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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?

Included in this article Overview Description Event listeners Assets from URL Patterns Created content API - Event Sending Function Overview The Content Recommendation Engine will recommend content that your visitors will like, but there must be content to recommend first. You can manually upload all assets and pieces of content you want to use, but you can also let RTP automatically discover what content is already out there, published on your website currently. This process of identifying those assets is called Asset Discovery, or Content Discovery. This doc will show you how the Asset Discovery process works. For documentation on how to enable Asset Discovery please see Enabling Content Discovery - Marketo Docs - Product Docs Description Event listeners The asset discovery process is an event listener. It runs on every page that has the RTP script running on it and waits for visitors to click on links that count as content assets. Once it identifies a click on a content asset, it checks if this is a click on an asset. By default, RTP defines content assets as any external pages or files like PDF, PPT, PPTX, MP4, OGG, WEBM or YouTube. As these pieces of content are discovered, they are added to the list of content pieces that the CRE can recommend to visitors. Assets from URL Patterns Asset discovery automatically identifies assets on your web pages, but you can also manually configure assets based off of URL patterns so that HTML pages with URLs that match these patterns will be auto-discovered as assets. Once the URL patterns are configured, the pages will be identified as individual assets that the CRE can recommend. Created content Users can manually add new content in RTP with the directions in the documentation here: Create New Content - Marketo Docs - Product Docs When the content is created, you specify the content URL. API - Event Sending Function In some cases, the download (submit) button is not a direct link to the asset itself but to a JavaScript that opens the asset. When this is the done, the asset discovery events must be coded into the JavaScript on the page and use an API call. This API calls only work if the RTP script is loaded on the page. An example of the code would be: rtp('send', 'view','/case_study1.pdf'); The Event Sending Function documentation can be found here: RTP JavaScript API » Marketo Developers

Overview These instructions will show you how to add a filter to Segments that will prevent a visitor from seeing the same campaign twice. When done this way, each visitor will only see the associated Campaign once and won't see it again. 1. Locate and select the User Context API filter (in the API category). 2. Select "Campaigns - Viewed" from the "Select field to add" drop down. 3. Select "is not" and insert the Campaign ID. Where to find the Campaign ID The Campaign ID is the identifier used by RTP to specify which Campaign you are referencing. It can be found in the URL for the campaign once you've navigated to it. Look for the number in the end of the URL, just after "reactionId=". 4. Click the plus sign to add a second field to the filter. Choose "Campaigns - Viewed" as the second field, same as the first. 5. Select OR from the AND/OR field. 6. Select "is empty" for the second Campaigns Viewed filter option. S Finally please make sure that the campaign is not marked as "Sticky", as this will make it appear every time. You're all set! This segment will now only match visitors who have not seen the campaign yet.

Issue Description You want to know the difference between a field with the type of string and text area. Issue Resolution Both a string and text field will hold information that you can freely write in. The major difference between the two fields is how many characters you can put in these fields. A string field has a limit of 255 characters, whereas a text field has a character limit of 30,000 characters. A string field is a good choice if you wanting to store data like address, names, or simple custom data. A text area field is a good choice when you want to store information from something like a comment box on a form or if you are importing a large block of text. Is this article helpful ? YesNo

Issue Best practices for trigger campaigns. Environment This applies to all Marketo users who are utilizing trigger campaigns in their marketing activities. Solution Marketo's trigger campaigns are designed to monitor every relevant activity, even if it doesn't immediately meet certain constraints or filters. For example, if there are 10 active Clicked Email Campaigns and 100 leads engage with an email, each lead will be evaluated 10 times to check if they qualify for a trigger. In this example that would lead to 1000 evaluations total. This happens even if they don't meet the criteria due to certain filters or constraints. To make your trigger evaluation process quicker and more efficient, follow these best practices: 1. Deactivate any trigger campaigns that are no longer needed. This reduces the number of active monitors that could potentially activate trigger event evaluations. Note: Marketo automatically deactivates smart campaigns that have been dormant (no lead triggers them) for 6 months or more on a quarterly basis. However, you can manually deactivate campaigns whenever necessary. 2. Convert Trigger campaigns to Batch campaigns if immediate responses are not required. This is particularly useful for activities or campaigns that can run overnight. Batch campaigns operate on a separate component of Marketo's processors, meaning they won't impact the speed of Trigger qualifier processes.

If you want to set or get a form field value in Javascript, you'll first need to find it's ID in the form. Then it's a simple matter of using jQuery to retrieve the value from the form. Get the field's ID First, get the HTML ID for the form field you want to edit. In the Design Studio, select a landing page that contains the form and preview the page. View the source of that page and find the field you want. The fastest way is to search for the label that you used when you created the form like "Email" or "First Name". Please ensure that you have access to an experienced JavaScript developer. Marketo Technical Support is not set up to assist with troubleshooting JavaScript. Is this article helpful ? YesNo Search for the "id" attribute in the "input" tag for that field. Below, the id is "FirstName". <label>First Name:</label><span class='mktInput'><input class='mktFormText mktFormString mktFReq' name="FirstName" id="FirstName" type='text' value="" maxlength='255' tabIndex='1' /><span class='mktFormMsg'></span> Setting a field value Write Javascript to change the value of that field. This example uses the jQuery "attr" function to set a new value, though any javascript solution will work. Change the highlighted yellow bits below with the name of the field and the new value for that field. Instead of "newValue", you can use any text string, Javascript variable, or Javascriptfunction that returns a string. <script language="Javascript" src="/js/public/jquery-latest.min.js" type="text/javascript"></script> <script type="text/javascript"> // use no conflict mode for jQuery var $jQ = jQuery.noConflict(); // when the page is ready, change FirstName and newValue $jQ(document).ready(function() { $jQ('#FirstName').attr('value','newValue'); }); </script> When you're done, add the javascript to your landing page by dragging in a Custom HTML element on the page, then paste in this code. Getting a field value Write Javascript to get the value of that field. This example uses the jQuery "attr" function to accomplish that, though any javascript solution will work. Change the yellow value to the ID of the field you want to read.  <script language="Javascript" src="/js/public/jquery-latest.min.js" type="text/javascript"></script> <script type="text/javascript"> // use no conflict mode for jQuery var $jQ = jQuery.noConflict(); $jQ(document).ready(function() { var firstName = $jQ('#FirstName').attr('value'); }); </script> When you're done, add the javascript to your landing page by dragging in a Custom HTML element on the page, then paste in this code.

Issue How "And/Or" logic is applied to constraints in Smart List filters and triggers. Solution In Smart List filters, additional constraints act as "and" logic. Example: Was Sent: [this email asset] between this date range min number of times: 2 will function as Was Sent: [this email asset] -and- between this date range -and- min number of times: 2 When you have multiple values inside a single constraint, that is "or" logic. Was Sent: [this email asset OR that email asset] There is not a way to change the logic of constraints, so if you wish to have some sort of 'Or' between constraints then you would have to use multiple filters with 'OR logic between them.

Issue You need to obtain data in the fields on a Marketo Custom Object. Solution Marketo does not have Marketo Custom Object data export option in the UI. Smart Lists will show a list of leads with that specific attribute, and you can see custom object data on an individual Marketo record. However, using API, you or your dev team can query the Marketo database to access all values on these objects. Find out more at Custom Objects.

Issue Description Are smart list filters that accept text values case-sensitive (e.g. First Name, Last Name)? Issue Resolution Smart list filters are NOT case-sensitive. For example: If you use the smart list filter 'First Name is John', it will return leads with First Name 'John' or 'john' with a lower case 'j' Vice versa: If you use the smart list filter 'First Name is john', it will return leads with First Name 'john' or 'John' with an upper case 'j' Is this article helpful ? YesNo

Supported CRMs Marketo has out-of-the-box, bi-directional sync support for the following CRMs: Salesforce.com Microsoft Dynamics CRM 2011 Online, On-Premises and CRM 2013 Boomi Connector Through our partnership with Boomi, you can sync other CRMs to your Marketo system through one of their connectors. Contact your account executive or the Marketo sales team to learn more about this. Unsupported CRMs If you use an unsupported CRMs, here are the methods we have available for your integration: Import/Export Review the following articles to use a CSV spreadsheet to import and export leads from Marketo: Import leads from a spreadsheet into Marketo Export a list Custom Fields If you contact the Marketo Success Team, we can set up custom fields for your account as you need them. Send Alert Using the Send Alert flow step, you can inform your sales team, using email, about noteworthy events, including a link to the lead's details. You can also format your emails with XML so they can be automatically processed by your system. Using Send Alert Munchkin JavaScript API If you have web development resources, you can use our JavaScript API to integrate your web forms with Marketo. Munchkin JavaScript API SOAP API If you have programmers available, you can integrate our SOAP API to retrieve and update leads among other functionality. Marketo SOAP API Is this article helpful ? YesNo

Issue You receive a notification that the Marketo/SFDC sync has failed due to " Invalid username, password, security token; or user locked out." On the Salesforce side, you see the error "Salesforce setCredential failed with code: {LOGIN_DURING_RESTRICTED_DOMAIN} and message: {cannot log in from current domain}" Solution Take the following steps to troubleshoot this issue: Confirm that the username and password are correct by using them to log into Salesforce. Check to make sure the Marketo IPs are on the Salesforce general whitelist. Check the Marketo sync user's profile in Salesforce and make sure the "Login IPs" include the IPs for your Marketo instance. The complete list of IP ranges is: 199.15.212.0/23 199.15.214.0/23 192.28.144.0/23 192.28.146.0/23 192.28.148.0/23 192.28.150.0/23 192.28.152.0/21 192.28.160.0/19 185.28.196.0/22 103.237.104.0/23 103.237.106.0/23 Who This Solution Applies To Customers integrated with Salesforce using IP restrictions

Issue Customers on Dedicated IPs are able to set up additional branding within the Marketo sending infrastructure. You are able to set up a branded 'envelope_from' so the From Domain used by the Marketo sending servers is associated with your brand instead of with Marketo. This enables you to further isolate your sending reputation to your own brand and email activity. This can improve delivery rates to email networks looking for this level of alignment (generally smaller B2B domains but this can also help with AOL and Gmail). Branded 'envelope_from' is also key for authentication using DMARC, as it will allow you to align the domains in your email headers. Solution Marketo's default return path/envelope_from domains include: San Jose datacenter - @Em-sj-77.mktomail.com London datacenter - @eu-lon-188.mktomail.com Ashburn datacenter - @potomac1050.mktomail.com Sydney datacenter - @snsmtp.mktomail.com Examples: Standard: Dedicated IP 199.15.21x.xxx envelope_from: em-sj-77.mktomail.com Branded: Dedicated IP 199.15.21x.xxx envelope_from: m01.companydomain.com Process: To implement this, you will need to chose a sub-domain of your choice for this branding, and set up 3 DNS entries: IN A (your sub-domain): Your dedicated IP IN MX (your sub-domain): Your dedicated IP's host-name (a sub-domain of mktdns.com) IN TXT (your sub-domain) “v=spf1 a mx include:mktomail.com ~all” The subdomain must be unique. You cannot use your landing page or tracking link domains for your branded return path. Once that DNS setup is completed, submit a case to Marketo Support with those details and we can complete the process by implementing that branding for your instance's emails.

Issue Description Can I use Marketo Sales Insight Outlook plugin with Office 365? Issue Resolution The Marketo Sales Insight Outlook plugin is currently not supported for Office 365 Web Application. The Outlook versions it supports include: Outlook 2000 Outlook 2003 Outlook 2007 Outlook 2010 Outlook 2013 Outlook 2016 Outlook 365 Local Installation docs.marketo.com/display/public/DOCS/Install+the+Marketo+Email+Add-in+for+Outlook+with+a+Registration+Code If you would like for Marketo MSI to be supported for Office 365 Web Application, you can raise it as an idea in our community: https://nation.marketo.com/community/product_and_support/ideas Our product managers refer to these ideas for improving on existing features and implementing new features in future releases.

Issue Description You've been using Marketo for a while and have started noticing that smart lists take longer to process than before. There are multiple filters in your smart list ranging from really specific attributes about a person to really broad geographical information. Issue Resolution The best performance will come when you order the smart list filters from most restrictive to least restrictive. Since your entire database is checked against the first filter, if we can narrow down the number of leads which move on to the next, there are fewer and fewer leads who qualify for each of the subsequent filters. Many times, the processing difference will be minimal. However, as your database grows, the penalty on efficiency can grow over time. If you haven't checked it out already, take a peek over at our product documentation for smart list best practices: docs.marketo.com/display/public/DOCS/Best+Practices+for+Smart+Lists

Issue Your IT department wants to know why they need to create separate subdomains for Marketo email tracking links and Marketo landing pages, and cannot simply use the web domain you already have. Solution Each web domain can only point to one resource. Your company's web domain (www.example.com) points to the server or web hosting service that handles your company's web page. It cannot also point to Marketo's email link tracking server or Marketo's landing page web server. Additionally, since the link tracking server is separate from the landing page server, you need two different CNAME sub-domains, one for the email links (email.example.com) and one for your landing pages (lp.example.com).

Issue Description You come across a few leads who failed to sync to SFDC and would like to have the list of leads who faced the same issue. Issue Resolution Unfortunately Marketo doesn't have a specific type of filter to leads who failed to sync to SFDC. However if they are new leads who haven’t synced to SFDC, then you can filter them by using the filters "Person was created" and "SFDC Type" with condition "is empty". If you want to find the list of leads (previously synced to SFDC) who failed to sync among a particular group of leads, you can filter by following the below steps. 1. Create a new Boolean type field in SFDC namely "Sync Error?" and with the default value as "true". 2. Wait for the filed to sync into Marketo. 3. Create a smart campaign to select those group of records and the flow steps to change the value of the Boolean field "Sync Error?" to ”False" and then "Sync person to SFDC". 4. Once the campaign has finished running, you will be to pull a report on SFDC on the list of leads who have the value "True" for the field "Sync Error?". It means that the value was not updated to SFDC as the record failed to sync. With this list you will be able to select the records and resolve the sync issue. You can also create a smart list of leads who were never able to sync with the following filters: Lead was synced to SFDC : Assign to : is not empty SFDC Type: is Empty I would also suggest that you refer the below list of ideas to improve the visibility of sync errors. https://nation.marketo.com/thread/33692-marketo-salesforce-integration-needs-a-serious-overhaul-dont-you-sync Who This Solution Applies To Customers integrated with Salesforce Is this article helpful ? YesNo

Issue The Smart List in a Campaign gives 'Invalid URL' error for a valid URL (non-Marketo landing page URL). Solution To make sure non-Marketo landing page URL will show up in Smart List's filters, the following steps have to be done. Make sure the Marketo Munchkin Tracking code is implemented and placed within the non-Marketo webpages. The non-Marketo URLs would show in the filter if a known lead/person has visited the web page and tracked into the activity log. Therefore, make a lead/person and visit the webpage to allow Marketo to track and log that URL visit.

When a Salesforce-specific flow step runs, sometimes extra steps are performed automatically. Here are the rules, so you know: These rules will apply when the lead is not currently in Salesforce.com as a contact or lead. Marketo Flow step Automatic Action Add to SFDC Campaign Sync Lead to SFDC Change Status in SFDC Campaign Sync Lead to SFDC Add to SFDC Campaign Change Owner Sync Lead to SFDC Convert Lead Sync Lead to SFDC Create Task Sync Lead to SFDC You can filter out SFDC records in a Smart List using the SFDC Type Filter with the operator set to "is not empty". All SFDC records have a value in this field.

New Lead with no email address and no Marketo cookie: If a new lead fills out a Marketo form. Their Marketo cookie is created, lead details (including the cookie) will be updated and the Lead-Database and RTP sync process will be initiated. They will then be known to RTP and eligible for 1:1 personalized RTP campaigns. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit. Lead with email address but no Marketo cookie: When a known lead with no cookie (e.g. a lead from a tradeshow or a list) receives a Marketo email campaign and clicks on a link in the email and arrives to the website, the RTP script runs and a new Marketo cookie is created for them. The creation of the cookie is also sent to the Lead-Database and initiates the RTP sync process for this lead. This sync process may take a few minutes so personalization based on lead data will be available from the lead’s next visit. Known Lead with email address and Marketo cookie: Any changes to the lead’s data will be synced between the Lead-Database and RTP within 5 minutes interval.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Web Personalization (RTP) - How does Asset Discovery work?

Web Personalization (RTP) - How to Show a Campaign Only Once Per Visitor

The difference between a field type of string and text

Trigger Campaign Best Practices

Setting or getting a form field value via JavaScript on a landing page

And/Or Logic in Trigger and Filter Constraints

How to Obtain Marketo Custom Object Data

Smart List filters case-sensitivity

Once I sync with a Microsoft Dynamics CRM instance, can I change it to sync to a different Dynamics instance?

Marketo Supported CRM Integrations

SFDC Sync Error - Salesforce setCredential failed with code: {LOGIN_DURING_RESTRICTED_DOMAIN}

Branded Return Path (envelope_from) on Dedicated IPs

Marketo Sales Insight Outlook plugin compatibility with Office 365

Does the order of smart list filters matter?

Why CNAMEs for Email and Landing Pages Must Be Different

Filter out the list of leads who failed to sync to SFDC

Smart List does not recognize a valid URL

Implied Salesforce Actions

How does the Known Leads Targeting work?

Is it possible to exclude some pages from being tracked by RTP?