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Included in this article Overview Data you’ll get from Email Bounces Bounce Categories Hard Bounces Soft Bounces Bounce Details Building the Directory 1. Create 6 custom fields 2. Create a Program to house everything 3. Create a Static List 4. Create two Smart Campaigns Smart Campaign One - Logging Email Bounces with Bounce Details Smart Campaign Two - Remove Leads From the List After Successful Deliveries 5. Create Custom List View Showing Bounce Details Overview Bounce activities carry details for why the email was bounced, but it’s housed within the activity log entry, not in a field on the lead record, so it’s difficult to export that data. This article will show you how to extract that information to create a directory of leads bouncing emails and how to make the list automatically update. This will also create counters for bounces and successful re-deliveries after bounces happen. Data you’ll get from Email Bounces Bounce Categories Email bounces come in different types depending on why the email was bounced; Hard Bounces or Soft Bounces. Hard Bounces Hard Bounces come in two types, Category 1 and Category 2. Category 1 bounces are emails that have been marked as spam by the recipient mail server. Many email servers monitor blacklists or spam traps, so after de-listing with them, leads that have had a Category 1 bounce previously may be able to receive emails again. Category 2 bounces occur due to an email address that is invalid or doesn’t exist. Soft Bounces Soft Bounces come in three different types, Categories 3, 4 or 9. Category 3 bounces are usually temporary, caused by full mailboxes, timeouts, or throttling. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 4 bounces are caused by technical problems, Transient Failures, Admin Failures, DNS Failures. Any email with this designation has been retried for up to 24 hours (36 for AOL). Category 9 bounces are unknown, undetermined or gibberish details. Any email with this designation has been retried for up to 24 hours (36 for AOL). Bounce Details When an email is bounced, the recipient mail server includes details of why it was bounced. These are created by the admin of the recipient mail server and vary greatly, but most will give some explanation that can give valuable information. Email Bounce Codes Building the Directory 1. Create 6 custom fields You’ll need 6 custom fields, two DateTime fields, two Score fields, and two String fields Name the DateTime fields “Bounce Date” and “Email Delivered After Bounce”. Name the Score fields “Email Bounces” and “Deliveries After Bounces” Name the String fields “Email Bounce Details” and “Email Bounce Category” Directions for creating Custom Fields can be found here: Create a Custom Field in Marketo 2. Create a Program to house everything Use a default program type and name it "Directory of Leads Bouncing Emails". Info on creating programs can be found here: Create a Program 3. Create a Static List This static list will be your actual directory that contains all of the leads that are currently bouncing emails. Name it "Active Bounce List". Info on creating a static list can be found here: Create a Static List 4. Create two Smart Campaigns These two Smart Campaigns are what will be used to add and remove leads from your active bounce list. Info on creating Smart Campaigns can be found here: Create a New Smart Campaign Smart Campaign One - Logging Email Bounces with Bounce Details Your first Smart Campaign will be used to listen for any email bounces that occur. The campaign will populate the “Bounce Date”, “Email Bounce Category” and “Email Bounce Details” fields. It will then add one point to the “Email Bounces” score field which can be used to count how many bounces have occurred per lead. Lastly, the campaign will add the lead to the static list which will be an active directory of leads who are bouncing emails. Campaign Smart List Use the two triggers of “Email Bounces” and “Email Bounces Soft” in the Smart List. Set both triggers to “is any” so that they will fire whenever any email bounces for any reason. Campaign Flow The Flow of the campaign will have 5 flow steps. The flow will use a System Token and some Trigger Tokens, which can be used to pull details out of the action that activated the trigger. In this case, the Trigger Tokens will be pulling out the details on why the emails were bounced. That info is in the bounce message and is logged in the lead's activity log. Normally you'd have to comb through the activity log one at a time to find these details for each individual lead. This method, however, will pull the details out automatically for all leads. Flow Step 1: Change Data Value Attribute: “Bounce Date” New Value: {{system.dateTime}} Flow Step 2: Change Data Value. Attribute: “Email Bounce Category” New Value: {{trigger.category}} Flow Step 3: Change Data Value Attribute: “Email Bounce Details” New Value: {{trigger.details}} Flow Step 4: Change Score Score Name: “Email Bounces” Change: +1 Flow Step 5: Add to List List Name: “Active Bounce List” Smart Campaign Two - Remove Leads From the List After Successful Deliveries Campaign Smart List The Smart List of the campaign will need a trigger for “Email is Delivered” set to “is any” and also a filter of “Member of List” looking just for leads that belong to your Static List. This way, the campaign will only apply to leads who have had an email bounce but have then had an email successfully delivered afterwards. Campaign Flow The Flow of the campaign will have 3 flow steps to do the following; log when the email was delivered, add a point to the "Deliveries After Bounce" Score Field, and remove the lead from the "Active Bounce List". Flow Step 1: Change Data Value Attribute: “Email Delivered After Bounce” New Value: {{system.dateTime}} Flow Step 2: Change Score Score Name: “Deliveries After Bounces” Change: +1 Flow Step 3: Remove from List List Name: Operational.Active Bounce List 5. Create Custom List View Showing Bounce Details The custom fields you’ve created for email bounce information won’t show automatically in the view of your list. You can create a new view of the list to show just this information so that when it is exported it will give you only the email bounce information you need. Once the list has the necessary details, it can be exported with those columns included so that you can work with it. You can identify emerging trends and issues with your deliverability by looking for common themes among the bounce details. Directions for creating Custom Views can be found here

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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 Issue Description How to determine which of your Marketo Workspaces is the original default workspace. Solution Issue Resolution Determining your Default Workspace can easily be done, by following the detailed steps below: [Login] to your Marketo Instance. Click [Admin]. Locate and Click [Workspaces & Partitions]. [Right-Click] on the Field Navigation Bar (It is Blue). From the [Drop-Down List], you'll see three options. Select [Columns]. While reviewing the Column Field options, make sure [ID] is selected. The [ID] with the value of "1" is your Default Workspace. [Note 1]: As a confirmation, the Default Workspace is unable to be deleted. [Note 2]: The ID Number of your Workspaces are provided in the order in which they were created. [Note 3]: The lowest ID number, is your oldest Workspace. [Note 4]: The highest ID number, is your newest Workspace. Who This Solution Applies To Customers using Partitions and Workspaces

Issue Issue Description Program imports may be taking a long time to process and then failing after ~ 30 minutes to an hour. Solution Issue Resolution Check the program being imported for custom object references. Custom objects are not supported in program import. In order to import, you will need to remove any custom object references from the program. Who This Solution Applies To Customers using both program import and custom objects

Issue Issue Description Account records were merged in Salesforce and there is concern if this merge will sync to Marketo. Solution Issue Resolution If you would like this change to be reflected on the affected Contact records that are synced to Marketo, then you will need to update the Contact records so that their System Modstamp field is updated (this can be done by updating a field on the Contact record). This will then cause the updated Account information to sync to Marketo. Please remember that updates to formula fields will not cause an update to the System Modstamp.

All the Recommendation Bar customization options are available within the RTP account settings page: Colors: Link Color: select the color from the dropdown choices. Background Color:select the color from the dropdown choices. Font: Font Size: type in the size in the 'Font Size' field (must be in pixels - px) Font Family: type in the 'Font Family' field Arrow Icon Color: select the color from the dropdown choices. Icon Font: select the icon style Icon Opacity: define the opacity level for the arrows Advanced customization There is additional customization can be done by the support team: Horizontal Bar Position: bottom (default) /top Vertical Bar Position: right (default) / left Is this article helpful ? YesNo

Overview: GoToWebinar will be conducting scheduled maintenance on Saturday, February 20 from 06:00 AM UTC - 10:00 AM UTC and Sunday, February 21 from 02:00 AM UTC - 06:00 AM UTC. During the maintenance window, users will not be able to start or join GoToMeeting, GoToWebinar, or GoToTraining sessions. Affected Marketo Engage Services: During the impacted timeframe, customer-facing webinars and APIs will be unavailable for Marketo Engage customers. Since APIs will be unavailable, Marketo Engage will not be able to sync, refresh, or transition records to “Registered” in GoToWebinar. To identify and resolve these errors, you can create a smart list that filters on any program with a New Status of “Registration Error” for the necessary channels as shown below. You can then navigate to the People tab, view the record details to see the Status Change event which failed for the record, and create a smart campaign to update the Program Status to “Registered”. If you have additional questions or experience any issues, please contact Marketo Engage support at https://support.marketo.com, or through any of the methods listed here.

Issue After the switch to a secured domain (from http -> https), landing pages display both a broken format and mixed content warnings. Solution Make sure all links referenced in your Landing Page Templates and Landing Pages are secured, in other words served with the appended in the front and not Step 1: Open up Landing page with non secure warning sign Step 2: On Google Chrome right click on the page that is displaying the warning and select "Inspect." On Mozilla Firefox it's called "Inspect Element." Look for any "Mixed Content" warnings. Step 3: Find and address the links that are referenced in the error messages **If the link that is unsecure is a custom CSS file, these files will need to be moved and hosted in a secure location so that the links are loaded over https. Who This Solution Applies To Customers with Secure Domains for Landing Pages Service

Issue Description You have an active campaign with a wait step in the flow but you noticed leads aren't coming out of that wait step, or they seem to be repeating the wait step. Issue Resolution The most common reason for this is adding a flow step above the wait step. If you add a flow step above a wait step the position of the wait step is changed. Example your flow steps were a total of 4 with the wait step being the 3rd flow step but you add a flow step above the wait step making it the 4th step in a total of 5 flow steps. This means when the leads come out of the wait step they end up going right back into the wait step. The best solution is to not add/modify flows with wait steps on active campaigns, but for more information and options, see this article: Editing Campaign Flow with Members in Wait Steps . Is this article helpful ? YesNo

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

Issue Calls made to the REST API return response code 611 "System Error". Solution Submit a Customer Support ticket with the following information The full body of the REST API call including the endpoint being called The full body of the REST API response The date and time that the call was made Customer Support will work to diagnose the root cause of the error and the reason a more identifiable error code is not being returned instead.

Marketo has a lot of power to bring your business to its true potential – if you know how to harness it. Take advantage of our programs that teach you how to go even further with your Marketo instance. See what we recommend below. Core Concepts II The follow up course to our popular Core Concepts I, Core Concepts II takes it up a notch. This course covers how to nurture your audience using a multi-stream engagement program, save time by using snippets in your content, scale your programs with My Tokens, and more. Free Training Videos Our free training videos cover a wide variety of topics. Venture beyond our Fundamentals videos to find new ways to get the most out of your Marketo experience. Learning Passport Did you know Core Concepts I & II aren’t our only instructor-led trainings? Check out some of our other classes on things like social media marketing, event and webinar programs, and even a Marketo Certified Expert prep course.

Issue You are trying to identify your most active leads and set up a Smart List with an "Opened Email" or "Clicked Email" filter using "Email 'Is Any'" and a "Min number of Times" constraint, but are not sure if results are based on individual emails or 'all' emails in the 'Date of Activity' range. Solution These filters read from the Activity log so the min number of times constraint is based on all emails for a given record For instance, consider a record that has received Email 1 twice and Email 2 once. To meet the minimum qualifying threshold of three, the record qualifies since it has a total of three email send activities (two from Email 1 and one from Email 2). The same criterion applies to click activities. Note: An open activity is recorded only once per email per record. For further details, you can read more here .

Issue If a record which is in a Marketo Campaign Wait Step and is merged into another record, does the winner of the merge continue through the flow? Solution Winner of the merge will continue through the Campaign flow and complete the remaining steps. To prevent this behavior, remove the record from Campaign using the 'Remove From Flow' step. Environment Records merged in Marketo Records merged in SFDC

Issue Lead was created but does not appear in the expected Workspace in the Lead Database. Solution Check if there are any assignment rules that the lead may have qualified for a lead partition associated to another Workspace (e.g. Workspace B) docs.marketo.com/display/public/DOCS/Assigning+Person+Partitions+with+Assignment+Rules Check the lead's activity log to see if the lead's partition was changed after it was created to another partition associated to another Workspace (i.e. single flow action or via a smart campaign)

Issue While going through the steps of this doc - Create a Custom Field for CRM Discovery - step 3 asks you to choose "Named Account" as the object for the field to be created on. Sometimes, that "Object" option is not available when creating a custom field. Solution The ability to select the Named Account object for a new field to be created on is a feature that must be enabled for your Marketo instance. If you come across this issue, simply submit a support case requesting that the "ABM Custom Fields" feature be enabled in your instance. Who This Solution Applies To Customers with Account Based Marketing

Also see: RTP Javascript API RTP asset discovery technology is discovering clicks on links that direct to files such as: PDF, YouTube, PPT etc. Also, it uses predefined URL patterns to count an HTML page as an asset (see: Enabling Asset Discovery - Marketo Docs - Marketo User Manual). 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 case, it is required to code the asset discovery events in the page. The way to do it is by using the rtp( 'send' , 'view') API call. NOTE: this method can be used only with RTP API tag version This is how the code should look like: rtp( 'send' , 'view' , '/case_study1.pdf' );

Issue REST API call, Get Lead Activities, is returning 603 error Solution Error 603 refers to 'access denied' where authentication is successful but the user doesn’t have sufficient permission to call this API. Additional permissions may need to be assigned to the user role. http://developers.marketo.com/rest-api/error-codes/ Go to Admin > Users and Roles Select API User and identify what role it is assigned to (e.g. API role) Go to Roles and check the permissions assigned to the API role Check to see if the API role has 'Read-Only Activity' or 'Read-Write Activity' permission In order to make a Get Lead Activities REST API call with the API user, the API role of the user must be modified to have permissions to 'Read-Only Activity' or 'Read-Write Activity'. If you use Workspaces and Partitions, make sure the API User has the necessary access to the workspaces/partitions being called.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Determining your Default Workspace in Marketo

Can you have more than one RTP Javascript tag on the same page?

Program Imports Timing Out or Failing

Merging Account Records in SFDC - Does This Sync to Marketo?

What are the Recommendation Engine customization options?

Moving Design Studio Assets to a New Instance

GoToWebinar Maintenance Impact

Marketo Program/Salesforce Campaign Status Mismatch

Switch to Secured Domain but Landing Pages Are Still Showing Mixed Content Warnings

Lead doesn't come out of Wait Step as expected

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

REST API Returning 611 Errors

Education Resources for Experienced Marketo Users

Using "Opened/Clicked Email - Email is Any" with a "Min Number of Times" Constraint

How do I find the number of daily Salesforce API calls my company has?

What Happens to Merged Leads in Campaign Wait Steps?

Newly Created Leads Not Available to Expected Workspaces

Unable to Select an Object When Creating an ABM Custom Field

Use RTP API to send clicks on Assets

REST API Call Is Returning 603 Error