Paul Wilson

[Support Tip] Info to include in each of your Marketo support tickets

Discussion created by Paul Wilson Employee on Apr 27, 2017
Latest reply on May 3, 2017 by Paul Wilson

In order to speed up the response time from Marketo when you open a case you should always include the following information on every support case:

  • Version of Microsoft Dynamics
  • Online or On Prem
  • Version of Marketo Lead Management (MLM) solution installed
  • Version of Marketo Sales Insights (MSI) solution installed
  • Alternate connector (like Scribe or Bedrock)

 

So the top of your case would look like:

  DCRM 2015 Online

  MLM 4.0.0.17

  MSI 2.0.0.10

 

If the issue you are having is related to records sync'ing between Dynamics and Marketo then you should also include the Marketo Error Log for the last 30 days. (Support Tip to pull that is here.)

 

Here's how to find the version of MLM and MSI you have installed in Dynamics CRM:

Step 1: Navigate to Settings, Solutions

navigate to solutions.png

 

Step 2: Look for the Marketo Sales Insights and Marketo Lead Management records

MSI and MLM version numbers.png

 

This might help speed things up!

 

Paul Wilson

Outcomes