User Feedback for Salesforce Experience Cloud (Configure)

⚙️ Configure User Feedback for Salesforce Experience Cloud

The GermainUX User Feedback Popup allows authenticated and guest users to provide feedback directly from a Salesforce Experience Cloud site.

Each response can be correlated with the user’s current experience, including:

Item
Site and environment
Page and URL
Authenticated or guest session
Recent navigation and clicks
Errors and validation messages
Performance and network activity
Business-process or journey step
Session Replay, when enabled

This helps teams understand both what the user reported and what occurred before the feedback was submitted.

Component: GermainUX RUM JS
Feature availability: GermainUX 2017.2 or later

📋 Prerequisites

Before enabling feedback:

Requirement	Details
Deploy RUM JS	Deploy RUM JS on the Experience Cloud site.
Verify sessions	Verify that user sessions reach GermainUX.
Configure UX Monitoring Profile	Configure the Experience Cloud UX Monitoring Profile.
Identity handling	Configure authenticated and guest identity handling.
Session Replay	Enable Session Replay when required and permitted.
Privacy controls	Apply privacy, masking, and retention controls.
Ownership	Define who owns and responds to feedback.
Pilot population	Select a controlled pilot population.
CSP	Confirm that the site’s CSP allows the GermainUX integration.

See Deploy Monitoring for Salesforce Experience Cloud.

🎯 Define the feedback objective

Use feedback to answer a specific question.

Objective	Example prompt
General experience	How was your experience on this site?
Self-service success	Did you find what you needed?
Workflow efficiency	Was this process easy to complete?
Problem reporting	Did you encounter a problem?
Content quality	Was this information helpful?
Case submission	Was it easy to submit your request?
Adoption	What prevented you from using this feature?
NPS	How likely are you to recommend this product or service?

Keep questions short, neutral, and actionable.

📥 Available feedback formats

Depending on the configured feedback mechanism, GermainUX can capture:

Format
Thumbs up or thumbs down
Positive or negative feedback
Written comments
Ratings and scores
Survey responses
NPS responses
Site, page, user, and session context

A thumbs-up or thumbs-down response is not an NPS score.

Standard NPS requires the likelihood-to-recommend question and a 0–10 scale:

Score	Category
`0–6`	Detractor
`7–8`	Passive
`9–10`	Promoter

NPS = Percentage of Promoters - Percentage of Detractors

The popup is disabled by default and must be enabled for the applicable Experience Cloud UX Monitoring Profile.

Go to:

Workspace > Analytics > UX Monitoring Profiles

Depending on the GermainUX version:

Workspace > Settings > Analytics > UX Monitoring Profiles

Select the profile for the Experience Cloud site and open its initialization script.

Enable the popup:

JavaScript

const settings = germainApm.getDefaultSettings(loaderArgs, agentConfig);

settings.plugins.feedback.enabled = true;

germainApm.start(settings);

Add the feedback setting to the existing initialization script. Do not create a second germainApm.start() call.

Save and publish the profile, then open a new Experience Cloud browser session.

The default value is false. To disable it explicitly:

JavaScript

const settings = germainApm.getDefaultSettings(loaderArgs, agentConfig);

settings.plugins.feedback.enabled = false;

germainApm.start(settings);

Disabling the Feedback Popup does not disable Real User Monitoring or Session Replay.

The buttons, labels, colors, comment form, and position can be customized.

JavaScript

const settings = germainApm.getDefaultSettings(loaderArgs, agentConfig);

settings.plugins.feedback = {
    enabled: true,
    positive: {
        icon: 'data:image/jpeg;base64,...',
        label: 'This page was helpful',
        backgroundColor: 'green'
    },
    negative: {
        icon: 'data:image/jpeg;base64,...',
        label: 'I encountered a problem',
        backgroundColor: 'red'
    },
    position: 'bottom-right',
    comment: {
        position: 'right',
        commentHint: 'Tell us more',
        emailHint: 'Email address (optional)',
        sendHint: 'Send feedback'
    }
};

germainApm.start(settings);

Retain the default GermainUX icons or replace the sample data with approved image data.

📖 Configuration reference

TypeScript

type FeedbackSettings = {
    enabled?: boolean;
    positive?: FeedbackButton;
    negative?: FeedbackButton;

    position?:
 'top-left'
 'top-right'
 'bottom-left'
 'bottom-right';

    comment?: {
        position?: 'left' | 'right';
        commentHint?: string;
        emailHint?: string;
        sendHint?: string;

        styles?: Record<
            'container' | 'email' | 'comment' | 'send' | 'close',
            Record<string, string>
        >;
    };
};

type FeedbackButton = {
    icon?: string;
    label?: string;
    backgroundColor?: string;
    parentSelector?: string;
    styles?: Record<string, string>;
};

🧭 Choose the position

Available positions are:

Position	Code
Top left	`top-left`
Top right	`top-right`
Bottom left	`bottom-left`
Bottom right	`bottom-right`

Select a position that does not cover:

Avoid covering
Experience Cloud navigation
Chat or support controls
Form buttons
Cookie or consent banners
Salesforce notifications
Mobile navigation
Accessibility controls

Test the popup across desktop, tablet, and mobile layouts.

Use parentSelector when the controls must be attached to a specific stable site element rather than document.body.

🏷️ Use clear labels

Recommended labels include:

Control	Example
Positive	`This page was helpful`
Negative	`I encountered a problem`
Comment	`Tell us what happened`
Email	`Email address (optional)`
Submit	`Send feedback`

Avoid using “This page contains an error” as the only negative option. Users may be dissatisfied because of content, workflow, usability, performance, or support—not necessarily a technical failure.

👥 Target guest and authenticated users

Define which Experience Cloud audiences should receive feedback controls.

Possible scopes include:

Scope
Guest users
Authenticated customers
Partners
Employees
Specific user groups
Selected site pages
Specific workflows
Pilot users
Specific environments

Targeting can be controlled through the UX Monitoring Profile, URL scope, user attributes, or supported initialization logic.

Test each user type separately because page structure, permissions, and identity context can differ.

⏱️ Control feedback frequency

Avoid survey fatigue.

For automatically triggered questions:

Guideline
Do not prompt on every page
Avoid interrupting a transaction
Prompt after meaningful outcome
Do not immediately repeat
Limit repeated requests
Suppress synthetic users
Avoid overlapping surveys

Persistent positive and negative controls can remain available without automatically opening a survey.

🔗 Correlate feedback with session context

Confirm that feedback retains available context such as:

Context
Experience Cloud site
Environment
Page
URL
Authenticated or guest status
Approved user identifier
Session ID
Submission time
Feedback type
Comment
Related error
Related business process
Related performance activity

This reduces the need for users to describe technical details manually.

🎞️ Connect feedback with Session Replay

When replay is enabled, authorized analysts can review the activity leading to a feedback submission.

Replay can reveal:

What replay can reveal
What the user was trying to accomplish
Which pages were visited
Whether the user repeated actions
Whether a control did not respond
Whether an error appeared
Whether the workflow was confusing
Whether performance contributed
What happened immediately before submission

Protect sensitive information before connecting feedback with replay.

Feedback comments can contain personal, customer, health, financial, or confidential information.

Before production rollout:

Action	Details
Tell users	Tell users not to enter passwords or confidential information.
Contact details optional	Make contact details optional unless necessary.
Mask sensitive values	Mask or exclude sensitive values.
Restrict access	Restrict access to comments and replay.
Define retention	Define a retention period.
Review consent	Review consent and privacy-notice requirements.
Protect reports	Protect exported reports.
Follow-up process	Define an approved follow-up process.
Guest comment policy	Determine whether guest comments may contain identifying information.

A suitable placeholder is:

Tell us what happened. Do not include passwords or confidential information.

✅ Validate the configuration

Test with both guest and authenticated sessions when both populations are monitored.

Validation steps:

Open the Experience Cloud site.
Confirm that the feedback controls appear.
Verify that they do not obstruct the page.
Submit positive feedback.
Submit negative feedback with a comment.
Confirm that both events reach GermainUX.
Verify site, page, user, and session context.
Confirm that Session Replay is linked when enabled.
Verify privacy masking.
Confirm that only authorized users can access the response.

Also test:

Area	Details
Layouts	Desktop and mobile layouts
Browsers	Supported browsers
Components	Custom Lightning Web Components
Transitions	Login and logout transitions
Guest-auth transitions	Guest-to-authenticated transitions
Accessibility	Accessible labels and keyboard navigation

📊 KPIs

See KPIs of Real User Feedback Popup.

Useful measures include:

KPI	Details
Feedback count	Feedback count
Positive count	Positive count
Negative count	Negative count
Positive-response percentage	Positive-response percentage
Negative-response percentage	Negative-response percentage
Comment count	Comment count
Unique users	Unique users
Unique sessions	Unique sessions
NPS	NPS, when properly configured
Feedback with errors	Feedback associated with errors
Feedback with drop-offs	Feedback associated with process drop-offs

🔍 Analyze feedback

Segment responses by:

Segment
Site
Page
User type
Guest versus authenticated
Customer or partner group
Region
Browser or device
Feedback type
Error category
Business process
Journey step
Application version
Time period

Use the new Analysis Dashboard for quick segmentation:

Compare feedback with:

Compare with
Page and click performance
User-facing application errors
User validations
Journey abandonment
Business-process overrun
Repeated activity
Recent releases
Session Replay

Use aggregate trends to identify broad patterns and individual comments to understand specific experiences.

🖥️ Dashboards

Go to:

Workspace > Dashboards > All

Search for:

Search
Salesforce Experience Cloud dashboards
Portlets containing Feedback
User Experience dashboards
Marketing or journey dashboards

The exact dashboards available depend on the installed GermainUX version and configuration.

🔔 Configure alerts and ownership

Create alerts for feedback requiring timely action, such as:

Example
Strongly negative feedback
A severe problem reported in a comment
Feedback correlated with a critical error
Repeated negative feedback for one page or workflow
A sudden decline in positive responses
Feedback from a high-impact process

Route feedback according to its likely owner:

Feedback type	Possible owner
Technical failure	Application support or engineering
Slow performance	Performance or platform team
Workflow difficulty	Product or process owner
Confusing validation	UX, content, or training team
Data problem	Salesforce data owner
General suggestion	Product management
Support request	Customer-support team

Do not generate a separate critical incident for every negative response. Consider severity, comment content, technical evidence, affected-user volume, and business impact.

🚑 Troubleshooting

Verify that:

Check	Details
RUM JS loaded	RUM JS is loaded.
Correct profile	The correct UX Monitoring Profile matches the site URL.
Setting enabled	`settings.plugins.feedback.enabled` is `true`.
Setting timing	The setting is applied before `germainApm.start(settings)`.
Profile published	The profile is saved and published.
New session	The user opened a new session.
CSP	CSP does not block the required resources.
Parent selector	`parentSelector` identifies an existing element.
Site styles	Site styles do not hide the popup.

📤 Feedback submits but does not appear

Check:

Check area	Details
Network requests	Browser network requests
CSP and proxies	CSP, proxy, and firewall rules
Assignment	Application and environment assignment
KPI config	Feedback KPI configuration
Dashboard filters	Dashboard time range and filters
Bot exclusions	Bot and synthetic-user exclusions
Processing errors	GermainUX processing errors

❓ Feedback has no user or session context

Verify that:

Check	Details
RUM active	Real User Monitoring is active.
User identification	User and session identification succeeded.
Same RUM instance	The feedback control uses the same RUM instance.
Not initialized twice	RUM JS is not initialized twice.
Transition handling	Guest-to-authenticated transitions are handled correctly.
Submission timing	The response is submitted before session termination.

Document	Link / Note
Deploy the User Feedback Popup	Deploy the User Feedback Popup
User Feedback	User Feedback
KPIs	KPIs of Real User Feedback Popup
User Monitoring for Salesforce Experience Cloud	User Monitoring for Salesforce Experience Cloud
Configure Monitoring for Salesforce Experience Cloud	Configure Monitoring for Salesforce Experience Cloud

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.

Component: Engine, Mobile App, RUM JS

Feature Availability: 2018.1 or later

⚙️ Configure User Feedback for Salesforce Experience Cloud

📋 Prerequisites

🎯 Define the feedback objective

📥 Available feedback formats

🚀 Enable the Feedback Popup

⛔ Disable the popup

🔧 Customize the popup

📖 Configuration reference

🧭 Choose the position

🏷️ Use clear labels

👥 Target guest and authenticated users

⏱️ Control feedback frequency

🔗 Correlate feedback with session context

🎞️ Connect feedback with Session Replay

🔒 Privacy and consent

✅ Validate the configuration

📊 KPIs

🔍 Analyze feedback

🖥️ Dashboards

🔔 Configure alerts and ownership

🚑 Troubleshooting

🔎 The popup does not appear

📤 Feedback submits but does not appear

❓ Feedback has no user or session context

🔗 Related documentation

ℹ️ Get More Information