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(Article Updated - August 2024) Overview A blocklist is a database of IP addresses or domains that have been associated with the sending of unsolicited commercial email or spam. Internet Service Providers (ISPs) and business email networks use information from blocklists to filter out unwanted email. As a result there can be a drop to inbox delivery rates if the IPs or domains involved with sending email are listed on a blocklist. Marketo’s Email Delivery and Compliance team monitors blocklist activity on our IPs and domains daily. When an impactful listing occurs, we reach out to the blocklist, attempt to identify the sender that triggered it, and work with the blocklist organization to get the listing resolved. There are thousands of blocklists, most will not have a significant impact on your delivery rates. Below, we have compiled a list of the blocklists that commonly appear across our sender ecosystem. Each blocklist has been grouped into a top tier (Tier I) by most impactful, to the bottom least impactful tier (Tier III). These may have little to no impact across our sender network. Tier I Blocklist Spamhaus (SBL) Impact: Spamhaus is the only blocklist that we categorize as a Tier I for a reason: it has by far the greatest impact on delivery. It is the most well-respected and widely used blocklist in the world. A listing at Spamhaus will have a negative effect on your ability to deliver emails to your customer’s inbox and can cause bounce rates of over 50%. Evidence suggests that most of the top North American ISPs use Spamhaus to inform blocking decisions. How it works: Unlike many blocklists, Spamhaus lists senders manually. This means they are proactively watching sender activity, collecting data, and base listings on a number of variables. Most commonly senders are listed for mailing to spam trap addresses that Spamhaus owns. Sometimes Spamhaus will list senders based on recipient feedback as well. Next Steps: Please note that every Spamhaus email can be quite different depending on the information provided and the nature of the listing . Because Spamhaus has multiple types of listings, the remediation steps are based on which type of blocklisting has occurred. We have listed the most common types to affect Marketo customers, from most to least impactful. Impact can range from a full block of top severity, to a partial block that is less severe (CSS Data, DBL). If remediation isn’t performed and the problem not addressed, these listings can increase in severity and turn into a full blocklisting. Spamhaus Blocklistings Types SBL (full blocklisting) Considered the most impactful. Remediation steps: Our team monitors closely for Spamhaus listings. Once alerted to the listing, we send an email notifying the customer, and reach out to the Spamhaus contact to start the remediation process. Only a Marketo delivery team member should be in direct correspondence with the Spamhaus contact, to speak on behalf of the customer, and to relay their questions and instructions, ensuring quick resolution and reduced impact. Senders that trigger this listing on a shared IP range will be moved to a more isolated, penalty range (IPB), so as not to impact the other shared senders. Those affected on a Dedicated IP, only impact their own sending and will not be moved. However, depending on the severity of the issue, our team may need to revoke a customer’s ability to send any emails until full resolution. The listing will last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. SBL CSS Customers are alerted of the listing with an email containing all the information needed to immediately begin the remediation process. This is part of an automated trigger listing, that allows for a customer to delist directly on the Spamhaus website, after they’ve completed remediation. Remediation steps: Customers will go to the Spamhaus IP lookup website, at https://check.spamhaus.org, where they can check on the status of their IP and continue to monitor it in real time, until it is no longer listed there. Follow the remediation and delisting instructions provided, and check for specific details in the blocklist notification email. DBL (Domain blocklisting) Customers will receive an email notification alerting of the company domain being listed. The email will contain specific information to help narrow down and identify which email source likely triggered it within Marketo. It’s important to note that any email sent from outside of Marketo, that contained the company domain, is suspect. This means, if the sender uses multiple IPs and/multiple email platforms, then any of those could be the source. Remediation steps: Follow the detailed instructions in the email, which will also provide a link to the Spamhaus Domain reputation checker webpage, to check the real time listing status of the affected domain. Once the email source is identified and cause addressed, this customer will follow the online instructions to request to be delisted. Tier II Blocklist SpamCop Impact: SpamCop is not used by any of the major North American ISPs to inform blocking decisions, but it makes it to the Tier II list because it can have a significant impact on B2B email campaigns. SpamCop is considered a Tier I one blocklist for B2B marketers but a Tier II for B2C marketers. SpamCop is a dynamic IP blocklist, that can affect a single IP or a subset of IPs Typically, the block will automatically lift within one business day, but can take longer for relisted IPs. To have triggered a SpamCop listing likely means the sender has a list management problem that should be addressed. How it works: SpamCop lists IPs for one of two reasons: Either the email hit SpamCop spam trap addresses OR A SpamCop user has reported the email unwanted. Most of SpamCop’s spam traps are previously valid addresses that have not been active for 12 months or longer. Remediation steps: If you are seeing a significant number of bouncing emails caused by a SpamCop blocked IP but aren’t sure if your email activity triggered the listing, first identify whether you are sending on a shared sender network or not. If sending from a shared IP range when this occurs, you or any other customer sending from the same network may have contributed to the IP block. This IP block will automatically get dropped within a business day. For those on a Dedicated IP that trigger a listing, refer to the above remediation steps and resources, to address the list management issue. Tier III Blocklist (Low/ No impact ) These are considered the lowest tier and therefore cause the least impact across the Marketo sender ecosystem. Some of these blocklists were more impactful at one time, while others are only impactful based on the sender region (Manitu). Others still can suddenly flare up (Lashback). There are also many blocklists that are ignored (0spam), and are not taken seriously because they do not provide any means to delist once on the list (NoSolicitado) or that they charge money to have the listing removed ( UCEPROTECT ). The pay-to-delist model is not well respected in the email industry. When using blocklist tool checkers, such as MXToolBox, many blocklists will appear, but very few are relevant. Here is our selection of Blocklists you may come across that are least impactful: Project Honey Pot SpamAssassin URIBL/SURBL DrMX PSBL 0spam HostKarma Ascams ZapBL Barracuda Trendmicro Inc. Cloudmark Proofpoint Invaluement ISP Blocklists Some ISPs use internal blocklists to make blocking decisions. Examples include AOL, Yahoo, Gmail, Outlook and Hotmail. If your IP is being blocked by one of these networks, and those networks have a large presence in your lists, a block of this kind could have a noticeable negative impact on delivery. Marketo monitors for significant ISP blocks. Those experiencing deliverability issues with emails not making it to the Inbox and bulking in the spam folder may benefit from additional services with our Email Delivery Consultants. Remediation Steps: Email Delivery Compliance Team works to resolve any ISP blocks. ISP blocks are are usually resolved or lifted within less than 24 hours of a delisting request. Customers experiencing significant blocks for Microsoft domains (outlook.com, live.com, microsoft.com), can submit a request to the delivery team to seek mitigation on their behalf. Additional Resources: Blocklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blocklist remediation Blocklist resolution flowchart Successful lead reconfirmation What is a blocklist?

Issue Description In sent emails, if the system token {{system.viewAsWebpageLink}} is used, the link will load successfully on web browsers. However on the same browser session, after refreshing the page once, the link will return an error "Cannot get email content- Customer does not belong to any POD". Issue Resolution After Marketo's 2019 Q1 release, a security enhancement has been set for Marketo emails. When loaded on a browser, a View as Webpage Link will include the recipients' unique mkt_tok parameter. If recipients of the Marketo emails were sharing these links, this would mean that they are also sharing their unique/private mkt_tok with third parties. With this enhancement, the view as webpage link is only expected to load once and the mkt_tok value which is contained in the link will disappear after the page has loaded. With the removal of the mkt_token value on the link, hitting refresh will send a request to Marketo that does not contain the recipient's lead and email information, so there is no data for the link to return.

Issue Note: If you have been migrated to Admin Console, refer to the Admin Console Overview page at https://helpx.adobe.com/enterprise/using/admin-console.html. When I go to the Support area of Nation, my access to the Portal is incorrect. Solution Our system is particular about how you need to access the Support Portal before we can authorize you to use it. The proper steps to take for us to authorize, and for you to submit cases, are as follows: Log into your instance Click the Community tile (step 1 image) Click Support in the top banner (step 2 image) Click Submit a Case option (step 3 image) Choose from top options depending on what you need to do (step 4 image) Create a case, Manage authorized contacts, edit your Info Simply going straight to the nation.marketo.com will not have the desired result. You must access the Support Portal from your instance by using these steps so that our system recognizes you properly. If this is your first time following these steps, your view of Step 3 will be different- not to worry, as that will be updated for you manually. Step 1 This is a article attached imageThis is a article attached image Step 2 This is a article attached imageThis is a article attached image Step 3 This is a article attached imageThis is a article attached image Step 4 This is a article attached imageThis is a article attached image If you experience issues, please email marketocares@marketo.com

Current Microsoft Dynamics Version New Microsoft Dynamics Version Requires a New Marketo Instance On-Premise 2016/365 (Version 😎 On-Premise (Version 9) No* On-Premise 2013, 2015, 2016/365 (Version 😎 Online (Version 9) Yes Online 2016 (Version 😎 Online (Version 9) No Migrating from any Microsoft Dynamics version (On-premise or online) to a custom integration will require a new Marketo instance since the Account and Opportunity tables are locked and there is no tool or solution to unlock them. *If a customer is moving to a new on-premise version they will need to move to a new Marketo instance if they plan to update GUIDs and Service Org URL. If the GUIDs and Service Org URL will both stay the same they can use the same Marketo instance.

Before you can enable custom field groups for reporting in the Model Performance Analysis (Leads) Area of Revenue Cycle Explorer, you must categorize standard or custom fields (only applies to lead and company attributes) into groups for reporting via the Field Organizer in Marketo Lead Management. Here’s How Custom Grouping of Fields Works The Field Organizer is accessible from the Lead Database in Marketo Lead Management: Navigate to Lead Database > New > New Field Organizer. When you select a standard or custom field from the Field drop-down in the New Field Organizer dialog box, the system maps the Marketo Lead Management data type associated with the field you want to group with one of three available editors in the Field Organizer: string, integer, or date. The next three sections describe how to create a custom field group for a string, integer, or date type. Refer to the appropriate section below. Create Custom Field Group – String Editor To create a custom field group using the Field Organizer string editor: 1. From Marketing Activities, click New and select New Field Organizer. The New Field Organizer dialog box displays. 2. Select a standard or custom field from the Field drop-down with a data type that maps to the string editor (see table in previous section). “Billing State” will be the field used in this example. 3. Click Create. The new custom group displays in the Lead Database tree represented as Field Name > Field Name Group (example: Billing State > Billing State Group). Since you are creating a custom group for a “string” field, the string editor displays in the Settings tab, which opens by default. All of the data values for the selected field populate in the canvas. 4. Double-click the notepad icon next to the new custom group name in the string editor to customize the name. For example, you might rename Billing State Group to Region. Type the desired new name in the modifiable text field and click away to auto-save. 5. By default, all data values are placed in the “Other” sub-group. To categorize the data values, click Add Group to create a sub-group and enter the name of the group in the modifiable text field that displays. You can add up to ten sub-groups to categorize the data values. Each sub-group that is created is assigned an ID number: 0, 1, 2, etc In this example, we will create Regional groups, such as Western (0), Eastern (1), and Southern (2). To delete a sub-group, simply click the red “X” next to the sub-group name. If there are any data values in the group, the data values will be moved to the default group of “Other.” 6. You can add data values to a sub-group in one of two ways: a. Highlight a data value(s) in the canvas and drag and drop the data value(s) into the appropriate sub-group, OR b. Highlight a data value(s) in the canvas and enter the sub-group ID number on your keypad. This shortcut moves the data value(s) into the appropriate sub-group To remove a data value from a sub-group, reassign the data value to the default group of “Other.” 7. Repeat the above step until all data values are assigned to the desired sub-groups as needed. 8. Use the filter option in the upper left corner directly above the canvas to select and view the data values in one of more sub-groups. The data values based on your filter selection display in the canvas. Once the groups are defined, you can Enable the custom field group for reporting in Model Performance Analysis (Leads) via the Revenue Cycle Analytics tab in Marketo Lead Management. Create Custom Field Group – Integer Editor To create a custom field group using the Field Organizer integer editor: 1. From Marketing Activities, click New and select New Field Organizer. The New Field Organizer dialog box displays. 2. Select a standard or custom field from the Field drop-down with a data type that maps to the integer editor (see table in beginning of article). “Annual Revenue” will be the field used in this example. 3. Click Create. The new custom group displays in the Lead Database tree represented as Field Name > Field Name Group (example: Annual Revenue > Annual Revenue Group). Since you are creating a custom group for an “integer” field, the integer editor displays in the Settings tab, which opens by default. 4. Double-click the default custom group name above the integer editor to customize the name. For example, you might rename Annual Revenue Group to Annual Revenue by Size. Type the desired new name in the modifiable text field and click Save. The integer editor allows you create multiple sub-groups to define each sub-group by size. In this example, three groups will be created for Small, Medium, and Enterprise businesses. 5. To add your first group, enter a name in the Group Name field (example: Small) and enter a max value in the Group Range field (example: 200000). 6. Click Add Group. An empty group entry displays below the group just entered. You can add up to ten sub-groups to categorize the data values. Note that each Group Range entry builds upon the previous entry. If you leave the last Group Range entry blank for the last custom sub-group you create, a maximum data value is not set. The example below shows an entry for Small, Medium, and Enterprise businesses. To delete a sub-group, simply click the red X next to the sub-group name. 7. Once all the sub-groups are defined, return to the summary tab to view a summary of all sub-groups defined for that field. Once the groups are defined, you can Enable the custom field group for reporting in Model Performance Analysis (Leads) via the Revenue Cycle Analytics tab in Marketo Lead Management. Create Custom Field Group – Date Editor To create a custom field group using the Field Organizer date editor: 1. From Marketing Activities, click New and select New Field Organizer. The New Field Organizer dialog box displays. 2. Select a standard or custom field from the Field drop-down with a data type that maps to the date editor (see table in beginning of article). “Acquisition Date” will be the field used in this example. 3. Click Create. The new custom group displays in the Lead Database tree represented as Field Name > Field Name Group (example: Acquisition Date > Acquisition Date Group). Since you are creating a custom group for a “date” field, the date editor displays in the Settings tab, which opens by default. 4. Double-click the default custom group name above the date editor to customize the name. For example, you might rename Acquisition Date Group to Acquisition Date Categories. Type the desired new name in the modifiable text field and click Save. The date editor allows you create multiple sub-groups and define each sub-group by date. In this example, two groups will be created: Q1-11 Leads and Q2-11 Leads. 5. To add your first group, enter a name in the Group Name field (example: Q1-11 Leads) and enter a date in the date field that represents the date the lead was acquired on or before (example: 3/31/2011 for that last day of Q1-11). 6. Click Add Group. An empty group entry displays below the group just entered. You can add up to ten sub-groups to categorize the data values. Note that each Group Range entry builds upon the previous entry. If you leave the last Group Range entry blank for the last custom sub-group you create, an end date value is not set. The example below shows an entry for Q1-11 Leads and Q2-11 Leads. To delete a sub-group, simply click the red X next to the sub-group name. 7. Once all the sub-groups are defined, return to the summary tab to view a summary of all sub-groups defined for that field. Once the groups are defined, you can Enable the custom field group for reporting in Model Performance Analysis (Leads) via the Revenue Cycle Analytics tab in Marketo Lead Management.

Issue Your SFDC team wants to enable the SFDC feature associating contacts to multiple accounts. Solution If a contact is associated with multiple accounts in SFDC, the Company Name field will contain that primary account name – and Marketo will have no visibility into the fact that the contact is also associated with other accounts. One way to do this in Marketo is actually to create a purposeful duplicate of the contact- one associated with the first account, the other associated with the second account and so on. At this time, there are not any plans to enable people in Marketo to be associated with multiple accounts.

Overview Beginning August 15, 2018, Marketo will implement a new policy for the retention of marketing activity data. Under this policy, Lead Activity and Campaign Membership data will be stored for a rolling 25 months past the activity date, and certain high-volume activity data will be retained for a rolling period of 90 days past the activity date. Beyond these retention periods, this data will not be available. This change in retention will enable Marketo to continue to meet the performance demands of its customer base while providing clear expectations for data retention across the platform. Customers who wish to export marketing activities that are older than 25 months or high-volume activities that are older than 90 days should do so before August 15, 2018. After this date, Marketo will apply the new retention policy and the older data will no longer be available. Summary of Changes There are three components to the data retention policy: a retention period of 14 days for one activity, 90 days for twelve high-volume activities; and a retention period of 25 months for all other activities. Activity with 14-Day Retention Period Activity Retained for 14 Days Delete Lead Activities with 90-Day Retention Period The high-volume activities listed below will be retained for 90-days. After 90-days, all such activities will be permanently deleted. Activities Retained for 90 Days Add to List Change Score Change Data Value Visit Webpage Click Link on Webpage Sync Lead to SFDC Sync Lead to Microsoft Sync Lead Updates to SFDC Update Opportunity Request Campaign Email Delivered* Send Email* * Email Delivered and Send Email activities changed from 25 months to 90 days effective August 31st, 2020. More information here. Activities with Minimum 25-Month Retention Period The activities listed below will be retained for 25 months. After 25 months, all such activities will be permanently deleted. The only exception is the New Lead activity, which will always be displayed in the activity log. All other activities will be deleted, but the New Lead activity will not, giving you a permanent record of when the lead was created and how. Category Activities Retained for 25 Months Web Click Predictive Content Click RTP Call to Action Fill Out Form Smart Campaign Add to Engagement Program Call Webhook Change Lead Partition Change Engagement Program Cadence Change Engagement Program Stream Change Program Success Change Revenue Stage Change Revenue Stage Manually Change Program Member Data Change Program Status Compute Data Value Enrich with Data.com Execute Campaign Interesting Moment Merge Leads Remove from List Resolve Ruleset Reward Test Group Variant Schedule Test Variants Send Alert Engagement Program Cast Push Lead to Marketo Social Click Shared Link Share Content Vote in Poll Email Click Email Email Bounced Email Bounced Soft Open Email Received Forward to Friend Email Sent Forward to Friend Email Unsubscribe Email CRM - Salesforce Add to Opportunity Add to SFDC Campaign Change Owner Change Status in SFDC Campaign Click Sales Email Convert Lead Delete Lead from SFDC Lead Assigned New SFDC Opportunity Open Sales Email Receive Sales Email Remove from Opportunity Remove from SFDC Campaign Resolve Conflicts SFDC Activity Sales Email Bounced Send Sales Email SFDC Activity Updated SFDC Merge Leads Add to Case Add to SFDC Custom Object Test (Contact) CRM - Microsoft Dynamics Add to Opportunity (Contact) Add to Opportunity (Account) Remove from Opportunity (Contact) Remove from Opportunity (Account) Update Opportunity (Contact) Update Opportunity (Account) Delete Lead from Microsoft Segmentation Add to Segment Change Segment Once this data retention policy goes into effect, Marketo will enact the following: Activities will be available via the Marketo UI or for REST API Bulk Extract for 25 months from the activity date. Activity data in reports for campaigns, forms, emails, or website visits will be available for 25 months from the activity date. Activity data from decision rules in Smart Lists will be available for 25 months from the activity date. Smart Lists and Smart Campaigns will be able to access data for 25 months. Engagement programs will still not send the same email to a lead again for at least 25 months after the first email send activity date. Marketo Data Retention Policy You can see the Marketo Data Retention Policy in the Marketo Community here: Marketo Activities Data Retention Policy Frequently Asked Questions What Happens Next? You have until August 15, 2018 to export any of your existing, historical (older than 25 months) marketing activity data. After this date, Marketo will apply the data retention policy to marketing activities on an ongoing basis. What do I need to do? No action is required unless you wish to store activity data that was generated more than 25 months in the past. If you need to retain data that is older than 25 months, you should export it via the REST API Bulk Extract before August 15, 2018. If you would like to store the activity data from the high-volume activities, you should export it within its 90-day retention period. For additional help, you may want to engage a technology partner from the Marketo LaunchPoint Partner ecosystem or contact Marketo Professional Services. What's in it for me? Your individual benefits from this data retention change will depend on your usage. Generally, users of the Marketo platform may see performance-related improvements, such as: Smart Lists can process faster. Filters for activities (such as email opens or website visits) won’t need to query multiple years of historical data, making the search time shorter. Emails will send faster. Since Smart Lists will process faster, campaigns will qualify members faster and email batches will take less time to assemble. Lead scoring will happen faster. Activity that contributes to lead scoring will be processed faster. REST API and campaigns will execute faster. Without a large amount of historical data to process, your campaigns will execute faster and REST API calls will speed up. Will this affect my reports? You'll see changes if you attempt to run a report on lead activity beyond the retention period. Your reports will show up to 25 months’ worth of data, but data beyond the activity retention period will no longer be available. For more detailed information, please see our documentation here: Marketo Activities Data Retention Policy – Impact on Reporting How will this affect my contact data? The new data retention policy will not change the way Marketo stores field values within Lead, Account, or Custom Object records. The retention policy change applies to the activities logged in the activity log. The field values (attributes) in the record won’t be affected. Example: Say a lead has a Change Data Value activity that inputs an address into the Address field. The address itself that is entered into the Address field will not be affected. However, the Change Data Value activity that is logged in the activity log will only be retained for 25 months, after which it will be deleted. Will there be any change to lead scoring? Activities that affect lead scoring (including those from emails, forms, or campaigns) will be available for 25 months. Beyond that period, the activities will not be retained and won’t affect lead scoring. The existing score won’t be changed when the activity is deleted. Example: Say a lead visited your pricing page one time in 2014 and a Smart Campaign changed the score +5 for the activity. Four years later, the lead will still have the score of 5, but the activity that generated the score change will have been deleted. For most, the value of activities that happened over two years ago isn’t as great as the value of more recent activities. The usefulness of activities affecting scores decays over time, so the overall impact should be minimal. How will this affect marketing assets? The new data retention policy will not change the way marketing assets (such as campaigns, forms, emails, etc.) are stored. The data policy change applies only to activities, not the assets within your Marketo instance. Does this include Custom Activities? Yes. Custom activities are included in the new data retention policy. All activities, even custom activities, will be deleted after 25 months. How will this affect global unsubscribe? The new data retention policy will not affect global unsubscribe status. Even after the unsubscribe activity moves beyond the retention period date and is deleted, the lead’s Unsubscribed status is kept as a lead attribute, and is retained in the Durable Unsubscribe. How do I tell when an anonymous lead record was created and when it became known? There are two places in lead records where info is stored for when it was created. In the lead’s activity log, the “New Lead” activity records when a lead became a known lead. This activity is the only one that is not deleted after 25 months. The “New Lead” activity will always be retained in the activity log, even after others are deleted. In the Lead Info tab of the lead record, the first attribute listed is “Created”. This gives you the exact date and time when the lead record itself was first created. If the lead was anonymous first before becoming known, this will give you the date and time of the first anonymous activity. Will there be any change to my CRM sync? Any activity that was synced with your CRM prior to the new data retention policy will remain stored in the CRM and should not be changed. However, some information within Marketo Sales Insight could be affected. See our “Under the Hood” documentation for more details. Marketo Activities Data Retention Policy - Under the Hood How does this impact those in the financial services industry? Due to the very specific data retention requirements for customers in the financial services industry, we highly encourage such customers to implement their own processes to retain and archive data. If needed, you can purchase an Extended Data Retention subscription, which extends data retention to a period of 37 months (please note, the Extended Data Retention subscription does not apply to high-volume activity data which is retained for 90-days). Records can also be exported through REST API Bulk Extract. What if I use the activity data in some of my calculations? Using the raw activity data as a transactional data store is a practice that should be avoided for performance reasons. Instead of this approach, best practices for typical use cases include the following: Purchase History: Historical data such as "Purchases in the last 6 months" are often used as indicators of customer engagement. But querying the amounts from the activities each time will slow your trigger campaign performance. Instead, consider a weekly scheduled batch campaign which calculates the data and stores it as a custom attribute on the Lead. Preference/subscription history: Customer preferences and subscriptions change over time. These are frequently updated via a form, and in some cases, you might want to retain either the modified time stamp or the prior settings. However, using the raw form activities is not advisable. Instead, if you're tracking subscriptions, use either a custom attribute (for one preference) or custom objects (for multiple preferences or subscriptions). You can also use those tools to store the modification time stamp and even the previous value if necessary, though you should consider carefully how far back you really need to retain such information. Relationship marketing: Certain industries, such as Wealth Management or Consulting, have long-term relationship strategies in place. The engagement campaigns might have been set up to depend on the activities to signal that certain events have occurred. For example, an introductory or sign up package might have been sent several years ago. Instead of using the activity, have the date that activity occurred stored as a custom attribute on the Lead. Are there any options to retain my data longer than 25 months? If you need to retain your data longer than 25 months, you have two options: You can purchase the premium Extended Data Retention subscription to retain your activity data for 37 months. Talk to your Customer Success Manager for more information. NOTE: The Extended Data Retention subscription cannot be applied to the high-volume activities. Those activities will still only be retained for 90-days. You can use REST API to bulk export your data and retain it yourself. The REST API documentation containing directions for bulk exporting can be found in our REST API Bulk Extract article. What kind of data can I export using the REST API Bulk Extract? You can use a REST API call to retrieve the list of standard activity types; the call is documented in our REST API Bulk Extract article. Additional information about REST API calls can be found in REST API. Is there a way of opting out of this policy? In order to ensure that our customers continue to receive the best level of performance from the platform, all Marketo customers will be subject to this data retention policy. Where Can I Find More Information? Activities Data Retention Update Webinar In the webinar, you'll get an introduction to the updated Activities Data Retention Policy, affects across Marketo, and options for extending the data retention period and/or exporting activities data. Also includes Q&A from the live session: Marketo Activities Data Retention Policy Update Webinar Overview & FAQ Documentation This doc will give you an overview of what the policy changes and answers to the most commonly asked questions: Data Retention Policy Change - Overview & FAQ Marketo Activities Data Retention Policy The official Marketo Data Retention Policy can be found here: Marketo Activities Data Retention Policy Data Retention Policy - Impact on Reporting See how your Analytics reports will operate after the new policy goes into effect. Marketo Activities Data Retention Policy – Impact on Reporting Under the Hood Documentation This document will give you all of the details of exactly what is happening. If you're looking for in depth technical details, this is the go-to document to check out! Marketo Activities Data Retention Policy - Under the Hood Ways to store activity data beyond the retention policy Here are two docs that give possible work arounds you can try Storing Activity Data Beyond Retention Policy Maintaining a Directory of Leads Bouncing Emails Bulk Extract API Check out the documentation here to find out how to use the Bulk Extract API Contact Marketo Support If you have additional questions, please Contact Marketo Support

Overview Marketo launched the new Email Editor 2.0 with the Spring ’16 release. Email Editor 2.0 is fully backward compatible with Email 1.0 emails and Email 1.0 email templates and also provides a large number of added capabilities. For this reason, after June 18th Email Editor 1.0 and Email Template Editor 1.0 will no longer be available within the Marketo application. All Marketo subscriptions that have yet to enable Email Editor 2.0 will be seamlessly transitioned to Email 2.0 on this date. Note: This change is not tied to a Marketo Release. What are some benefits of using Email Editor 2.0? With Email 2.0, you will enjoy a more modern experience and even more capabilities when editing emails in Marketo. Here’s what you’ll see in your Marketo Engagement Platform: Modules: Defined at the template level, modules are sections that group content elements (images, text, etc.) you can add to your email assets. You can also clone the modules within your email asset, or place them in the most convenient location. Learn more about modules here: Add Modules to Your Email Variables: Email Editor 2.0 allows you to define variables within the email templates that you can reuse within the template or within email assets built based on the template. If necessary, users can modify the variable’s value when building emails. Variables come in several types like String, Color, Image, etc. We are confident variables will help you reduce errors and easily customize emails. Visit: Email Template Syntax - Variables for an in-depth review of email variables. Enhanced Editing Experience: The new Email Editor 2.0 also comes with an improved Email Previewer, which will allow you to see how your email would look like on a desktop and on a mobile device; a new Email Template Picker, so you can easily identify and select the template to start building emails, and a collection of fully responsive “Starter Templates” free of charge. For more information, please see our Email 2.0 Spring '16: Overview recorded session. Deprecation Details The ability to use the Legacy Email Editor 1.0 will be removed from the UI on June 18, 2019. Any emails created or edited after June 18, 2019 will automatically open the new Email Editor 2.0 version. Note that the Marketo APIs (Direct Writes & Clone Programs) will issue warning notifications to help you identify assets still needing to be upgraded to Email 2.0. Any 1.0 assets will still be usable in campaigns! They will simply be converted to the New 2.0 version the next time they are edited and approved (steps on how to do this are outlined below). While the UI will remove the option for users to create templates in the legacy editor, the APIs supporting the Legacy editors will not be removed from Marketo until the January 2020 release. Any assets that are not converted to the New Editor after January will not be usable and unavailable for conversion. After deprecation, attempts to write to or clone Email 1.0 assets will result in errors instead of warnings. Recommendation We recommend that your team enables 2.0 and gets familiar with the newest email editor prior to the June 18, 2019 UI deprecation date, to not only ensure they’re comfortable continuing to build and edit assets in Marketo, but also take advantage of the enhancements and added features mentioned above. Frequently Asked Questions (FAQ) How do I know which email editor I’m using? There are 2 ways to figure that out: 1. In the Email section within Admin, select the ‘Edit Email Editor Settings’ option. The application will display a dialog window and indicate the email editor configured for your Marketo subscription, as in the image below: 2. Edit an email asset and see what the editor looks like: Here’s the Legacy Email Editor: Here’s Email Editor 2.0: As a reminder, after June 18, 2019, any emails you created in Email Editor 1.0 will remain in your subscription and still function. However, you won’t be able to create any new emails with Email Editor 1.0. How do I convert my assets from using Email Editor 1.0 to 2.0? These steps below will guide you through converting any assets using Email Editor 1.0 to 2.0: 1. Confirm that you have enabled the New Editor (2.0) in your admin settings by navigating to the Admin Panel > Emails > Email Editor Settings > Select “New” > Save If you already are using the New Email Editor (2.0), then disregard this step 2. After identifying which assets require the conversion, please navigate to the asset in the Tree in Design Studio (or Marketing Activities if the asset lives in a program) 3. Right-Click on the Email and click on “Edit Draft” 4. The screen should now display the editor in the New Editor (2.0) 5. Make changes, if any are needed, and click “Approve and Close” 6. Now this email has been converted and you are free to use this email with Editor 2.0!

Issue You see a popup that says 'Limited Access' when you attempt to edit or delete an asset in the Design Studio, even though you should have the required permissions/privileges for the workspace it is located in. Solution When an asset is shared from one workspace to another, only the original copy can be edited or otherwise modified, even if you have permissions for every workspace it appears in. If you attempt to alter the asset inside one of the folders it has been shared to, you will see a popup informing you that you don't have sufficient privileges to do so. To edit the asset, make sure you are working with the original copy of that asset, located within the workspace where it was first created. Who This Solution Applies To People using Workspaces

Overview GoToWebinar is changing their authentication protocol used for API access. Their legacy protocol, OAuth v1.0, will no longer be used after January 31, 2019, and all services accessing GoToWebinar (Marketo) will be required to use the new authentication protocol, OAuth v2.0. Marketo has already updated our system to utilize the new OAuth v2.0 authentication protocol for new login authentication. All newly initiated service authentications between Marketo and GoToWebinar will use OAuth v2.0. However, all existing GoToWebinar services currently logged in and in use now must be reauthenticated manually. All customers who use GoToWebinar must reauthenticate each of the logins for these services in your Marketo instance by navigating to Admin > LaunchPoint. Any API calls still using OAuth v1.0 after January 31 will fail. This will result in statuses not being shared between Marketo and GoToWebinar and will prevent users from syncing Event programs with a GoToWebinar event. FAQ Why is this change happening? GoToWebinar is strengthening their security protocols for API login access to their services. This requires using an upgraded version of the login protocols, known as OAuth v2.0. Is this a Marketo change or a GoToWebinar change? This change is being implemented by GoToWebinar to strengthen their security protocols. Marketo has upgraded our system to allow a seamless transition, but the protocol change is being made by GoToWebinar. When does this take effect? The new protocol version OAuth v2.0 is active and in place now. GoToWebinar has placed an announcement on their status page stating that the deprecation of the legacy OAuth v1.0 is scheduled for January 31, 2019. All connections between Marketo and GoToWebinar that are still using the legacy OAuth v1.0 protocol will be refused by GoToWebinar after that date. This includes new access requests as well as those currently active and in use. What do I need to do? Reauthenticate your GoToWebinar services with a fresh login from within your Marketo instance before January 31, 2019. Why do I have to do it myself? Marketo has made the changes necessary to utilize OAuth v2.0 for new authentication logins being made moving forward. However, all logins already in use were initiated on the older protocol, OAuth v1.0. Marketo doesn’t know your personal login credentials, so you need to do the reauthentication directly. Is there a different procedure for how to enter the credentials inside the Marketo UI? No. The update Marketo made was on the back end, so there is nothing different to how you enter the info. The UI is the exact same as it was. What happens if I don’t reauthenticate the login before January 31, 2019? All connections between Marketo and your GoToWebinar services will be refused by GoToWebinar on their end. If I miss the deadline and the connection is shut off, how will I know? You’ll find error messages in your Marketo instance where the services are used. See the section below for “Symptoms of a disconnected service” to know what to look for. If I miss the deadline and the connection is shut off, how do I get it working again? Reauthenticate your login credentials in Admin > LaunchPoint. See the “Customer Action Needed” section below for step by step directions. Customer Action Needed All customers who use GoToWebinar must reauthenticate the login credentials for each user. This must be done before January 31, 2019 to avoid experiencing disruption of your services. 1. Navigate to Admin 2. Click LaunchPoint to open the list of Installed Services 3. Click and open the GoToWebinar service to edit it 4. Click the Log into GoToWebinar button. 5. In the GoToWebinar Sign In pop-up window, enter your GoToWebinar email and password and click Sign In. 6. After the window closes, click Save DONE! By reauthenticating the login, you’ve ensured that the service is using the new OAuth v2.0 protocols. Symptoms of Disconnected Service Here is a list of what to expect if the integration with GoToWebinar is disconnected due to the deprecation of OAuth v1.0 on January 31, 2019. 1. The service listing in Admin > LaunchPoint will have a status of Failed along with a few details. A. Reauthenticating your login credentials will resolve these errors. 2. Event programs that have not yet synced with GoToWebinar will be unable to sync and will return errors. A. Reauthenticating your login credentials will resolve these errors. B. For reference, here is the documentation on how to sync an Event Program to GoToWebinar. 3. Existing programs which were synced with GoToWebinar prior to the deprecation will show no difference. However, if anyone is added to the program with a ‘Registered’ status, Marketo will attempt to push this record to GoToWebinar and will fail due to the deprecation of the OAuth v1.0 protocol. This will give the record a status of ‘Registration Error’. If this occurs, this data is not lost. A. Reauthenticate the GoToWebinar service B. Manually refresh the webinar attendance. Navigate to the Event Actions menu of your Event Program and select Refresh from Webinar Provider 4. Records that were already registered with GoToWebinar before the service stopped will still be able to receive the correct {{member.webinar url}} token. That data for the token will already be in Marketo, so reminder emails will still have the right links to the actual webinar even if the service was stopped after they were registered. The attendee report won’t be able to come down from GoToWebinar with the connection cut off, but at least your leads will still have the link to get to the webinar. 5. If the service is no longer active and an existing webinar completes, normally this would record attendance information and sync this back to Marketo and change the status of program members. However, if the service is inactive, this will fail silently, and no status change will occur. Manually refreshing from webinar provider will also silently fail if done while the service is still inactive. The notification will show that there are no updates. A. Reauthenticate the GoToWebinar service B. Manually refresh the webinar attendance. Navigate to the Event Actions menu of your Event Program and select Refresh from Webinar Provider C. Now that the credentials were reauthenticated and the service is back online, the manual refresh will work properly. How to Get Additional Help Feel free to ask questions in the comments section of this documentation. Our Support team will be monitoring the comments to help answer your questions. You can also Contact Marketo Support at any time.

Issue Authorized support admin unable to find a contact to add as authorized support contact. Solution The contact will need to have logged in to the community (nation.marketo.com) at least once for their profile to be created and recognized in the system. "In order to appear on the list of available contacts, the user must have clicked Community (while logged into Marketo) at least once." docs.marketo.com/display/public/DOCS/Manage+Authorized+Contacts+in+the+Community Once the contact has logged in to the community, the authorized support admin should be able to see the contact to be added as an authorized support contact.

Issue Issue Description You deactivated a trigger campaign but it appears to be still processing leads. Solution Issue Resolution If you deactivate a trigger campaign, all leads that were already in the flow at the time the campaign was deactivated will continue to be processed. Deactivating a trigger campaign will only prevent any new leads from qualifying for the campaign and going through the flow steps. To remove existing leads from the flow, do the following. Create a new batch Smart Campaign with a "Member of Smart Campaign" filter and specify the deactivated campaign. Add a flow step "Remove from Flow" and specify the deactivated campaign. Run the batch campaign. This should remove all existing leads from the trigger campaign so they will not continue to process through the flow.

Issue Description Does the email address assigned to the API user need to be an email address maintained by an actual person? docs.marketo.com/display/public/DOCS/Create+an+API+Only+User Issue Resolution The email address assigned to an API user does not need to be an existing email address or an actual person. It is used as an identifier for the API user. Generally, customers name the API user according to the integration the API user is being used for (e.g. integrationuser@company.com). This is useful for tracking where API calls are coming from when there are multiple integrations configured with Marketo via the API

Issue You have an Email Program or Smart Campaign with an expected audience size, but when it is run, only a small number of leads are sent the email. For example, in an Email Program with 250 people in the audience, only 15 people were sent the email. Solution There are several things we need to check to determine why this happened. The easiest way to start is to create a separate Smart List with the exact filters as the program or campaign. Check the number of leads in this recreated Smart List. Does it have the same number of leads as the original Email Program or Smart Campaign audience? Email Program audiences do not automatically refresh and update when the Smart List is changed, so if you did not refresh the Audience before sending the email, it may be displaying an out-of-date number. This is a particular risk if your program or campaign Smart List references another Smart List. If that secondary Smart List is changed, it will affect your program or campaign audience without you being aware of it. This is one reason why we recommend avoiding nested Smart Lists. Use your testing Smart List to determine how many leads you have that may have been excluded from the send: Leads that are unsubscribed, marketing suspended, blacklisted, or flagged as invalid Leads that with no email address (sometimes due to a mistake in a list upload) Leads that have a duplicate email address in the program or campaign audience. If there are duplicate leads in the Smart List for an email send, Marketo will send to the first one and skip the rest Look in the View Results/Campaign Results for your program/campaign to see if any leads were skipped due to Communication Limits. Add up the number of leads that may have been skipped for these various reasons and see if that accounts for the missing audience members. If it doesn't, Check the Audit Trail to see if the Smart List has been changed between now and the time the emails were sent. If you still can't figure out why your email went out to fewer people than expected, open a support case and include the results of the above troubleshooting, and Marketo Support will investigate further.

Issue Issue Description User has 'Delete Marketing Asset' permission in Marketing Activities but is unable to delete a Smart List. The Limited Access message below is being returned: "You do not have sufficient privileges to perform this action" Solution Issue Resolution In order for a user to have permission to delete a Smart List in Marketing Activities, the user would need to have access to Marketing Activities and have the 'Delete List' permission. see article for list of permissions: http://docs.marketo.com/display/public/DOCS/Descriptions+of+Role+Permissions

Explanation: In RTP the tracking is session-based, similar to most web analytics tools. A session starts with the first page view and ends 30 minutes after the last click on the website. For example: Scenario RTP Result Visitor views 1 page on the website and leaves 1 visit & 1 page view Visitor views 2 pages on the website within 30 minutes and then leaves 1 visit / 2 page views Visitor views 1 page on the website, leaves, then returns 45 minutes later and views 1 page 2 visits / 2 page views

Issue In Salesforce on the Account level for Marketo Sales Insight, it does not show all the activities of the associated contacts. Solution Marketo Sales Insight only shows certain activities depending on how recently they occurred on the account level. Interesting moments: last 60 days Web Visit: last 3 days Score Change: last 30 days Email: Everything If you wanted to check activities past these dates you would need to go to the contact level and check the history there. The reason behind this is because at scale if there were 100s of contacts under one account and all contacts are active and creating activities it would be difficult to sift through the activities and may cause performance issues due to the sheer amount of data being displayed which is why this limitation is in place.

Once you have the RTP tag installed onto your website, there are several steps that RTP goes through to actually display a Campaign on the web page. Below we describe the process from the tag being loaded to the Campaign being shown on the page. Beware, the details are somewhat technical, so tread with caution! When the page with the RTP tag is loaded, the RTP script (rtp.js) is loaded. This script includes all of your individual tag configurations, and it triggers a sequence of actions: First, information about the visitor is sent to the Marketo servers, including: Referral site Search terms and the visitor's IP address. Using this IP address, several things about the visitor can be deduced relatively accurately: Location (country, state, city, zip code) Organization name (if applicable) Organization group (Enterprise, SMB, Fortune 100, etc.) If the visitor is a known lead in your Marketo lead database, RTP will pull values for all of the default Marketo fields and custom fields. Next, RTP will check if the visitor qualifies for any of your pre-defined Segments based on this information about the visitor. If the visitor does match a Segment that's attached to a Campaign, that Campaign will be loaded on the page being visited. Finally, once the Campaign has loaded on the page, the visitor's browser takes note that the visitor has seen the campaign. This allows for Campaigns that are not sticky to be only loaded once per visitor.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Email Viewed as Webpage Returning an Error after Refreshing Browser - "Customer does not belong to any POD"

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Create Custom Field Groups Via the Field Organizer

Associating Contacts to Multiple Accounts in Salesforce

Marketo Activities Data Retention Policy - Overview & FAQ

Email Editor 1.0 is Being Deprecated June 18th

Unable to Edit or Delete Shared Design Studio Assets

GoToWebinar Authentication Change – Take Action Before 1/31/2019

Unable to Add Authorized Support Contact

Repositioning Submit Button on Marketo Form

Deactivated Trigger Campaign Still Processing Leads

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Marketo Sales Insight - Account Level Limits

RTP - How Does the RTP JavaScript work