About Diana_Watts3

Diana_Watts3 · ‎06-08-2020

Hi @Victor_Herrero I never got to the bottom of this sorry - it was a really strange one. It sounds like you've having a similar problem! Have Marketo Support been able to provide any insight?

Diana_Watts3 · ‎10-14-2019

I've had that issue before - the user is still sitting somewhere in the back end. You'll need to go to Marketo support and ask them to clear it so you can reinstate the login. It's a nightmare!

Diana_Watts3 · ‎09-15-2019

We've got something similar in our instance. It involved creating a new custom score field called 'Email Count'. A listener campaign was set up whereby if an email is delivered, add +1 to the count. Then, wait 7 days until 11pm, and minus 1 from the count. That way, at any given time you have a clear idea of the number of emails sent to that person in the last 7 days.

Diana_Watts3 · ‎08-29-2019

Lucid Chart all the way. So much nicer to use than Visio, and you can upload custom icons (I think on the paid version, but it isn't expensive).

Diana_Watts3 · ‎08-29-2019

When you say that they 'look correct', what do you mean? I've noticed that we get a lot of OOB (Out Of Bounds) bounces, where the emails may well be valid but the mail server rejects them AFTER delivery. There's a good summary of it from Mike Reynolds at the end of this thread. As an organisation you can make a call on strategy - whether to override the bounce and re-deliver to these addresses again - it is possible that they will make it through on another send, but you need to balance that with reputation and what the comms actually are (operational vs marketing).

Diana_Watts3 · ‎08-29-2019

That depends on whether you want to (a) delete them from your Marketo instance, or (b) remove them from your list, but leave them in Marketo. As always, there is more than one way to skin a cat - it just depends on whether you want a (digital) paper trail or not. Deleting them from Marketo entirely If you want to leave a 'paper trail', then you can set up a new campaign. In the smart list of the campaign, identify the people you would like to delete/remove from list. In the flow step, use 'Delete person'. To do a straight delete (with no record of the action) you can simply select the people from the list you want to delete, then click 'Delete person'. No campaign required. Remove from list only, and keep in Marketo Again, if you want to leave a 'paper trail', set up a new campaign. In the smart list of the campaign , identify the people you would like to delete/remove from list. In the flow step, use 'Remove from list'. To remove from list with no record of the action you can simply select the people you want to remove, then click 'Remove from list '. No campaign required. I hope that helps!

Diana_Watts3 · ‎07-14-2019

Great, thanks for your input Sanford!

Diana_Watts3 · ‎07-14-2019

Hi community We are going to be using interactive images inside our emails soon (for those email clients that support interactive of course). We're going to be using carousels and hotspots within email modules. Having not used these before, I was wondering how these go with tracking inside Marketo? I'm assuming we can load individual URLS to the image carousels so that should be pretty straightforward, but if somebody clicks on a hotspot in the email, is this something that can be easily tracked? Any info/gotchas/tips/tricks from folks who have used these before would be appreciated! Thanks Di

Diana_Watts3 · ‎04-10-2019

Hi Nimisha, Looking at your initial screenshot, my comment would be that this is inverse logic which makes it more difficult to think about and understand. Given that it's a subscription centre, you'd normally expect to be able to opt IN to things, rather than just be presented with a list of things to opt OUT of. For example - presenting an option that says 'I want to opt out of product information' means that the customer has to do a positive action (tick the box) to get a negative outcome (unsubscribe). It isn't technically wrong, but it does make understanding all of the smart campaigns and processing at the back end harder to grasp. When I build a subscription centre, I sit and document every single possible action that a person could take with the centre, then engineer the campaigns accordingly. Then, I go through every single possible action again and test that what I've set up is actually working. It takes time, but if you have worked out all the possible scenarios it's a great way to find all the little loopholes and things you may have either missed, or not considered. Things to test for could include: - Do you treat a customer any different to a prospect? Has this been accounted for? - What if they are an existing lead, and unsubscribe from everything? - What if they are an existing lead, and unsubscribe from one product category? - What if that lead then re-subscribes to that product category? - What if they are a brand new lead who has somehow found your subscription centre and fills out the form? (are you assigning the right acquisition programs, lead source, lead source details, subscriptions etc) - If they unsubscribe completely, are you capturing the reason why? - What if someone submits the form without ticking anything? The above list is by no means exhaustive, and your testing scenarios will be unique to your business and setup. I hope that helps! Diana

Diana_Watts3 · ‎10-28-2018

Hi all, Apologies for the tardy reply, for some reason I didn't get any notifications on this post and have been very busy since! We finally got some resolution after six weeks. Unfortunately I cannot tell you what the issue was because LinkedIn never told us. They put the problem back on to Marketo multiple times and after finally acknowledging that it couldn't be a Marketo issue, they quickly fixed it, then implied that there was never an issue in the first place, despite the fact that the integration had stopped working, and then suddenly started again on the same day they finally 'looked into it'. Not a positive experience from their team and I've not had any indication as to the cause, nor acknowledgement/apology from LinkedIn for the six weeks of frustration and loss of data it caused. If I had any inkling re cause I'd let you know but sadly I don't. For what it's worth, Leo at Marketo Support (AU) was awesome: prompt, helpful and super quick to respond every time. Greg, I suspect the issue you refer to was the same one Mike raised in his post? Now I'm onto dealing with a new issue with the Facebook integration - it never ends. 🙂

Diana_Watts3 · ‎10-28-2018

Hi Tara The event will show up in the app within seven days of the event date, provided you have scheduled the event. Are you able to confirm whether you've set the event date and time in the program using the scheduler? You will also need ensure that the relevant steps for check-in success have been set in the program channel/tags. For example, the status 'Registered' should have the mobile check-in status marked as Registered.

Diana_Watts3 · ‎10-28-2018

Done!

Diana_Watts3 · ‎08-21-2018

Hi Vivre We had the same issue - for us the issue was that Marketo was adding an S to the http:// address of images stored in Marketo (we don't have SSL enabled on our instance). If you add your image link as an external URL it works, but it was something that Marketo needed to fix from their end. It was a nightmare for email creation. I hope that helps!

Diana_Watts3 · ‎08-20-2018

Thanks Josh. We'll cover both bases - we've been in touch with LinkedIn, but will follow up as we are meeting with Marketo reps this week - will push to get it escalated.

Diana_Watts3 · ‎08-19-2018

Hi community We've been experiencing issues with the LinkedIn lead gen integration. We've been using it this year with no problems at all, but we discovered that LinkedIn recently changed a few things at their end which meant our integration stopped working. We initially found we couldn't reauthorise it, but Marketo support worked with LinkedIn to get that working again. Now that it's authorised, the form name is still not showing up in Marketo, despite there having been around 30 form fills to date. Support have looked at their end, and are seeing no API calls coming from LinkedIn to our Marketo instance. I've been to Marketo support again, and was informed that the likely scenarios causing this issue are: 1. The user doesn't have admin permissions in LinkedIn, specifically Campaign Manager, Account Manager, Company Page Admin, Lead Gen Forms Manager. 2. Leads are coming through an incorrect account (we have two accounts) 3. LinkedIn has an issue on their end that is preventing them from sending API calls to Marketo. We've confirmed that we've ruled out (1) and (2) above, so we've been told to open a support ticket with LinkedIn. It's now been five days, with no response from LinkedIn at all. I'm just wondering whether anybody else is having these issues, or is this an isolated problem for us? Thanks!

Diana_Watts3 · ‎06-18-2018

Hi Dan Was this ever resolved? I've had this issue once or twice in a past Marketo life, and a couple of colleagues at my new company are experiencing this quite regularly. It seems very strange! I've told them to try your solution next time it happens, but am curious to know if a solution was ever found? Thanks! Diana

Diana_Watts3 · ‎05-27-2018

Thanks Sanford - just as I thought. It seems really strange, and not a behavior I've seen before. The cases are all different - some are submitting the same form twice in the same minute (which led me to wonder if it's a Marketo gremlin) while others are doing it two and three days apart. They are all receiving the scheduled emails (i.e. they are being shown as delivered/opened) including the instant, triggered auto-responder so it doesn't make sense that lack of follow up would be the cause. I'm officially stumped. 😞

Diana_Watts3 · ‎05-24-2018

http://info.aut.ac.nz/postgraduate-study.html

Diana_Watts3 · ‎05-24-2018

Hi community We are currently running a campaign which allows leads to fill out a form to receive information on their preferred study option. I've noticed that 10 leads have filled out the form twice, but haven't changed their study option preference so have basically submitted the exact same form values twice. This doesn't always happen in quick succession - 7 of the 10 re-submitted hours or even days apart, and 3 leads submitted the same form within the same minute. One lead also had three separate form fills days apart with the exact same lead values for a completely different campaign. I don't think there is a bot at play here, as I have checked each of the submissions and they are all from the same IP address and user agent. They are all from mobile though, so I'm wondering whether it's possible that the forms have have inadvertently been re-submitted somehow at a later date from the same mobile browser? The landing page redirects to a thank you page on submission, so I'm not sure how that would even be possible but it's the only thing I can think of. The landing page is completely standard, no Javascript. All form fields are pre-fill enabled, so leads can see what they submitted previously if they are cookied and visit the form again. I would love to limit the number of times leads can pass through the campaign, but I can't. There are genuine cases where leads will submit the form more than once with different lead values. The only other possible reason for this is just actual, weird behaviour: people resubmitting pre-filled forms with exactly the same values because they feel like it. Has anybody else experienced something similar?

Diana_Watts3 · ‎05-21-2018

Hi community I have created a subscription to a Program Membership Analysis report from RCE, which is being emailed to me daily. I'm having two issues with the subscription: On attempting to view via my desktop computer, I am presented with the following message "The file format and extension of the report don't match. The file could be corrupted or unsafe. Unless you trust its source, don't open it. Do you want to open anyway?" I am unable to view the attachment on mobile (iPhone 6). It simply loads a blank screen. I have no issues with Excel attachments from standard Marketing Activities report subscriptions, and have tested a number of different marketing activities reports with no issues. Has anybody else experienced these problems? And is there any way to change the format of the RCE report subscription to CSV/PDF? Thoughts/solutions appreciated. Thanks!

Diana_Watts3 · ‎03-25-2018

Hi Mary, I'm assuming this might have been sorted already, but it was most likely due to the tracking link issues at the end of last week. We had exactly the same problem, but it was addressed with the fix put in place by Marketo. Not sure if that helps...?

Diana_Watts3 · ‎06-28-2017

Thanks Sandford Whiteman, much appreciated as always. I suspected there might have been some JavaScript involved, which is out of my area of expertise! I will let the client know and see whether they still want to proceed on that basis. Thank you!

Diana_Watts3 · ‎06-25-2017

Hi community, Our client currently runs third party surveys, which leads fill out, and are then presented with a further option to fill out another quick survey and go in the draw to win $500. If they agree to the second survey, then they are sent off the third party site and onto our client's Marketo landing page and form. The information that they provided on the initial third-party form mirrors what they are being asked to provide on our client's MLP. Our third party supplier believes that by pre-filling the data from one form to the next, they will get a much better response rate, however attempts to do this via a URL have all failed. The URL they are attempting to use looks something like this: http://go.hyundai.co.nz/Hyundai-Test-Drive-Survey.html?mktg_medium=link&mktg_source=rokt&mktg_campaign=rokt_survey_15&mktg_content=rokt_survey&firstName=viv&lastName=test&email=viv@test.com&mobilePhone=12345 I don't know enough about forms and coding to understand why this doesn't work - is anyone able to shed some light on this? Theory says it should work, but I'm sure there are Marketo limitations I don't know about, or a requirement for coding to work around! Thank you, Diana

Diana_Watts3 · ‎05-14-2017

Hi community I've just noticed this morning that our client has set up their own Facebook lead ad - because it was done by them, no campaign has been set up in Marketo to receive these leads. Even so, the leads are still making their way into Marketo without the campaign, and subsequently have no subscription rules or values applied to them. Because there is no receiving campaign, the activity log shows no specific campaign activity. BUT, it has automatically created a 'Filled out Facebook Lead Ad' step in the lead's activity record. If I click on the activity detail ID, I can see a whole heap of Facebook sync information including: Page ID Lead Ad Form ID Lead Ad Group ID Lead Ad Form Name Lead Ad Ad ID Lead Ad Campaign Name Lead Ad Group Name Lead Ad Set Name Lead Ad Name Lead Ad Gen ID Lead Ad Campaign ID Lead Ad created_time Lead Ad Set ID Is this a new thing? I've never seen this before and we've been running lead ads directly into Marketo for well over a year. It's worrying, as if the client decides to set up their own campaigns and not tell us we end up with a lot of leads in Marketo with no attribution, subscription rules etc. Any thoughts/info appreciated! Thanks Diana

Diana_Watts3 · ‎01-26-2017

Hi community! We are trying to implement an Atlas dynamic tag within our Marketo assets (specifically eDMs) so we can track user registered opens and clicks. Atlas dynamic tracking tags are macro-enabled to streamline campaign creation and tagging setup to align with Atlas measurement. This enables us to leverage the macros in platforms ((in this case Marketo) outside of Atlas to avoid creating create a large of amount of Atlas tracking tags. Instead, the values generated from these macros are sent directly in the Atlas view and click tags and Atlas will automatically store and report out on all the different combinations of values passed to Atlas. In terms of macros for Marketo, we’ve identified we can potentially use the Marketo tokens as the macros and input them into the code. The first token we’ve used is the program.id token using the label: {{program.id:default=edit me}} As a test, we used this program token and put it into an Atlas view tag and then placed the code into an email template in the hope it would fire an open or a ‘view’ in Atlas, unfortunately this hasn’t worked and we’re currently going back and forth with Atlas to identify the issue, but aren't getting anywhere. The question now is, has anyone tried to implement an Atlas dynamic tracking tag or any dynamic tracking tag which uses the marketo tokens into an email template? And if so, is there any insight you could please give us on what we might be doing wrong? Below is a link of the tag used : https://ad.atdmt.com/i/img;adv=11232200877684;ec=11232200918161;c.a={{program.id:default=editme}};s.a={{program.id:default=editme}};p.a={{program.id:default=editme}};as.a={{program.id:default=editme}};a.a={{program.id:default=editme}} ; I have also attached screenshots from Atlas’s guide to creating these tags in external profiles. Many thanks Diana

Diana_Watts3 · ‎10-05-2016

We have multiple clients set up and using AdBridge, but haven't had any issues in pushing leads - we just can't add to existing audiences, or see any of them. If I log into Marketo for client A, I can see every single audience for clients A, B, C, D etc. But if I log in as client B (which is the one I've got the issue with), I can't see any audience at all. Nothing. Not even their own audiences, let alone anybody else's. Fingers crossed we can get resolution soon - I've tried pretty much everything from this end, so it's in the hands of Marketo now!

Diana_Watts3 · ‎10-05-2016

We have now done further post-call testing at the request of Marketo Support, with no apparent issues found around the permissions in Facebook. Support are now reconvening to continue their investigations... I will keep you posted. 🙂

Diana_Watts3 · ‎07-21-2016

Hi there We are having the same issue across all of our clients, with no resolution from Marketo support at this stage. It's reassuring to know we're not the only ones, but it's really difficult and has had a major impact on our workflow. Our lead ad flow stopped abruptly on the 16th July, and has affected every single live campaign which we have had running for the month of July with no issues. We are chasing support, but any updates you might have would be appreciated! Thank you, Diana

Diana_Watts3 · ‎04-28-2016

We seem to be having the same issue here Kristen - we run lead ads for a number of clients and all of a sudden we can't get it to work for one, and it does seem odd. We did have some issues a couple of days ago with the regression of a bug in one of Marketo's servers which affected lead ad campaigns for one client, but that has been resolved. I wonder whether there's something going on with updates they're currently doing?

Diana_Watts3 · ‎01-04-2016

I am currently trying to set up a campaign for customers to provide post-transaction feedback. We have some custom fields for this, but have utilised the existing 'Contact Enquiry' field for any additional feedback that customers wish to provide around their purchasing experience. Once the form has been filled out, an alert is sent to our sales team summarising the feedback. The issue I am having is that the 'any additional feedback' field in this particular form is not compulsory, and therefore if a customer has submitted a previous contact enquiry but HASN'T filled out this field on the form, the previous contact enquiry from their lead record will appear in the alert. I cannot create a new field for this feedback, but cannot work out how to set the alert up to only include this field IF it was filled out as part of the customer feedback form. Can anybody please help with this? I've been going in circles and can't seem to find a workable solution. Thank you!

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