Monitoring & Analytics - Salesforce (enh)

Customers

General Electric, Largest US-Based Healthcare

Description

Six enhancements pre-configured in Germain, to further improve real-time insights as it monitors SalesForce.com

1. Enhancement: Additional real-time analysis of SFDC Log

• New KPIs being preconfigured in/monitored by Germain (in addition to all other kpi listed here: https://docs.germainux.com/main/salesforce-com-monitoring)

  • PlatformEventUsage

    • Custom Log Objects

    • LogEvent__c (This is new one will be available after 05/13/2022)

    • System_Error__c

  • Metadata/Settings

    • CustomLabel

    • Custom Metadata Objects

    • Custom Setting Objects

  • Other objects like

    • AsyncApexJob

    • FlowInterview

• Dashboards/portlets

2. Enhancement: Click Duration Breakdown

Time breakdown of a User Click, from the time it takes on the Browser to Backend Application and Database of Salesforce.com

3. Enhancement: Alerts when a Salesforce Case (in this example, Cases are Credit Card or Membership Orders) stays in “submitted” status longer than 30 minutes

This Client wanted to be alerted whenever a Case in Salesforce (Credit Card or Membership Orders) stays in “submitted” status longer than 30 minutes.

Problem

Client used rely on a VB script to run the below SOQL and check on state of the Cases and generate an alert, but that approach wasn't effective for a number of reasons.

Solution

Germain runs every minute, these 2 SOQL (below) against the salesforce database. Stores the result into Germain datamart. Then Germain generates an event whenever it detects a change to the Credit Card or Membership Order via the execution of a Rule (below).

This enhancement is not specific to Salesforce, so you can follow the same mechanism and approach for data stored in other data sources of any other app.

Credit Card Cases in Submitted Status for more than 30 minutes

• SOQL Statement to check on Credit Card staying in Submitted status for more than 30 minutes

SELECT Id, CaseNumber, Siebel_Id__c, Status, Partner__c, System_Category__c, Type__c, Sub_Type__c, Payment_Frequency__c, CreatedDate
from Case
where Status = 'Submitted'
and Type__c = 'Billing/Payment Maintenance'
and Sub_Type__c like 'Credit Card%'
and SR_Number__c = null
and CreatedDate >= 2022-01-06T00:00:00Z
ORDER BY Type__c, Sub_Type__c, CreatedDate DESC

• SOQL Statement to check on Membership Orders staying in Submitted status for more than 30 min

SELECT Id, CaseNumber, Siebel_Id__c, Status, Partner__c, RecordType.name, System_Category__c, Type__c, Sub_Type__c, Payment_Frequency__c, CreatedDate
from Case
where Status = 'Submitted'
and Type__c = 'Program Maintenance'
and Sub_Type__c in ('Membership Enrollment','Membership Renewal','Renewal with Update')
and SR_Number__c = null
and CreatedDate >= 2022-01-01T00:00:00Z
ORDER BY Type__c, Sub_Type__c, CreatedDate DESC

• Rule

sfdc-document-change-status.drl.txt

4. Enhancement: Aura Error “Sorry to interrupt”

Germain catches (records, lets the client replay the recorded session, provides business impact analysis, etc) whenever a Salesforce User sees this error message:

and makes it available on Germain’s RCA screen

5. Enhancement: Capture External Domain

Now a mouse click on button or link or img that points to an external domain gets that external domain assigned as the “target” in Germain, so you can derive analytics and search on this.

• Example of an click that routes the salesforce user to a domain that is external to salesforce

6. Enhancement: “Click Name”

This feature generates a “name” for each click that a User performs on Salesforce. This naming convention is configurable.