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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 The configuration changes being made will require customers to recreate some fields if they want to still use that data within SFDC. Once the fields are recreated, the backfill process begins, which in turn starts a global resync of all leads from SFDC to Marketo. This will push a lot of data between Marketo and SFDC. To minimize the risk of a traffic jam, we will be scheduling this roll out over the course of 6 months. This gives all customers a set time frame to work with and helps to avoid peaks in traffic. If the time scheduled for you doesn’t work out, we’ll try to accommodate another time within this six month timeframe that does work well for you. Alphabetical Scheduling Details The changes being made will be staggered over 6 months in order to ensure we don’t cause any traffic jams while passing data back and forth. The best way to schedule this is to go in alphabetical order. This order will be alphabetically by your Marketo instance’s Account String, not your company name. Please check the section below for how to find your Account String. We have done a careful analysis of our customer’s lead database sizes and have grouped batches of customers together based on size of the lead databases, so some groups have more customers in them than other groups do. Each group of customers will be given a time frame to work with to recreate the fields and initiate the backfill process. Timeline The six month time frame will begin on August 15th and will continue on until the end of January, 2017. Specific Timing The customer base has been split into the following groups with times scheduled for deployment. If you intend to recreate the fields and initiate the data backfill process, here is the schedule for when you can recreate those fields: Group Customers Date Range of Deployment Group 1 Account String Begins With: 1, 2, 3, 4, 5, 6, 7, 8 or 9 August 15th to August 31st Group 2 Account String Begins With: A, B or C September 1st to September 30th Group 3 Account String Begins With: D, E, F, G, H, I, J, K or L October 1st to October 31st Group 4 Account String Begins With: M, N, O or P November 1st to November 30th Group 5 Account String Begins With: Q or R December 1st to December 31st Group 6 Account String Begins With: S, T, U, V, W, X, Y or Z January 1st to January 31st How to locate your Account String In your Marketo instance, navigate to Admin > Landing pages. You’ll see your Account String listed right in the middle of the screen. Scheduling Requests Marketo understands that this change could be an inconvenience and specific timing may be needed for our customers to plan accordingly. If you have a different time within the 6 month window that works better for your company, please reach out and we’ll accommodate as best we can. You can reach Marketo Support through the Support Portal, by email, or over the phone. Specifics on how to contact Marketo Support can be found here: Contact Marketo Support Info Needed for Scheduling Requests. What your preferred dates are. We’re happy to accommodate your schedule, so please be sure to tell us what that is. It’s best to give us a range or a few options of what scheduled dates work best for you, not just one set date. The details of your Marketo instance. In order to quickly identify your Marketo instance, we’ll need your Account String, which is a unique identifier for your Marketo instance. If you have more than one Marketo instance, please be sure to mention that and include the Account Strings for each one. Where to Go for More Information Recap Summary Now that the changes have been completed, and the deprecation date has passed, this doc will give you the overview of what has happened: Changes to Marketo Salesforce Sync - Recap Summary Frequently Asked Questions Check out our FAQ for the answers to the most commonly asked questions. Changes to Marketo Salesforce Sync – Frequently Asked Questions Overview Documentation This doc will give you a high level overview of what the configuration changes are and what to expect moving forward: Changes to Marketo Salesforce Sync - Overview Discussion thread We've created this discussion thread in the community to address any questions you may have. This discussion thread will be monitored by the Marketo team to ensure you get answers to your questions. Changes to Marketo Salesforce Sync – Questions and Discussion Under the Hood Documentation This doc will give you all of the nitty gritty details of exactly what is happening. If you're looking for in depth technical details, this is the go-to doc to check out! Changes to Marketo Salesforce Sync – Under The Hood Recreating Affected Fields There are different versions of Salesforce, but don't worry, all of the details on how to recreate the affected fields as well as a video tutorial can all be found in the documentation here: Adding Marketo Fields to Salesforce Preventing Problems In Salesforce Recreating the new fields in Salesforce can cause your Workflows, Apex Triggers, Reports and AppExchange apps behave differently. They'll need to be updated and this doc will show you what to watch out for: Changes to Marketo Salesforce Sync – Preventative Troubleshooting Contact Marketo Support If you would prefer to talk to someone live, please contact Marketo Support over any of the channel listed here: Contact Marketo Support

Included in this Article: Overview Email Reports not Being Sent Check Report Preferences Fewer Leads than Expected Check Personal Regions Settings Cross-Domain Tracking Data Includes Own Company Overview All RTP users should be receiving a monthly and quarterly Summary Report. This email evaluates the performance of campaigns and recommended content and compares it to that of the previous month or quarter. Performance is based on click count and number of visitors converted to known leads, whether direct or assisted. Direct leads are visitors that clicked on a campaign or a piece of recommended content and filled out a form in the same visit. Assisted leads are visitors that clicked on a campaign or a piece of recommended content and filled out a form in a separate visit, up to 6 months in the future. If you would like to unsubscribe from the Summary Reports, see this article. Otherwise, several potential issues with Summary Reports are outlined below along with their potential solutions. Email Reports not Being Sent Check Spam Folder As a first step, try checking your spam folder. It's certainly possible that the email reports did not make it past your email client's spam filters. Check Report Preferences In your RTP settings, you will be able to enable or disable email reports. If you are expecting reports but not receiving them, it is possible the reports were disabled in your preferences. To check: Go to User Settings Check the Email Report settings at the bottom of the page Make sure to check the box for Summary Report and whether you would like a monthly or quarterly (or both) report. This page is also where you will be able to manage any other RTP email reports you wish to be subscribed to. Fewer Leads than Expected Check Personal Regions Settings Another page to check is the Personal Regions page. This page will allow you to display data in the Web Personalization platform and send email reports only related to the specified regions. In User Settings, click the Edit Regions button This should take you to the Set Personal Regions page: On this page, you will want to verify that any region you may have leads in is checked (marked as included in your Personal Regions). If regions that you have leads in are not included, the Web Personalization platform will not display data from that region or include it in the email reports. This means that if you have leads that are not included in your Personal Regions, their activity will not be included in Summary Reports. Cross-Domain Tracking If the visitor is shown a recommendation on one domain, but the recommended content is hosted on a different domain, two different sessions will be recorded. This divides the visit into two sessions: The click on the link to the recommended content, on the first domain The content itself and the form fill-out, on the second domain Because the click and the form fill are in two different sessions, the lead will be recorded as an Assisted Lead rather than a Direct Lead. This applies for both top-level domains (firstdomain.com and www.seconddomain.com) and sub-domains (pages.domain.com and www.domain.com/new_page). Cross-domain tracking will ultimately skew your metrics towards more Assisted Leads. To reduce the impact of this limitation, keep content recommendation and the content itself within the same domain when possible. Data Includes Own Company Clicks and visits from your own company can significantly skew your summary data, as your own employees may be visiting the company website on a daily basis. Because of this, it is important to exclude your own company from the organizations contributing to your Web Personalization data. To do this: Go to your Account Settings Scroll to the bottom of the page to find the Exclude IPs field In order to exclude your company's traffic from your data and reports, you will need to know the outbound IP address of your company's network. You should be able to obtain this information from your company's IT department. Once you have your company's outbound IP address, enter it into the Exclude IPs field and press

FAQs Included in this Article: Overview How clicks on Web Personalization assets and campaigns are recorded in the activity log How often does Web Personalization sync with Marketo Is it possible to sync multiple Marketo instances with one Web Personalization account What custom field types are supported What is a unique visitor in Web Personalization What is the time zone setting on the Marketo Web Personalization server that is used to count impressions Overview Your Marketo instance and your Web Personalization instance end up interacting and transferring data in many different ways. Below are answers to some of the most frequently asked questions about Web Personalization's integration with the Marketo instance. How clicks on Web Personalization assets and campaigns are recorded in the activity log These activities are recorded as the 'Data Value Change’ Activity Type. The fields 'Web Personalization Assets’ and 'Web Personalization Campaigns’ are changing all the time to include all the assets and campaigns the lead clicked on. How often does Web Personalization sync with Marketo Lead data gets synced every 5 minutes Data regarding programs and smart campaigns is synced every 15 minutes Is it possible to sync multiple Marketo instances with one Web Personalization account Currently, there is no way to do this. Each Web Personalization account will be tied to one account in Marketo and vice versa. What custom field types are supported All field types are supported except for Formula fields. For more information on custom field types, visit Custom Field Type Glossary - Marketo Docs - Product Docs What is a unique visitor in Web Personalization A unique visitor refers to an individual that has visited your web page, regardless of how often they visit. For example, when an individual goes to your web page on Tuesday, then again on Wednesday, this is recorded as two visits from one unique visitor. What is the time zone setting on the Marketo Web Personalization server that is used to count impressions The server is set to record data in U.S. Central Time (CT), but the time stamps you will see in the UI are based on your local time zone. Very rarely, a visitor might show up twice if they visited on separate days according to CT but not your time zone.

FAQs included in this article: Does RTP comply with EU privacy laws? Does the RTP tag call Wistia or YouTube? Does the reverse IP lookup process return an email address for anonymous visitors? How is data managed in terms of encryption access? How long is a visit session Is it possible to host the RTP javascript on my company's server? Is it possible to use the RTP tag on secured pages (https)? Can RTP campaigns be blocked by Ad blockers? Is traffic from known bot user-agent strings removed from the dataset? Can jQuery Be Disabled from the RTP Tag? What are the differences between the RTP tag versions? What data is stored in the trvw.uid cookie? What specific data are gathered through the reverse IP lookup process? RTP Tag - Best Practices TRW and MSG calls are not showing up in the console. Is it possible to blacklist companies in RTP? Does RTP comply with EU privacy laws? RTP complies with Marketo’s legal policies that can be reviewed here: marketo.com/company/legal/. This will be updated appropriately by our Legal department based on any upcoming laws. Does the RTP tag call Wistia or YouTube? RTP only loads the Wistia or YouTube API when the RTP script discovers a Wistia or YouTube video embedded on the page. How does RTP collect data on visitors? Please see RTP - How does RTP collect data on visitors. Does the reverse IP lookup process return an email address for anonymous visitors? No, a reverse IP lookup cannot return an email address. How does the RTP javascript work? Please see: RTP - How does the RTP javascript work. How is data managed in terms of encryption access? RTP functions on secure websites (https). RTP conforms to all of the security and data encryption standards of Marketo. The only data RTP pulls from a visitor’s input is an email address, which it passes securely over SSL to RTP’s Leads table. If the page is using an unsecured form submit (non-SSL) RTP will not use SSL either, since the email address is already being passed without encryption. The RTP cookie is not encrypted, as it uses a GUID (Globally Unique Identifier) for RTP use only. RTP validates that the cookie has been created and sent properly, and blocks any illegal values. The system tracks and engages via a REST/JavaScript that runs on the browser. The tracking calls are via http or https, depending on the browser authentication. The back office is via https and requires authentication and role association. The data-center is managed by Marketo’s operations and its security team. How are JavaScript cross-site scripting attacks mitigated by RTP? We mitigate cross-site scripting attacks by employing user input filters on the server side. Based on the application logic and data location they either: Block the entire request which contains potentially malicious user input. Filter out potentially malicious input. Encode entire user input to ensure XSS attempt will not be successful. How long is a visit session We define a session as 30 minutes from the visitor's last click. Is it possible to host the RTP javascript on my company's server? We do not recommend hosting the JavaScript on another server for performance reasons. It is possible, but it is not recommended. Unlike Munchkin script, the RTP tag must have a very short loading time. If not the user experience might be affected and campaigns may have some latency. This is also the reason why we recommend inserting the tag higher in the code, right after the <head> tag. Is it possible to use the RTP tag on secured pages (https)? Yes. The RTP tag supports both and pages. Can RTP campaigns be blocked by Ad blockers? Please see:RTP - Can RTP campaigns be blocked by Ad or Javascript blockers? Is traffic from known bot user-agent strings removed from the dataset? Yes. We cover between 80-90% of known-bot user-agents and continually update the blacklist. Can jQuery Be Disabled from the RTP Tag? The RTP tag uses jQuery to assure that some functionalities will work properly on any page. However, if the jQuery causes issues with other parts of your website, we can configure the tag to disable it altogether. This can be done by the Marketo Support team because this advanced configuration is not accessible directly to customers. What are the differences between the RTP tag versions? Please see RTP - What are the differences between the RTP tag versions. What data is stored in the trvw.uid cookie? The trvw.uid cookie contains a VisitorID which is a GUID (Global Unique Identifier) only used by RTP to identify the web visitor for returning visits and historical behavior. What is the RTP limitation of the number of daily visitors with Munchkin2? RTP is not related to Munchkin. The move to Munchkin2 has no affect on the functionality of RTP. What specific data are gathered through the reverse IP lookup process? From the visitor’s visit on site in the session, we see information such as IP, page URL, search term and referral sites. From the IP address, we use Reverse IP lookup to match the organization name. From the Organization name, we match it with RTP’s propiertary firmographic data including: Organization name Industry Organization Group (Enterprise, SMB’s, etc.) Organization Location: Region Country State City Zip Code RTP Tag - Best Practices Install the RTP tag on ALL web assets. Including all domains, subdomains, landing pages, blogs etc. even if you do not intend to display campaigns on those assets. The reason for this is that we want to capture the entire customer journey. RTP tag is not sending clicks from IP URLs This is expected behavior. The RTP JavaScript does not send clicks from IP URLs, i.e: 63.251.134.57/ TRW and MSG calls are not showing up in the console. The tag is turned off. You can check this setting in Account Settings. Is it possible to blacklist companies in RTP? You can remove companies from appearing in your RTP reports, and from seeing campaigns - this is done through a support ticket request. Send them the company names or IP addresses you want to block from RTP campaigns and appearing the RTP reports.

Included in this article Overview The Issue The Explanation Overview Sometimes you'll see an organization show up as "ISP - Anonymous - Proxy" in your visitors list in RTP. The Issue RTP is a powerful product with an immense database, but not every ISP can be found. When we receive a visit from an ISP we can't identify, instead of omitting them from our results, we use the name "ISP - Anonymous - Proxy" and set the location to "United States. The Explanation Pretty much any free Wifi signal you find like at a library or coffee shop will be listed as an Internet Service Provider (ISP). The admins for that ISP service can configure their network in any way they would like, including whether they allow for identification of their network. If there is no data provided, there's nothing for RTP or any other service to gather. In that case, that's when you'd see the "ISP - Anonymous - Proxy" listing for a visitor in RTP.

Included in this article Overview Troubleshooting Checklist: Verify that you are using the most updated RTP tag version on your website. Verify that the RTP tag is the first script in the header of your pages – between the <head> </head> tags. Are you using a tag Manager? Check the campaign itself. Overview Sometimes you may experience latency when your RTP campaign displays on your webpage and pages appear to load slowly. The following checklist will help you find issues that may be contributing to campaign latency. Troubleshooting Checklist: Verify that you are using the most updated RTP tag version on your website. Go to your website > Right click on the page and select "View Page Source" > Search for 'RTP' to find your tag. Verify that this tag matches the code provided for your instance. You can find more information on finding your RTP tag here. Verify that the RTP tag is the first script in the header of your pages – between the <head> </head> tags. If the tag is not in the recommended placement, follow the documentation on deploying the RTP tag. Moving the tag to the recommended placement will resolve most latency issues. Are you using a tag Manager? Using a tag manager for your RTP tag is known to affect campaign performance. If you are experiencing campaign latency while loading the RTP tag via a tag manager, we recommend moving the tag into the code itself. You can find more information on deploying the RTP tag here. Check the campaign itself. Campaign customizations that load additional content can contribute to increased RTP campaign loading times. For example, a campaign with an embedded Marketo form may experience a small delay as the campaign loads the form from your Marketo instance, so it's one code loading another script, which then loads another. That can cause latency while the browser catches up, so the simpler you can make the code, the better.

Included in this article: Overview Missing or Extra Headers Issues with Quotes Invalid Characters Invalid Country or State Names Overview The Named Accounts feature is a way to target your RTP Campaigns to specific Accounts in a Segment. It's a powerful tool for targeting specific organizations, but you may encounter errors when uploading the list of Accounts you wish to target. This doc will go over over the most common problems experienced when trying to upload a CSV file to a Named Accounts list. To learn how to upload a Named Accounts list, follow this article. Missing or Extra Headers The first line of your CSV file should be, in order: Name, Domain, Country, State. Make sure there are no extra columns or white spaces at the end of the line. See the screenshot below for an example of how to format your headers Issues with Quotes Occasionally Excel will use curly quotes, which look like these: “ ”. However, curly quotes are not recognized by the uploader, instead the uploader will recognize straight quotes like these: " ". Any curly quotes will need to be replaced by straight quotes to resolve any uploading issues. To do this: First, make sure your file is saved as a CSV file (.csv) and not an excel file (.xlsx) Right click on the file to open the CSV file using a text editor (ex. Notepad, TextEdit, etc) Find and replace both opening (“) and closing (”) curly quotes with a regular quote (") Invalid Characters This error is caused when there is an invalid character in the CSV file that you are trying to import. This is particularly common in CSV files using non-English characters. To rectify this, make sure your CSV file is UTF-8 encoded. By default, Excel encodes characters in ANSI format, so if your file has non-English characters in it, you will need to convert it to UTF-8. You can do this in Notepad or similar text editors using the following steps: Open the CSV file in the text editor and click "Save As" Save as type: All Files (Make sure you include the .csv file extension in the file name) Change the Encoding to UTF-8 Invalid Country or State Names If the location columns are in use (they are optional), check to verify that the countries and states are input in the correct way: Country names should be either the full country name, or its two digit country code. Ex: United States or US State names should just be their two digit state code. Ex: CA, NY, OR Make sure that only US states are included in the 'State' column. Named Account lists do not support other countries' states or provinces.

Included in this article Overview Have you ever wanted to have an RTP campaign only show up on specific pages? This article will go over the steps needed to make an RTP campaign do just that and only show up on certain pages. Specifying a Target URL When editing a campaign, there is a section labeled "Target URL" (right under where you choose the Segment the campaign uses). This is where you can specify the URL(s) you would like to display the campaign on. Adding Multiple URLs If you would like to include multiple pages you can use the green plus button to open the multiple value entry option.

Issue Description Getting the following error when trying to push leads to Salesforce as members of an SFDC Campaign. Failed: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY: RHX_PRO_NQ.RHX_PRO_CampaignMember: execution of AfterInsert caused by: System.QueryException Issue Resolution This error is generated from Salesforce when the Marketo Sync User does not have permission to view the members of a particular Campaign in SFDC. In this case, you can try manually adding one of these Leads as a Campaign Member in SFDC while logged in as the Sync User. Also, check with the Salesforce Admin for the required permission for accessing the associated SFDC campaign. Who This Solution Applies To Customers integrated with Salesforce Is this article helpful ? YesNo

Issue Description When examining a lead's activity log, you notice a Sync Error which reads "CANNOT_EXECUTE_FLOW_TRIGGER: The record couldn’t be saved because it failed to trigger a flow. A flow trigger failed to execute the flow with version ID ______________. Flow error messages: An unhandled fault has occurred in this flow. An unhandled fault has occurred while processing the flow. Please contact your system administrator for more information. Contact your administrator for help." Issue Resolution That error message is generated by Salesforce when Marketo tries to sync a lead that does not meet a trigger flow rule that is setup in your Salesforce instance. Marketo has no visibility into this error message other than what is returned by Salesforce. Please take the full details of this error message to your SFDC Administrator or Support. They will be able to identify the flow or process which is preventing the sync update and make any necessary adjustments. Who This Solution Applies To Customers integrated with Salesforce

Included in this article Overview Embedding Videos into RTP Campaigns Overview RTP will allow you to embed a form into a campaign, but what about videos? That can be done too! Embedding Videos into RTP Campaigns To embed videos in your RTP Campaign, you will first need to get the embed code or iFrame code information for the video service you are using. We have links to instructions for some common video players below. YouTube Vimeo Wistia Kaltura Once you have the necessary code, open the RTP Campaign Editor, click on the HTML icon to open the HTML Source Editor, and paste the embed code into the campaign.

Issue Several types of fields in Marketo have requirements for the type of data that can be stored, as well as the limit to how much data can be contained in that field type. The Custom Field Type Glossary can tell you what fields are available, and this article will show you details on the type and maximum limits for those fields. Field Types & Limits Boolean Can only be set to “true” or “false” (stored in the database as 1 or 0). Currency Maximum value of 9223370000000000000. Will be displayed with the currency set in your instance under Admin -> Location. Date Must be formatted “MM/DD/YYYY”. Datetime Must be formatted “MM/DD/YYYY HH:MM:SS”. Email Must be a properly formatted email (user@example.com). Float Can include decimals up to the hundredths place. The value will round to the nearest hundredth (eg. 99.999 rounds to 100, 99.985 rounds to 99.99). Maximum value of 10000000000. Formula See this guide: Create and Use a Concatenated String (Formula) Field Integer Values are limited to between -2147483647 to 2147483647. Percent Must be a full number without decimals. Maximum value of 9223370000000000000. Phone Can have letters, numbers, or characters. Maximum of 2,000 characters. Score Maximum score of 2147483647. If the score is increased higher than that, the score will reset to -2147483647. String Can contain letters, numbers and special characters. Limit of 255 total characters Text Area Can contain letters, numbers and special characters. Limit of 65,535 total characters URL "http://" will automatically be appended to the value if the value doesn't have that prefix or "https://" already. Does not have to be formatted any further (Generic top-level domain not required).

Issue Would a requested campaign via API show in activity log if filtered? Ex: You request a campaign, and the lead does not qualify due to a filter. Will the activity log show the request occurring? Solution Yes, the request will show no matter if the lead runs through the flow or not. The request campaign action will be recorded, but the lead will not go through the flow steps if they do not meet the requested campaign's Smart List requirements.

Issue Data in Email Performance Report does not match with data in Email Insights Solution Email Insights does not update in real time and can take up to 24 hours to reflect data. Check if the email is an Operational email, sent via a batch campaign or Trigger campaign. In Email insights, by default, the email communications only show Batch campaign and not Operational Emails or email sent by Trigger campaign. To show operational email and emails sent by Trigger campaign, Click on the Gear icon on the top right corner Select Personal Check Email communication to include Operational Emails and Trigger. This will display the data as per your Email Performance Report. If there are discrepancies even after changing the settings, create a support ticket as a data back-fill may need to be performed.

Issue Description When trying to import a list of people into Marketo via a list import, their names are being left blank despite being listed clearly in your CSV. Example CSV headers: NAME Email John Smith JS@email.com Smith John SJ@email.com Greg Jones GJ@email.com Issue Resolution Full Name is a system managed field that is blocked from being updated by list imports. You will want to split the one column of Name, into two columns of First Name and Last Name. This document from excel shows how to split the one Name cell into two different cells. https://support.office.com/en-us/article/Split-a-cell-f1804d0c-e180-4ed0-a2ae-973a0b7c6a23

Issue Description Upon reviewing the activity log of a record you've noticed their activity log seems to be missing data. Usually the activity type is a "Change Data Value" and the details show "Missing history details". If you double click on the activity nothing happens, there is no Activity Details popup window. Issue Resolution This message appears in the activity log when the characters in a field exceed the maximum number of characters allowed in that field. Basically you've hit the character limit for the field. The character limit is 60,500 character. The resolution is to reduce the number of characters in the field. Also evaluate if you need all the information in that field and optimize so that the character limit is not met.

Issue Issue Description You noticed that there are form actions missing from the Form Actions dropdown. The following options should be missing: Approve Draft (If form is in a draft state) Preview Clone Form Embed Code Preview Draft (if form is in a draft state) An example of this dropdown may appear as: Solution Issue Resolution This is due to the form having been created using an outdated version of the Marketo Form Editor. You may want to consider re-creating this form with the current Marketo Form Editor, and archiving the outdated form. Keep in mind that if you archive the form, you will want to reference the new form in smart lists and smart campaigns.

Included in this Article: Overview In the Web Personalization platform, you defined a campaign that included certain pages, but you are seeing the campaign appear on pages that you didn't intend them to appear on. Below, we will describe what might be the issue and how to solve it. Why This Happens When defining a segment using the "Specific Pages" parameter, every visitor that views this page will be matched to that segment. Once this happens, the "sticky" campaign will be triggered and will be displayed on every page that includes this Zone id parameter. After the visitor is matched to the segment and the campaign is triggered, the segment is not taken into consideration anymore, so this visitor will keep seeing the campaign every time the Zone id exists on the page. Two Ways to Fix this Problem Set the campaign as "Not Sticky" This will make the campaign show up only once per session, and only when visitors are viewing the specific pages defined in the segment. Go to the Campaigns page Edit the existing campaign Uncheck the box for "Sticky" Use a dedicated Zone id that exists only on the page(s) to include in the campaign In Zone campaigns are displayed in a particular zone in a website, designated by the Zone id. Find "Zone id" in the campaign editor Then, give the campaign a Zone id corresponding to a unique div ID tag on the desired site(s). This will ensure that once a visitor matches the segment and visited this page once, they will keep seeing the Call To Action (CTA) on this page.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Changes to Marketo Salesforce Sync – Release Schedule

Troubleshooting Web Personalization (RTP) - Summary Report Issues

Web Personalization - Marketo Integration Questions

Web Personalization (RTP) - RTP Tag, API, and JavaScript FAQs

Web Personalization (RTP) - Organization showing ISP - Anonymous - Proxy

Troubleshooting Web Personalization (RTP) Campaign Latency

Web Personalization (RTP) - Common issues when uploading Named Account Lists

How To: Web Personalization (RTP) Make a campaign show up on specific pages only

CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY

SFDC Sync Error: Cannot Execute Flow Trigger

How to Embed Video in a Web Personalization (RTP) Campaign

Marketo Field Limits by Field Type

Lead Shows Requested Campaign in Activity History But Did Not Go Through Campaign

Discrepancies between Email Performance Report and Email Insights

“Change Score” Flow Step activity is not recorded or missing

List Import fails to update Full Name Field

"Missing History Details" in Activity Log

Missing Form Action Options in Older Forms

Is there a way for a user to see or pull which users used data towards their daily Bulk API usage?

Troubleshooting Web Personalization (RTP) – Campaigns Appearing on the Wrong Pages