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ComponentsEngineJS ProfilerMobile AppRPA Bot RecorderRUM JS
Availability2022.1 or later

Configure User Feedback for SAP

Enable feedback on SAP

Configure User Feedback for SAP

Step-by-step SAP feedback setup

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Configure User Feedback for SAP

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Overview

GermainUX can collect feedback directly from users of SAP Fiori, SAPUI5, Web GUI, SAP Commerce Cloud, and other compatible browser-based SAP applications. Feedback is automatically associated with available context such as the application, page, user session, business process, errors, and performance data. This helps teams understand what the user experienced before submitting feedback.

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Prerequisites

Before configuring user feedback:

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Configure Feedback Collection

1

Go to Workspace > Analytics > UX Monitoring Profiles

2

Select the profile used by the SAP application

3

Enable user feedback

4

Configure the feedback prompt, rating scale, and optional comment field

5

Define when and where the prompt appears

6

Select the application, pages, users, or business processes in scope

7

Save and publish the configuration

The available settings may vary by GermainUX version.

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Feedback Triggers

Feedback can be requested:
  • When the user selects the feedback option
  • After completing or abandoning a business process
  • After an application error or slow interaction
  • On selected pages or SAP Commerce Cloud journey steps
  • According to targeting or sampling rules
Avoid displaying prompts too frequently or during critical user actions.

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Analysis

Use GermainUX dashboards to analyze feedback by:
  • Rating and comment
  • Application, page, or transaction
  • Business-process step
  • SAP Commerce Cloud journey stage
  • Error or performance issue
  • Browser, device, or location
  • User session
When Session Replay is enabled, authorized users can review the captured session leading to the feedback while respecting configured privacy controls.

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Alerts

Configure alerts or reports for:
  • Negative feedback
  • Sudden changes in satisfaction
  • Feedback associated with errors or failed processes
  • Recurring complaints
  • High-impact SAP Commerce Cloud issues

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Validation

Confirm that:
  • The feedback prompt appears only in the intended context.
  • Ratings and comments reach GermainUX.
  • Feedback is associated with the correct session and application.
  • Sensitive information is masked or excluded.
  • Alerts and reports reach the appropriate recipients.

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Configure User Feedback for SAP

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Overview

GermainUX enables users to submit feedback directly from SAP Fiori, SAPUI5, Web GUI, SAP Commerce Cloud, and other compatible browser-based SAP applications. Feedback can be correlated with the user’s digital experience, including:
  • Application and page
  • User session
  • Business-process step
  • User actions
  • Application errors
  • Performance issues
  • Browser and device
  • Session Replay, when enabled
This context helps teams understand what happened before the user submitted feedback and distinguish application issues from usability, training, and business-process problems.

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Prerequisites

Before configuring user feedback:
1

Deploy GermainUX RUM JS in the SAP web application

2

Confirm that user sessions and application activity are reaching GermainUX

3

Configure data masking and privacy rules

4

Enable Session Replay if visual context is required

5

Identify the applications, pages, and business processes where feedback should be available

User feedback requires GermainUX monitoring to run in the relevant browser context. It is not intended for the native SAP GUI desktop client.

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Supported Applications

User feedback can be configured for compatible browser-based SAP applications, including:
  • SAP Fiori
  • SAPUI5
  • SAP Web GUI
  • SAP portals
  • Custom SAP web applications
  • SAP Commerce Cloud storefronts
  • SAP Commerce Cloud administrative interfaces
The available context depends on the telemetry captured for each application.

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Configure User Feedback

1

Go to Workspace > Analytics > UX Monitoring Profiles

2

Select the profile used to monitor the SAP application

3

Enable user feedback collection

4

Configure the feedback prompt

5

Select the rating scale and optional comment field

6

Define the applications, pages, or users in scope

7

Configure when the prompt can appear

8

Save and publish the updated profile

9

Test the feedback experience in a nonproduction environment

The exact options may vary by GermainUX version.

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Configure the Feedback Form

A feedback form can include:
  • Satisfaction rating
  • Category or reason
  • Optional written comment
  • Page or process context
  • Contact permission or follow-up request
  • Custom fields relevant to the application
Keep the form short so users can submit feedback without interrupting their work. Avoid requesting passwords, payment information, authentication tokens, health information, or other sensitive data in free-text fields.

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Configure When Feedback Appears

Feedback can be collected through a user-initiated control or a configured prompt. Depending on the application and configuration, the prompt can be associated with:
  • A selected page or application
  • Completion of a business process
  • Abandonment of a process
  • An application error
  • A slow user interaction
  • A specific SAP Commerce Cloud journey step
  • Configured targeting or sampling rules
Avoid displaying feedback prompts too frequently or while users are completing critical actions.

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SAP Commerce Cloud Feedback

For SAP Commerce Cloud, feedback can help identify issues affecting:
  • Product discovery
  • Search results
  • Product information
  • Add-to-cart activity
  • Cart management
  • Checkout
  • Payment
  • Order confirmation
  • Account management
  • Overall storefront experience
Analyze feedback alongside search behavior, cart and checkout events, errors, abandonment, performance, and confirmed conversion data. For example, negative checkout feedback can be correlated with the user’s browser errors, failed network requests, checkout duration, and Session Replay.

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Analyze Feedback

Use GermainUX dashboards to analyze feedback by:
  • Rating
  • Feedback category
  • Comment
  • Application and environment
  • Page or route
  • Business process and step
  • SAP Commerce Cloud journey stage
  • User session
  • Error type
  • Performance
  • Browser, device, or location
  • Application release
Feedback should be evaluated together with measured behavior. A low rating may be caused by an application error, poor performance, confusing workflow, missing information, or an outcome unrelated to the software.

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Correlate Feedback with Session Replay

When Session Replay is enabled, authorized users can review the captured session leading to the feedback. Session Replay can help determine:
  • What the user attempted to do
  • Where the user encountered difficulty
  • Which errors appeared
  • Whether an interaction was slow
  • Which process step failed or was abandoned
  • Whether the problem can be reproduced
Session Replay reconstructs captured application activity. Its completeness depends on the monitoring scope, browser context, privacy configuration, and data collected during the session.

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Alerts and Reports

Configure alerts for feedback that requires immediate attention, such as:
  • Very low ratings
  • Feedback associated with an application error
  • Failed checkout or payment feedback
  • Repeated complaints about the same process
  • Sudden increases in negative feedback
  • Feedback from a critical user group or business process
Scheduled reports can summarize:
  • Feedback volume
  • Average rating
  • Rating trends
  • Most frequent categories
  • Applications and processes receiving the most negative feedback
  • Related errors and performance problems
  • SAP Commerce Cloud feedback by journey stage
  • New or recurring comments

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Validation

After enabling user feedback:
1

Confirm that the feedback control or prompt appears in the intended application

2

Verify that it does not interfere with SAP navigation or business processes

3

Submit test ratings and comments

4

Confirm that the feedback reaches GermainUX

5

Verify that it is associated with the correct application and session

6

Confirm that related errors and performance telemetry are available

7

Test the Session Replay link, when enabled

8

Verify that sensitive information is masked or excluded

9

Confirm that alerts and reports reach the correct recipients

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Troubleshooting

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The feedback prompt does not appear

Verify that:
  • RUM JS is deployed and running.
  • The correct UX Monitoring Profile is enabled.
  • The application URL matches the configured scope.
  • Targeting and sampling rules include the current session.
  • The prompt has not already been dismissed or submitted.
  • The application permits GermainUX to execute in the required browser context.

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Feedback is not associated with a session

Confirm that:
  • User-session monitoring is enabled.
  • Feedback and session telemetry use the same application profile.
  • The session remained active when the feedback was submitted.
  • Required identifiers have not been removed by configuration.

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Session Replay is unavailable

Verify that:
  • Session Replay is enabled for the application.
  • The session was selected for recording.
  • Privacy or retention settings have not excluded the recording.
  • The replay data has completed processing.

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Privacy and Security

Apply appropriate privacy controls before collecting user feedback: Feedback collection and Session Replay must follow the organization’s privacy, security, and regulatory requirements.

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Get More Information

GermainUX can help determine which monitoring, analytics and automation capabilities are appropriate for your SAP environment. Contact GermainUX Support.

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Get Help

Contact GermainUX Support

The GermainUX team helps you get up and running faster, empower your team, turn data into actionable insights, and optimize performance to deliver measurable business outcomes.

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The content of this document is proprietary to GERMAIN SOFTWARE.