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  Marketo Support's Mission is: "To provide fast and friendly world-class support through creative, flexible solutions to empower Marketo Automation Software success."   Areas of Responsibility: Technical Support Engineers (TSEs) are your initial point of contact for any questions or concerns. TSEs are responsible for troubleshoot issues within your Marketo instance. Common areas within a Marketo instances which TSEs will assist with are:   My Marketo Marketing Activities Design Studio Lead Database Analytics Revenue Explorer (RCA/RCE) Calendar Deliverability Tools Search Engine Optimization (SEO) Web Personalization (RTP) Admin Community   Our TSEs are not web developers and as a result they are unable to troubleshoot most types of custom coding (ie. HTML, JavaScript, XML, etc.). Our support team is able to help with the following types of non-custom code:    Simple Munchkin Code Asynchronous Munchkin Code Asynchronous jQuery Munchkin Code SOAP API REST API   Our technical support engineers are here to assist you and our support commitment to our customers is to always work towards providing an above and beyond support experience.   Note: Our team is not against looking at custom code and, based on the subject matter expertise, our TSEs might be able to offer suggestions and recommendations, but we do want to make it clear that they are not responsible for fixing or updating any custom code that has been implemented.   Response Time:   Our Technical Support Engineers are bound to responding to your cases and issues within the Service Level Agreements from your account's level of support services.  We track response milestones to ensure that your cases are being handled in a timely manner as dictated by our agreed to SLA's.
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NOTE: Securing any Marketo domains requires the "Secured Domains" product first be added to your subscription. A base offering will be automatically added to all customer subscriptions at next renewal, but to make any SSL or domain changes, or purchase coverage for additional domains, please contact your Marketo Customer Success Manager (CSM) for more information.   Marketo’s Secured Domains for Landing Pages secures any and all landing page domains defined in your instance to be served via HTTPS. Serving your pages securely assures that you’re providing critical security and data integrity for both your pages and your visitors’ personal information.   Below you’ll find the 5-step process to secure your Marketo landing pages with Marketo’s Secure Domains for Landing Pages. Please note, there is an automated support case that gets created on your behalf when the purchase of Secured Domains for Landing Pages is completed.     Step 1. Verify your Landing Page Domain, CNAMEs and any Domain Aliases are setup Before you can secure your landing page domains and any domain aliases (subdomains), you must first set these up in Marketo. If you are a new Marketo customer working through your implementation, please work with your implementation consultant on the landing page domain(s) setup and timing to cut over to HTTPS. If you’re securing your landing page domains for a previously implemented instance, please verify that your domains and domain aliases (subdomains) are set up in your instance. Below are some links to help: Edit Landing Page Settings – to set you Landing Page Domain Customize Your Landing Page URLs with a CNAME – to understand and set up CNAMEs (subdomains) Add Additional Landing Page CNAMEs – to set up multiple CNAMEs in your instance (subdomains) Be sure your redirect rules and domain aliases are updated to use https:// instead of http:// .   Step 2. Edit and update the HTML code of your existing landing page templates to HTTPS Next, you'll need to review and update your Marketo landing pages to ready them to be served securely. Please complete the following two actions in order before moving on to Step 3: If you purchased Marketo before January 2016, please un-approve and immediately re-approve all landing pages last updated before January 2016. This can be done in bulk in the Landing Pages section of Design Studio by selecting a group of pages for un-approve/re-approve via the “Landing Page Actions” menu. We recommend completing this step in batches of a maximum of 10-20 pages at a time. Instructions for doing so can be found here: Approve Multiple Landing Pages at Once - Marketo Docs - Product Documentation. You can see the "Last Updated" timestamp in the Landing Pages section of Design Studio. Open the HTML code for each landing page template. C hange all URLs listed in the HTML currently formatted as "http ://" to instead read "https://" TIP: Ctrl+F "http" to automatically highlight all URLs that must be updated: Simply add "s" after each http reference until ALL have been updated to https Missing even one URL's http reference will cause the "Mixed Content" browser warning:   vs.  SAVE THE PAGE AS A DRAFT Do  not approve the draft. You will approve the drafts after Support activates SSL in Step 4. NOTE: Once you secure your Marketo landing pages to be served over HTTPS, you should not link to HTTP (unsecured) assets or pages from your secured landing pages.   For more detailed guidance, please see our recorded instructions below         Step 3. Respond to the TSE via the existing support case The TSE will then begin the process on our end to generate certificates to cover all the domains and subdomains configured in your instance. Once notified, please allow 3 business days for Marketo to create your secure server endpoint. Marketo's Support team will contact you when this is complete. We appreciate your patience during this 3-day setup process.   Step 4. Marketo Support Will Activate Your Secured Domains for Landing Pages Once we've generated and issued the necessary SSL certificates for your domains, we'll notify you that it is done and activate SSL for your Landing Pages. NOTE: There will be a brief "cut-over" period between when HTTPS is enabled by the TSE and when you are able to complete Step 5 below. During this time, landing pages may show up to customers with a mixed-content warning; however, all links and emails will continue to work properly without disruption, and your customers are not at any risk. Be ready to complete Step 5 quickly once instructed to minimize this period.   Step 5. Re-approve your landing pages and verify success Once your Support Engineer has activated the switch to HTTPS for your instance, y ou must immediately take the following actions: Approve all draft pages that you edited from Step 2 above. This can be done in bulk in the Landing Pages section of Design Studio by selecting a group of pages to approve via the “Landing Page Actions” menu. If you include a Marketo landing page on a secure website using an iframe, you will need update the HTML to load the secure version of the landing page, otherwise the end user will get a security warning. Verify your pages are loading and rendering as expected. Contact Marketo Support with any issues you may encounter.     Questions & More Information For more information, including and FAQ, please see the Marketo Secured Domains for Landing Pages Overview & FAQ.     Is this article helpful ? YesNo
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Issue Description Visit Web Page activity is tracked and showing up for one subdomain on your site, example.marketo.co, on a record but it is not recording activities for a different subdomain, pages.marketo.co.   Issue Resolution The reason that this behavior is taking place is because the domain that is being utilized has a two letter top level domain "example.co". For domains that end with a two letter suffix, “example.co”, the Munchkin script is setting the tracking cookie to the third domain level by default. This is to take into account two letter country codes such as “.jp”, “.us”, “.cn”, and “.uk”. This means that when someone visits “info.example.co”, the Munchkin script will assign a new cookie to “info.example.co” instead of “example.co”. When someone visits or is referred to a different subdomain, such as "pages.example.co” it will create a new cookie for this domain “pages.example.co”.   To prevent this from taking place you will need to add the Munchkin Initialization Parameter setting the “domainLevel” to “2”. This will cause the cookie to be set to the second domain level “example.co” when visiting either the Marketo or non-Marketo hosted landing pages. Details about the Munchkin Initialization Parameters can be found in this Developers Doc:   https://developers.marketo.com/javascript-api/lead-tracking/configuration/   Since the Marketo hosted landing pages will, by default, use the same 3 third level domain behavior, you will need to disable tracking at your template level using the steps at the end of this article:   https://docs.marketo.com/display/public/DOCS/Create+a+Free-form+Landing+Page+Template   This will disable the default tracking that all landing pages get in Marketo. Then, similar to external landing pages, your team will need to add the Munchkin tracking code to your Marketo templates, where you would have control to set the domain level to 2 (instead of 3). Once this has been updated on both the external landing pages and Marketo hosted landing pages, the tracking cookies will be set at the second domain level and work across the various sub-domains.   Who This Solution Applies To Customers with two letter domains   Is this article helpful ? YesNo  
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1. Navigate to  https://status.adobe.com     2. Click Manage Subscriptions                               3. Sign in using your Adobe credentials or click Create an Account to log in                                       4. Select Experience Cloud drop-down                               5. Select Adobe Marketo Engage                                       6. Select a business service(s)                                     Prior to selecting a regional location(s), you will want to identify what data center and pod/server your instance is located in. Yo u can deduce this information by looking at the URL of your instance. The CNAME = the pod or server your instance is on.         The example above indicates that this instance is in our Ashburn data center on pod A. This user would select the regional location Marketo Ashburn, and then pod ABA, as shown below.    The abbreviations for all of our data centers are as follows:  ab = Ashburn  sj = San Jose  sn = Sydney  lon = London    NOTE: This method can also be used to identify what Real Time Personalization (RTP) pod/server your instance is in.    7. Select regional location(s) and event type(s)                             8. Select the environment(s) you would like to subscribe to and click Continue                                     9. Review your subscription preferences and click Done  
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As of November 30, 2019, all the familiar content on the  Marketo Engage Status Page has been  migrated and is now available on the  Adobe Status Page . This move allows us to leverage Adobe’s more robust and efficient monitoring platform for not only the standard alerts and scheduled maintenance, but also hotly-requested functionality including pod-specific status updates and proactive notifications!   Timeline October 31, 2019: The functionality to subscribe to notifications at the solution and pod level released on the Adobe Status Page. Customers may begin exploring and subscribing to various notifications.   November 30, 2019: Marketo Status Page was deprecated and a redirect to Adobe Status Page was put in place. Moving forward, please refer to this article for up-to-date  System Uptime and Deliverability Scores.   January 8, 2020: To better prepare you for upcoming changes and scheduled maintenance, we have increased the previous two-day ‘lead time’ of these notifications based on impact. Service Maintenance 30-day lead notifications are now available on Web/Mobile/Tablet surfaces and via Email notifications.     Opt-In to Adobe Status Page Subscriptions For step-by-step instructions on how to opt-in to Adobe Status notifications, please refer to this article: Subscribe to Adobe Status Notifications    Common Questions How do I see previous issues or maintenance? 1. Go to: https://status.adobe.com/ 2. Click "Experience Cloud"  3. Click "Adobe Marketo Engage" 4. Select the appropriate Service  5. Click the dots on the date line to view the details of what occurred on that day What do the colors mean on the Status page? 1. Blue is for maintenance 2. Red is for a major issue 3. Orange is for a minor issue
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Issue Description You recently passed the MCE and want to add the certification to your Community profile.   Issue Resolution Certification updates happen every 2 weeks, and your Community profile has to be filled out completely for the update to work. If you don't see your update within two weeks, please reach out to mktcertf@adobe.com .     Is this article helpful ? YesNo
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Requesting a Mentoring Session Overview Mentoring Sessions are 30 minute meetings with Marketo Support experts for a deep dive into select topics. Included in Marketo Business, Premier and Elite Support levels, these sessions are intended to help you gain deeper understanding of features, gain insight into product usage, and get advice and guidance outside the normal context of support case triage and resolution.   Marketo Premier and Elite Support levels include up to 4 Mentoring Sessions per quarter. And Business Support includes up to 1 Mentoring Session per quarter.   Note: Premier and Elite requests will differ from Business requests after clicking "Schedule a Session"     1. Click the Support Tab at the Top of the Screen.       2. Scroll down to find the Mentoring Session Box.     3. Click Schedule a Session.     For Premier or Elite Customers:  (See Business instructions below) 4. Find and click on  the Subject Matter you'd like to discuss with your Marketo Support expert.   '     5. Pick a date and time of your preference. **Don't forget to double check the timezone you're in!**       For Business Customers:  4. Choose your Topic, Session Request Date, Session Request Time and a description of your goals and any questions that you have.           Common Topics for Mentoring Sessions Mentoring Sessions are intended to deliver practical guidance on the effective use of Marketo including how-to advice, tips and techniques, and other relevant topics. Some common topics include: New Release introduction and review Feature training and adoption including product/feature demonstrations and education on how to use a new feature in context of your specific use case Exploring best practices for campaign setup, showing how Marketo can achieve specific outcomes to help drive your business Sanity-check of Campaign logic and multi-campaign workflow verification Explore and discuss ‘How do I…’ questions and provide best practices advice, and hands-on guidance Troubleshoot HTML* within context of: Marketo Landing Pages; Wysiwyg editor Embedding forms on non-Marketo Landing Pages HTML issues created by the Marketo Landing Page editor Troubleshoot client-side JavaScript, helping with Google Analytics, Munchkin code conflicts, and light development to overcome/compliment Marketo functionality* Work with third parties to resolve configuration issues, includes making use of common use cases like PPC or UTM capturing and interactions       Frequently Asked Questions Why do I have to schedule it one week in advance? Support engineers are very busy, and preparing for a mentoring session can take time. Sometimes there is additional research or material that needs to be created. Sometimes it just takes time to line up the schedules of the experts that are needed.   How come I can’t choose the exact time I want? The day and time is used as a guideline for the request of the support engineers. After filing the request, the expert who is assigned your case will reach out to you in 24-48 hours to arrange the exact time and specifics. This helps us be more versatile and agile in aligning schedules.   Why is my mentoring session not being handled by my Named Support Engineer? We want to put you in contact with the best expert on the subject of your needs. Sometimes this is your Named Support Engineer, and sometimes it is another expert on our team. But don’t worry: if your Named Support Engineer is not assigned the case, they will still be included in the meeting to maintain continuity for you and your team.   How are my mentoring sessions counted? This number counts down every time a mentoring session or extended service is requested by any Authorized Support Contact on your team.
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  NOTE: In order to manage authorized support contacts you must be set up as a SUPPORT ADMINISTRATOR on your support entitlement with Marketo.   IMPORTANT BEFORE YOU FOLLOW THE STEPS BELOW: Our system is particular about how each User needs to access the Support Portal. Simply going straight to the nation.marketo.com will not have the desired result. Each User must access the Support Portal from your instance. This can be done by logging into your Marketo instance and either clicking on the Community tile or Community button in the upper right hand corner of your instance. Users will not show up in the list of available users to be added as Authorized Support contacts until these steps are completed. Below is an example image of the community tile each User must click:       This will bring you to the Community page (https://nation.marketo.com/), and from there you will proceed to follow these steps:   1. Log into the Marketo Community and click Support.     2. Click Manage Authorized Contacts to approve or disapprove authorized contacts.     3. The top of the Manage Authorized Contacts page provides information about contact totals.  If the Allow Marketo Support to Add Authorized Contacts is checked, it means that the customer has granted permission to Marketo Support to add authorized contacts.     4. To authorize a contact, check the Is Authorized checkbox next to the contact's name.  In order to appear on the list of available contacts, the user must have clicked Community (while logged into Marketo) at least  once.     5. To un-authorize a contact, click the Authorized checkbox next to a contact name to clear the checkmark. Click OK in the popup.      If a contact on the list is no longer an employee at your company or that person does not need to manage cases, you can remove a contact from the listing entirely, by deselecting the Authorized box, and selecting the No Longer checkbox. Click OK in the popup.         Great! You can now manage Authorized Contacts for your account.  
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