User Monitoring and Session Replay for Salesforce Cloud (Configure)

🔖 Salesforce User Monitoring and Replay

GermainUX monitors how real users experience Salesforce Classic and Lightning and records their sessions for replay. It helps Salesforce, UX, support, and engineering teams identify, understand, prioritize, and resolve the issues affecting users.

Instead of relying only on screenshots, user descriptions, or isolated technical logs, teams can replay what happened and correlate the user’s actions with performance, errors, Salesforce events, and business-process activity.

🔎 What You Can Analyze

GermainUX helps teams:

• Replay individual Salesforce user sessions

• Identify slow pages, actions, and workflows

• Detect errors, browser freezes, dead clicks, rage clicks, and other signs of frustration

• Understand where users struggle with Salesforce processes

• Measure lost productivity and workflow overruns

• Analyze adoption by user, role, page, feature, or process

• Correlate user actions with browser, network, Salesforce, Apex, API, and integration events

• Measure the number of users and sessions affected by each issue

• Prioritize issues based on their business and user impact

• Confirm that a deployed fix resolved the issue

📦 Deployment

Salesforce user monitoring and replay can be deployed using:

For prerequisites and detailed installation instructions, see Salesforce Monitoring Deployment.

⚙️ Enable or Disable Session Replay

Session Replay is enabled by default for each UX Monitoring Profile.

1️⃣ To update one profile:

1. Open Germain Workspace.

2. Go to Settings → Analytics → UX Monitoring Profiles.

3. Select the Salesforce monitoring profile.

4. Enable or disable Session Replay Monitoring.

5. Click Save.

🌐 To disable Session Replay globally:

1. Go to Settings → System → UX and Session Replay Settings.

2. Disable Session Replay Data.

3. Click Save.

The global setting takes precedence over the settings configured for individual profiles.

For all available options, see User Monitoring and Replay Configuration.

🔒 Data Privacy

GermainUX provides controls to protect sensitive data collected during Salesforce sessions. Depending on your privacy, security, and regulatory requirements, data can be:

• Excluded

• Masked

• Anonymized

• Encrypted

Monitoring can also be limited or disabled for specific:

• Users

• IP addresses or ranges

• User agents

• Bots and crawlers

• Headless browsers

• Application elements or data fields

Configure these controls before enabling Session Replay in production.

📊 KPIs

GermainUX provides preconfigured Salesforce and Session Replay KPIs for analyzing user activity, experience, performance, errors, and business impact.

See KPIs for Salesforce Classic and Lightning.

🖥️ Dashboard

Navigate to:

Germain Workspace → Dashboards → All → Salesforce User Experience

The dashboard provides an aggregated view of Salesforce user experience. It helps teams identify which issues affect the most users, sessions, business processes, or work time.

From an aggregated metric, users can drill down to:

• Affected segments and leading factors

• Individual occurrences

• Correlated technical and business events

• The associated session replay

💡 Examples

📊 Salesforce User Experience at Scale

The Business Impact view identifies and ranks the UX, process, and technology issues affecting Salesforce users.

🎥 Salesforce Session Replay

The replay shows the user’s Salesforce experience as it occurred, together with the correlated events and transactions needed to understand the issue.

📚 Related Documentation

• Dashboard and Reports

• AI Insights & Recommendations

• Other Analytics Features

• Other Automation Features

ℹ️ Get Help

The Germain Team can help you set this up. Contact GermainUX Support.