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

Issue You would like to have a list of leads who will get blocked from receiving emails when you send email via campaign or program due to Communication Limits. Your Communication Limit setup can be found in the Admin Panel and looks something like this. This is a article attached image Solution You can create a Smart List with the below setup and this list will show you the list of the people who will hit communication limit when you try to send an email. This is a article attached image To learn more about Communication Limits and how they work, you can review this article.

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. 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.

To enhance the stability of Marketo’s email assembly infrastructure, we are disabling some Velocity Script functionality on June 14, 2019. What change is being made? The following Velocity Tools will permanently be disabled for use in email script, on June 14, 2019. My Tokens: classTool contextTool resourceTool Some common use examples of these tools include: $class. getClass() $context. When are these changes taking effect? These changes will take effect in the June 2019 Release on June 14, 2019. How did it work before? The way Velocity Tools are used in your email scripts is highly dependent on the structure of your code and varies on a case-by-case basis. To identify how you are currently utilizing Velocity Tools in your email design, please consult directly with your developer. Documentation on each tool can be found on Apache’s website at the links below: classTool : https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ClassTool.html contextTool: https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ContextTool.html resourceTool: https://velocity.apache.org/tools/devel/apidocs/org/apache/velocity/tools/generic/ResourceTool.html Why is this changing? We regularly review our infrastructure to ensure it meets the highest standards for stability and security. During a recent review, we identified that a small subset of Velocity Tools could potentially impact the health of our message assembly servers, and as a result, we made the decision to disable these permanently. What do I need to do? If you are currently using Velocity Tools in your email scripting, you will need to review and update your script to use alternate methods before June 14, 2019. Documentation on supported Velocity Scripting can be found on our Developers’ site at http://developers.marketo.com/email-scripting/. Any email script tokens still referencing Velocity Tools after the June 14, 2019 deadline could fail to compile, resulting in emails not rendering as expected or complete send failure. We have identified impacted customers using these Velocity Tools and will alert them individually via Marketo Notifications. Considering the customized nature of Velocity Scripting, Marketo Support is not able to assist with the authoring or troubleshooting of custom code. Please reach out to your developer for assistance. If you no longer have access to a technical resource, you may also contact your CSM to coordinate a scoping call with our Professional Services team.

Importing lists containing non-English names into Marketo may replace accented characters with invalid ones, often squares or non-alphabetical signs. The "character set" parameter identifies a character encoding, which is a method of converting a sequence of bytes into a sequence of characters. This conversion fits naturally with the scheme of Web activity: servers send HTML documents to user agents as a stream of bytes; user agents interpret them as a sequence of characters. The conversion method can range from simple one-to-one correspondence to complex switching schemes or algorithms. It is a good practice to set the browser to an appropriate character set before running the import. The most widely used are: Unicode (UTF-8) A universal character set that defines the characters included in a majority of the languages of the world. It can work with pages and forms that include a mixture of languages within the same page. Note: Old browsers may have an issue with you using the UTF-8 character set. It may be wise to consider ISO-8859 for old releases. ISO-8859-1 Also know as Latin1, includes the latin based languages of the world. It includes most western european languages. ISO 8859-1 Western Europe ISO 8859-2 Western and Central Europe ISO 8859-3 Western Europe and South European (Turkish, Maltese plus Esperanto) ISO 8859-4 Western Europe and Baltic countries (Lithuania, Estonia, Latvia and Lapp) ISO 8859-5 Cyrillic alphabet ISO 8859-6 Arabic ISO 8859-7 Greek ISO 8859-8 Hebrew ISO 8859-9 Western Europe with amended Turkish character set ISO 8859-10 Western Europe with rationalised character set for Nordic languages, including complete Icelandic set ISO 8859-11 Thai ISO 8859-13 Baltic languages plus Polish ISO 8859-14 Celtic languages (Irish Gaelic, Scottish, Welsh) ISO 8859-15 Added the Euro sign and other rationalisations to ISO 8859-1 ISO 8859-16 Central, Eastern and Southern European languages (Albanian, Croatian, Hungarian, Polish, Romanian, Serbian and Slovenian, but also French, German, Italian and Irish Gaelic) Microsoft Internet Explorer Mozilla Firefox Apple Safari Google Chrome Opera Mozilla Camino (Mac OS X)

Issue What is the difference between mktNoTrack and mktNoTok? Solution Adding the mktNoTrack class to an email link tells Marketo not to add a tracking link to the URL. Without the tracking link, the recipient is not redirected through the tracking server before going to the target URL. Use this when you specifically don't want to track Clicked Link in Email events in the Marketo database. Adding the mktNoTok class to an email link tells Marketo not to add the _mkt_tok parameter to the target link. Used when the target link does not behave properly, for example, a mailto: link that should not have extraneous URL info or a static file that won't download when there are query parameters. The click activity will still be tracked, but the associated lead info will not be carried onto the page for use in functions such as form prefill.

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

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?

Here is a list of all the ways leads can get into Marketo. Marketo Forms On Marketo Landing Pages When leads fill out forms on your landing pages, they are automatically added to your Marketo lead database. Create a Basic Form Add a Form to a Landing Page Forms Deep Drive Marketo Forms On Non-Marketo Landing Pages You can "copy" the form HTML from Marketo, make slight changes and add it to your own website. Leads filling out these forms are also added to the Marketo lead database. Note, progressive profiling and form pre-fill are not available in this situation. Put a Marketo Form on a Non-Marketo Page Marketo Forms On Non-Marketo Landing Pages Using Iframes This method allows you to use a Marketo form on your own website without losing form pre-fill and progressive profiling. Put a Marketo Form on a Non-Marketo Page Using an Iframe APIs Using the SOAP API or JavaScript (Munchkin) API allows you to add leads directly into your database. Marketo Enterprise SOAP API Munchkin JavaScript API Calls List Import Import a list of leads into the Marketo lead database. Import a List of Leads CRM The CRM Sync will pull down and keep in sync any lead originating in the CRM system. Marketo Supported CRM Integrations Manually in the Lead Database A lead can also be created in Marketo manually. Create a Lead in Marketo Manually

Issue: Your Salesforce sync is not working because the password for your Salesforce sync user expired. You will see an error in Marketo saying: describeSObject failed - The users password has expired, you must call SetPassword before attempting any other API operations. Similar to this: Resolution: To resolve this error temporarily, you will have to change both your password and security token in Salesforce and then update these credentials in Marketo under Admin -> Salesforce -> Edit Credentials -> update both your password and security token in the 2 boxes illustrated below then press the Save button: To permanently fix this issue, you will need to change the password policies in Salesforce so that your password never expires in Salesforce. To do this, in Salesforce, go to Setup -> Administration Setup -> Security Controls -> Password Policies -> User passwords expire in -> Never expires -> Save for your "your_sync_user@domain.com" user in Salesforce: Please note this is a Salesforce setting and you should consult your Salesforce Admin before implementing this change 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

Marketo has so many ways to help your business grow, but it can be hard to know where to start. We want to help your team grow with you. Marketo offers a variety of ways to learn more about the uses for Marketo, starting from the very beginning. Check out what we recommend for those just starting out. Marketo University Online A fun, self-paced series of lessons in Marketo basics. Written material, videos, and check in quizzes make this a great way to learn everything you need to know to have a successful Marketo instance. Completing Marketo University Online will also help prepare you to successfully pass the Marketo Certified Associate exam, which helps to ensure mastery of Marketo basics. Core Concepts I One of our most popular instructor-led trainings, Core Concepts I is designed for those looking for a more interactive, hands-on approach to learning the basics. It covers email send programs, A/B testing, email personalization, basic forms and landing pages, and more. Participants will have the opportunity to interact with a demo Marketo instance and get live answers to their questions from our experienced instructors. Free Training Videos Our online free training videos are another easy way to learn at your own pace. Videos are available for skills ranging from beginner to advanced and include brief check in quizzes to test understanding of the material. Our Marketing Fundamentals videos are recommended for those who are new to Marketo.

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

Included in this article Overview How to identify potential issues How to identify your MSI version Where to get the newest version of MSI How to know it worked after upgrading Where to go for more information Marketo Resources Salesforce Resources Is this article helpful ? YesNo Overview Salesforce has recently introduced Shield Platform Encryption which encrypts a set of standard fields across various page layouts. Some customers with Marketo Sales Insight (MSI) installed have been experiencing issues when enabling this encryption. The Marketo development team has upgraded the MSI package and launched a redesigned version (version 1.4359.2) that is fully compatible with Salesforce’s Shield Platform Encryption. How to identify potential issues When trying to enable Shield Platform Encryption with an older version of MSI, Salesforce will send you a failure notification email. The notification email will read: “Encryption enablement has failed for the following fields: Account.Account Name: Apex Class: BestBetsViewEditRecreate_Controller, line 1234, column 38: encrypted field 'Name' cannot be filtered in a query call Apex Class: BestBetsViewEdit_Controller, line 1234, column 38: encrypted field 'Name' cannot be filtered in a query call Apex Class: MarketoAnalyzerController, line 8, column 21: encrypted field 'name' cannot be filtered in a query call See this page for information about why enablement can fail: help.salesforce.com/HTViewHelpDoc?id=security_pe_validation_errors.htm&language=en_US Thank You, Salesforce Developers developer.salesforce.com” If you receive this email, you’ll need to upgrade to the newest version of MSI. How to identify your MSI version The newest version of MSI that is Shield Platform Encryption compatible is Version 1.4359.2. If you currently have an older MSI version installed and enable the Shield Platform encryption, you will be affected by this change and need to upgrade to the newest version of MSI. To check what version of MSI you’re currently using, navigate to Admin > Sales Insight, then look for the Version info in the Status box in the middle of the page. Where to get the newest version of MSI The newest version of MSI is available now on the Salesforce AppExchange and you can find it right here: Marketo Sales Insight - Prioritize sales leads and close deals faster - Marketo - AppExchange How to know it worked after upgrading Once you’ve upgraded your MSI package, you’ll be all set! However, there’s an easy way to verify and be sure that it’s working properly with the new Shield Platform Encryption. After upgrading MSI, when enabling the encryption you will receive another notification email from Salesforce, but this one is your confirmation email that it was successful. This success confirmation email will read: “Encryption has been enabled for the following fields: Account: Account Name Contact: Name Thank You, Salesforce Developers developer.salesforce.com” Where to go for more information If you have any trouble with this along the way, here are some resources for you to get help. Marketo Resources Newest MSI AppExchange Package: Marketo Sales Insight - Prioritize sales leads and close deals faster - Marketo - AppExchange Upgrading MSI for Salesforce1: Upgrade Marketo Sales Insight for Salesforce1 - Marketo Docs - Product Docs If you have any trouble with your MSI package, please feel free to reach out to Marketo Support by any of the methods listed here: Contact Marketo Support Salesforce Resources Salesforce has information available online to help you with their Shield Platform Encryption. Salesforce Shield Platform Encryption demo: Demo: App Cloud - Salesforce.com Salesforce Shield Platform Encryption Implementation Guide: resources.docs.salesforce.com/202/latest/en-us/sfdc/pdf Salesforce Shield Platform Encryption Setup Guide: Set Up and Manage Shield Platform Encryption Unit | Salesforce

Issue You have sent out an email, and the Link Performance and Email Performance reports are showing clicks on the unsubscribe link in the Clicked Link numbers. Solution Typically Marketo automatically omits clicks on unsubscribes, but that only happens in certain situations. If the email has a link to the unsubscribe page hard-coded in the email (or template) HTML, Marketo will see it as a simple link, like any other link, and will include it in reporting as a Click Link activity. Marketo will only automatically omit clicks on unsubscribe links when either the {{system.unsubscribeLink}} token or the default email footer is used in an email. These links will will show up as Unsubscribes instead of link clicks.

Issue When data is synced to Marketo from lookup fields in Dynamics, the unique record GUID is put in the Marketo field rather than the name of the referenced record. Solution In Dynamics, the data stored in lookup fields is actually the unique ID of the referenced record. Since the record that is being referenced is also in Dynamics, the UI is able to display the name of the record rather than its unique ID. However, when the data for those fields is pushed to Marketo, it is still the unique IDs that are synced over, so you will see the long string of letters and numbers in the associated Marketo fields, and not the name of the records. A workaround for this behavior is to: Create custom fields in your CRM for each of the lookup fields that you intend to sync. Create a workflow in Dynamics that populates those fields with the name of the referenced record, and stores it as a string of text. When those fields custom fields are synced to Marketo, the data will be displayed as the text that you want instead of the unique IDs. Who This Solution Applies To Customers integrated with MS Dynamics

Issue You need a working certificate to put in the Single Sign-On section of Admin to get your SSO working. Solution Pull the information contained in the tags: <ds:X509Certificate> . Copy and paste the text into a plain text file (Not a Word doc) then give it an extension of .cer or .cert. You should then see it displayed in file explorer with a certificate icon rather than a txt icon. When you double click to open the certificate, you should see a window open with three tabs (General, Details, and Certification Path). Click the details tab and choose "Copy to File...". Walk through the guided steps choosing "Base-64 Encoded" when given the option and give the file any name you want. The certificate generated from this process can be uploaded into the Marketo admin section for SSO.

Issue You are using a formula/look-up/reference field in Salesforce, the field is synced to Marketo, but you are not seeing updates sync from Salesforce to Marketo. Solution When a SFDC formula/look-up/reference field is updated, the SysModStamp does not update. The SysModStamp is how the sync knows which record (Marketo vs SFDC) is more up to date. You can think of the formula/look-up/reference field like a window to a different value. If the value inside the window changes, that does not queue the record up to be synced. But if the record is queued up to be synced due to another update made to the record, like changing first name, then the current value inside the window will sync down to Marketo. To avoid this delay in updating, you may wish to replace the formula or lookup field with a string field that has the appropriate value written to it by a workflow. Updates to SFDC string fields will always update the SysModStamp and queue the sync to Marketo.

Please ensure that you have access to an experienced JavaScript developer. Marketo Technical Support is not set up to assist with troubleshooting JavaScript. With a change to the Munchkin javascript, you can send web tracking events like page visits or clicked links to multiple instances of Marketo. The code below is for sending Munchkin events to two or more Marketo accounts. If the events need to go to only one Marketo account, you can use the Munchkin tracking code as-is from the Munchkin Setup part of the Admin section. Note: Marketo tracks visitors to your website by domain (ex. "marketo.com"). If your hosting this Munchkin script on a domain that's different than your primary domain (ex. "company.com"), those visitors will appear as anonymous leads until they fill out a form on that other domain. Add a parameter to the mktoMunchkin call -- altIds -- and include an array of the additional Munchkin IDs where these web events should go, as in the example below. You can include any number of altIds in the array, each separated by commas. In the example below, replace the highlighted Munchkin IDs ("XXX-XXX-XXX", "YYY-YYY-YYY") with the Munchkin IDs from each Marketo account where the tracking information should be sent. <script src="http://munchkin.marketo.net/munchkin.js" type="text/javascript"></script> <script>mktoMunchkin("XXX-XXX-XXX", { altIds: ['YYY-YYY-YYY', 'ZZZ-ZZZ-ZZZ'] });</script> Related Articles Adding Javascript Tracking Code to your Website (Munchkin)

Issue You have integrated Marketo and Facebook Lead Ads in Marketo Admin > Launchpoint, and your test form-fills are not appearing in the Marketo Lead Database. Solution Occasionally the integration between Marketo and Facebook needs to be re-authorized. This is one of the primary troubleshooting steps we start with in these situations. The instructions for re-authorizing are as follows: Navigate to Marketo Admin > Launchpoint, and take note of the Facebook User that is used in the Lanchpoint integration, Log into the Facebook Business Account, and navigate to the settings where the Admins are added/removed Remove the User, and save changes Re-add the User back to the Business Account as an Admin, save changes Navigate back to Marketo Admin > Launchpoint, and edit the Facebook Lead Ads integration, Proceed with 'Next' to view the Facebook Account, and click 'Re-Authorize' The final step after this would be to attempt another form-fill on a Facebook form to see if the activities are appearing in Marketo.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Identify Leads That Have Reached Their Communication Limit

I Didn't Receive an Email that I Sent

Unsupported Velocity Tools Disabled in June 2019 Release

Configuring Encoding for Imports

The Difference Between mktNoTrack and mktNoTok

Not seeing Lead ID as a Smart List Filter

Restricting Sales Insight Actions with SFDC Permission Sets

Top Blacklists – What You Need to Know

How Do Leads Get Into Marketo?

How to fix my sync if the password for my Salesforce sync user expires

SFDC Sync Error: Cannot Execute Flow Trigger

Education Resources for New to Marketo Users

FAQ: Marketo and Google Cloud Alliance

Newest MSI Version is Compatible With Salesforce Shield Platform Encryption

Unsubscribe clicks showing in Email Click Link Reporting

MS Dynamics Lookup Fields Display Unique IDs in Marketo

Making a Usable SSO Certificate from a SAML Response or XML Metadata

Formula/Look-Up/Reference SFDC Field Not Updating in Marketo

Using Multiple Munchkin Tracking Codes on a Single Page

How to Re-Authorize Facebook Lead Ads