Salesforce Digital Intelligence

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Salesforce Monitoring Overview

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What GermainUX Does

By combining Real User Monitoring, Session Replay, process mining, application performance monitoring, analytics and automation, GermainUX helps teams understand not only what happened, but also why it happened, who was affected and what action should be taken. When appropriate and considered safe, remediation can also be automated.

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How to Access GermainUX

GermainUX supports Salesforce Lightning Experience and Salesforce Classic and is available on the Salesforce AppExchange.

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Business Outcomes

GermainUX helps organizations using Salesforce CRM:

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What GermainUX Monitors

GermainUX provides visibility across the Salesforce user experience, business workflows and supporting technology stack.

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Real User Monitoring and Session Replay

GermainUX records real Salesforce user activity with millisecond-level timing precision, helping teams quickly understand what users experienced and why an issue occurred. Instead of reviewing hours of recordings, teams can search for specific users, actions, errors, performance conditions or business events and replay the moments that matter. Session data and related business metadata remain searchable both across the user population and within individual sessions. Capabilities include: Six Heatmaps for Understanding the Salesforce User Experience at Scale: Learn more about Real User Monitoring and Session Replay.

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Monitoring Salesforce Lightning

The depth of browser-side monitoring available for Salesforce Lightning depends on how GermainUX is deployed. Deploy Monitoring for Salesforce describes the deployment options and configuration needed for the desired monitoring depth.

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AI-Generated Session Summaries

GermainUX can summarize an individual user session so teams do not need to watch an entire workday of activity. The summary describes what the user attempted to accomplish, where friction occurred and what may have affected productivity or adoption. GermainUX can also analyze multiple sessions together to identify the most frequent or consequential UX, adoption and productivity issues, helping teams focus on improvements with the greatest business impact.

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User Feedback and Surveys

The GermainUX Feedback Popup allows users to submit feedback directly within Salesforce. Each response can be analyzed alongside the corresponding recorded session, providing the behavioral and technical context needed to understand the user’s experience. Learn more about the Feedback Popup.

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Adoption Analytics and Business Process Mining

GermainUX helps organizations understand how Salesforce is actually used and where workflows reduce adoption, productivity or operational effectiveness. It automatically identifies: These insights help teams determine where training, UX improvements, Salesforce configuration changes, process redesign or technical remediation will have the greatest effect. Salesforce Adoption Analysis: Identify Where Salesforce Business Processes Are Ineffective, at scale:

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Cross-Application Business Journeys

Business processes often extend beyond Salesforce. GermainUX can analyze journeys spanning websites, Salesforce interactions, contact-center activity, in-person events and downstream order-fulfillment or delivery systems. At the population, team, user and milestone levels, teams can quantify time lost, identify ineffective process stages and replay the sessions that contributed to the measured productivity loss. Learn more about Journey analysis, monitoring custom workflows and how to configure cross-application monitoring.

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End-to-End Performance and Transaction Analysis

GermainUX correlates transactions from browser-side JavaScript and HTTP activity through integrations, Salesforce Apex execution, SOQL and database operations. This enables teams to follow a user action or service transaction through every observable layer and identify where time was spent or failure occurred.

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User Click and Page Analysis

Every monitored user click can be analyzed across: Advanced browser-side analysis, including detailed JavaScript execution visibility, depends on the deployed GermainUX browser-monitoring components. Salesforce Click Performance Analysis Example:

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Apex and SOQL Insights

GermainUX can monitor Apex execution, failures and performance alongside SOQL activity. These insights help developers and administrators identify code, queries, triggers or transactions contributing to slow or failed Salesforce operations.

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Transaction Performance Comparison

When analyzing a slow or failed Salesforce transaction, use Comparison to compare its performance with another execution of the same transaction, such as the fastest, slowest, most recent, first seen, or last seen. Comparison can reveal: This helps pinpoint why a Salesforce transaction is slower or failing, identify the underlying bottlenecks, and accelerate resolution to improve CRM performance and user productivity. More details on Transaction Performance Comparison.

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HTTP and Integration Analysis

GermainUX monitors HTTP requests and Salesforce integrations to identify failures, latency and downstream dependencies. This can include API traffic, CTI, chat, messaging and other connected services. The precise depth of correlation depends on the monitored endpoint, Salesforce permissions and the instrumentation available in connected systems.

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Visualforce and Custom Object Insights

GermainUX can monitor Visualforce activity and metrics associated with standard or custom Salesforce objects. Organizations can also configure monitoring for application-specific objects and fields relevant to their workflows—for example, a custom error object used by an internal application.

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Salesforce Data, Events and Platform Monitoring

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Record and Change Data Monitoring

GermainUX can monitor Salesforce record creation, updates, deletions and rollbacks using Salesforce Change Data Capture where supported and configured. Change Data Capture availability depends on the Salesforce edition, object support, event allocations and organization configuration. Refer to Salesforce documentation for supported Change Data Capture objects and Change Data Capture allocations.

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Event Monitoring and Platform Events

GermainUX can ingest and analyze relevant Salesforce events, including Event Monitoring and real-time event data, according to the Salesforce licenses and permissions available in the monitored organization. Platform Event monitoring can provide visibility into publishing, delivery and consumption. Learn more about Salesforce Platform Event usage monitoring.

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Limits, Capacity and Resource Usage

GermainUX can monitor Salesforce platform usage, capacity and resource limits to help teams detect conditions that could affect application availability or performance. This can include: Learn more about Salesforce limits through the REST API.

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Instance Status and Security Health

GermainUX can monitor Salesforce instance status and collect relevant Salesforce Security Health Check metrics, helping operational teams correlate platform conditions or security posture changes with observed user and application issues. Learn more about Salesforce Security Health Check.

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Metadata and Setup Audit Monitoring

GermainUX can monitor relevant Salesforce metadata changes and Setup Audit Trail events. This helps teams correlate configuration changes with regressions, maintain operational visibility and support audit requirements. Learn more about Salesforce Setup Audit Trail.

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Omni-Channel, Chat and Conversation Analysis

GermainUX can monitor Salesforce Omni-Channel workflows across supported channels such as Live Chat, messaging, SMS and case routing. Capabilities can include: When message collection is enabled and permitted by the organization’s privacy and compliance requirements, GermainUX can analyze conversation content to identify sentiment, intent, communication quality and recurring friction patterns. This helps organizations determine not only whether a conversation went poorly, but also why it did and how frequently the same issue affects customers or agents.

• Detect, analyze, and rank poor-quality phone and chat conversations at scale:

• Detect when a customer does not receive a good response from the Sales or Service Agent or Bot:

• Sales and Service Agent Chat Conversation Duration Analysis:

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Error, Log and Diagnostic Analysis

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Error Monitoring

GermainUX continuously monitors errors affecting Salesforce users, workflows, integrations and platform operations. Analysis helps teams distinguish:

• Errors can be correlated with the affected user session, transaction, Apex execution, SOQL activity, integration and supporting diagnostic data.

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Debug Log and Console Analysis

GermainUX can monitor Salesforce debug logs and browser console events, according to the enabled data sources and Salesforce logging configuration. This evidence can be correlated with user activity and transactions to accelerate root-cause analysis.

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AI-Assisted Analysis

AI Explore allows teams to ask natural-language questions about UX, adoption, productivity, workflow and technology issues. It is available across preconfigured and custom KPIs and can analyze relationships across multiple KPIs. GermainUX also assists teams by: AI-generated findings should support—not replace—appropriate operational and technical review.

• AI Summary of a Real User Session Recorded in Real Time by GermainUX:

• AI Summary of Multiple Real User Sessions Delivered via a Recurring Email Report:

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Alerts, Proactive Detection and Automated Remediation

GermainUX can turn monitoring and analysis into action through: Examples can include correcting inappropriate data, initiating an operational workflow or restarting a connected system under defined and controlled conditions.

• Alert documentation
• Synthetic monitoring
• GermainUX automation

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Audit Trail, Security and Privacy

GermainUX can monitor Salesforce usage, data and metadata changes to support operational and compliance visibility. Security and privacy controls help restrict access to sensitive Salesforce data and support organizational requirements such as GDPR. Depending on the deployment, sensitive information can be masked, anonymized or excluded from collection. The monitoring of chat content, record changes, logs and Salesforce events depends on the organization’s Salesforce licenses, permissions, retention policies and configured privacy controls. Learn more about GermainUX Data Privacy and Security.

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Supported Salesforce Experiences

GermainUX supports Salesforce Lightning Experience and Salesforce Classic. It can also monitor Salesforce workflows involving Visualforce, custom objects, Apex, SOQL, integrations and Omni-Channel when the relevant Salesforce capabilities, licenses, permissions and GermainUX components are configured. The precise feature set depends on the Salesforce edition, enabled Salesforce services, monitored interfaces, security configuration and deployment architecture.

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Additional Resources

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The content of this document is proprietary to GERMAIN SOFTWARE.