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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?

Overview A triggered campaign launches automatically when a specific action occurs. For example, you can use a triggered campaign to automatically send an email to a lead after she completes a form. Triggered campaigns have at least one trigger in their Smart List. When the lead activates a trigger and passes through the other filters in the Smart List (if you have any), the lead will immediately proceed through the campaign's Flow. In a Smart Campaign, the Smart List palette contains a separate folder with Triggers. These are the events you can use to activate your triggered campaigns. Be careful when using multiple triggers. If you use two or more in a campaign, any single trigger can activate the campaign. Email Triggers Trigger Name Description Clicks Link in Email If someone clicks on a link in an email. This can be a specific link(s) or any link. Email Bounces If an email bounces from an address. Email Bounces Soft If an email bounces due to an auto‐reply, full mailbox, etc. Email is Delivered If an email is delivered to someone. Opens Email If someone opens an email. Unsubscribes from Email If someone opts out of email. Salesforce Specific Triggers Trigger Name Description Activity is Logged If an activity is logged in salesforce.This can include a logged call or task created. Activity is Updated If an activity that is already created is updated. Added to Opportunity If a contact is added to an opportunity. Added to SFDC Campaign If a lead/contact is added to a Salesforce campaign. Clicks Link in Sales Email If someone clicks a link in a sales email (an email sent through Sales Insight). This can be a specific link(s) or any link. Is Sent Sales Email If someone is sent a sales email (an email sent through Sales Insight). Lead is Converted If a lead is converted into a contact in Salesforce. Lead is Deleted from SFDC If a lead is deleted from Salesforce. Lead is Synced to SFDC If a lead is synced to Salesforce from Marketo. Opens Sales Email If someone opens a sales email (an email sent through Sales Insight). Opportunity is Updated If an opportunity is updated. Owner Changes If the owner of a record in Salesforce changes.This can be to a specific user or to any user. Removed from Opportunity If a contact is removed from an opportunity. Removed from SFDC Campaign If a lead/contact is removed from a Salesforce campaign. Sales Email Bounces If an email bounces from an address. Sales Email is Received If an email sent via Sales Insight was delivered. Status is Changed in SFDC Campaign If a lead/contact status changes within a Salesforce campaign. General Triggers Trigger Name Description Added to List If a lead/contact is added to a Marketo static list. Campaign is Requested If a contact/lead is sent into a Marketo campaign. Clicks Link If someone clicks on a link. This can be a specific link(s)or any link that is tracked. Data Value Changes If any data value on a record, includes all fields available for edit/update in Marketo and Salesforce is changed. Fills Out Form If someone fills out a form. Has Interesting Moment If someone has an interesting moment. Lead is Created If a Marketo lead is created. Removed from List If a lead/contact is removed from a Marketo static list. Revenue Stage is Changed If a revenue stage within a revenue cycle model is changed. Score is Changed If a lead score is changed. Send Alert If someone does something, send an email alert. Visits Web Page If someone clicks and visits a web page.This can be a specific page(s) or any web page.

No, if you have received the blacklist notification, you are not blocked from sending mail. You can continue to mail while you work through the remediation steps. The only time we will ever block you from sending mail is if you trigger a listing at Spamhaus, the world’s most respected and widely used blacklist. If this happens, you will receive a call or email to let you know what’s going on and we will work with you to resolve the issue. This is a rare occurrence. Additional Resources: Can you give me the spam trap address that triggered the listing? What is a spamtrap, or spam trap, and why does it matter? What is a blacklist? How does Marketo respond to blacklisting and spam notifications? Top blacklists - What you need to know Blacklist Remediation Successful Reconfirmation

Please ensure that you have access to an experienced JavaScript developer. Marketo Technical Support is not set up to assist with troubleshooting JavaScript. Summary: Say you want to validate a custom field before someone submits a Marketo form on a Marketo landing page, then let Marketo do it's standard validation. You can do that by overriding the formSubmit function in Javascript. You can override it with a Custom HTML element for a single page; you can also add this Javascript to your landing page template so it affects many landing pages. First, build a Javascript function to execute your custom validation (formIsValid() in the example below). It should return a value of "true" if the fields validate. If not, return false. Open the landing page for editing and drag a Custom HTML element onto the web page. Paste in this Javascript and add your custom validation to the formIsValid() function. <script type="text/javascript" src="/js/public/jquery-latest.min.js" language="Javascript"></script> <script type="text/javascript"> // set no conflict mode for jquery var $jQ = jQuery.noConflict(); function myFormIsValid() { var thisIsValid = true; // Put your custom validation here. // If anything goes wrong, set thisIsValid to false. // for example, show an error message if the email contains "bob" if ($jQ("#Email[value*=bob]").length > 0) { Mkto.setError($jQ("#Email ~ span").prev()[0],"No Bobs allowed!"); thisIsValid = false; } else { Mkto.clearError($jQ("#Email ~ span").prev()[0] ); } return thisIsValid; } function formSubmit(elt) { if (!myFormIsValid()) { return false; } return Mkto.formSubmit(elt); } </script> Here's another example that checks if a required checkbox, such as a terms of service agreement, is filled before submitting: <script type="text/javascript" src="/js/public/jquery-latest.min.js" language="Javascript"></script> <script type="text/javascript"> // set no conflict mode for jquery var $jQ = jQuery.noConflict(); function myFormIsValid() { var thisIsValid = true; // show a message if they fail to check the box if ($jQ("#TermsOfServiceAgreement").attr('checked') != true) { Mkto.setError($jQ("#TermsOfServiceAgreement ~ span").prev()[0],"Please agree to the terms above."); thisIsValid = false; } else { Mkto.clearError($jQ("#TermsOfServiceAgreement ~ span").prev()[0]); } return thisIsValid; } function formSubmit(elt) { if (!myFormIsValid()) { return false; } return Mkto.formSubmit(elt); } </script> Follow these instructions if you want to retrieve the form fields via Javascript: Setting or Getting a Form Field Value via Javascript on a Landing Page The example above also shows you how to set an error field If you want to set or clear an error message on a field, you can use these two functions in your validation function. Note: These only work on form fields from the Marketo form designer. Replace the highlighted yellow bits below: Email -- the ID of the field where you want to show an error error message -- the text you want to display for this error // error -- highlight the field Mkto.setError($jQ("#Email ~ span").prev()[0], "error message"); // no error -- clear the field Mkto.setError($jQ("#Email ~ span").prev()[0]);

We manage our network to provide our customers with the highest server availability and best deliverability possible. Marketo has a strong anti-spam policy and a team that handles blacklist notifications in our IP space and spam complaints. We also cooperate with most major anti-spam providers and ISPs. In addition, we maintain feedback loops for many of the most popular email providers. For more information on feedback loops and ISPs with whom we have this arrangement, click here. Blacklistings are usually caused by sending mail to a spam trap email address. For an explanation on what causes blacklisting, click here. When we receive notification of a blacklisting, we react in two ways. First, we go through the procedures to remove the listing from that blacklist as soon as possible. Second, we determine (if possible) which of our customers caused the blacklisting and work with them to improve their mailing lists to prevent a reoccurrence in the future. This is usually a cooperative process, most frequently, a review of mailing policies and strategic pruning of a customer’s lead database will return them to best practices.

Quick points: *Spamtraps are addresses owned by antispam organizations *Emailing a spamtrap (usually) gets your IP or domain blacklisted *Maintain current, direct opt-in with an active lead database to avoid this What is a spam trap or spamtrap? A spam trap, or spamtrap is an email address secretly owned by an antispam organization that is used to detect spam. Antispam organizations do not sign up for mailing lists, so they consider any email sent to these addresses to be spam. Once email is sent to the spamtrap, the antispam organization that owns this address will blacklist the IP that sent the email (or, less often, domains that are linked in the message). Email administrators purchase subscriptions to various blacklists, and use the lists to block all incoming email from listed IPs or containing listed domains. From the marketer’s perspective, this can mean a high number of bounced emails leading to low lead engagement, and ultimately to weak revenue performance. There are two types of spamtraps – pristine traps, and repurposed/recycled traps. A pristine trap is an email address that was never used by a person. A repurposed trap is an email address that once belonged to someone but is no longer a valid address; these addresses will bounce as bad addresses for at least six months before an antispam organization will turn them into live traps.< How can a spamtrap get into my Marketo lead database? Purchased data Purchased data is unreliable. The antispam world does not like the use of purchased data so antispam administrators have made a concerted effort to get spamtrap addresses into the databases of data vendors. While data vendors may say they provide opt-in data in reality consent should be direct to your company./p> Sending unsolicited email is prohibited by the Marketo Terms of Use because this practice has a high risk of causing blacklist issues that can destroy deliverability for multiple Marketo customers. To avoid spam traps get direct opt-in before sending email. If you have purchased data in the past we recommend setting any inactive purchased leads to marketing suspended or simply removing them from your database. Old data Repurposed traps are email addresses that were once valid but are now owned by an antispam organization. This can happen when a company goes out of business; expired domains are often purchased by antispam organizations. Sometimes a company that has a direct partnership with an antispam organization will allow email addresses of former employees or users to become spamtraps. Because antispam organizations will generally make sure future spam traps return a bounce as bad addresses for at least six months before they become spam traps you can prevent repurposed traps in your database by emailing remaining engaged with everyone in your database at least once every six months. Avoid “wake the dead” campaigns to addresses you have not contacted in more than six months. Unconfirmed form entries People can unintentionally enter spamtrap addresses into forms either by making a typo or by intentionally using a fake email address that happens to be a spamtrap. If you use single opt-in, you may add spamtraps to your mailing list. This is more likely to happen if you are a B2C company or if someone thinks they can get whitepapers or free trials simply by filling out a form with made-up information. How can I identify spamtrap addresses? Spamtrap addresses are considered trade secrets by the antispam organizations. They do not share these addresses because their goal is for senders to change their mailing practices rather than to simply remove spamtraps from their mailing lists. That said, one thing we do know about spamtraps is that they tend to be automated processes and do not engage. Spamtraps do not click links. You can use smart list filters to identify inactive leads in Marketo. How can I prevent spamtraps in my database? Maintain active, direct opt-in for all leads. Don’t purchase data. (To grow your list, sponsor events, use list rental services that send the first message for you, or use co-branded content that sends you only good leads) Email everyone you want to email at least once every six months Don’t add old data directly to your mailing list. (If you need to, add in small batches and send a welcome email with a slightly different subject to each batch.) Regularly clean your database of inactive leads Grant access to assets such as free trials and whitepapers as email links to discourage intentional use of fake email addresses on forms Use scripting on your forms to identify potential typos

Overview A blacklist 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 blacklists to filter out unwanted email. As a result there can be a drop in inbox delivery rates or overall delivery rates if the IPs or domains involved with sending email are listed on a blacklist. Marketo’s Email Delivery and Compliance team monitors blacklist activity on our IPs and domains daily. When we are alerted to a listing we reach out to the blacklist, attempt to identify the sender that triggered it, and work with the blacklist organization to get the listing resolved. There are thousands of blacklists out there most will not have a significant impact on your delivery rates. Below we have compiled a list of the blacklists that our customers most commonly encounter. Tier 1 Blacklist Spamhaus Impact: Spamhaus is the only blacklist that we categorize as a tier 1 for a reason: it has by far the greatest impact on delivery of all of the blacklists. It is the most well-respected and widely used blacklist 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 blacklists, Spamhaus lists senders manually. This means that they are proactively watching sender activity, collecting data, and basing their 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: Our team monitors closely for Spamhaus listings. When we see a listing we immediately alert the customer and contact Spamhaus to start the remediation process. Listings last until Spamhaus is satisfied that the offending sender has taken the appropriate steps to mitigate the problem. Tier 2 Blacklists 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 2 list because it can have a significant impact on B2B email campaigns. 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. Next steps: SpamCop is a dynamic blacklist, listings typically resolve themselves within one business day. There is no action you will need to take to action the delisting with SpamCop, the Privacy Team researches every SpamCop listing and will request delistings when an alert is received that an IP is listed. If your email activity triggered a SpamCop listing it likely means that you have a list management problem that should be addressed. Manitu Impact: Manitu is a German blacklist and has a wide footprint in Europe. Email senders with European audiences tend to encounter this blacklist most frequently. Manitu is not used by North American ISPs to inform blacklist decisions but if you’re sending to Europe a listing could be problematic. How it works: Listings are automatically activated when a sender mails to a Manitu owned spam trap address. Next steps: The Privacy Team researches and requests delisting when an alert is received that a Marketo IP is listed. By working with this blacklist the Privacy Team is usually able to identify the customer and let them know that email activity from their subscription triggered a listing. Because Manitu operates solely on the use of spam trap addresses, getting listed by Manitu is a clear indication that senders need to audit their mailing lists. Tier 3 Blacklists SORBS Impact: The impact of a listing at SORBS is very minimal. How it works: SORBS uses several methods to identify potential spammers. Most of their lists use spam traps to identify problematic senders. But SORBS will also list a sender based on their own user complaints, if SORBS administrators have received spam from the sender, or if they identify other high-level sending behavior patterns characteristic of spammers. Next steps: The Privacy Team monitors SORBS activity and makes delisting requests for Marketo IPs as necessary. Oftentimes, SORBS will refuse to delist within a certain timeframe based on the severity of the issue. Sometimes this can be up to several weeks. UCEPROTECT Impact: The impact of a listing at UCEPROTECT is very minimal, though the blacklist has a greater footprint in Europe. The organization does not have a good reputation in the industry because they charge senders to request delisting. How it works: UCEPROTECT lists IPs that send mail to their spam trap addresses. Next steps: We ignore these listings because the only way to have them removed is to pay. The pay-to-delist model is not well respected in the email industry so UCEPROTECT has a very limited reach. ISP Blacklists Some ISPs have their own blacklists that they use to inform blocking decisions. A few examples are Comcast and Verizon. 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 this type of ISP specific blacklisting and the the Privacy Team works to resolve these as soon as possible. Usually blocks at Comcast and Verizon are resolved within less than 24 hours of a delisting request. Additional Resources: Blacklist Deep Dive Abuse Report Deep Dive What is a spamtrap, or spam trap, and why does it matter? Blacklist remediation Blacklist resolution flowchart Successful lead reconfirmation What is a blacklist?

Issue Description: Salesforce refreshed your sandbox and it no longer syncs with Marketo Issue Resolution: As a safety precaution, once an instance of Salesforce is synced up with Marketo, we no longer allow the user to sync this particular instance of Marketo with any other instance of Salesforce. When Salesforce does a “refresh” of your sandbox, they are actually canceling your old sandbox account and creating a new account and pulling fresh data from your production. This means the refreshed sandbox is actually a different account and has a new OrgID. Marketo Support can assist by unlocking your Marketo sandbox to be synced up with a refreshed Salesforce sandbox. If you run into this scenario, please create a support ticket requesting that we enable the reset of the OrgID for your SFDC sandbox.

Question: How do I add a link to my lead/contact's Salesforce detail page when sending an alert from Marketo? Answer: If the lead or contact is in both Marketo and Salesforce at the time when the alert email is sent, then the link to the Salesforce detail page will be automatically appended to the alert email sent by Marketo. Note You will need to use the "Send Alert Info" token within your Alert email while designing your email in the Design Studio of Marketo. This is a article attached image Below is what the generated alert looks like once it is sent from Marketo (note the link to the Salesforce detail page is automatically inserted): This is a article attached image Note if the lead or contact is not in Salesforce then there is no link to the Salesforce detail page: This is a article attached image

If you sent an email from the Lead Database (as a Single Flow Action), as part of a campaign, or as a test email but didn't receive it, here are some tips. Check the "From:" address When sending a test message, make sure to check the "From:" address setting on your message. To do this, go to the Email Settings tab of the email editor. In the "From:" field, make sure that you either have a single valid email address, or a valid email address as the default, if you are using a token. Many people want to send their messages from the lead owner. When you use the send test feature, the email address you are sending to doesn't have a full lead record, and so it doesn't have a lead owner. Since Marketo cannot send an email with no "From:" address, test messages without a valid email address in the "From:" field will not send. Send as a Lead If you have verified that the email had a valid From: address and you still aren't getting it, make sure to create yourself as a lead and send using a flow action. See if the mail was sent If you sent the email as part of a campaign or Single Flow Action, check the campaign's Results tab or your lead detail page to see if that mail was already sent to you. If it hasn't been sent yet, try waiting a little while longer. Check your Junk Mail In your email client, check your Junk Mail or Spam folder to see if the mail landed there. If it did, you should change the content of your email. Check your corporate spam filter Your corporate mail server may have blocked emails from Marketo; you should contact your IT department to see if this is the case. Please see our instructions for whitelisting Marketo's email servers: Add Marketo to Your Corporate Email Whitelist Try sending to a different recipient If you sent the original mail to your corporate account, try sending to a personal account on Yahoo or Gmail. If you sent it to a personal account, try your corporate mail account. Use Marketo's Email Deliverability product The Email Deliverability PowerPack, with Design Informant and Inbox Informant, can warn you when your mail is being rejected because of its content and help you identify junk mail pitfalls. Also, using Domain Keys and SPF improve the chances of your email landing in your leads' inboxes. Contact Marketo If you still can't figure out what happened contact Marketo to see if we can help.

Issue Description: The Activity Log shows "Fill out a form" without a page visit. How users could fill out a form without visiting the page? Issue Resolution: Google Chrome introduced Incognito. Firefox, Safari, Opera and Internet Explorer implemented Private Browsing. Pages that users visit in Private Browsing/Incognito will not leave traces, like cookies, on users' computers after they close all open windows. A normal visit to any page is not tracked during visits, regardless the navigation path. That includes other pages after the form is filled out. The new Do Not Track feature is a contributing factor for apparently incomplete Activity Logs. When users turn on the Do-not-track feature, the browser tells every website they visit (as well as their advertisers and other content providers) that they do not want their browsing behavior tracked. Honoring this setting is voluntary — individual websites are not required to respect it. Websites that do honor this setting should automatically stop tracking your behavior without any further action from users.

The Marketo users at your organization have created several special campaigns for your leads and contacts. Typical examples include sending someone a whitepaper about a new product or mailing a series of nurturing emails for people not ready for sales. To add a lead or contact to one of these campaigns, go to that person's detail page and find the Actions menu in the Marketo Sales Insight section. Pick Add to Marketo Campaign and click Go: You can also select leads in your list and search views if you've added the Add to Marketo Campaign button to those views. You can add 200 leads at once this way: After picking the leads, you'll see a list of potential campaigns; below the selected campaign is a brief description provided by your marketing team. Pick the campaign for this person in the Campaign Name pulldown, then click Finish:

When you ask Marketo to add a Salesforce contact to a lead queue, Marketo creates a duplicate lead in Salesforce and adds that to the queue instead. The reason why Marketo creates a duplicate is because Salesforce queues can only have leads in them, not contacts. If you try to add a contact to a queue, Marketo can either do nothing or create a duplicate lead and add that to the queue. We opted for the duplicate. If you want to prevent this behavior in your campaigns, use a filter on "SFDC Type is Lead" to limit the action to only leads

My Salesforce activities are not showing up in Marketo and when I go to the Admin section I see the following sync error: soqlBatchQuery failed - INVALID_FIELD: CreatedDate, Description, Id, IsAllDayEvent, IsDeleted, OwnerId ^ ERROR at Row:1:Column:70 No such column 'IsAllDayEvent' on entity 'Event'. If you are attempting to use a custom field, be sure to append the '__c' after the custom field name. Please reference your WSDL or the describe call for the appropriate names. This is due to lack of permissions for the Marketo Sync User on the Salesforce side. Please have your Salesforce Administrator log into your instance of Salesforce and carry out the following steps: Log into Salesforce with Admin rights Click on your name drop-down and click on Setup In the left hand column, under App Setup, click on Customize Then click on Activities and then Event Fields Click on the All Day Event Field Label then "Set Field-Level Security" Here make sure to check the box under the Visible column for the Profile that the Marketo Sync User is associated to Click Save Once the above changes have been made on next sync we will begin pulling your Salesforce activities and once the next sync is over, the error message in the Marketo Admin section should go away.

When someone emails abuse@marketo.com to tell Marketo that they received unsolicited email from one of our customers, the result is called an abuse report. Instead of just hitting the “Report Spam” button, someone actually took the time to write to our abuse@marketo.com address and explain to us that they never wanted email from the sender. Because of this direct complaint we take these types of spam reports very seriously. Only about 10% of our customers ever receive any abuse reports at all so it is cause for investigation if you receive one. If you receive notification that someone filed an abuse report against your account review your list management practices. Below are some things to consider: When people sign up to receive emails from you, is it made clear to them that they are giving you permission to email them? Have you recently added any new leads or lead sources? Have you recently added older leads to your database that you have not reached out to in the past 6 months or more? Was there anything about the campaign that was complained about that makes it different from previous campaigns? In most cases people file these kinds of reports because: They never requested to be on your email list. They did request to be on your email list at some point but have forgotten because they have not heard from you in so long. The importance of using explicit opt-in in your list building efforts cannot be stressed enough. You should also send to active leads consistently enough that they continue to expect emails from you. The best ways to avoid complaint driven reputation issues is to send to opted-in, engaged recipients. To help with this, a lot of senders clear out their inactive leads every 6 months or so. An inactive lead is a contact that has taken no action in the given time period— they haven't opened an email, clicked a link, visited your webpage, attended a Webinar, and so forth. Inactive leads are a dangerous group to continue mailing to because their behavior proves that they do not want to interact with your mail and will likely complain to Marketo or to their ISPs about it. We have a great resource on how to create a Smart List to remove inactive leads here. If you still need some help, please feel free to reach out to our Support team (support@marketo.com). Additional resources: Abuse Report Deep Dive Blacklist Deep Dive

When Marketing Suspended is checked in a lead's record, it will prevent any non-operational email from being sent by Marketo, including the emails sent from Marketo Sales Insight in Salesforce, which are routed through the Marketo infrastructure. Sales Insight for Outlook or Gmail emails however, are not sent via Marketo. They are sent by the mailserver to which the client is connected; ie Google mail servers or Microsoft Exchange Servers, and are not under Marketo's control.

Abuse Report An abuse report is when an email recipient forwards a complaint directly to abuse@marketo.com. Marketo’s Privacy and Compliance Team processes all complaints to these addresses and will unsubscribe the complainer when possible. Feedback Loop Complaint A feedback loop complaint is when an ISP forwards the complaints that originate from their users. For example, when someone clicks the SPAM or JUNK button in their email client. ISPs that offer FBLs expect that subscribers like Marketo will mark the complainer as unsubscribed in the original database. Marketo does process FBL complaints and marks the email address as unsubscribed. Additional Information: Feedback Loops (FBL) Abuse Report Deep Dive Finding Leads that are Auto Unsubscribed for Email Spam Complaints / Feedback Loop (FBL)

My export is going to take a long time, do I have to stay logged in until it completes? Thankfully no, once you get your Import or Export started, you can log out, go grab some coffee or go home and the process will continue. Export: When you start the export process, you can close out of Marketo, later in the day or the following day you can log back into Marketo, find the same SmartList or StaticList you ran the export from, select it, click on List Actions and choose "Show Export Status". The Export dropdown will show up and assuming it is finished, the download link will be available. 1. Find and Click on the SmartLists or StaticList: 2. Click on List Actions then "Show Export Status": 3. The dropdown will pop open in the top right hand corner with the export status or the download link: Import: Similarly, you can get an Import started, when you choose the CSV and begin the process the first step is for the file to get uploaded to our server where it will be further processed and imported into the database. Once the file is uploaded and the import process begins, you can close out of Marketo and come back to check on the status in the future instead of staying logged in the entire time. In a similar manner to checking export status, you can click the StaticList you are importing into as follows: 1. Find and Click the SmartList or StaticList you are Importing into: 2. Click on List Actions then "Show Import Status": 3. The dropdown will pop open in the top right hand corner.

To ensure all your activities show up under the Activity History (as opposed to Open Activities) make sure you have a "Completed" values in the Task Status list and that it's a "Closed" state. Here is how to check it: In SFDC, go to Setup > App Setup > Customize > Activities > Task Field. Click on Status In the Task Status Picklist Values list, check if you have a "Completed" value. If you do have it, skip to step 5. You need to create the "Completed" value. Click on the New button Type in Completed and click on Save Click the Edit link next to the Completed value Check the box next to Closed and click on Save. Once the steps above are completed, you should now Completed in the list with "Closed" checked like this:

Say you want to keep specific Salesforce fields or records from syncing into Marketo. You can use Salesforce Profiles to restrict access to that data. In short, Marketo will only sync fields and records that are visible to the sync account in Salesforce. If you don't want records or fields brought into Marketo, use the record- and field-level permissions to prevent the sync account from seeing them. A few notes before you begin... Depending on your version of Salesforce, you may not be able to change these settings. For example, field-level security is available only in Enterprise and Unlimited editions. This will require you to make changes in Salesforce on the account you use to sync with Marketo. If this account is also used by anyone else, these changes will impact that person's view in Salesforce too. You need administrator access in Salesforce to make these changes. If you hide a field in Salesforce that has already been synced to Marketo, it will still display in the Marketo user interface until you hide it with the Field Management tool. Even though you'll still see the field in Marketo, changes to that field will not get pushed to Salesforce.

Note: Once you have migrated to Admin Console, you can manage your support cases through the feature provided in the Admin Console Platform. To learn more, visit: https://experienceleague.adobe.com/docs/customer-one/using/home.html. Once you have submitted a case to Marketo support, we provide a simple way of staying connected to your case and the cases submitted from your company through the Marketo Support Portal. You can access the support portal through your Marketo instance by selecting Community in the top right corner: This is a article attached imageThis is a article attached image You can also access the support portal directly at support.marketo.com and login with your Marketo credentials (login and password). This will not work for users with SSO. Once you are in the support portal you can Create a Case for Marketo Support or you can also review any cases that are open and being worked on by support or review your case history. Navigate to My Case management: This is a article attached imageThis is a article attached image From the My Cases navigation you can access the following case views: This is a article attached imageThis is a article attached image My Recent Cases* - Cases that you have opened in the past 30 days All Company Recent Cases* - Cases that any authorized support contact has opened in the past 30 days My Open Cases – Cases created by you that are being triaged by Support and pending Support’s response and are more than 30 days old My Closed Cases – Cases that were created by you and are now closed My Awaiting Fix Cases – Cases that were created by you where Marketo is developing a fix which will be implemented at a later date All Company Closed Cases – Cases that were created by you or your colleagues that are now closed All Company Open Cases - All open cases submitted for the account Company Awaiting Fix Cases – Cases that were created by you or your colleagues where Marketo is developing a fix which will be implemented at a later date Management Escalations - Escalations opened by you or your colleagues Survey Cases - Surveys that are available for you to fill out after a case is closed *Cases that have been opened for more than 30 days will move from Recent cases to Open cases To view specific case details, click a case number. This is a article attached imageThis is a article attached image From the Case Details, you can perform the following: Close your Case - Select the "My Case is Resolved" button to close your case Add Comments - Provide additional comments to support or respond to a Support question Add Attachment - Provide any screenshots or documents that will help illustrate the issue you are reporting If your case has been closed there are two options available to you. Reopen - You can reopen your case if you are not satisfied with the case resolution by adding a comment in the case. Case Survey - Once your case has closed, please consider offering feedback on the level of Support you received.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Smart Campaign Trigger Glossary

Can I Still Send My Emails, or Are You Blocking Me from Sending?

Adding Custom Validation to a Marketo Form before Submitting It

How Does Marketo Respond to Blacklisting and Spam Notifications?

What Is a Spamtrap and Why Do They Matter?

Top Blacklists – What You Need to Know

Salesforce Refreshed My Sandbox and the Sync with Marketo Is Now Broken

How Do I Add a Link to My Lead/Contact’s Salesforce Detail Page When Sending an Alert from Marketo?

I Didn't Receive a Sample Email that I Sent

Activity Log Shows Form Submission without a Page Visit

Adding People to Marketo Campaigns from Salesforce

Adding a Contact to a Salesforce Queue Creates a Duplicate Lead

Salesforce Activities Not Synching to Marketo and Show a Sync Error

Abuse Reports: What They Are and How to Avoid Them

Will Marketo Sales Insight Emails Be Sent If Marketing Suspended Is Set to True?

What Is the Difference between an Abuse Report and a Feedback Loop Complaint?

My Import/Export Is Going to Take a Long Time, Do I Have to Stay Logged in Until It Completes?

My Activities in Salesforce Appear as “Open Activities” Instead of in the “Activity History”

Keep SFDC Fields or Records Out of Marketo

Managing your Support Cases