🎯 KPIs for Salesforce Experience Cloud Monitoring
GermainUX provides preconfigured KPIs for monitoring the availability, performance, usage, and user experience of Salesforce Experience Cloud sites. You can also create custom KPIs for organization-specific pages, components, journeys, and service-level objectives.
The KPIs available in your environment depend on the monitoring components you deploy and the Salesforce features enabled for your organization.
🔍 KPI data sources
|
Monitoring component |
Primary KPI coverage |
|---|---|
|
RUM JS |
Login, logout, Page performance, navigation, clicks, browser errors, network requests, user sessions, feedback, and business processes |
|
JS Profiler |
Browser-side JavaScript execution and network performance |
|
Engine |
Salesforce API, platform, event, audit, capacity, usage, and availability data,API, record, report, security, and other Salesforce event activity |
|
Mobile App |
Experience Cloud activity performed through a monitored mobile application |
|
RPA Bot Recorder |
Synthetic availability, response time, and business-process execution |
RUM JS and JS Profiler provide browser-side telemetry. They do not directly profile server-side Apex execution. Server-side Salesforce information is collected through the Engine, Salesforce APIs, event logs, or debug logs.
📊 Recommended Experience Cloud KPIs
👥 User sessions
Use session KPIs to understand who uses the site, how long sessions last, and whether users complete their intended journeys.
|
KPI |
Description |
|---|---|
|
User Session Replay |
One continuous user interaction with the Experience Cloud site |
|
Session Duration |
Total elapsed time between the beginning and end of a session |
|
Active Users |
Number of distinct users active during the selected period |
|
Sessions |
Total number of sessions during the selected period |
|
Pages per Session |
Average number of page views or virtual-page transitions in each session |
|
Engaged Session |
Session that meets the configured engagement criteria |
|
Abandoned Session |
Session that ends before the expected journey is completed |
|
Authenticated Session |
Session associated with a known Salesforce or Experience Cloud user |
|
Guest Session |
Session performed by an unauthenticated site visitor |
Keep the same session identifier when a guest signs in if you want to analyze the complete guest-to-authenticated journey.
🧭 Page and navigation performance
Experience Cloud sites frequently behave as single-page applications. Configure virtual-page and route detection so navigation within the site is measured even when the browser does not perform a full page load.
|
KPI |
Description |
|---|---|
|
Page Load |
Time required to load a full page |
|
Virtual Page Load |
Time required to complete an in-app route or view transition |
|
Page View |
Number of times a page or application view is displayed |
|
Page Response Time |
End-to-end time associated with the monitored page or view |
|
Slow Page |
Page or view whose response time exceeds its configured threshold |
|
Navigation Time |
Time between a user navigation action and the resulting view becoming usable |
|
Core Web Vitals |
Browser experience measurements such as LCP, INP, and CLS when supported by the deployed RUM version |
|
Resource Load |
Loading time for scripts, stylesheets, images, fonts, and other browser resources |
Define stable logical page names for Experience Builder routes. This prevents record identifiers, query strings, locale prefixes, or dynamic URL segments from fragmenting the KPI data.
🖱️ User interaction
|
KPI |
Description |
|---|---|
|
User Click |
User interaction with a monitored button, link, menu, or component |
|
Click Duration |
Cumulative duration of synchronous and asynchronous activity associated with a click |
|
Slow Click |
Click whose resulting activity exceeds the configured threshold |
|
Unresponsive Click |
Interaction that produces no expected navigation, request, or state change |
|
Rage Click |
Repeated clicks in the same area within a short interval |
|
Form Submission |
Attempt to submit a monitored Experience Cloud form |
|
Form Abandonment |
Form journey that begins but is not completed |
|
Search |
Search performed through the Experience Cloud site |
|
File Download |
Download initiated through a monitored page or component |
For useful reporting, assign business-oriented names such as Submit Support Case, Search Knowledge, or Accept Partner Lead instead of relying only on HTML element text.
Browser and application errors
|
KPI |
Description |
|---|---|
|
JavaScript Error |
Unhandled or explicitly captured browser-side JavaScript failure |
|
Network Error |
Failed browser request, timeout, or monitored unsuccessful response |
|
Application Error |
Software failure that prevents correct operation and is visible to the user |
|
Browser Crash |
"Aw, Snap!" error in Google Chrome means the browser tab has crashed unexpectedly, kicking the salesforce user out. |
|
Silent Application Error |
Software failure detected by monitoring but not shown to the user |
|
User Validation |
Expected feedback that prevents an invalid user action |
|
Component Error |
Failure associated with a Lightning Web Component, Aura component, or custom site component |
|
Error Rate |
Percentage of monitored operations or sessions containing errors |
|
Affected Users |
Number of distinct users who encountered an error |
Do not classify expected validation messages as application failures. Keeping validation separate prevents normal form behavior from inflating reliability and error-rate KPIs.
📡 Network and service requests
|
KPI |
Description |
|---|---|
|
HTTP Request |
Browser request issued by the Experience Cloud site |
|
Request Duration |
End-to-end duration of a monitored request |
|
Slow Request |
Request whose duration exceeds its configured threshold |
|
Failed Request |
Request that times out, fails at the network layer, or returns a configured unsuccessful status |
|
Salesforce Request |
Request made to a Salesforce endpoint |
|
Third-Party Request |
Request made to an external service, CDN, identity provider, analytics service, or integration |
|
Request Throughput |
Number of requests during the selected period |
|
Request Error Rate |
Percentage of monitored requests that fail |
Exclude or sanitize sensitive URL parameters, request bodies, headers, and response content before enabling detailed request capture.
⚙️ Business-process KPIs
Business-process monitoring connects individual pages, clicks, and requests into complete Experience Cloud journeys.
Common processes include:
|
Process |
|---|
|
User registration and account activation |
|
Login, logout, and password recovery |
|
Support-case creation |
|
Case-status review |
|
Knowledge search and article viewing |
|
Partner lead registration |
|
Opportunity submission |
|
Order or application submission |
|
Profile and preference updates |
Each configured process can produce KPIs such as:
|
KPI |
Description |
|---|---|
|
Business Process |
Complete monitored journey from its defined start to completion or abandonment |
|
Business Process Step |
One configured stage within the journey |
|
Completion Rate |
Percentage of started processes completed successfully |
|
Failure Rate |
Percentage of processes ending in an error or configured failure state |
|
Abandonment Rate |
Percentage of processes started but not completed |
|
Process Duration |
Total time required to complete the journey |
|
Step Duration |
Time spent in an individual process step |
|
Process Volume |
Number of process instances during the selected period |
Custom business processes automatically make additional process and step dimensions available for dashboards, pivots, and reports.
☁️ Salesforce platform KPIs
When the GermainUX Engine and the required Salesforce APIs are configured, Experience Cloud browser telemetry can be supplemented with Salesforce platform information.
💓 Availability, capacity, and usage
|
KPI |
Description |
|---|---|
|
Salesforce Health Check |
Health information collected through the configured Salesforce API |
|
Salesforce Instance Status |
Availability information for the Salesforce instance |
|
Salesforce Resource Usage |
Consumption of monitored Salesforce resources |
|
Salesforce Platform Event Usage |
Event publishing and CometD delivery usage |
|
Salesforce Records Count |
Volume of records for configured objects |
|
Salesforce Cron Job |
Status and details of scheduled jobs |
|
Salesforce Setup Audit |
Administrative configuration changes |
🔒 Login and security events
Depending on Salesforce licensing and Event Monitoring configuration, the following events may be available:
|
Event |
|---|
|
Login and logout |
|
Login As activity |
|
API activity and API anomalies |
|
Credential-stuffing detections |
|
Session-hijacking detections |
|
Report execution and report anomalies |
|
Record changes |
|
Bulk API result downloads |
The Login As event can be particularly relevant to Experience Cloud because it identifies administrators signing in as another user, including supported Experience Cloud scenarios.
🗄️ Code, log, and backend execution
When Salesforce debug-log or event-log collection is enabled, GermainUX can report KPIs for:
|
Backend KPI |
|---|
|
Apex execution and triggers |
|
Apex callouts |
|
Unexpected Apex exceptions |
|
SOQL and database execution |
|
Flow interviews and coverage |
|
Visualforce execution |
|
Aura requests |
|
REST, SOAP, Bulk API, and URI activity |
These backend KPIs require the corresponding Salesforce collection configuration. They are not produced by RUM JS or JS Profiler alone.
🤖 Synthetic monitoring KPIs
RPA-based synthetic scenarios measure site availability and performance even when no real users are active.
|
KPI |
Description |
|---|---|
|
Scenario Availability |
Percentage of scheduled executions completed successfully |
|
Scenario Duration |
Total time required to execute the scenario |
|
Step Duration |
Time required for an individual synthetic step |
|
Scenario Failure |
Execution that fails a validation or cannot complete |
|
Validation Failure |
Expected page, component, value, or state was not found |
|
Execution Volume |
Number of scheduled scenario runs |
|
SLA Compliance |
Percentage of executions meeting the configured objective |
Use a dedicated test account and non-production-safe data wherever possible. Do not run destructive synthetic actions against production records unless the scenario has been explicitly designed for that purpose.
💬 User-feedback KPIs
If the GermainUX feedback popup is enabled, you can correlate user sentiment with sessions, pages, errors, and performance.
Common feedback measurements include:
|
Feedback KPI |
|---|
|
Positive and negative feedback volume |
|
Feedback score or sentiment |
|
Feedback by page or component |
|
Feedback by user, account, browser, device, or location |
|
Feedback associated with slow pages or failed requests |
|
Feedback associated with a session replay |
|
Comments submitted by users |
Apply the configured privacy rules to feedback comments because users may enter personal or confidential information.
📈 Analyze KPIs
Use dashboards and pivots to break down Experience Cloud KPIs by dimensions such as:
|
Dimension |
|---|
|
Site and application |
|
Environment |
|
Page or route |
|
Experience Builder component |
|
User or guest status |
|
Account, contact, profile, or user type |
|
Browser, operating system, and device |
|
Geography and network |
|
Salesforce organization and instance |
|
Error type |
|
Request endpoint |
|
Business process and step |
|
Release or application version |
Start with these dashboard views:
|
Dashboard view |
|---|
|
Availability and synthetic health |
|
Active users and session trends |
|
Page and route performance |
|
Slow and failed user interactions |
|
Browser and application errors |
|
Network and Salesforce request performance |
|
Business-process completion and abandonment |
|
User feedback and affected-session analysis |
Use Session Replay to investigate an affected session. Replay reconstructs the monitored browser experience from captured events; it is not a video recording.
✨ Create custom KPIs
Create a custom KPI when a preconfigured KPI does not represent the business outcome or technical operation you need to measure.
A useful custom KPI should define:
|
Checklist item |
|---|
|
The event or transaction being measured |
|
Its business meaning |
|
The expected unit, such as seconds, count, percentage, or score |
|
The dimensions needed for analysis |
|
Warning and critical thresholds |
|
The applications and environments to which it applies |
|
Privacy and data-retention requirements |
|
The owner responsible for reviewing it |
Examples include partner registration completion, knowledge-search success, case deflection, application submission, and response time for a specific Lightning Web Component.
✅ Validation checklist
After deployment, verify that:
|
Validation |
|---|
|
The Experience Cloud site appears under the intended application name. |
|
Authenticated and guest sessions are classified correctly. |
|
Client-side navigation generates distinct logical page views. |
|
Clicks use stable, meaningful names. |
|
Network requests are assigned to the correct site and operation. |
|
Expected validation messages are separate from application errors. |
|
Sensitive values are masked or excluded. |
|
Business-process steps appear in the correct sequence. |
|
Synthetic runs use the intended environment and account. |
|
Engine-based Salesforce KPIs are arriving at their configured schedule. |
|
Dashboards use the correct environment, site, and time filters. |
|
Alerts are configured only after a representative baseline is available. |
🔗 Related documentation
|
Document |
Link |
|---|---|
|
KPIs for Salesforce Classic and Lightning |
https://docs.germainux.com/main/salesforce-monitoring-kpis?utm_source=chatgpt.com |
|
KPIs, Pivots, and Measures |
|
|
Configure Salesforce Experience Cloud Monitoring |
https://docs.germainux.com/main/configure-monitoring-for-salesforce-experience-clo |
|
Configure User Monitoring and Session Replay |
https://docs.germainux.com/main/user-monitoring-for-salesforce-experience-cloud-co |
|
Configure User Feedback |
https://docs.germainux.com/main/user-feedback-for-salesforce-experience-cloud-conf |
ℹ️ Get More Information
GermainUX can help determine which monitoring, analytics and automation capabilities are appropriate for your Salesforce Experience Cloud environment.
Component: Engine, JS Profiler, Mobile App, RPA Bot Recorder, RUM JS
Feature Availability: 2018.1 or later