here: Email Link Performance Report.

Issue You may experience this error when we create campaigns in SFDC using Marketo Campaign sync through a program. Solution The error that we are receiving indicates that the User Profile that Marketo uses to log into Salesforce doesn't have permissions inside of SFDC to create campaigns. To test this, log into Salesforce using the Marketo sync credentials and try to create an SFDC campaign. If you are unable to do so, then Marketo cannot create campaigns via the sync. You would need to work with your SFDC Admin to grant the Marketo sync user permission to create campaigns in SFDC. If still there is an error, please contact the Salesforce support team, since this error is coming from Salesforce.

Issue Description Lead fails sync to SFDC with the error INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST: bad value for restricted pick list field Issue Resolution This happens when the Marketo field has a value that is not available in the list of accepted values on SFDC. We suggest that you check with your SFDC admin to find out the list of accepted values and make necessary changes. Who This Solution Applies To Customers integrated with Salesforce

Issue You want to have one email address in the From field ( abc@test.com) a different email address in the Reply-To (all@test.com)? Solution Yes, you can use different email addresses in the From and Reply-To. If the Reply-To is an email alias that sends to a group, you should confirm that email is working and able to receive email. Please note: Automatic replies, such as out-of-office notifications will be sent to the From address, not the Reply-To. Reply-To is only used when the person who received the email clicks the Reply button in their email client. Note :- The SMTP envelope sender typically appears as <uniqueidentifier>@*.mktomail.com. You will only receive responses of this nature if you have configured a branded sender for your subscription. While this serves as the correct destination for auto-responses, regrettably, it is frequently overlooked.

Issue A Program or Smart Campaign was deleted and you would like to have it restored. Solution Marketo Support cannot restore deleted programs or campaigns. Marketo Support can only restore deleted leads, emails, and landing pages within a certain amount of time after deletion. Landing pages and emails that are assets of a deleted program cannot be restored. Marketo Support can provide the smart campaign configuration, including details such as filters in the smart list and flow steps. It's essential, however, that the deleted campaign is relatively recent, ideally within the last 2 weeks.

Issue Will custom settings, such as Launchpoint integrations, API configurations and SFDC sync settings, remain in place when doing an instance copy, or will they be overwritten? Environment Non-Microsoft Dynamics integrated Instance Solution All permanent configuration settings which can be done to a Marketo instance are reset to the default values or settings in the destination instance. Everything is copied except for the below list: Lead Database and activity history are not copied CRM configuration is reset on the destination instance. Users are not copied. CRM Field Mappings are removed in the destination instance except for standard mappings, and must be set during the Field Mapping Stage of CRM sync initialization. RCA information is not copied. Program subscriptions are not copied. Campaign History is not Copied. CNAMES for Email links and LPs are not copied. All Account-string based properties are modified accordingly. Munchkin ID of the destination instance is preserved. Sales Insight Admin Configuration is Reset. Outlook licenses are not copied. All pre-existing data on the destination instance will be destroyed. Asset IDs for emails, landing pages, and programs will match Launchpoint and API integrations are not copied If data may exist on the destination instance prior to the copy process, this may require that you work with your Success Manager to obtain a replacement instance for the copy to be completed. NOTE* This process is not applicable to customers utilizing the native Microsoft Dynamics integration.

Issue Issue Description Within a Smart List, there are two filters: 'Person was Created' and 'Created At'; both similarly named but qualifying different records. Solution Issue Resolution The 'Person was Created' filter is looking for the activity of when the individual record became known, via form fill or list import, etc. Denoted with the New Lead activity type in the Activity Log. The 'Created At' filter is looking at the date of when the Marketo record was first created. This date is listed under the Info section on the person record. Some Marketo records have a difference between when the record was initially created and when the individual became a known record. An individual could visit a Marketo page for the first time and generate an initial web page visit on May 1st tracked on an anonymous record in the database. Then on May 8th the person fills out a form thereby converting their anonymous record to a known record in the database. May 1st is the date used for 'Created At' filter, and May 8th is the date used for 'Person was Created' filter.

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Service Level Targets (SLT)

Unique Clicks in Email Performance Report

SFDC Campaign Sync Error - Failed: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY: entity type cannot be inserted: Campaign

INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST: bad value for restricted pick list field

Different Email Addresses in the From and Reply-To Lines

Need Deleted Program or Smart Campaign Restored

Will Customized Settings Remain When Doing an Instance Copy?

The Difference Between 'Person was Created' and 'Created At' Filters