Resolving “Strategic Event” channel mapping issues in Marketo Measure
This article addresses a scenario where offline touchpoints in Marketo Measure are incorrectly mapped to channels within Salesforce (SFDC). Specifically, the issue involves an offline channel labeled Strategic Event that is mapped to the wrong campaign type in SFDC. To fix this issue, verify and update campaign sync rules or enable specific fields in SFDC for proper attribution.
Description description
Environment
Product: Marketo Measure
Context: Offline channel tracking and integration with Salesforce (SFDC).
Issue/Symptoms
- Offline touchpoints are not updated to correct channels in SFDC.
- Custom campaign sync rules are set but not functioning as expected.
- Reprocessing jobs do not update offline channel mappings automatically.
Resolution resolution
To resolve this issue, follow these steps:
- Navigate to Marketo Measure settings and review the custom campaign sync rules for offline channels. Test campaigns to ensure they meet the criteria defined by these rules, and adjust the rules as necessary to capture the desired campaigns.
- Save and publish updates to campaign sync rules, then allow time for Marketo Measure’s backend processing jobs to reprocess touchpoints and update channel mappings. Note that processing can take 24–72 hours.
- Optionally, you can enable legacy feature campaign touchpoints in SFDC’s campaign object settings instead of custom sync rules. Select a value for the Enable Bizible touchpoints dropdown within the Campaign object in SFDC.
- Validate updates after reprocessing is complete to ensure offline channels are correctly mapped in both Marketo Measure and SFDC.
- Escalate if issues persist after following these steps by contacting Adobe Support for further investigation into backend processing jobs or potential engineering intervention.
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