Marketo Integration with WebEx Webinars

[michellechopin]

Happy Halloween Community friends!

I am trying to set up WebEx Webinars in our Marketo instance ahead of an impending event and am struggling REAL hard to do so. I see there is WebEx Webinars and WebEx in the LaunchPoint options - I'm using the former as that is the tool we are using.

However, when I get to the integration details screen and click on Log Into WebEx Webinars, I am taken to the WebEx page where I enter the person's information who has admin rights and get this error:

This person is set up as a full admin on WebEx WEBINARs, and that log in page looks like:

The Marketo documentation to Add WebEx as a LaunchPoint Service also shows that WebEx log in page so I'm assuming it's something I'm doing wrong - does this person need to be an admin in regular WebEx AND Webinars? FYI, logging in using these credentials for the WebEx LaunchPoint service gives me an error because it won't accept any of the sites that I add in (the settings are slightly different).

Any help is appreciated (I also cannot submit support tickets right now but if that's the route to go I will send one as soon as I can).

Michelle 👻

[michellechopin · Accepted solution]

Quick update here after figuring things out. If you're using the Webex Webinars platform and wish to integrate with Marketo, these two things must be true:

1. The Webex Webinars account being used for the integration has to have the right permission in Marketo - while it doesn't require full Admin permissions, the user must have "Access Event Partners" toggled on their role
2. When adding the webinar to the individual Marketo program(s), the webinar must be created by the person who is connected via the integration
   1. I had to update permissions for the user who had set up these webinars so THEY could add the integration instead of me (the system admin for Marketo) - this is ineffective. 
   2. I have reached out to the Webex Support person we've been working with to ask what larger teams do to get around this because it's not always going to be the case where the same person who is on the integration link is setting up webinars. Surely Webex doesn't expect us to redo the integration every time we need to connect a Marketo program to this tool? Will post updates if/when I get them

Also, @Darshil_Shah1 , is it possible to get the Marketo documentation updated - each of these should include one or both of the notes/things to remember:

• Add Webex as a LaunchPoint Service
• Create an Event with Webex

Thanks for all the help in troubleshooting - I'm amazed at how much effort we had to put in to get to this simple answer 😂 but super glad we got it figured out for our upcoming January webinar (and I hope this helps anyone else struggling with the integration too!).

Have a great rest of your week friends 😀

Michelle

[michellechopin · Accepted solution]

Sounds great about the documentation updates, @Darshil_Shah1!

We heard back from the Cisco/Webex support team about my questions for future use if we had more than one person creating webinars - their feedback is:

Given that this is a user based integration, it is important that whoever wants to sync their webinars, will need to login in to Webex from Marketo through launchpoint.  This is key because of security reasons, since in an external system a particular users information can only be synced if the user explicitly signs in and provides access.

We have seen some customers use a common marketing user (like marketing@..... Or info@...) as a user and schedule all webinars through that user, then add that user’s login in Marketo.  Hope that helps.

We're OK for now as we only have one user scheduling webinars but once that team/need expands, we'll move to using a general email address to schedule and integrate webinars via Webex (we do this with GoTo Webinar and it makes things like that much easier). While the other option is possible (users don't need full Admin rights, only the ability to "Access Event Partners"), we prefer to minimize the amount of system updates that our users can perform so we don't have anything added without our knowledge.

Thanks again for your support on this and I hope that our findings help others out if they encounter the same challenge.

Have a great week ahead 😀

Michelle

[Zoe_Forman]

@michellechopin @Darshil_Shah1 My question was going to be can we use shared inbox/emails to login into Marketo for Webex events.

Our sales team still prefer Webex for customer webinars and to have them all have access would need an increase in our Marketo users. Maybe I can split it by the 4 product/industries or will try and use just one for a Sales/Webex login.

Really helpful post and thread - thank you both

[Matjaž_Jaušove2]

Haven`t tried yet the Webex Webinars integration, but with Webex Events it used to be the case that the integration did not work if Webex Events tenant had SSO enabled. Maybe this is the case for Webex Webinars integration as well.

Will try to connect the platforms later this week and post here if it works.

[Katja_Keesom]

Not entirely sure, but worth a check: What are the rights of that same user in Marketo?

[michellechopin]

This person has a custom user role in Marketo with no admin rights. While I would wonder if that was the issue, our GoToWebinar account is linked through a generic user account which doesn't even use Marketo and that one connected with no issues.

Appreciate the suggestion - the more troubleshooting options the better! 😁