Knowledgebase

Question: I have leads that are getting created without providing information for fields which I have made required.   Answer: Marketo's field validation makes use of javascript. Most browsers have javascript enabled by default so this should be fairly rare, but a user could change their settings and turn javascript off. This would allow them to submit a form without providing all the required information.    This situation may also occur if a lead submits the first progressive profiling form and subsequently submits a second form with different questions, while also changing the email address (indicating either a different person using the same PC or the same person with two email addresses). Marketo will generate a new lead record, but it won't include the data captured in the first form. To identify if this is the case, examine the "Fills Out Form" activity and check if there is data submitted from a later progressive profile form. If so, this is likely the cause. To address this issue, follow these steps: Create a smart list with an Anonymous IP filter. Enter the anonymous IP address of the lead. The smart list may identify multiple records associated with the anonymous IP address. Merge or manually update the records as needed based on the identified information. By following these steps, you can reconcile the data and ensure that the lead records are appropriately managed.

Issue Description You want to push Marketo activities into MS Dynamics. Issue Resolution Marketo has the ability to push activities in SFDC, however, the same feature does not exist for MS Dynamics.  Instead, you can use Interesting Moments in Marketo Sales Insight to pass activities into Microsoft Dynamics. Who This Solution Applies To Customers using Microsoft Dynamics.

In late May 2011, the European e-Privacy directive went into effect in Europe. This directive legally mandates that websites tracking users with cookies must obtain explicit consent from the person before dropping the cookie. Marketing automation will become an even more powerful revenue engine when online participants feel safe about their data.  In addition to being given the option to opt-in to marketing and lead nurturing programs that are relevant to them, with the standardization of privacy protections, unsavory players will be cut out of the market. Businesses that are trusted will excel in this environment. What is a cookie? A cookie is a very small piece of software code that websites use to track visitors. What do these regulations mean? When asking permission, the website must be clear on what data is being tracked and how it will be used. A record of the permission confirmation action (e.g. clicking an agreement link) must be retained. What if I am based in the US? The regulations apply to all businesses and websites tracking European users. To be in compliance with the EU, American businesses must take reasonable measures to identify which website visitors are European and obtain their permission. The former EU’s commissioner for justice, Viviane Reding, is quoted as saying “Privacy standards for European citizens should apply independently of the area of the world in which their data is being processed,”. “To enforce the EU law, national privacy watchdogs shall be endowed with powers to investigate and engage in legal proceedings against non-EU data controllers whose services target EU customers.” gigaom.com/2011/03/17/u-s-web-firms-told-to-stick-to-eu-privacy-laws/ In addition to this new cookie tracking regulation, US businesses servicing Europeans should also be Safe Harbor certified. Safe Harbor ensures that American businesses are compliant with the European Commission’s previous Directive on Data Protection. export.gov/safeharbor/ What if I am a multinational corporation? The regulations apply to all businesses and websites tracking European users. Is this really a law? The European e-Privacy directive is EU law. However, it is not yet national law for all EU members. With EU directives, member states are required to enact national laws implementing the directive. Most member states have not implemented national laws requiring explicit consent for cookies. The exceptions here are Germany, Italy, and the UK (see next question). The national legislatures do not always move at the schedule ordered by the EU directives. This process could very well take many years to cover all of Europe. Marketo will continue to watch developments and update this FAQ appropriately. Is explicit consent already law in any EU country now? Currently, there are several countries that have enacted this law. Germany has had rules on the book requiring explicit consent before tracking by cookies for some time now. Indeed, in many ways the EU e-Privacy directive is designed to harmonize EU member state laws with Germany’s privacy laws. Because Germany already requires explicit consent and other EU countries are starting too, Marketo recommends that businesses begin compliance implementation now. The UK Department of Culture, Media, and Sport (DCMS) is currently developing specific guidelines for compliance with this law. So, while the law went into effect on May 25, 2011, in the UK, the DCMS has stated that they will not be enforcing the law until an unspecified date in the future. culture.gov.uk/news/media_releases/8051.aspx Italy has also enacted laws to comply with the EU privacy directive. Marketo will continue to monitor developments and update this FAQ document appropriately. What happens if I am not compliant? This is a major transformation in privacy protections that businesses worldwide will be adapting. Most countries in Europe, like Britain, have not yet released specifics on regulations. Until specific regulations are created, there will not be details on the penalties. It is likely that over time, EU penalties for non-compliance will increase. What caused this change? Over a long period of time, the EU member states have had different privacy laws. It is a stated goal of the EU to have uniform and cohesive privacy regulations. Is the change good or bad? This change will be good for companies that are able to compete by online trust and privacy protection. With the new privacy protections, consumers and B2B buyers will be able to easily compare privacy practices of businesses they are evaluating to engage with. Businesses need to start competing on how much they are trusted with subscribers’ data. Businesses that are good at online trust will benefit. Marketo believes that initiatives that encourage trust will benefit the online marketing ecosystem over time. Who are the experts in this field? Who are the leaders in this information? I.e. where can I get more info or how can I stay on top of this topic? Many Marketo customers are experts in building online trust and competing on privacy. Marketo’s Privacy team is dedicated to Marketo customers and provides know-how on best practices compliance. The Online Trust Alliance (OTA - otalliance.org/) is a great non-profit working to foster trust in online ecosystems. The OTA is tapped into the developing privacy trends in the EU and Washington as is a great resource for member companies. MAAWG (Messaging Anti-Abuse Working Group) is a regular gathering of the top experts in privacy and messaging abuse prevision. How can I become compliant? The key to compliance is explicit consent. Explicit consent means specific language on how you are marketing and tracking. Explicit consent also means that there must also be some kind of affirmative action (e.g. clicking) where the subscribers acknowledges their consent to marketing and tracking. A good example of this is where a subscriber provides consent by clicking which causes a pop-up box specifying what you will do with the subscriber’s personal data. It is important that you do not mix up consent wording with more general wording on your business policies. If you integrate consent language into your general, then highlight consent language and record the click making consent. Do I have to collect this explicit consent on the first page of my website? You can decide where to collect consent and then drop the cookie. Many websites will allow European visitors to browse some pages or sections of the website before “popping the question”. The idea in these cases is to enable the website visitor to see the value of the web content or services before asking for tracking permission. For example, you might want to pop the question after a European visitor has viewed a certain number of pages, spent a given amount of time on the site, or visited specific webpages. Are there exceptions to this requirement? The EU directive provides an exemption for cookies that are dropped to track shopping cart contents. Furthermore, in Germany, transaction messages or messages that are needed to do previously specified business are exempt from these opt-in requirements. It is likely that other EU counties will adopt similar exemptions for existing business relationships. What about my personal blog or our employees' personal blogs and web pages? The EU focus is currently on business compliance. It will be interesting to see how Europe approaches tracking and consent for personal web properties. How is going to affect users who visit websites? If you are in the US it probably will not affect you at most websites you visit. Europeans, on the other hand, will likely be asked for their permission often. Europeans will be better able to factor privacy protection into their business and purchase decisions. Is this likely to change in other places too? Will the US change its laws? US privacy regulations are almost certainly going to change over the next year. The FTC and the Commerce Dept have both launched major privacy initiatives. Some national US legislators have also proposed federal privacy laws. While the final version of US privacy rules are nowhere near finished, it is very likely that US privacy is changing. What are others saying about this? Different organizations are saying different things. For example, Yahoo is saying they are compliant already: online.wsj.com/news/articles/SB10001424052748703512404576208700813815570?mg=reno64-wsj&url=http%3A%2F%2Fonline.wsj.com%2Farticle%2FSB10001424052748703512404576208700813815570.htmlhttp%3A%2F%2Fwww.pcworld.com%2Fbusinesscenter%2Farticle%2F222640%2Fyahoos_offers_cookie_optout_button_ahead_of_new_eu_law.html What are the laws in the US? Are they different? The US does not currently have Federal baseline privacy laws. Many online tracking methods are not yet regulated in the US. This is changing, however, with major initiatives from the FTC, Commerce Dept, and legislators. How does this affect Google and Facebook? The EU has made statements indicating the Google and Facebook will be affected by this. Indeed, it sometimes seems that Google is every EU country's favorite example company to drag into court on privacy matters. Industry blog GigaOm summarized, some EU statements about “one senior European Union official making a broadside attack aimed at services such as Google and Facebook” here - gigaom.com/2011/03/17/u-s-web-firms-told-to-stick-to-eu-privacy-laws/ Does this affect only my website? Do my landing pages, social media profiles, or blogs, matter too? The EU regulations speak to any tracking by cookies independent of the nature of the web property doing the tracking. (Although, any cookies dropped to track shopping basket contents are exempt and in Germany, business interacting with existing customers are also exempt.) Will this mean I get less targeted advertising? Europeans that decline to opt-in will likely see less targeted advertising. Does this mean that marketing automation or companies like Doubleclick, Omniture, and Quantcast will go out of business? The EU privacy regulations create more need for marketing automation and web analytics companies. As businesses need to implement more sophisticated privacy protocols and compete on trust, they will turn to their marketing automation solutions to make it happen. Will web analytics work in the EU anymore? Of course. Businesses will need web analytics for the EU subscribers that choose to opt-in. They will also need web analytics on subscribers they do not cookie for things like testing different action flows to obtain consent. Web analytic solutions are good at analyzing both known subscribers and unknown visitors. Can I get in trouble if my marketing automation, web analytics, or other software does not comply and I am still using it? It is unlikely that EU courts will excuse lack of technical capabilities. Good marketing automation solutions will make this easy for customers to implement in the ways they want.   Can I not allow my website visitors to see my content unless they accept cookies? Sure. Business can decide what content to show or services to offer based on whether a subscriber has opted-in for tracking. Indeed, smart businesses will intelligently use content and services to entice subscribers to opt-in.

Issue Description You encounter the error "You do not have permissions to do this" in one of the following situations: When you are creating an email template, you click on the Validate HTML button When you are trying to edit an existing email   Issue Resolution This error is caused by Javascript in the HTML of the template. Email clients do not often allow <script> and Javascript in their Emails, so even though the email asset may be able to be approved, the email will present this error if attempted to be edited again or if you attempt to validate the HTML.   The solution in this situation would be to remove the <script> tag, including all Javascript, from the email HTML. After this, you should be able to edit the email or validate the HTML.   If you are unable to actually edit the asset, the workaround is to clone the asset.  If you clone the email, it can open in the editor and then you have the ability to remove the script. After this, the email will be good to go. Is this article helpful ? YesNo

Looking for the web address (URL) of an image or file you uploaded? Marketo's got you covered. 1. Go to the Design Studio area. 2. Click on Images and Files in the left menu and then click on the name of the file you want the URL to. 3. The URL is displayed on the details page. Right-click on the URL and click Copy​ in the menu that appears. You can also copy the URL by highlighting it with your mouse and copying it Give yourself a pat on the back for a job well done! What's Next: Replace an Image or File

Note: Marketo Technical Support is not set up to assist with troubleshooting custom JavaScript. If you need to modify JavaScript, please ensure that you have access to an experienced JavaScript developer. Is this article helpful ? YesNo   These instructions show you how to dynamically show the State field and make it required when a user selects United States or Canada as the country in a form.   Note: This solution will not work with progressive profiling enabled. We will work to improve it in the future

Issue You have Workspaces and Partitions in your instance, and a static list that used to contain certain leads is now missing those leads.  The leads still exist in the database and there is no "Remove from List" activity in the Activity History for the affected leads.     Solution This can happen when the workspace that contains the static list no longer has visibility to the partition that the lead record is located in.  The lead may have been moved to a different partition, or the partitions that are accessible to the workspace may have been changed. To confirm whether this is the case, do the following Go to Admin > Workspaces & Partitions and locate the workspace that contains the static list Confirm which partitions are accessible to that workspace Go to the lead record of one of the leads that was in the static list before but is not now. See which partition the lead is in currently. If the lead's partition is not accessible to the static lists's workspace, the lead will not show up in the static list.