The Marketo Community is a very much underutilized resource among Marketo users. Many users don’t realise that internally at Marketo, the community is the first point of call for issues. Indeed, asking a Marketo colleague a product question is almost always answered with “have you checked the community?” before your query is taken seriously.
1. Find Solutions Faster
When you have a problem with or query about Marketo, it should be mandatory to check the community before contacting Marketo support. Most (99%) of the time, you can find the answer to your question within a few clicks rather than waiting several hours for a reply; It’s a no-brainer.
The trick is searching the community effectively. Often, you won’t find a relevant answer in the first results tab. You’ll often need to check the Discussions tab to find an answer.
If you can’t find the answer immediately, don’t assume it’s not there. Try a few variations of the keywords you are searching for and read the discussions to help refine your search terms. Even if it takes 5-10 minutes to find the answer, it’s still faster than Marketo support and over time, you will get much faster at getting the answers you want.
2. Get Faster Replies from Marketo Support
Sometimes (1% of the time), you will need to get help from support. Support cases can be created and managed from within the Marketo Community, but remember, it is always faster to find answers or training on the Marketo Community than to go through support.
Here are some tips to getting your cases solved faster:
- Add URL links to the relevant page in Marketo
- Marketo Take lots of screenshots. This is the single fastest way to help support fix your problem quicker
- Include the browser URL bar in the screenshot when you are taking screenshots from inside Marketo. This will help Marketo support diagnose the issue quicker
- Tell Marketo support your instance name
3. Leverage the Latest Product Releases
Information on the latest release features is found on the Marketo Community. To make sure you get the best out of your Marketo, it’s essential you check the new release section each month.
Here, you’ll be able to access to details on how the new features work. Sometimes there will be some training videos, but mostly it’s just screenshots and text. Make it a habit to at least visit the relevant new sections in the product, even if it’s not immediately usable.
4. Refresher Training
The Marketo Community has a lot of product training videos. Most are purely product focused rather than hands-on training, but they are good if you need a refresher.
Just don’t expect these to be enough to get you executing best-practise digital campaigns in Marketo. They are good if you forget how a particular part of the product works, but even then, it’s often faster scanning through the text and image article rather than sitting through a video.
5. Starting Discussions on Marketo Community
Starting a discussion on the Marketo Community is a great way to leverage some of the expertise among the large Marketo user base. Help articles and support are great for product knowledge, but for best practise in Marketo and digital marketing in general, the discussions are good. Of course, these don’t replace a great agency partner since they are usually light on detail and sometimes you just don’t get the replies you were looking for.
Hopefully, you now have a better idea on how to get the most out of the Marketo Community. It most definitely is a gold mine of information that is often undiscovered by Marketo users.