• Outages longer than a few minutes are usually posted on the Adobe Marketo status page.

• Log in using the Login page.
• Your administrator may need to grant you access before you can log in.

• Check if your login page URL is in the format of “xxxx.marketo.com”. If not (e.g. if the format is “xxxx.marketodesigner.com” instead), you may need to sign in on the main Login page instead. Once successful, open any email editor or profile before trying to access the original link again.
• Check your credentials. If you do not remember them, or are unsuccessful even though you are confident that your credentials are correct, submit a forgot password request.

• An A/B test sends two or more variants of an email to a subset of the target audience (called the test sample), then sends the winning one to the remainder based on predetermined schedule and criteria.
  • To run an A/B test, use the functionality built into Email programs, or set up a manual test using Smart Campaigns.
• A Champion/Challenger test splits the entire target audience into two or more subsets, and sends each a variant of an email (called the Champion and Challenger variants). The performance of each variant can then be measured and winner declared for use in subsequent sends (unlike an A/B test which reserves a remainder of the original audience to whom the winner is sent).
  • To run a Champion/Challenger test, use the functionality built into Engagement programs, run an A/B test with 100% of your audience through an Email program, or set up a manual test using Smart Campaigns.

• For emails:
  • In the email editor, navigate to Content > Dynamic, then select the segment you wish to preview. Regions dynamic to the segment will be highlighted briefly in yellow.
  • In Preview Mode, select the View By > Segmentation in the top bar, then select the segment you wish to preview.
  • To send yourself a sample email, ensure that you are using the Send Sample functionality within the editor, and select a Person that is a member of the segment you wish to preview in the Send Sample Email dialog box, before selecting your own email to send the preview to.
• For landing pages:
  • In the landing page editor, navigate to the Dynamic Content section in the right sidebar, then select the segment you wish to preview. Regions dynamic to the segment will be highlighted briefly in yellow.
  • In Preview Mode, select the View By Segment in the top bar, then select the segment you wish to preview.

• Open their lead profile, and in the Person Actions menu, select Marketing > Send Email…. Then, select the email you are looking to re-send, and click Run Now.
• If you are re-sending an email that makes use of tokens and/or dynamic content, it’s sometimes useful to preview it first. To do so, select Marketing > Send Alert…, select the email, and input your email as the recipient.

• Most tokens will populate when previewing an email within the email editor, or by right-clicking an email asset and selecting Preview.
  • By default, only fallback (or blank, if no fallback exists) data will be populated in the token.
  • In order to see person or segmentation-specific data, se the View By menu in the toolbar.
• Ensure you conduct thorough testing when using tokens.
  • When using Velocity tokens, you may find it helpful to use the “Send Email” action to send yourself a test email as if it were a real send, as it may populate differently than in a sample email.

• When using a platform integration (e.g. Zoom) connected to a webinar program, a registrant’s unique join URL is stored in a program token named “Webinar URL”.
• To add it to your emails, use the token {{member.webinar url}} in place of a link.

• If you’re using streams in an Engagement Program to send your nurture emails, remember that during every cast, every lead will start from the top, skipping whichever asset they have already been sent.
  • So, if you’re using email assets directly a stream, your only option is to edit the email itself. If you replace it with another email asset, Marketo will see it as new content and re-send the updated version to those who already received it.
  • If you’re using Default Programs, with a Smart Campaign to send the nurture email, it is the Smart Campaign that is marked as “sent”. Therefore, you can replace the email asset within the Default program and point the Smart Campaign to the new version without it being re-sent. Using Default Programs is highly recommended when sending through streams in an Engagement Program.
• If you are using a Default Program to manually send nurture emails, either update the email asset itself, or create a new one and point your sending Smart Campaign to it.

• It may have landing in your spam/junk folder.
• Check for any script or token issues (misspellings, nonexistent, etc.) that may cause problems when the email is being generated.
• Marketo’s servers may be overloaded due to another (large) job. Major issues may be added to the status page, but in any case, the email should come within a few hours.

• This is a known Marketo issue, where a space is added between the descriptive word and superscript.
• Resolve using either of two methods:
  • Use <p> tags instead of <div> tags. You can do this either by:
    • Replacing the tags in the HTML editor; or
    • Highlighting the containing paragraph and selecting “Double Space” instead of “Single Space” in the text editor.
  • Specifically style your word and superscript using the following code in the HTML editor, replacing the text with your own.
    • <span style="letter-spacing: 0px;">DESCRIPTIVE WORD<sup>SUPERSCRIPT</sup></span>

• Locate the email asset you want to download in the activity tree, then right-click the asset and select Download HTML.
• Do not use the Download HTML option under Email Actions in the email editor, as that will result in a file with a bright green background.

• Navigate to your Database section and create a Segmentation containing at least two segments
• To use dynamic content in an email:
  • Open the email editor and select a module that allows for dynamic content.
  • Click Make Dynamic from the module settings (gear) menu, then select the Segmentation you want to use.
  • In the Content pane, navigate to the Dynamic section. The regions you made dynamic will be listed, which you can double-click to edit. By clicking on the name of a segment, the dynamic regions assigned will be highlighted briefly in yellow.
• To use dynamic content in a landing page:
  • Open the landing page editor, then open the Dynamic Content section of the right pane.
  • Click Segment By and select the Segmentation you want to use.
  • Drag elements under the Static section to the newly created Dynamic section as needed, then double-click to edit.
• For more advanced dynamic content, see the Velocity Scripting section.

• If sent through Salesforce’s Marketo Sales Insights app, then Person, Company, and System tokens will work.
• Tokens do not work if the MSI is being sent through the Outlook or Gmail plugin.
• My Tokens and Campaign tokens will not work in MSI emails, regardless of how they’re sent.

• Your Email Program that contains your test must be approved before it will show up in a Smart List or Campaign Flow search.
• Once approved, it will show up as [Program Name].Subject Line Test or [Program Name].Whole Email Test.

Yes. When using the Time Zone Send feature built into Email programs, you can set the deployment time to be within 24 hours.

A settings cog will then appear, allowing you to select one of two fallback options for leads located in time zones that are already past the intended time:

• Send the email on next day at the scheduled time in their local time zone
• Send the email using your Marketo instance’s local time zone, regardless of lead location.

• Check your internet connection. Marketo doesn’t always warn you when it can’t connect to its servers.
• Try refreshing the page. Especially if your editor doesn’t automatically close after clicking save, which is a sure sign that your changes were not saved despite the editor still being usable.

• Log in on the main Marketo login page first, open any random email for editing, then refresh email editor you’re trying to load.

• An A/B test sends two or more variants of an email to a subset of the target audience (called the test sample), then sends the winning one to the remainder based on predetermined schedule and criteria.
  • To run an A/B test, use the functionality built into Email programs, or set up a manual test using Smart Campaigns.
• A Champion/Challenger test splits the entire target audience into two or more subsets, and sends each a variant of an email (called the Champion and Challenger variants). The performance of each variant can then be measured and winner declared for use in subsequent sends (unlike an A/B test which reserves a remainder of the original audience to whom the winner is sent).
  • To run a Champion/Challenger test, use the functionality built into Engagement programs, run an A/B test with 100% of your audience through an Email program, or set up a manual test using Smart Campaigns.

• Every time a nurture stream is cast, each eligible lead will run through each asset starting from the very top of the list.
  • As it goes through the stream assets, it checks each to see if it has been sent to the lead yet (or in the case of Default Programs–if the selected Smart Campaign has run). If not, the lead will be sent the email. Otherwise, the lead will be checked against the next asset down.
• If an asset is added to the beginning of a nurture stream, all leads will receive it on the next cast.
• If an asset is added to the middle or end of a nurture stream, all leads that are at or past that point (including exhausted leads) will receive it on the next cast. If a lead hasn’t gotten to the new asset yet, they will proceed as normal.

• If you’re using streams in an Engagement Program to send your nurture emails, remember that during every cast, every lead will start from the top, skipping whichever asset they have already been sent.
  • So, if you’re using email assets directly a stream, your only option is to edit the email itself. If you replace it with another email asset, Marketo will see it as new content and re-send the updated version to those who already received it.
  • If you’re using Default Programs, with a Smart Campaign to send the nurture email, it is the Smart Campaign that is marked as “sent”. Therefore, you can replace the email asset within the Default program and point the Smart Campaign to the new version without it being re-sent. Using Default Programs is highly recommended when sending through streams in an Engagement Program.
• If you are using a Default Program to manually send nurture emails, either update the email asset itself, or create a new one and point your sending Smart Campaign to it.

• Add a Wait flow step into your Smart Campaign, then click on the gear icon on the right side of the input box, then:
  1. Select the type of deadline (relative duration, a specific date, or value in a date token)
  2. Specify the deadline (the length of the duration, which specific date, or which token, respectively)
     • If using the duration type, you can also specify a specific time or date the wait step must end on. For example, you can wait 48 hours after a purchase to send a follow up email, but specify that it must be sent at 9:00 a.m., regardless of what time the purchase was made.
     • If using the token type, you can choose to use the next anniversary of a date. For example, you can select a lead token containing their registration date, and send an email the next year to celebrate the milestone.

• A Request Campaign flow step in Smart Campaign (SC-1) will call another Smart Campaign with a Campaign is Requested trigger (SC-2) to be run, and then continue on the next step immediately. This means that SC-2 will be running at the same time as SC-1. If their jobs are completely independent of each other, there are no issues.
  • However, if steps in SC-1 depend on something that SC-2 handles, then we may need to wait for SC-2 to finish first to ensure it’s working with the most up-to-date data. Remember, Request Campaign flow steps are a medium priority in Marketo and thus may be delayed.
• The Execute Campaign flow step will call another Smart Campaign to be run, but wait until it is completed before continuing to the next step. However, only Smart Campaigns designated as “Executable” can be called, and no wait steps nor triggers can be used within them.

• There is currently no way to make an existing Smart Campaign executable, as it needs to be designated as such at time of creation.
• However, one workaround is to simply clone the Smart Campaign instead, and flag it as “Executable” in the Clone Smart Campaign dialog box. Remember, no triggers or wait steps are allowed in Executable Smart Campaigns, so be sure to remove them before cloning.

• To request a Smart Campaign to be run concurrently with the requester, use the Request Campaign flow step and select a Smart Campaign with a “Campaign is Requested” trigger in its Smart List. Remember, other filters in the Smart List will still apply, even if the campaign is requested.
• To request a Smart Campaign to be run before continuing the requester, use the Execute Campaign flow step and select a Smart Campaign that is designated as “Executable” at time of creation (or clone), and that is without wait steps or triggers.

• Select the program you want to rename in the activity tree, change the View on the top left of the program information to Summary, then click on the current name/description to open the editor.

• If using the native Zoom integration within Marketo, a lead’s unique access URL is written into a program field named “Webinar URL”.
  • To view it, navigate to the Members tab of your webinar program, then edit or create a new View with the “Webinar URL” field as a column.
  • Finally, to retrieve it, export the table and copy the URL from the resulting CSV. Alternatively, use your browser’s developer tools to “Inspect” the link you need, and copy it from the raw code.
• If not using a native integration, find the lead’s email in the Members tab of the webinar program, and search for it through your webinar platform.

• Use the Convert Person flow step or action.
• You can configure who the new Contact is assigned to, whether a notification email is sent, and what status they will be in upon conversion.
• Note: When using the Convert Person flow step or action, a new account and opportunity will also be created in Salesforce which may need to be merged. To avoid this, convert the lead within Salesforce instead.

•  If you are certain that your lead’s email is unique within its partition, the native List Upload function should work as it de-duplicates based on email.
• If you need to target a specific profile and there’s a risk of multiple with the same email, you’ll need to make use of the API’s Create Update Lead endpoint to target by Lead ID.

• Log in on the main Marketo login page first, then refresh profile you’re trying to load.

• Marketo has native Launchpoint integrations with the following webinar providers:
  • Webex
  • Adobe Connect
  • On24
  • ReadyTalk
  • BrightTALK
  • Cvent
  • Zoom
  • GoToWebinar
• To connect any of the platforms above, as an administrator:
  • Create a dedicated Marketo user for the integration in your webinar platform, so it’s not affected by configuration or password changes.
  • Access the Launchpoint section in your instance’s Admin area.
  • Select New > New Service.
  • Select your webinar platform and enter a recognizable Display Name.
  • Click Log In, and sign into the platform using the dedicated Marketo user’s credentials.
    • If the password changes on the dedicated Marketo user account, you’ll need to sign in again.

• When using a platform integration (e.g. Zoom) connected to a webinar program, a registrant’s unique join URL is stored in a program token named “Webinar URL”.
• To add it to your emails, use the token {{member.webinar url}} in place of a link.

• Marketo has native Launchpoint integrations with the following webinar providers:
  • Webex
  • Adobe Connect
  • On24
  • ReadyTalk
  • BrightTALK
  • Cvent
  • Zoom
  • GoToWebinar
• To connect any of the platforms above, as an administrator:
  • Create a dedicated Marketo user for the integration in your webinar platform, so it’s not affected by configuration or password changes.
  • Access the Launchpoint section in your instance’s Admin area.
  • Select New > New Service.
  • Select your webinar platform and enter a recognizable Display Name.
  • Click Log In, and sign into the platform using the dedicated Marketo user’s credentials.
    • If the password changes on the dedicated Marketo user account, you’ll need to sign in again.

• Ensure that the Email Address field is used in your forms, not the Person Email Address.

• Velocity is a templating language used in Marketo to personalize emails.
• It enables the use of complex logic (more so than dynamic segmentations) as well as access to synced Salesforce data.

• Most tokens will populate when previewing an email within the email editor, or by right-clicking an email asset and selecting Preview.
  • By default, only fallback (or blank, if no fallback exists) data will be populated in the token.
  • In order to see person or segmentation-specific data, se the View By menu in the toolbar.
• Ensure you conduct thorough testing when using tokens.
  • When using Velocity tokens, you may find it helpful to use the “Send Email” action to send yourself a test email as if it were a real send, as it may populate differently than in a sample email.

• Conditional logic (if x, then x, etc.)
• Format and compare dates (e.g. You’ve been a client for X years!)
• Access synced Salesforce objects
• Display, loop, and alternate through data
• Convert and format data types
• … and more!

• Create a Velocity token within your program (or one of its parents), then open the editor.
• The left side of the editor is your canvas, while the right side shows the fields and objects you have access to.
• Then, use the name of the token (begins with {{my.) within the contents of your email.

• Velocity Scripts only work within emails. They do not work on landing pages, or any other asset.
• Velocity tokens do not populate in preview mode nor in a generic sample email. To test it, you must send yourself a sample email of a specific lead.
• URLs must be completely built within Velocity Script, with exception of the protocol (“https://”, etc.). You cannot build part of a link using Velocity and concatenate the token with the remaining sections. This may seem to work in a sample email, but it will not during a live send. (I found this out the hard way)
• Unlike Salesforce Marketing Cloud’s AMPScript or SSJS, Velocity Scripting cannot write into the database.