Configure Monitoring for Salesforce Experience Cloud

⚙️ Configure Monitoring for Salesforce Experience Cloud

After deploying GermainUX, configure the Salesforce Experience Cloud site to monitor actual users, Session Replay, feedback, business processes, errors, performance, APIs, synthetic journeys, and automated responses.

GermainUX configuration is modular. Enable only the capabilities required for the monitored site and user population.

Feature availability: GermainUX 2023.1 or later

🧩 Components

See Deploy Monitoring for Salesforce Experience Cloud.

▶️ Configuration sequence

Configure the site in this order:

1. Review the Experience Cloud UX Monitoring Profile.

2. Verify site URL matching.

3. Configure authenticated and guest-user identification.

4. Configure session boundaries and timeout.

5. Enable and validate Session Replay.

6. Configure privacy, masking, and exclusions.

7. Exclude bots, crawlers, synthetic users, and service accounts.

8. Configure user feedback.

9. Define critical business processes.

10. Configure error and validation classification.

11. Enable Salesforce API and platform monitoring when required.

12. Configure synthetic user scenarios.

13. Enable KPIs, SLAs, alerts, dashboards, and automation.

14. Validate the complete configuration.

🔎 Review the UX Monitoring Profile

Go to:

Workspace > Analytics > UX Monitoring Profiles

Depending on the GermainUX version:

Workspace > Settings > Analytics > UX Monitoring Profiles

Select the profile created for the Salesforce Experience Cloud site.

Review:

Create separate profiles when sites or environments require different URLs, privacy rules, user identification, or capture settings.

🔗 Configure URL matching

The profile must match every intended Experience Cloud URL and exclude unrelated Salesforce sites.

Review:

Avoid a broad domain rule that unintentionally monitors Salesforce Setup, internal Lightning applications, or unrelated Experience Cloud sites.

👥 Configure user identification

Experience Cloud sites can contain authenticated customers, partners, employees, and anonymous visitors.

🆔 Authenticated users

Select an approved identifier, such as:

Avoid collecting authentication tokens, session identifiers, passwords, or other security credentials.

Confirm that identity is updated after login and removed or changed after logout.

👻 Guest users

Use an anonymous browser or session identifier for unauthenticated visitors.

Confirm that:

• Guest sessions remain anonymous.

• Separate visitors are not combined.

• Login transitions are handled correctly.

• Authenticated activity is not assigned to the previous guest identity.

• Consent requirements are satisfied.

⏳ Configure session boundaries

Define when an Experience Cloud session starts and ends.

Review:

A new authenticated user should not inherit activity from a previous user on a shared device.

⏰ Configure session timeout

By default, GermainUX closes an ongoing session after one hour without receiving a new event.

To change the timeout:

1. Go to Workspace > Settings > System > UX and Session Replay Settings.

2. Update Session Timeout, in minutes.

3. Save the configuration.

Choose a value that reflects normal Experience Cloud usage without fragmenting one journey into multiple sessions.

🎞️ Configure Session Replay

Session Replay is enabled by default for each UX Monitoring Profile unless it is disabled at the profile or global level.

To enable or disable it for this site:

1. Open the Experience Cloud UX Monitoring Profile.

2. Enable or disable Session Replay Monitoring.

3. Save the profile.

To disable replay globally:

1. Go to Workspace > Settings > System > UX and Session Replay Settings.

2. Disable Session Replay Data.

3. Save the configuration.

The global setting takes precedence over profile-level settings.

Disabling replay does not necessarily disable other Real User Monitoring data.

🔒 Configure privacy

Review every standard and custom Experience Cloud component that can display confidential information.

Mask, anonymize, or exclude:

Apply privacy rules to:

• Visible text

• Input values

• Tables and lists

• Popup dialogs

• URLs

• Request and response bodies

• Session metadata

• Session Replay

Test privacy with guest users and every relevant authenticated user type.

🚫 Exclude bots and automated traffic

Exclude automated user agents so they do not affect user, adoption, conversion, or performance analytics.

Common exclusions include:

Do not exclude a user agent shared by legitimate visitors.

💬 Configure User Feedback

Enable the GermainUX Feedback Popup to let users provide feedback directly from the site.

Feedback can include:

Configure:

• Popup visibility

• Labels and appearance

• Position

• Question or prompt

• Comment field

• User targeting

• Triggering conditions

• Privacy controls

• Alerting and ownership

See User Feedback for Salesforce Experience Cloud.

📋 Configure business-process monitoring

Define critical Experience Cloud journeys such as:

For each process, configure:

• Start condition

• Steps

• Completion condition

• Failure condition

• Correlation identifier

• Expected duration

• Step thresholds

• Timeout

• User and business dimensions

GermainUX can identify slow steps, overruns, drop-offs, repeated activity, unexpected paths, errors, and lost customer effort.

See Business Process and Workflow Mining.

🐛 Configure error monitoring

Collect and classify:

Separate application failures from expected validation feedback.

Correlate each error with the affected session, page, user group, business-process step, and available server-side evidence.

🚤 Configure performance monitoring

Review capture and analysis for:

• Page and route changes

• User clicks

• Browser transactions

• Network requests

• JavaScript execution

• Third-party services

• Salesforce endpoints

• Custom Lightning components

• Complete user journeys

Use percentiles in addition to averages so slow experiences affecting a subset of users remain visible.

🖥️ Configure Salesforce platform monitoring

Deploy and configure the GermainUX Engine when server-side Salesforce monitoring is required.

Available monitoring can include:

• Salesforce API activity

• Event Monitoring logs

• Real-Time Event Monitoring

• Apex and Flow information

• Debug logs

• Audit events

• Resource usage

• Platform Event usage

• Instance status

• Errors and exceptions

See:

• Salesforce Monitoring Configuration

• Salesforce Monitoring KPIs

🤖 Configure synthetic monitoring

Create synthetic scenarios for critical Experience Cloud workflows.

Configure:

• Selenium scenario

• Execution Engine

• Execution location

• Synthetic account

• Credentials

• Safe test data

• Schedule

• Timeout

• Step measurements

• Success assertions

• Cleanup

• SLA thresholds

• Alerts

Run several successful unattended tests before enabling recurring execution.

🔬 Configure the JS Profiler

Use the JS Profiler for targeted troubleshooting when RUM identifies a browser-side issue requiring deeper evidence.

Limit profiling by:

• Site and environment

• User or group

• Browser or computer

• Page or component

• Script

• Time period

The profiler captures browser-side JavaScript, network, and execution data. It does not directly profile server-side Apex code.

📈 Configure KPIs and SLAs

After verifying data collection, enable the required Experience Cloud KPIs.

For each critical KPI:

1. Confirm that data is received.

2. Select the appropriate measure.

3. Establish a baseline.

4. Configure warning and critical thresholds.

5. Select an evaluation period.

6. Configure alert conditions.

7. Assign an owner.

8. Add diagnostic or corrective actions.

9. Define maintenance periods.

10. Test alert creation and recovery.

See KPIs for Salesforce Experience Cloud.

🔔 Configure alerts and automation

Alerts can be triggered by:

• Site unavailability

• Synthetic journey failure

• Performance degradation

• Error-volume increase

• New error category

• Business-process overrun

• Drop-off increase

• Negative user feedback

• Salesforce API or instance problem

Responses can include:

• Email, SMS, or Slack notification

• ServiceNow incident

• Diagnostic collection

• HTTP request

• Script execution

• Scheduled report

• Approved corrective action

• Recovery validation

Limit automatic remediation to explicit, approved, tested, and reversible actions.

✅ Validate the configuration

Real User Monitoring

Confirm that:

• The correct site and environment are assigned.

• Guest and authenticated identities are handled correctly.

• Pages, clicks, and requests are captured.

• Errors appear under the intended KPIs.

• Bot traffic is excluded.

Session Replay

Confirm that:

• Replay reconstructs the expected journey.

• User interactions appear in order.

• Errors and workflow events are included.

• Sensitive content is protected.

• Logout or identity transition ends the appropriate session.

Feedback and business processes

Confirm that:

• Feedback retains site and session context.

• Business-process instances start and finish correctly.

• Steps and durations are accurate.

• Failures, timeouts, and drop-offs are classified correctly.

Server-side monitoring

Confirm that:

• The Engine is online.

• Salesforce authentication succeeds.

• API, log, event, capacity, and instance data appear as configured.

• Browser and server-side events can be correlated.

Alerts

Confirm that:

• SLA violations generate the intended notification.

• Maintenance periods suppress expected alerts.

• Recovery closes the alert.

• Alert links open the correct analysis context.

✅ Configuration checklist

Before production rollout, verify that:

• The site URL matches the intended profile.

• RUM JS loads only once.

• Guest and authenticated identities are correct.

• Session timeout is appropriate.

• Session Replay is configured as intended.

• Privacy rules have been tested.

• Bots and synthetic users are excluded.

• Feedback has an owner.

• Critical journeys are configured.

• Error categories are meaningful.

• Expected KPIs receive data.

• SLAs and alerts have been tested.

• Synthetic scenarios use safe credentials and data.

• Automatic actions have appropriate safeguards.

📚 Related documentation

• Deploy Monitoring for Salesforce Experience Cloud

• User Monitoring for Salesforce Experience Cloud

• User Feedback for Salesforce Experience Cloud

• KPIs for Salesforce Experience Cloud

• Automation

ℹ️ Get More Information

GermainUX can help determine which monitoring, analytics and automation capabilities are appropriate for your Salesforce Experience Cloud environment.

Contact GermainUX Support.