Is More MS Dynamics Integration Documentation Needed? If So... What?

[Anonymous]

I'm in the process of building out documentatoin regarding Marketo's integration with Microsoft Dynamics. So I would like to get an indea of how strongly this is desired, and what some of the topics you'd like better documentation on. 

Ideas may be... but are not limited to: 

* Installing the Marketo Lead Management Application
* Installing the Marketo Sales Insight Application 
* Supported Architectures
* Standard Troubleshooting
* Dynamics Integration FAQs
* Claims-based Authentication 
* Online vs. On-Premise

[Anonymous]

Hi Kristie,

Server Name Indication (SNI) is an extension of the TLS protocol. Clients that do not support SNI will not be able to complete authentication when contacting the AD FS server without a workaround. 

The following aritcle should be helpful in explaining this further.... 

Federation with ADFS 3.0 and SNI Support: https://newsignature.com/articles/federation-adfs-3-0-sni-support

The full support for ADFS 3.0 will be coming early 2015. 

Best regards, 
Chris

[Anonymous]

Hi Abhi, 

Please share with me the case number, and I'll check on its progress. 

[Anonymous]

Regarding the support for ADFS 3.0, you mentionned that the only existing solution is for NON-SNI supported clients only.  What does "NON-SNI" mean?

My network admin mentionned this morning that they have imminent plans to upgrade to ADFS 3.0, so I'm trying to figure out if I need to delay them.

[Anonymous]

Hi Chris,

Thanks alot for your response.
The step you mention are already done.

I can also see Star Flame in MS Dynamics CRM.
What I am not able to See is Marketo Main Best bet, which is present under Workplace-> Extensions -> Marketo Main best bet.

When I click on Workplace-> Extensions -> Marketo Main best bet it shows no record exist, also I tried it by changing the view but same result.

Can you help me in this issue, I had also created ticket for same.

Reagrds,
Abhi
 

[Anonymous]

Hi Kristie, 

What you are referring to is considered a "last option" approach to this problem. A better solution is for the customer to edit their dedupe rules within their CRM.  

While support does have a tool for this, we don't put out documentation around it because it can only be used by Marketo Support. If you would like Marketo Support to configure the dedupe rules, a support case will need to be created. 

Best regards, 
Chris

[Anonymous]

Hi Abhijit, 

Welcome to the Marketing Nation! I'm glad to hear you are learning to use the different Marketo solutions. 

In regards to learning more about Best Bets, I would suggest starting with this articles from the Marketo Community. 

You will want to create at least one custom field of the 'Score' data type, using this article. 
Create a Custom Field in Marketo - https://community.marketo.com/MarketoArticle?id=kA050000000KypG

The follow the steps provided here. 
Configure How Lead Scoring Impacts Best Bets in Marketo Sales Insight in Dynamics - https://community.marketo.com/MarketoArticle?id=kA050000000L8BECA0

Another helpful article my be... 
Priority, Urgency, Relative Score, and Best Bets - https://community.marketo.com/MarketoArticle?id=kA050000000KyvXCAS

In regards to the errors you are seeing in the Marketo Error Log, please export the log to an Excel file and submit a support case. Either myself, or one of my Dynamics trained colleagues, will be sure to look into it for you. 

Best regards, 
Chris

[Anonymous]

You should document how configuring Duplicate Detection Rules in CRM can prevent updates to records in Marketo from syncing to CRM.  It can prevent new records from syncing too, but we were surprised that it prevented updates too.  Marketo does have a way to suppress the dedupe rules; to have the setting changed you have to contact Tech Support.

Thanks,
Kristie

[Anonymous]

Hi CHris,

I would require document regarding Best bet.
I am very new to Marketo may just 1 week old for Marketo.
It would great help if you help me in Understanding the best bet, and how it works.
Also I find many error in Marketo error log so how to solve these and are they Important for you.
Also if you have any user manuals regarding how to use Marketo and marketo Sales insight that will help me alot.


Regards,
Abhi.

[Anonymous]

Hi Jillian, 

Thanks for reaching out! I'm glad to hear that my comments have been helpful to you. 

In regards to ADFS 2.2 vs. ADFS 3.0, they are actually the same thing. Technically, there is no such thing as ADFS 2.2. That's what people were calling that version, before Microsoft actually released it. Everyone was expecting Microsoft to name is ADFS 2.2, but instead the named it ADFS 3.0. So any time you see ADFS 2.2, please know that whomever mentioned it is actually referring to ADFS 3.0. 

With that said, I am working to have our Marketo Community article updated to reflect the correct naming convention. Additionally, when attempting to authenitcate with Marketo using ADFS 3.0, the only existing solution is for NON-SNI supported clients only. The full support for ADFS 3.0 is coming to Marketo early next year, mostly likely within Q1 of 2015. 

For now, if you'd like to authenticate with Marketo using ADFS 3.0, please refer to this article. It will step you through everything you need to make it work. https://newsignature.com/articles/federation-adfs-3-0-sni-support. 

Best regards, 
Chris

[Anonymous]

Thanks so much Chris. You are always so helpful!

I saw the recent configuration instruction mention that ADFS 2.0/2.1/2.2 are a prerequisite, but what about 3.0? This is what we currently have and want to make sure we don't need to configure a seperate server before moving forward. Can you clarify?

https://community.marketo.com/MarketoArticle?id=kA050000000L8d2CAC

Thanks!
 

[Anonymous]

Hi Jillian, 

Thanks for posting this question. You bring up a very good point. 

For your IFD to function properly, your corporate firewall must have port 443 open. I do know that proxy servers have their own application firewall rules, so your team will want to ensure these rules are also configured to allow port 443 to be open. 

As a side notes; within AD FS, your team should ensure that the default HTTP endpoint (/adfs/services/trust/13/username) has been disabled, and instead the HTTPS endpoint (/adfs/services/trust/13/usernamemixed) has been enabled. If there is a setting on your proxy server requesting you to decide between HTTP and HTTPS, please ensure HTTPS is made available. 

Another area they should check into is to make sure that SSL chaining is not broken. You can provide them this link for testing the SSL chaining. https://www.sslshopper.com/ssl-checker.html. This will help to ensure the authentication handshake taking place doesn't break along the way, including through the proxy itself. 

Please let me know if they run into any other problems. I'm always happy to help. 

Best regards,
Chris

[Anonymous]

Chris,

Something my IT/Security team is asking for is an example or more info on how they should 'correctly configure' the proxy for Microsoft Dynamics on-premise IFD, which is probably out of Marketo's scope, but API soultions with IFD might be a new concept for some or perhaps the idea of bi-directional sync if somewhat of an unknown for my team. Rather than trial and error and lots of troubleshooting, we would love any insight you can provide or perhaps a connection with another customer who has successfully implemented. Thanks,
Jillian Johnson

[Anonymous]

Hi Kristie, 

I can certainly understand how that would be frustrating. These types of expectations should be addressed early in the onboarding process. 

As you move forward with your Microsoft Dynamics CRM integration with Marketo, please feel free to submit any specific questions you may have to Marketo Support. You can also continue to post questions/comments/concerns here in the Marketo Community. I will be watching for postings such as those, and will respond to them directly as often as I am able. 

Best regards,
Chris

[Anonymous]

In all of the documentation that is already available, it would be GREAT if you would note if the Marketo functionality was not available to MS Dynamics customers.  I can't even count the number of times we've looked at something in the community, got excited about it, and then found out it only worked for SalesForce integrations. 

Here are a few things we ran into during the sync that I suggested you document (you've probably already seen this though) ...
https://community.marketo.com/MarketoIdeaDetail?id=08750000000Jq6zAAC

- Kristie

[Anonymous]

Hi Melisa, 

Thanks for adding your comment! 

Please look over the answered provided to Sara. I believe they may address some of your own questions. 

Best regards,
Chris

[Anonymous]

Hi Sara, 

Please allow me to address each of your points: 

1) When a Lead is converted (qualified) in CRM, Marketo will pick that up and update the synced record in the Marketo Lead Database to reflect the new entity type. For example: if you were to qualify a Lead in CRM to a Contact, It will update the record in the Marketo Lead Database from Lead to Contact. Marketo will then stop looking at the Lead record, and now only sync with the Contact record in CRM. 

The Marketo native integration supports the following entities: 

Lead (bi-directional sync)

Contact (bi-directional sync)

Account (one way sync - CRM to MLM)

User (one way sync - CRM to MLM)

Opportunities (one way sync - CRM to MLM)

Team (one way sync - CRM to MLM) 

Customer Opportunity Contact role (one way sync - CRM to MLM)

2) Updating fields under entties beyond the Lead or Contact entity should not create a dupliate. If this is happening, I recommend you create a case with Marketo Support and allow them to step through things with you. 

3) Filtering which records in CRM are synced with Marketo is a feature we are just now beginning to role out. I'm glad someone was able to assist you with this process. We will be releasing information on this Filtered Sync option, and on a Custom Entity Sync option, very soon. Please stand by! 

Best regards,
Chris

[Anonymous]

Hi Chris,

I definitely think more documentation would be good for many of the training session are based on Salesforce and it really is quite different in MS Dynamics and not quite as streamlined as with Salesforce. It would help set expectations internally.

Another area I think needs expansion is sycning the data between Marketo and MS Dynamics (much like Sara's point 1 above) it is about understanding how Marketo is working this data and then how they talk back to each other.

Agree with the Sara's comments above and also your ideas suggested.

[Anonymous · Accepted solution]

Hi Chris, 

That's great. MS documentation is defnitelly missing; there are so many docs for SF but not much on MS.

We're using MS Dynamics 2011 on-premise and lack of documentation was a big issue for us. Some issues/challanges that we had difficulties with are explained below (maybe it will be useful to include these in documentation): 

1. General: how Marketo is defining and dealing with Leads, Opportunities, Contacts, Accounts (we saw that Marketo is treating every record as Lead and in our logic, after qualifiying Lead we have Account + Conctact + Opportunity. But no matter of qualification, again Marketo is treating everything as Leads, so we now have in database for one qualified Lead: new lead (that was qualified), lead with opportunity, lead as contact. We still haven't understood much how Opportunities work between MS and Marketo, so details on this topic would be appriciated.
 

2. Field mangement: Marketo has pull all data from MS but on a specific way; Marketo distinguish all the fields related with Lead and Contacts from those on Account. So now we have same CRM fields separately created for these two, causing us to have one field duplicated: First Name (l) on Leads and Contacts, and First Name (a) for Accounts. That's why we need to be very carefull when syncing data from Marketo to MS to be sure how to map data. Additonally, important note should be put and that's Marketo cannot read Lookup fields; only Lookup field that it can read is Owner (and only when syncing leads, not in smart lists); eg. Country in CRM is lookup field and Marketo will see and use only GUID value, so what we needed to do is create custom workflow in MS that takes value from Marketo Country field and re-write it in appropriate CRM field. 
 

3. Filter Leads which enter in Marketo: there is no way to filter which Leads are entitled to enter in Marketo, so if one has big database, that can be issue.

Thanks to Marketo team who was really helpful and assisted us in setting the sync and adjusting our CRM records for Marketo, we sucessfully solved all above. But if there were more documentation, the whole process of connecting Marketo and MS would be much more easier and faster. 

Thanks in advance for documentation! I'm sure there are more MS users that would appreciate it.  

[Jamie-Carey]

Thanks for opening up this discussion, Chris. I've already passed along this link to people I know would be interested!