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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 Description How do the links (both Marketo and Non-Marketo) populate in the dropdown of Visited Web Page trigger or filter? Issue Resolution These links are fetched from any of your leads' activity logs. The values in the dropdown of the "Visited Web Page" will show if there is any lead who visited a webpage and this webpage or link is stored in the activity log of the email (may be in past). It the expected webpage doesn't show up in the dropdown list, then none of the leads have visited that page at least once. You can create a test lead for yourself, visit the desired webpage to get this added in the dropdown.

Issue Description You are testing a new Trigger campaign, and your test records are meeting the Filters, but the campaign is still not triggering from the testing. Issue Resolution A likely reason that Marketo records do not process through Trigger Campaigns (with >1 Filters) when the record is performs the Trigger Action is because the record does not meet the Filter criteria. Records must have the Filter attributes established prior to the Trigger Action occurring. For Trigger Campaigns that are not triggering records because there is a delay in the Filter Attributes having the necessary data, Support will generally recommend a daily recurring Batch Campaign with the same Flow to catch and process those records that fall through the cracks, but there's another suggestion I could give you: turning filters into Remove from Flow flowsteps! Trigger Campaigns happen real time, but occasionally, a daily batch campaign is too long of a wait. But the purpose of this alternative workaround is to allow the attribute data be written on the records, but not to wait so long for the daily Batch Campaign to run. For example: You have a Trigger Campaign, with filters: [attribute] is True 1) Then you can take this Filter, remove it from the Smart List and turn it into a Remove from Flow flowstep with a choice: Remove from Flow: if [attribute] is False, then Remove from This Campaign. 2) This Remove from Flow flowstep will need to follow a Wait Step. The Wait Step needs to be long enough to allow the necessary Filter Attribute data to be written on the Marketo Record. So if the Filter Attribute Data comes through to the record about 45 minutes after the Trigger Action, then the first Flow Step should be Wait 1 hour. There's a 1:1 ratio for number of filters turned to number of Remove from Flow flowsteps. If there were 4 filters it would be turned into 4 flowsteps with the negative logic (shown in the above example) to then filter out records. 3) Finally, after the Remove from Flow flowsteps, the same Flow Steps will be used to carry out the desired actions on the record. It's a little complex, but it's a nice middle ground between Trigger, and Daily Recurring Batch. Who This Solution Applies To Is this article helpful ? YesNo

Included in this article Overview Troubleshooting Steps Verify Global Settings Check for CRE Excluded URLs Verify Content Being Recommended Make Sure the Page Has the RTP Tag Running Clear Your Browser's Cache and Cookies Overview The Content Recommendation Engine allows content assets to be promoted to visitors on your website. But what happens if it stops working? This doc will show you the common things to check and troubleshooting steps to try to get it working again. Troubleshooting Steps Verify Global Settings The CRE can be switched on or off for your entire RTP instance whenever you want. It's possible that another user may have switched it off and not turned it back on again (it happens more often than you'd think). To enable or disable the CRE globally, go to the Account Settings page and look for the Recommendation toggle switch. Full directions can be found here. Check for CRE Excluded URLs You have the ability to prevent the CRE from being added onto specific pages. If you have URLs excluded from allowing the CRE to be displayed, that would cause the CRE to no longer display on those pages. Many times the exclusion can be set and then forgotten, or set by a different user on accident. Directions on how to set up the exclusions can be found here Web Personalization (RTP) - How To Exclude or Include the CRE on Specific Pages Verify Content Being Recommended Content assets can be switched on or off to designate whether that content should be included in the CRE recommendations or not. Each piece of content can be enabled or disabled individually, but if you don't have any enabled at all, there's nothing for the CRE bar to recommend, so it won't even show up on the page. To check whether content is enabled, from the menu, select Recommendations In the Content Recommendations page, look for the Recommendations column. This will list out all pieces of content you have in RTP and display whether they are enabled or disabled. The Red box means it is turned Off and is disabled. The Green circle means it is turned On and is enabled. Make Sure the Page Has the RTP Tag Running The CRE is a feature of RTP, so if the RTP script tag isn't running on the page, there's no way for the CRE to work. The RTP tag can be implemented in many different ways besides by having it directly in the page's HTML, like having it in a tag manager. These other implementation methods can cause problems so be sure to follow the directions in the documentation here when setting it up: RTP Tag Implementation - Marketo Docs - Product Docs If you know for sure that the RTP tag is on the page, here's documentation on how to troubleshoot what could be keeping it from loading properly: Troubleshooting Web Personalization (RTP) - RTP Tag Clear Your Browser's Cache and Cookies Web browsers store cached data from websites, which can frequently cause old versions of webpages to continue showing even if a different newer version of the page should be loading instead. Try clearing both cache and cookies in your browser and then testing the page again. You can also test using a different browser.

Issue Issue Description Velocity scripted tokens are not displaying the default value in the asset if the information required for the token is not in the database. Solution Issue Resolution Email Script tokens are not designed to work with the {{my.token:default=Some Value}} syntax, which is for simple tokens. Rather, you must output the default value within the code (using #if/#else, $display.alt or any other conditions) then include just {{my.token}} in the email. Examples can be found here: https://developers.marketo.com/email-scripting/

Issue Description You want to measure who clicks a specific link that uses a query string from a landing page, but when you try to use this logic in a smart campaign or smart list, it tells you the URL can’t be found, even though you can see the URL embedded on the landing page. Issue Resolution If you are using the link "marketo.com/company/contact/?firstname=test", then you need to seperate the url into the link and the query string. The root domain (Link in the filter/trigger) will be marketo.com/company/contact/ and the query string (from Add Constraint dropdown) will be firstname=test. This will allow you to correctly track the links you are wanting. Make sure that you have the correct Web Page associated as a constraint as well. For a better understanding of what query strings are, they are the parameters that are preceded by the "?" in the url. Is this article helpful ? YesNo

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

On September 30th, 2021 we sunset our Sales Navigator integration with Adobe Marketo Engage Sales Connect. When we first built this integration, we aimed to deliver key insights to sellers that allowed them to identify the right customers to engage with. This continues to be our goal as we invest in Marketo Engage Sales Connect and deliver future innovations to drive value to both our marketing and sales users. The sunset is in part due to the planned deprecation of LinkedIn’s Company and Profile API’s which we currently use to support the integration. LinkedIn has decided to no longer support these API’s and has not provided any replacement. There will be no action required on your part and you can expect to see the tab removed in September 2021. Kind regards, Adobe

Issue You want to understand how Company IDs work within Marketo and how you can interact with these IDs, particularly when dealing with the Person's Company Object. You want to know: The nature and standard of the Company ID in Marketo. Can the Company ID be checked or modified by users without CRM or API integration? If people belonging to the same company share the same Company ID. How to update the Company Object information via the API for multiple leads associated with the same company? Clarification on which field should be used as the basis for updating Company Object information. Solution Marketo manages Company IDs using two distinct identifiers: Company ID: This is a Marketo-specific identifier that is used to organize the link between companies and people within Marketo. External Company ID: A hidden system field used in non-native company object integrations. The Company ID can be accessed through the {{company.Id}} token, while the External Company ID is not directly viewable in the UI. Note: The Company Object API endpoints are disabled when a native CRM integration is enabled in a Marketo instance. Accessing and modifying Company ID You cannot manipulate the Company ID or External Company ID fields from the Marketo UI. Any interaction or modification of these fields must be done through the Marketo API. Updating Company Object information via API When updating the Company Object for multiple leads belonging to the same company: Use the External Company ID or company ID to update the Company Object. Updating the Company Object with the External Company ID will apply the changes to all leads associated with that company. You can also update Company Object fields using the lead API endpoints. These changes will apply to all leads associated to the company. Steps for updating Company Object Create Company: Use the Marketo API endpoint `{{base_url}}/rest/v1/companies.json` to create a company with the necessary data. Create Person: Use the Marketo API endpoint `{{base_url}}/rest/v1/leads.json` to create a person associated with the company. Field Inheritance: Once a person is linked to a Company Object via the External Company ID, certain fields like Billing City, Address, and Postal Code are inherited from the Company Object and are no longer editable from the UI. Creating Fields on the Company Object: Contact Marketo Support to request the conversion of these person fields to company fields.

Included in this article Overview Why This Happens How to Fix it Overview Lead Partitions are used to put leads into different groups or "buckets". You can set up the lead partitions however you like, but sometimes you'll need to move a lead from one partition to another. The Product Doc here shows how to move the lead to the other partition, but what if the other partition doesn't show up as able to be selected? Why This Happens When setting up the workspace, you can assign lead partitions to those workspaces to limit which partitions are accessible. You'll need a campaign flow step to move the lead to the new partition, but if the campaign is being run from within a workspace that doesn't have permission to access that partition, then it can't "see" the partition at all and it won't show up as being able to be chosen. How to Fix it To fix this, you'll need to assign the lead partitions to the workspace. This will allow the workspace to "see" that lead partition. 1. Under Admin, click on Workspaces & Partitions. 2. Select your Workspace and click Edit Workspace. 3. Edit the workspace to add the partitions and choose the lead partition you want to move the leads to. Then click the save button. You should now see the lead partition in the selection field to move the leads. You can find more information about Workspaces and Partitions here Understanding Workspaces and Lead Partitions - Marketo Docs - Product Docs

Dear Valued Customers, This is a Root Cause Analysis for the service issue that occurred on November 20, 2017. Beginning at 12:10 PM, our systems experienced a network server disruption that limited the ability for users to log in to the Marketo platform. All Marketo services have been fully restored, and our analysis has confirmed no data was lost as a result of the disruption. When: Full Disruption: November 20, 2017, 12:10 PM – 2:56 PM PST Partial Disruption: November 20, 2017, 5:15 PM PST – November 21st, 7:59 AM PST Full Disruption Duration: 2 hours 46 minutes Service Impact: During the full disruption window, customers were unable to log in to Marketo. After service was restored on November 20, intermittent errors limiting Marketo functionality for a subset of users persisted through November 21. Cause: The source of the disruption was a network server failure. When our backup systems activated, a component of our secondary server was unable to take over operations due to a synchronization issue. After login access was restored, a buildup of network requests caused the intermittent errors that led to the partial disruption. Resolution: We replaced the servers involved in the issue and reconfigured our network infrastructure for optimal system operation. In addition, we have enhanced our network infrastructure monitoring to better predict and prevent similar disruptions moving forward. We take these incidents very seriously and continue to invest aggressively to enhance system stability and security across the Marketo platform. If you have any questions, please contact our Customer Support team at support.marketo.com. Thank you for your patience as we worked to resolve this issue and for being a loyal Marketo customer. Mohan Achar VP, Customer Support Toll Free US: +1.877.270.6586 Direct +1.650.376.2302 Is this article helpful ? YesNo

If you have a large database, use Firefox to access Marketo, and often get "band-aid errors" when trying to accomplish basic tasks (such as edit an email or look at a program), it may be an issue with the Firefox browser. In some cases, the 32-bit version of Firefox is unable to accommodate a very large/complex Marketo instance. If this is the problem, installing the 64-bit version of Firefox should resolve the problem. To check what version of Firefox you're using, follow the steps at Find what version of Firefox you are using. To switch to the 64-bit version of Firefox, follow the steps at How to switch from 32-bit to 64-bit Firefox.

Issue Description Marketo can now trigger off of changes to Marketo custom objects - docs.marketo.com/display/public/DOCS/Trigger+Off+Custom+Object+Changes - but that functionality doesn't work for Salesforce custom objects. Issue Resolution A workaround that can allow for this to happen is to set up a Marketo custom object that mirrors the SFDC object, then use Apex triggers in SFDC to push the information for the SFDC object to the Marketo object - developer.salesforce.com/page/Creating_REST_APIs_using_Apex_REST. In essence, this maps the SFDC object to the Marketo one, and any changes made on the SFDC side will get pushed to Marketo, and can then be triggered off of in your campaigns. Who This Solution Applies To SFDC integrations with Salesforce custom objects

Background This document provides additional details for customers that were impacted by the June 11, 2019 Communication Limits issue. “Send Email” activities are generated in real-time. These activities are stored in a queue, where our back-end process removes them on a first-in, first-out basis. The process then converts them into an aggregate count of sent emails on a per-lead basis, with an associated timestamp. We process these activities at 2,000 activities per batch. Frequently Asked Questions (FAQ) What email smart campaigns could have been affected? During the impacted timeframe, both trigger and batch email campaigns could have been affected. A batch campaign with more than 2,000 leads is likely to have been affected. Trigger campaigns and batch campaigns with less than 2,000 leads could have been affected, but not as likely, as described below. Why are batch email campaigns with more than 2,000 leads likely to have been affected? When a large batch campaign is run, a large influx of Send Email activities are sent to the queue. For example, if a campaign sent out 10,000 emails, the back-end process would take the first batch of 2,000 activities and keep track of the email send count on a per-lead basis. After finishing the 1st batch, the tracking process normally moves on to count the next 2,000 activities. However, this issue caused the first 2,000 activities to be re-processed multiple times (up to 5 times). In this scenario, the first 2,000 leads who were sent an email would have a count of up to 5 emails sent when it should have only been 1 email. For the remaining 8,000 leads, they would not have been processed, resulting in a count of 0 emails sent to each of these remaining leads. Why are batch email campaigns with less than 2,000 leads not as likely to have been affected? This is because we process a batch of 2,000 Send Email activities at a time. If there were no further Send Email activities in the queue at the time of the back-end processing, this issue would not have caused activities to be re-processed. Why are trigger email campaigns not as likely to have been affected? Trigger campaigns only initiate under specific conditions. In the most common uses of trigger campaigns, it is unlikely that there would be an influx of trigger campaign execution that would have resulted in a large number of Send Email activities during a short period of time. For example, consider a trigger campaign that is set to send an email every time a lead fills out a form on a specific landing page. It is unlikely that there would be such a surge of leads filling out more than 2,000 forms in a short period of time, which would lead to the processing of more than 2,000 Send Email activities unless there was a big marketing effort to drive these leads to such landing page. Can you provide a list of the trigger email campaigns that were affected? Unfortunately, there is no way for us to obtain this information. The queue that stores such data has already been processed and the content was removed after processing. Can you provide a list of the batch email campaigns that were affected? We cannot recover this information due to the same reason listed above. However, the data can be obtained manually by following the steps below: 1. If you know what campaigns were run during the impacted time-frame, you can check each campaign and see whether there were more than 2,000 emails sent. 2. The Email Performance report can also be used to identify the possibly affected campaigns. a. Navigate to Analytics > Email Performance report b. Under Setup, set the Sent Date to the impacted time-frame based on the data center your instance is in. London Data Center: June 11, 2019 – June 24, 2019 Sydney, San Jose, and Ashburn Data Centers: June 14, 2019 – June 24, 2019 c. Run the report and Sort the Sent column in Descending Order to identify email sends greater than 2,000. d. Locate the email in question and click on the Used By tab to identify the campaign(s) that were used to send this email. In addition, please ensure that this is a non-operational email (operational emails were NOT affected by this issue). e. Navigate to the smart campaign and Click on the Email tab to confirm that more than 2,000 leads were sent the email. f. Click on the Run History tab to confirm that more than 2,000 leads were sent this email in a single campaign run during the impacted time-frame. If you have additional questions or experience any issues, please contact Marketo support at support.marketo.com, or through any of the methods listed here.

Issue Issue Description An email has been added to multiple streams within the same nurture program, for example stream 1 and stream 2. Would a lead that received the email in stream 1 receive the same email from stream 2? Solution Issue Resolution No, Engagement Program will still apply the rule of not sending the same email to leads more than once as long as the email ID in stream 2 is the same from stream 1.

Issue Issue Description You would like to update My Token values from the Request Trigger Campaigns endpoint, but are unsure of why My Token types can be updated. Solution Issue Resolution The following My Token types can be updated from the Request Trigger Campaigns endpoint: Date Image Number Rich Text Score Text An example of a JSON body in the POST request may look like: { "input": { "leads" : [ { "id" : 1 } ], "tokens" : [ { "name": "{{my.DateToken}}", "value": "10/16/2020" }, { "name": "{{my.EmailScriptToken}}", "value": "{$lead.country}" }, { "name": "{{my.ImageToken}}", "value": "https://www.marketo.com/" }, { "name": "{{my.NumberToken}}", "value": 222 }, { "name": "{{my.RichTextToken}}", "value": "<strong>Hello World!</strong>" }, { "name": "{{my.ScoreToken}}", "value": -10 }, { "name": "{{my.TextToken}}", "value": "Hello World!" } ] } }

Included in this article Overview Stopping Send Alerts for Anonymous leads Excluding Anonymous Leads entirely (use with caution) Deleting Lead Partitions Revised 2/19/2016 Added caution on "Lead Was Created" work around Added "Stopping Send Alerts" work around Added "Deleting Lead Partitions" Known issue Revised 2/17/2016 Marked "Lead Was Created" work around as under review 1. Overview The upgrade to anonymous leads is a two—step process. The first part removes the “Is Anonymous” filter and performs all other changes to the Marketo UI as outlined in the Changes Inside Marketo UI documentation here. The second part is the introduction of Munchkin V2. This piece is where the new lead promotion behavior is introduced as outlined in the Munchkin V2 Behavior documentation here. The changes to the Marketo UI removes access to anonymous leads, but they do still exist inside Marketo until the Munchkin V2 piece rolls out later this year. In the meantime between now and then, your smart campaigns will include these anonymous leads even though you won’t be able to access those leads. This can result in things like blank Send Alert emails going out for leads that can’t be accessed. This document will show you how to exclude those anonymous leads pending the Munchkin V2 release. 2. Stopping Send Alerts for Anonymous Leads The biggest problem Support has seen so far is with blank Send Alert emails being sent for anonymous leads that can’t be accessed. There is a very isolated use case when this occurs. The Send Alert flow step sends the email to the Lead Owner or the Account owner, but anonymous leads can’t be synced to SFDC, so the only time anonymous leads could have an Alert email sent is if the flow step is set to send “To Other Emails”. To stop anonymous leads from having the Alert email sent, add a choice to the flow step with the condition that if the Email Address is empty, do nothing. Since anonymous leads won’t have an email address, they will skip the flow step and the problem is resolved. This solution will not require any changes after the Munchkin V2 roll out later this year. Since the campaign replay process on lead promotion does not execute Send Alert flow steps (described in Anonymous Lead Promotion to Known Lead – Munchkin V2 Behavior and Anonymous Lead Upgrades – Under The Hood), that replay process will not be affected. 3. Excluding Anonymous Leads (use with caution) When a lead becomes a known lead, a Lead Was Created activity is logged. If the lead is still anonymous, it will not have this activity in its activity log. Adding the “Lead Was Created” filter in your Smart Lists and Smart Campaigns will stop all anonymous leads from going through the campaign. Adding the filter Remove the Date of Activity constraint in the filter by clicking the X on the right side. This will make the filter look for the activity for all time. With this filter added like this, all leads that qualify will be known leads, and all anonymous leads that still exist will be ruled out. 4. Deleting Lead Partitions Until Munchkin V2 rolls out, anonymous leads still exist in the lead database even though they can’t be accessed. Lead partitions can’t be deleted if there are leads still in them and you’ll get this error: If you receive this error, the first step is to make sure these aren’t known leads. To do this, navigate to Admin > Workspaces & Partitions > Lead Partitions and click the “Show # of Leads” button. This will open up the column where you can view how many known leads are in the partition. Any leads showing up here will be known leads. Use a “Lead Partition” filter in a smart list to identify these leads, then move the leads to a different partition. Once this is done, if you have zero leads showing in the partition but still get the error saying you can’t delete the partition because it has leads, open a case with Marketo Support. The anonymous leads will need to be deleted on the back end by our Engineering team.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

My "Anonymous Web Activity" tab in Marketo Sales Insight is blank.

Links/URL showing in Visited web page trigger

Record Meets Filter Criteria, Trigger Campaign Not Triggering

Troubleshooting - Web Personalization (RTP) Content Recommendation Engine Not Working

How to set up Wistia in Marketo

Email Script (Velocity) My.Tokens Not Displaying Default Values

URL not appearing on filter for Smart Campaign or Smart List

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

Marketo Sales Connect - Sales Navigator Integration Sunset

How Company IDs work within Marketo

Troubleshooting When Partitions Aren't Available to Select when Moving Lead to New Partitions

Marketo Service Disruption: Root Cause Analysis

Troubleshooting Chronic Marketo Errors in Firefox

SFDC - triggering off Salesforce custom object changes

Email With Email CC Isn't Sending to Some CC Recipients

Communication Limits Issue: FAQ

Having the Same Email within Multiple Streams in a Nurture Program

How to Add Marketo Certified Expert Status to Profile

Using REST API Request Trigger Campaigns endpoint to update My Token values

TROUBLESHOOTING Anonymous Lead Upgrades – Workaround