Product Documents

Marketo Users with  Marketo-MS Dynamics Integration may realize that they are not able to see the Marketo Sales Insight section on Lead/Contact Form in Dynamics after installing the Solution. In this scenario, we will consider that MSI is installed and published successfully. However, even with an Admin Role under their CRM instance, the User is unable to see its section on any Lead/Contact Form. TROUBLESHOOTING STEPS 1. Verify if MSI section is available on the Form Editor: 1.1  Open a record. 1.2  If there are multiple main forms for the entity, verify that the form is the one you want to edit. If it isn’t, use the form selector to choose the form you want to edit. 1.3  Click the More Commands button (....) 1.4  Click Form Editor. You should expect the result below: As you can see the MSI section is available there. If NOT, please go back and re-publish the MSI plugin again as shown in our documentation (Install and Configure Marketo Sales Insight in Microsoft Dynamics Online - Marketo Docs - Product Docs - Step 10). But here, as I mentioned earlier everything is setup properly and running OK. So, what else could be the issue? 2. Check Assignment Roles: Note that due to security roles used in Microsoft Dynamics 365, even if a User is a member of a team with its own security privileges, he won’t be able to see some data. Go to: 2.1 Settings > Security. 2.2 Choose Users. 2.3 In the list, select the user or users that you want to assign a security role to. 2.4 Choose More Commands (....) > Manage Roles.Only the security roles available for that user's business unit are displayed. 2.5 In the Manage User Roles dialog box, select the security role or roles you want for the user or users, and then choose OK. Let's us provide the User here with a Marketo Sales Insight Role. Click OK to save the change. 3. Result: The User should be able now to see the Marketo Sales Insight (MSI) section on Lead/Contact Form under their CRM account.

One of the most common issues while setting up MSI is related to required Fields not configured in Salesforce. In this scenario, I will use the example below: In Salesforce (a) In Marketo (b) Required fields are not configured in Salesforce. Priority (Lead) Relative Score (Lead) Relative Urgency (Lead) Priority (Contact) Relative Score (Contact) Relative Urgency (Contact) Diagnostics Test Failed! Required fields are not configured in  Salesforce: Priority (Lead) Relative Score (Lead) Relative Urgency (Lead) Priority (Contact) Relative Score (Contact) Relative Urgency (Contact) Troubleshooting steps: Note that (a) is the error notification you get when you try to validate the configuration in SFDC and (b) the one from Marketo under the Admin Section/Integration/Sales Insight/Status. 1. Where should you concentrate on to resolve this issue? SALESFORCE as both (a) & (b) state clearly that the required Fields are not configured in SFDC. 2.  Which Fields and where exactly in Salesforce? 2.1  Fields’ Name are outlined in the error notifications (a) & (b). Here:        Priority Relative Score Relative Urgency Priority Relative Score Relative Urgency 2.2  How to locate the Fields in question? The information in parentheses after the Fields' name should tell you where the Fields can be found. So (Lead) refers to Lead Object and (Contact) Contact Object. 3.  What could be the cause? The MSI configuration may fail due to many reasons: 3.1  Fields are not on Lead or Contact Page Layout under Sales Insight Section. Check it out. If not, do so accordingly and try to validate the configuration again. OK. Otherwise: 3.2  Check if the Fields in question are available under Marketo Admin Section/Field Management If they are, check if they are mapped correctly with the corresponding CRM Fields. In most cases, they are not. Meaning that in SFDC, they are not visible to the Marketo Sync User. 3.3   Verify Fields visibility to the Sync User in SFDC Change Fields Security settings if necessary. A Salesforce Admin Role is required. Wait for few minutes for the change to sync over to Marketo. Recheck if Fields are now mapped properly or available under Marketo. Retry to validate MSI configuration under SFDC. OK. After going through the troubleshooting steps above, everything should work smoothly. Otherwise, do not hesitate to contact your SFDC Administrator or Marketo Support for further investigation.