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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 The 'Marketing Suspend Cause' field is not available as an option in the Change Data Value flow step, or in the Smart List of a Smart Campaign, nor is it possible to manually update the field in the lead record. Solution Issue Resolution Unlike the 'Marketing Suspended' field which is not system managed and can be manipulated by the user, the 'Marketing Suspended Cause' field is a System Managed field and is not able to be updated by the user. The intention of the field is to provide additional details about why a record may have been marked as "marketing suspended" based on a background process. Note: The "Marketing Suspended Cause" field is no longer used by any background processes. It has been retained as a legacy field to preserve any information that might have been written to the lead record in the past.

Issue Opening MSI Best Bets is showing very old Last Interesting Moments. Solution MSI Best Bets is designed to show the "hottest" leads, so this means that even though these activities of the last interesting moment happened so long ago, their combination stars and flames makes them a hot lead to focus on. We recommend that you search for these records within the database and inspect the Lead Activity Log. You just might find a sync error that has been occurring for some time. If a record cannot sync, it cannot update so therefore the Stars and Flames will be stuck at a high engagement. If you resolve the sync error, the next time the sync occurs the MSI Stars and Flames will be readdressed, and more updated records will be shown.

Issue How to copy the data from one field to another field using tokens. Solution It’s very easy and it can be achieved through a Smart Campaign. Create a Smart Campaign and set up the Smart List to target the specific leads you want. In the Flow, use the Change Data Value step. You would need to choose the field you are copying to as the Attribute, and the new value as token {{lead.fieldYouAreCopyingFrom}}. When you run the campaign, the values will be copied across. Be careful when doing this as the process cannot be reversed and any existing data in the field you are copying to will be destroyed. Note: Use appropriate tokens for the field, if the field is available under lead use lead tokens otherwise company tokens.

Issue A/B tests with the original email set to operational status do not bypass Unsubscribed and Marketing Suspended settings. Solution AB Testing does not support operational emails. There is a work around which could be used with caution: 1. For AB testing using an operational email, edit the "communication limit settings" on the Email Batch Program setup tab and uncheck "Block Non-operational email". This will ensure the email behaves as operational email. 2. However this setting should be used with caution for non-operational emails. Who This Solution Applies To Those hoping to use operational emails in an email test.

Issue Description G tags such as <g class="gr_ gr_19 gr-alert gr_gramm gr_inline_cards gr_disable_anim_appear Style multiReplace" id="19" data-gr-id="19"> </g> are added to the HTML edited in the TinyMCE Editor Issue Resolution This code is caused by the 3rd party browser extension Grammarly when an edit to an text component is made. This is not something in Marketo's control due to how Grammarly is modifying the text. Is this article helpful ? YesNo

The Named Accounts (or Account Based Marketing) module is sold separately. If you did purchase this module follow these instructions to create a new Named Account list. Common issues when uploading a new list: 1. Total number of records exceeded Root cause: Each account is eligible for up to 10,000 named account records. Contact your account manager to purchased an additional package of records or remove old lists. 2. Your account is not enabled for uploading Named Account Lists. Contact your account manager for more details Root cause: You didn't purchase the Named Accounts module or your account is misconfigured and this module is disabled - contact support.

Issue: I added a link to an external page in one of my emails, when I receive the email and click on the link, it appears to be broken, but I am sure the URL is correct. Solution: Marketo adds code to links in emails as we send them out to track clicks. If the destination page is one that does not support URL parameters, the page may not load. This is very rare but in the case that it happens in your testing, you can try disabling tracking for that specific link. See Disable Tracking for an Email Link for detailed instructions.

Issue Single Flow Step to send an email to x number of leads failed Solution Create a smart campaign and override the person restriction to send an email to a number of people that is greater than the campaign restriction Root Cause The number of people selected to send an email from a single flow action exceeds the campaign person restriction/limit. The campaign restrictions apply to the single flow action because a background campaign is generally created to process the single flow action. Environment Single Flow Action Send Email Campaign Restrictions Smart List

Issue Marketo records are failing to delete. Solution For Marketo records that are synced with Salesforce, if the Delete from CRM is True in the delete process, and the deletion fails in SFDC, then the Marketo record will fail to delete because the entire requested action cannot be completed. (action = delete in Marketo and delete in SFDC) Looking in the Marketo Lead Activity Log will give you a more specific reason as to why the record is failing to delete.

Issue Description How do Revenue Cycle Explorer filters operate? Issue Resolution RCE Filters operate in the following ways: Select from a List (Includes, Excludes) -- This filter type within RCE will let you include or exclude preset values Match a specific string (Contains, Does not Contain) -- This filter type will let you enter a free form value such as Contains "We" to find statuses which may have Web in them. The not-contains would filter anyone who did not have "We" in the status. On either filter you can select Multiple Values. Within the Match a Specific String function click on [+] and add another value option and this will then add additional string areas to use. A example would be Status contains: Reg Regis Registered Registered - Web etc.. As you can see you can match to one of many values! Who This Solution Applies To Customers with Revenue Explorer or Email Explorer

Where can I find the answers I need? Search Product Docs and Knowledgebase Articles The search bar on the front page will search both Product Docs and the Support Knowledgebase. If you need to drill down for a deeper search, you can access the Knowledgebase via the link at the top of the Support Space, or you can go to our Product Documentation site, docs.marketo.com. The Knowledgebase focuses on troubleshooting specific issues, while the Product Docs site contains more feature overviews and how-to's. Support Blog The Support Blog contains posts on product changes, new product features, in-depth discussions on topics such as security and deliverability, and changes and enhancements to the Support portal. How do I contact support? Submit a case Regional Support contact information Chat Support

This document provides an overview of the recent Munchkin Activities Recording Issue that impacted a subset of customers across our data centers beginning on April 24, 2019. All customers that were impacted were emailed details of the incident on May 1, 2019. If you are unsure if your instance was impacted, please reach out to Marketo support at support.marketo.com. Start time: London data center, April 24, 2019, 4:30 PM PDT Sydney data center, April 26, 2019, 2:00 PM PDT San Jose and Ashburn data centers, April 26, 2019, 5:30 PM PDT How to identify what data center your instance is located in: You can deduce the server locations by looking at the URL of your instance. The CNAME=the pod or server your instance is on. The example above indicates that this instance is in our Ashburn data center. The abbreviations for all our data centers are as follows. lon = London sn = Sydney sj = San Jose ab = Ashburn End time: Updated patch was pushed April 30, 2019, 3:40 PM PDT Service affected: A subset of Marketo customers may have experienced Munchkin activities coming from web pages (clicks, visits) that were not being logged in activity logs. Since the activities were not immediately registered, any Trigger Campaigns set to initiate when those activities occurred would not have been triggered. What happened: This issue originated from a patch deployed during a recent release. The patch was designed to update the process used to determine if a subscription’s web traffic should be retained. An error in the patch code caused one of the evaluation parameters to be missed, resulting in web traffic activity not being logged. Remediation: Once the cause was identified, our team developed and deployed a patch on April 30, 2019, to correct the piece of code that introduced this issue. To backfill the activity data that was not recorded during the impacted timeframe, our team has developed a script to restore the data back into our activity logs, so no data will be lost. We expect this data fix to be complete on May 24, 2019. Campaigns that would have been initiated by the activities that occurred during the impacted timeframe will not be replayed. If you need assistance to identify which smart campaigns were active during this incident, our Campaign inspector is a great tool to assist you. You can use this to search for active campaigns that use specific triggers (“visits web page” or “clicks link on web page”). Replay Impacted Smart Campaign: After you have identified the smart campaigns that may have been impacted, create a new smart campaign using the following smart list filters. For smart campaigns triggered by clicking a link on a web page, use the following filters. Select the applicable link and timeframe based off what data center your instance is located in. The second filter is to prevent activities that were not impacted by this incident. For smart campaigns triggered by a web page visit, use the following filters. Select the applicable web page and timeframe based off what data center your instance is located in. The second filter is to prevent activities that were not impacted by this incident. After the smart list is set up, the flow steps should mirror the flow steps of the original smart campaign that you wish to replay. If you experience any issues with replaying the impacted smart campaigns, please contact Marketo support at support.marketo.com, or through any of the methods listed here.

Issue When cloning an asset from Design Studio into Marketing Activities, there is a box that asks you to select which program to clone the asset into. When clicking into this box, you may see No Results, even though there are programs within Marketing Activities. This is a article attached image Solution Expected Behavior: This happens when there are too many programs in the Marketing Activities tree. To select your desired Marketing Program, begin typing the Program Name, and results will begin to appear in the Program drop-down. This was designed to increase UI performance when cloning assets into Marketing Activities from Design Studio.

Issue Description When there is a change to a field in your CRM that is mapped to a Marketo score type field, the next time the sync processes the change will be reverted and there will be a "Sync Person Updates" activity logged showing that the original value got pushed back from Marketo to the CRM. Issue Resolution Score type fields are designed to be managed solely by Marketo, since that is a unique field type to our system. Scoring is intended to be handled by the scoring campaigns that you set up in Marketo, and pushed to the CRM if necessary. If you have a score field that you intend to put processes in place where your CRM will be updating the values, simply make sure that the Marketo field that it is mapped to is an Integer type field. Who This Solution Applies To All instances with a native CRM integration (SFDC or MSD)

Issue Issue Description Smart Campaign within a default program has members but these are not displaying under the results for total program members or in Program Performance reports. Solution Issue Resolution Default programs do not add members to the program automatically. An "Add to Program" or "Change Program Status" flow step must be included in the Smart Campaigns that exist within the default program to make the leads members of the program.

Issue Description A newly created Program is not showing up in Program Cost Analysis Report. Issue Resolution The Program Cost Analysis Report takes a little time to show new Programs that have just been created. It doesn't do much good to show a success metric before a program has had a chance to succeed so it needs time in order for data to be collected. If you don't see the program in the report within 48 hours, check these things: If there is a view filter in place The program is active and approved If all that looks good contact Support for additional troubleshooting.

Issue Error when linking/re-authorizing Marketo Launchpoint service with Google AdWords: "Oops.. Something went wrong, please contact Marketo Support" Solution Before attempting to create the Launchpoint service for Google Adwords again, the Marketo App in the Google account must first be uninstalled to avoid receiving the error again. This can be done by going into their Gmail account settings: https://myaccount.google.com/permissions Once the Marketo App is removed from the Google account, please try to recreate the Launchpoint service for Google Adwords in Marketo.

Knowledgebase

Maintaining a Directory of Leads Bouncing Emails

Top Blocklists - What You Need to Know

Not Able to Update 'Marketing Suspended Cause' Field

SFDC Sales Insight Best Bets Showing Old Last Interesting Moments

Copying Data from One Field to Another

Operational Emails Do Not Bypass Unsubscribes When Sent by an A/B Test

How to bold all field labels on your landing page

What is the Exported (CSV) Report row limitation in RTP/Web Personalization?

<g> tags being added to email text

Can't upload a Named Accounts list in Web Personalization

I clicked an email link and the target page broke

Can Email Insights Quickcharts Be Shared across Users?

Send Email Flow Step Failed

Marketo Record Failing To Delete

Revenue Cycle Explorer Filter logic

Understanding the Support Space in the Community

Munchkin Activities Recording Issue – Trigger Replay Overview

No Programs To Select When Cloning Assets From Design Studio To Marketing Activities

SFDC/MSD - changes to Score type fields made in the CRM get reverted by Marketo

Default Programs Not Assigning Program Statuses Automatically

Program Cost Analysis Report not showing a Program

Google Adwords Integration Error