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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

Issue Description When a piece of predictive content is approved the following error appears: "Action failed. Please contact support. Error code:24 Error message: Invalid email title Error message: internal error, reported to support" Issue Resolution Change the title of the content to less than 48 characters. This error indicates that the title for the content is too long. The maximum number of characters for a title in content AI is 48 characters. Who This Solution Applies To Customers with RTP/Web Personalization/Predictive Content/Content AI Is this article helpful ? YesNo

Issue Description Can a Default program in a nurture stream be changed to the Nurture Channel for reporting purposes? Issue Resolution Program Channels can only be applied to one type of Program. Nurture Channel will only be usable on a Engagement type program. You can however have multiple channels avaliable for a specific type of program! So you can have one program type with multiple channel options, but you cannot have one channel used for multiple program types.

Issue Description You are sending password reset links, but not receiving those emails, or you are trying to login with what you thought was the correct login without having success. Issue Resolution By default, the Marketo login is an email address. If you needed to reset password for a User, you enter the login which happens to be the email address associated. However, there is a feature that separates the login and email address, where the login could be test@test.com, but the associated email address for this login is your.name@company.com. If this feature is enabled and you needed to reset a password, you would still enter the login (test@test.com) and the reset password email would be sent to the associated email address (your.name@company.com). If you would like the feature that allows for separate login and email addresses, please contact Marketo Support.

Issue Description Email filtering can prevent the delivery of the invitation email to the Sales Insight Outlook Plug-in, preventing end users from being able to activate the plug-in. Issue Resolution This can be re-mediated by white-listing the trusted IP range from the following document: https://docs.marketo.com/display/public/DOCS/Setup+Steps#SetupSteps-AskITtoConfigureProtocols The email invitation return path is determined by the Marketo user who is inviting in the instance. So if there is a restriction on the domain that the email can be sent from you can adjust this by creating a dummy user with a username with the a domain that would qualify for IT restrictions. Then log in as the dummy user and send the invitation. It will have the dummy address in the From line. Who This Solution Applies To Outlook Plug-In users Is this article helpful ? YesNo

Issue Description We have a field (Field Label: Account Record Type, Field Name: RecordType, Data Type: Record Type) in SFDC that is visible to Marketo Sync User but it is not syncing the field to Marketo. We are unable to find the specific field in Admin -> Field management. Issue Resolution We do not have the Record Type field synced to Marketo. Instead, we sync the Record Type ID, which gives the alphanumeric string for the record type. Marketo Sync user does not have access to Salesforce record type. There is a work around to get the record type names that is discussed here: https://nation.marketo.com/blogs/marketowhisperer/2016/04/09/setting-the-sfdc-record-type Who This Solution Applies To Customers integrated with Salesforce Is this article helpful ? YesNo

Issue Description After running an A/B test, some Lead records appear to have received both Test and Winner. Issue Resolution In an A/B test, the sample size of the audience is sent the variants, and then for the winner: the entire audience minus the test audience is sent the Winning email. So let's say that you received both Test and Winner. This means you have duplicate records in the database. Marketo is designed to not send duplicate leads the same email at the same time. So one of the duplicates is qualified for the Test, and then when the Winner is sent, it's the total audience minus the test audience, the Winner is sent to the duplicate record. This above situation can apply to Lead Records as well, because of duplicates with the same email address, but also duplicate records that may have a FWD set up between them (record B emails FWD to Record A email address). Because this is expected from the design decision, the resolution is to deduplicate your database. Is this article helpful ? YesNo

Dear Valued Customers, This is a Root Cause Analysis for the service issue that occurred on November 20, 2017. Beginning at 12:10 PM, our systems experienced a network server disruption that limited the ability for users to log in to the Marketo platform. All Marketo services have been fully restored, and our analysis has confirmed no data was lost as a result of the disruption. When: Full Disruption: November 20, 2017, 12:10 PM – 2:56 PM PST Partial Disruption: November 20, 2017, 5:15 PM PST – November 21st, 7:59 AM PST Full Disruption Duration: 2 hours 46 minutes Service Impact: During the full disruption window, customers were unable to log in to Marketo. After service was restored on November 20, intermittent errors limiting Marketo functionality for a subset of users persisted through November 21. Cause: The source of the disruption was a network server failure. When our backup systems activated, a component of our secondary server was unable to take over operations due to a synchronization issue. After login access was restored, a buildup of network requests caused the intermittent errors that led to the partial disruption. Resolution: We replaced the servers involved in the issue and reconfigured our network infrastructure for optimal system operation. In addition, we have enhanced our network infrastructure monitoring to better predict and prevent similar disruptions moving forward. We take these incidents very seriously and continue to invest aggressively to enhance system stability and security across the Marketo platform. If you have any questions, please contact our Customer Support team at https://support.marketo.com. Thank you for your patience as we worked to resolve this issue and for being a loyal Marketo customer. Mohan Achar VP, Customer Support Toll Free US: +1.877.270.6586 Direct +1.650.376.2302 Is this article helpful ? YesNo

Issue Description You are testing a new Trigger campaign, and your test records are meeting the Filters, but the campaign is still not triggering from the testing. Issue Resolution A likely reason that Marketo records do not process through Trigger Campaigns (with >1 Filters) when the record is performs the Trigger Action is because the record does not meet the Filter criteria. Records must have the Filter attributes established prior to the Trigger Action occurring. For Trigger Campaigns that are not triggering records because there is a delay in the Filter Attributes having the necessary data, Support will generally recommend a daily recurring Batch Campaign with the same Flow to catch and process those records that fall through the cracks, but there's another suggestion I could give you: turning filters into Remove from Flow flowsteps! Trigger Campaigns happen real time, but occasionally, a daily batch campaign is too long of a wait. But the purpose of this alternative workaround is to allow the attribute data be written on the records, but not to wait so long for the daily Batch Campaign to run. For example: You have a Trigger Campaign, with filters: [attribute] is True 1) Then you can take this Filter, remove it from the Smart List and turn it into a Remove from Flow flowstep with a choice: Remove from Flow: if [attribute] is False, then Remove from This Campaign. 2) This Remove from Flow flowstep will need to follow a Wait Step. The Wait Step needs to be long enough to allow the necessary Filter Attribute data to be written on the Marketo Record. So if the Filter Attribute Data comes through to the record about 45 minutes after the Trigger Action, then the first Flow Step should be Wait 1 hour. There's a 1:1 ratio for number of filters turned to number of Remove from Flow flowsteps. If there were 4 filters it would be turned into 4 flowsteps with the negative logic (shown in the above example) to then filter out records. 3) Finally, after the Remove from Flow flowsteps, the same Flow Steps will be used to carry out the desired actions on the record. It's a little complex, but it's a nice middle ground between Trigger, and Daily Recurring Batch. Who This Solution Applies To Is this article helpful ? YesNo

Issue Description The "View In Browser" link gives an error "Customer does not belong to any POD" when clicked in the Email Preview or in exported email HTML. Issue Resolution When you Preview an Email you are viewing the layout of the email, but system tokens will not function. This is also true of exported HTML. When you send a Sample Email, you can test the the system tokens {{system.viewAsWebpageLink}} as though you were the customer.

Issue Description The lead's activity log shows that the 'Sync Person to SFDC' flow step failed because of the following message: "Failed: INVALID_CROSS_REFERENCE_KEY: Record Type ID: this ID value isn't valid for the user:" Issue Resolution The issue is the SFDC ID value populated in the "Record Type ID" field is not considered a valid value in Salesforce for the Lead/Contact. You'll want to work with your SFDC Admin to identify a valid value or try deleting the value in Marketo and then updating this value from the Salesforce side. Is this article helpful ? YesNo

Upcoming Change to Chrome Browser In October 2017, the Google Chrome browser will change the notifications it displays for unsecured HTTP web pages. Secured HTTPS web pages will not be affected. In January 2017, Chrome started marking HTTP pages as “Not secure” if they contained forms that included password or credit card fields. With the release of Chrome 62, the browser will show the “Not secure” warning for all HTTP pages containing forms, and all HTTP pages visited in Incognito mode. Because form submittals can contain sensitive information beyond passwords and credit card numbers, Chrome will now warn users that a page is not secure whenever data can be entered/submitted. Eventually, Chrome plans to display the “Not secure” warning for all HTTP pages, regardless of whether they contain forms or are viewed in Incognito mode. Effect on Marketo Landing Pages It is important to note that this affects all HTTP web pages viewed in Chrome, not just Marketo landing pages. However, all Marketo landing pages will be affected if SSL has not been set up for the instance. This will not prevent people from viewing your landing pages or submitting your forms. The only change will be the “Not secure” warning displayed in the address bar. If you already have SSL set up for your Marketo instance, you will not be affected by the change in Chrome’s behavior. Steps to Take There are two options for responding to this change. The first is to do nothing. Your landing pages and forms will continue to work as before. The only difference will be the “Not secure” notification in the browser’s address bar. The second option would be to purchase SSL for your Marketo instance. There are advantages to having SSL set up on your Marketo instance. Not only does it provide increased security for your customer base, but Google has announced that it will give preferential search ranking to HTTPS pages. If you would like add SSL to your Marketo subscription, please contact your Marketo account manager. Here is some documentation on how to Add SSL to Your Landing Pages

On August 24, 2017, Marketo and Google Cloud made an exciting announcement about a broader collaboration to transform engagement solutions for the enterprise. We understand you may have questions, and we’ve prepared the following FAQ that provides additional details. 1) What did Marketo and Google Cloud announce? Today, Marketo and Google Cloud, two technology thought leaders announced a multi-year alliance that will drive innovation and deliver next generation global marketing solutions on the Google Cloud Platform. 2) Why is this great for Marketo customers and partners? The MarTech and AdTech worlds have remained silo-ed for far too long. This alliance will simplify the technology landscape for the marketer and enable them to more effectively listen, learn, and engage with buyers across all digital channels, including digital ads. In addition, it will provide the scale, reliability, and security required for enterprises to conduct business in today’s digital world. 3) What does the alliance entail? The alliance between Marketo and Google Cloud includes the following: Marketo and Google Cloud will invest resources in co-innovation in a number of areas. Beginning in 2018, Marketo will run its marketing automation products and data centers entirely on Google Cloud Platform for all customers worldwide. Google will expand its usage of Marketo’s Engagement Platform across its businesses. 4) Why did Marketo select Google for its public cloud? We’ve been planning a move to a public cloud infrastructure for some time as we believe it’s necessary to deliver the scale, reliability, and security that our customers and partners demand to succeed in today’s hyper-digital world. We selected Google for a number of reasons, including its industry-leading knowledge and expertise building secure cloud infrastructure and applications at scale as well as the significant strategic and technology advantages we saw versus other clouds. 5) Will Marketo continue to build and support its own data centers? Until the migration to Google Cloud infrastructure, Marketo will continue to operate, manage, and support its own data centers. 6) Will this change impact my Marketo subscription or agreement? Moving Marketo’s marketing automation products and data centers to Google Cloud Platform will not change or impact your Marketo subscription. We will update our End User Service Agreement as appropriate to reference any relevant changes.

Dear valued customer, As you may know, on July 25th, 2017, our main web site, Marketo.com, along with other Marketo domain properties, were rendered inaccessible, preventing access to our application from 4:06am – 10:08am PDT. We apologize again for the inconvenience this caused. On the Marketo Trust site, you’ll find current and past Marketo system performance data including System Uptime and Reliability. This is monitored 24x7 and we have consistently maintained greater than 99.9% uptime. This uptime is calculated based on the length of time that the Marketo systems are functioning properly within our servers (“pods”). While the Marketo systems were functioning and available by 10:08am PDT, we realize that due to third-party DNS propagation timing, some customers may have experienced delays in accessing our systems of up to 48 hours, depending on region. All Marketo back-end processes such as Smart Campaigns were still operational during the DNS propagation, however, the propagation reduced accessibility to Marketo for some users. As a result, we believe the normal calculation of system uptime may not accurately reflect everyone’s experience. To address this, we have decided to make a one-time change to our normal calculation for July to more closely track what our customers may have experienced in terms of accessing our systems regardless of whether the problem lay with us or was due to third party systems/processes. After studying the issue, we think the best way to calculate this is based on customer logins to the system. We looked at the first login time for each pod and used login as a proxy to calculate when customers were able to access Marketo. This one-time calculation is a better reflection of the frustration you may have experienced in accessing Marketo. We will return to using our normal calculation for August. For the month of July, our server pod uptime was 99.997%. All back-end systems, such as smart campaigns, were processing normally while the domain was offline, so when calculated in the normal way, our server pod uptime for July was 99.997% When taking into account the 6 hours when the marketo.com domain was not available, the system uptime for the month of July was 99.17% As mentioned, if we add the full extent of the DNS propagation as discussed above, and take an average of the first logins across the entire customer base, the average user accessibility for July would be approximately 97.77%. For additional information please contact Marketo Support and see our FAQ document and this letter from our CEO Steve Lucas.

Sometimes you need to give your sales team access to the powerful insight Sales Insight gives into Marketo but would rather some users not be able to take some actions such as sending Marketo Emails or trigger Marketo Campaigns. You can use SFDC Permission Sets in to give or remove access to the VisualForce pages that power the actions Sales Insight can take. Note: Modifying permissions to Sales Insight components from their documented configuration may cause undesired and unpredictable behavior in your Salesforce instance. Marketo Support can only support the default documented install configuration MSI for Salesforce - Marketo Docs - Product Docs. Make these changes at your own risk and fully test any modification in a sandbox environment before deploying to your production environment. Create a new permission set or modify and existing permission set in Salesforce. Documentation on SFDC Permission Sets can be found here. Edit Visualforce Page Access. Remove (if restricting access) or add (if adding access) the desired Sales Insight VisualForce elements. For example, mkto_si.Send_Marketo_Email - access to the Send Marketo Email feature from an individual Lead/Contact mkto_si.Send_Contact_Marketo_Email - access to the Send Marketo Email feature from a Contact list view mkto_si.Send_Lead_Marketo_Email - access to the Send Marketo Email feature from a Contact list view mkto_si.Marketo_Lead_Detail - access to the View in Marketo feature mkto_si.Add_to_Marketo_Campaign - access to the Add to Marketo Campaign feature from an individual Lead/Contact mkto_si.Add_Contact_to_Marketo_Campaign - access to Add to Marketo Campaign from a Contact list view mkto_si.Add_Lead_to_Marketo_Campaign - access to Add to Marketo Campaign from a Lead list view Assign the Permission Set as desired to your users. SFDC users without permissions to specific Sales Insight features will still be able to choose the associated actions from their drop down menu. However, they will receive a permissions error after clicking the "Go!" button. Is this article helpful ? YesNo

Access to Marketo services was temporarily disrupted recently. Below are answers to some of the most common questions you may have. This document has been updated as of 10:30pm PDT on 7/26/2017 to provide the most up to date information available. Is this article helpful ? YesNo Q: Why couldn’t I access my Marketo subscription? A: Login access goes through the affected Marketo.com domain, so users were not able to access the login page (app.marketo.com). Q: If the domain issue has been fixed, why am I still not able to access my Marketo subscription? A: Domain information is passed through the internet over DNS (Domain Name System) servers. There are many different DNS servers around the globe, and as domain information changes, those changes need to be passed to all of those DNS servers – what is referred to as propagation. Different servers get updated at different rates, therefore in some regions the propagation completed, while in others it is still in process. Q: I had access to my Marketo instance, however I wasn’t able to access it again later. What is causing this? A: DNS servers pass data across multiple channels. While the domain information is being propagated, these different channels within the DNS can each be propagated at different rates. When connecting to your Marketo instance, it uses one channel, but that isn’t always the same channel the next time. If one of these channels has fully propagated, but the other is not, then you would be able to access your Marketo instance the first time, but not the second time. Q: If the marketo.com DNS access issue was resolved, why are we still having issues with accessing Marketo? A: On average, most DNS servers will be updated within 24 hours but can take up to 48 hours to update. However, this is a guideline, not a rule. There are a very large number of DNS servers out there. Every ISP in the world has their own DNS server and most large companies have their own. There is unfortunately no way to know when precisely each one will be updated, or which ones failed to update. Even after an ISP’s DNS server has propagated, you could still experience issues if your own local network has not updated. The last known version of a domain can be cached within a local system and may need to be flushed out to pull down the updated information from the DNS server. We recommend that you contact your network team or whomever manages your DNS server and request that they reset the zone record For more information on what factors affect DNS propagation time, check out this article from GoDaddy. Marketo does not happen to use GoDaddy, however this article contains some helpful information. Q: Was Marketo Sales Insight affected? A: Yes. You may experience a lag in how long it takes for the Sales Insight portion of a Lead/Contact page in SFDC to load. This in turn can also cause the entire Lead/Contact page to load slowly. Q: Was there any security risk while the domain was unregistered? A: No. There was no possibility of any security risk or data accessibility while the domain was unregistered. The domain was restricted and locked so it could not be taken. This is part of an extra layer of security already applied to the domain. Q: Was my branded domain affected? (The answer to this question has been updated) A: Upon closer investigation, this could have been affected: Branded domain refers to the ability to show your hyperlinks as coming from your own company as opposed to coming from Marketo. The settings of your branding domain itself have not been touched and the branding domain itself is still configured the same way. Hyperlinks using a branded domain were affected. It was originally reported that they would not be, however upon closer investigation, we’ve found that those hyperlinks do still pass through part of Marketo’s domain. Therefore, some customers with branded domains did have links that could not connect properly. Q: How were my campaigns affected? A: All batch campaigns continued to run as expected. Any Trigger campaign listening for embedded form fill outs were not triggered given these domains were inaccessible and forms could not be filled out. All other Trigger campaigns continued to run as expected. Q: Were my emails delivered? A: Marketo uses dedicated domains for each customer which are not linked to the affected domain. Email delivery and tracking was not affected. Q: Were images and hyperlinks affected? (The answer to this question has been updated) A: Yes. Images and hyperlinks for non-branded domains would not resolve (time-out). Hyperlinks and images for branded domains intermittently did not render depending on many different variables. Q: Were landing pages affected? A: Landing pages should not have been affected. We are currently investigating this to completely verify. Q: Were forms affected? A: Some forms were affected. Forms that are embedded on your own site were affected. Q: If affected, can that form data be recovered? A: Since the form was not accessible, no data was input, and therefore no data is lost. We recognize that we were not able to capture form fill out data and we truly apologize for this inconvenience. Q: Were any API calls affected? A: There have been some reports of API calls giving errors, however it is not yet confirmed whether this is directly related or not. If you have received errors, please Contact Marketo Support and supply the full API call and Response in the case created. Q: Was any data lost during this time? (The answer to this question has been updated) A: No data loss occurred. All backend processing was working as expected. However, if leads took an action that could not be registered by Marketo, then the activity data from that wouldn’t be logged. This will affect reporting. For example: Marketo uses a single clear tracking pixel to register email opens. When that image file is served by the Marketo server, it registers it as an open activity. If that image for the single tracking pixel does not resolve because it could not connect to the domain, then the open activity could not be registered. The same would be true of clicks on tracked hyperlinks. If the link does not connect to the domain, then the link click activity cannot be logged. Q: Was there any impact on reporting? A: Yes. As described above, if leads had activity that could not be completed such as clicking on a hyperlink that did not connect, then those activities could not be logged, and therefore would not be shown in your reports. Q: Was this issue resolved? The issue preventing Marketo.com domain access was largely resolved as of Noon PDT on July 25. However, DNS propagation can take longer in some locations, based on network setup. We assure you that the application continued to operate in background and your data was never at risk.

Issue Description You want to prevent a situation where you create or sync a new field on the Lead and Contact objects in SFDC and two fields are created in Marketo, one mapped to Lead and the other mapped to Contact. Issue Resolution You will see this behavior if the an SFDC field is created on two objects across more than one sync cycle, one before a sync cycle starts and the other one during or after the sync cycle completes. To ensure both the lead and contact show up mapped to the same custom field Marketo, do the following Disable the global sync in Marketo. (Admin > Salesforce) Create the field on your desired objects in SFDC. Make sure they both have the same API name. Re-enable the global sync in Marketo, allowing the field in both objects to sync down to Marketo at the same time. If you find yourself with multiple fields in Marketo after the sync, contact Marketo Support to have the fields merged or remapped as necessary. Who This Solution Applies To Customers integrated with Salesforce

Issue Description You sent an email using a Smart Campaign and the email performance report for the email shows more Sent than there are members in the Smart Campaign Issue Resolution The email may have been sent by more than one campaign. You can determine this by looking at the "Used By" info on the email's summary page, to see which campaigns sent the email. In this case, you can use the Campaign Email Performance Report to view the email's performance within the specific campaign.

Issue Description Person/Lead Source is empty. Why isn't it populating? Issue Resolution Marketo does not automatically assign Person Source. We do populate Original Source Type. Assigning credit for a Lead can only be determined by someone with intimate knowledge of a company's marketing strategies. If someone fills out a form, Marketo doesn't know if they were brought to that form by an email blast, TV commercial, talked to a salesperson, or any number of other reasons. If they came in through a List Import, they could have attended a Tradeshow and signed up there, they could have been exported by a CRM and are being imported, or any number of other ways. There are many discussions on best practices for handling Lead Source attribution in the Community. If you need assistance setting up Smart Campaign to update the Lead Source based on your specific business criteria, please contact Marketo Support. Is this article helpful ? YesNo

Issue Description You are trying to unapprove or delete an asset and get the following error: [Asset Name] is in use and cannot be deleted/unapproved Issue Resolution Marketo assets (such as emails, templates, forms, lists, smart lists, and programs) cannot be deleted while they are used or referenced by another asset. If the error does not specify where the asset is being used or referenced, you can find this information in the Used By tab in the asset's summary page. For programs, you can find the Used By section in the program's View drop-down. The Used By section will show where the asset is in use, and you can click on the links to jump directly to that location. Once the asset is no longer referenced anywhere else in Marketo, it can be deleted. If you are certain the asset is no longer in use but are still unable to delete it, please contact Marketo Support

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Person/Lead Source is empty

Unable to Delete or Unapprove Asset - "Asset is in Use"