User Monitoring for Salesforce Experience Cloud (configure)

⚙️ Configure User Monitoring and Session Replay for Salesforce Experience Cloud

GermainUX Real User Monitoring captures how guest and authenticated users interact with Salesforce Experience Cloud. Session Replay reconstructs their experience and correlates it with performance, errors, network activity, feedback, and business processes.

💡 This helps teams understand:

📋 Prerequisites

Before configuring user monitoring:

See Deploy Monitoring for Salesforce Experience Cloud.

🚀 Initial configuration

For a new Experience Cloud site:

1. Go to Workspace > Settings > Wizards.

2. Select Salesforce Experience Cloud.
   

   

3. Enter the Application Name.

4. Enter the site URL.

5. Configure privacy and bot-exclusion options.
   

   

6. Complete the wizard.

7. Follow the installation steps displayed in the wizard summary.
   

   

   
   

8. Publish the Experience Cloud site.

9. Validate the deployment with a new browser session.

Depending on the GermainUX version, the wizard may appear under:

Workspace > Wizards > Salesforce Experience Cloud

🏷️ Application name

Use a name that identifies both the site and environment.

Examples:

Customer Community - Production

Partner Portal - UAT

Self-Service Experience - Sandbox

Create separate applications or UX Monitoring Profiles when sites require different URL rules, privacy controls, user identification, or monitoring behavior.

🔗 Configure site URLs

The UX Monitoring Profile must match every intended site URL while excluding unrelated Salesforce applications.

Review:

Avoid overly broad rules that unintentionally monitor:

• Salesforce Setup

• Internal Lightning applications

• Other Experience Cloud sites

• Administrative pages

• Unrelated Salesforce organizations

🔎 Review the generated profile

After completing the wizard, go to:

Workspace > Analytics > UX Monitoring Profiles

Depending on the version:

Workspace > Settings > Analytics > UX Monitoring Profiles

Select the newly created Experience Cloud profile and review:

Open Installation in the Configuration Editor whenever you need to retrieve the generated deployment steps.

👤 Configure authenticated users

Select an approved user identifier for authenticated customers, partners, or employees.

Possible identifiers include:

Confirm that:

• The identifier becomes available after login.

• It remains stable throughout the authenticated session.

• It is removed or changed after logout.

• It does not expose authentication credentials.

• It complies with privacy requirements.

Do not capture:

• Passwords

• OAuth access tokens

• Salesforce session identifiers

• Authentication cookies

• Security answers

• MFA values

👻 Configure guest users

Guest users should remain anonymous unless explicit identification and consent are available.

Use an anonymous browser or session identifier to:

• Associate events within one visit

• Distinguish separate guest sessions

• Analyze guest journeys

• Measure conversion and abandonment

• Correlate errors and feedback

Confirm that separate visitors are not combined and that guest activity is not incorrectly assigned to an authenticated Salesforce user.

🔁 Handle guest-to-authenticated transitions

A user may begin as a guest and sign in during the same journey.

Choose and test the intended behavior:

• Continue one journey while changing the user identity

• Close the guest session and create an authenticated session

• Correlate the two sessions through an approved journey identifier

The configuration must prevent:

• One user inheriting another user’s activity

• Anonymous behavior being assigned to the wrong account

• Authentication tokens being stored as correlation identifiers

• Multiple users on a shared device appearing as one user

⏱️ Configure session boundaries

Define when a session begins and ends.

Review:

A later login by another user should create a new identity and session context.

🕒 Configure session timeout

By default, GermainUX closes a session after one hour without receiving a new event. The session is marked Timed Out, and a later event starts a new session.

To change the timeout:

1. Go to Workspace > Settings > System > UX and Session Replay Settings.

2. Update Session Timeout, in minutes.

3. Save the configuration.

Choose a timeout appropriate to the expected customer or partner journey. Avoid fragmenting one workflow into several sessions.

👀 Enable or disable Session Replay

Session Replay is enabled by default for each UX Monitoring Profile unless disabled at the profile or global level.

To change it for this Experience Cloud site:

1. Open UX Monitoring Profiles.

2. Select the Experience Cloud profile.

3. Enable or disable Session Replay Monitoring.

4. Save the profile.

This setting affects only the selected profile.

⛔ Disable Session Replay globally

To stop collecting replay data for all monitored applications:

1. Go to Workspace > Settings > System > UX and Session Replay Settings.

2. Disable Session Replay Data.

3. Save the configuration.

The global setting takes precedence over the profile.

Disabling Session Replay does not necessarily disable clicks, sessions, errors, performance, or other Real User Monitoring facts.

🗺️ Configure page and component context

Capture enough context to identify where each event occurred.

Useful dimensions include:

Use stable, business-readable page and component names rather than long URLs or generated technical identifiers.

Normalize dynamic route values such as record IDs so similar pages are analyzed together.

🧭 Configure navigation monitoring

Experience Cloud applications may update routes and components without a full browser page load.

Confirm that GermainUX detects:

• Initial page load

• Client-side route changes

• Navigation-menu selections

• Custom component changes

• Modal dialogs

• Login redirects

• Logout redirects

• Browser back and forward navigation

Do not rely exclusively on complete page-load events.

🖱️ Configure click monitoring

Capture user actions required to analyze:

Use the User Click KPI to measure the cumulative duration of synchronous and asynchronous activity initiated between consecutive clicks.

📡 Configure network monitoring

Capture requests required to explain Experience Cloud performance and errors.

Review:

• Salesforce endpoints

• Aura or Lightning requests

• REST APIs

• GraphQL requests, when used

• Custom services

• Third-party services

• Authentication endpoints

• Content delivery

• Chat and support integrations

Exclude or protect:

• Authentication tokens

• Session identifiers

• Sensitive request bodies

• Sensitive response bodies

• Unrelated third-party telemetry

• High-volume requests with no diagnostic value

🐛 Configure error monitoring

Collect and distinguish:

Potential sources include:

• JavaScript exceptions

• Console events

• Failed network requests

• Salesforce error responses

• Custom Lightning component errors

• Popup or inline messages

• Apex exceptions collected through Engine monitoring

• Integration failures

Correlate each error with the affected session, page, component, click, and journey step.

🔒 Configure privacy

Experience Cloud sites can display sensitive customer, partner, employee, case, account, order, and payment information.

Mask, anonymize, or exclude:

Apply privacy rules to:

• Visible page text

• Input values

• Tables and lists

• URLs

• Popup dialogs

• Network bodies

• Session metadata

• Session Replay

Test guest, customer, partner, and employee experiences independently.

🔕 Exclude bots and crawlers

Exclude automated traffic so it does not affect user, adoption, conversion, and performance analytics.

Common exclusions include:

• Googlebot

• Bingbot

• Baiduspider

• DuckDuckBot

• YandexBot

• Social-media preview bots

• Selenium scenarios

• Load tests

• Health checks

• Synthetic accounts

• Organization-specific bots

To update exclusions:

1. Open the Experience Cloud UX Monitoring Profile.

2. Modify Excluded User Agents.

3. Save the profile.

Do not exclude user agents shared by legitimate users.

⚖️ Configure capture scope

Enable only the data needed for the monitoring objectives.

Possible data includes:

Review data volume and browser impact after each significant configuration change.

📨 Configure user feedback

Enable the Feedback Popup when users should be able to report their experience directly from the site.

Feedback can be associated with:

• User session

• Page

• Journey step

• Error

• Performance activity

• Session Replay

See User Feedback for Salesforce Experience Cloud.

💼 Configure business-process monitoring

Define critical journeys such as:

• Registration

• Login

• Customer onboarding

• Case submission

• Knowledge search

• Partner lead submission

• Order or application submission

• Profile update

• Self-service support

For each process, configure:

• Start

• Steps

• Completion

• Failure

• Correlation

• Expected duration

• Timeout

• Dimensions

This allows GermainUX to measure completion, drop-offs, overruns, repeated activity, errors, and lost customer effort.

✅ Recommended rollout

Use a phased rollout:

1. Sandbox or Development

2. QA

3. UAT

4. Controlled production users

5. All intended production traffic

At each phase, validate:

• Profile matching

• Script loading

• Guest identity

• Authenticated identity

• Identity transitions

• Session boundaries

• Page and route names

• Click and network data

• Error classification

• Session Replay

• Privacy masking

• Browser performance

• Data volume

✅ Validate Real User Monitoring

Test a representative journey:

1. Open the site as a guest.

2. Navigate between pages.

3. Search or browse content.

4. Sign in.

5. Complete a safe authenticated workflow.

6. Trigger a known validation when appropriate.

7. Sign out.

Confirm in GermainUX that:

• The correct site and environment are assigned.

• Guest and authenticated identities are handled correctly.

• Pages, routes, and clicks are captured.

• Network requests and durations appear.

• Errors and validations use the correct KPIs.

• Journey or process context is retained.

• Logout ends or updates the session appropriately.

🎞️ Validate Session Replay

Confirm that replay:

• Reconstructs the expected journey

• Displays activity in chronological order

• Includes client-side route changes

• Shows relevant clicks and interactions

• Includes errors and process events

• Protects sensitive information

• Handles login and logout correctly

• Does not combine unrelated users

Session Replay reconstructs captured page changes and events. It is not a video recording.

📈 KPIs

See KPIs for Salesforce Experience Cloud.

Relevant KPI categories include:

• User sessions

• Session Replay

• User clicks

• Pages and routes

• Browser events

• Network requests

• Errors

• User feedback

• Business processes

• Business-process steps

• Synthetic transactions

📊 Dashboards

Go to:

Workspace > Dashboards > All

Search for Salesforce Experience Cloud, User Experience, Adoption, Marketing, Journey, and Feedback dashboards.

Use filters for:

• Site

• Environment

• Guest versus authenticated

• User type

• Page

• Journey

• Browser

• Device

• Region

• Time range

🔧 Troubleshooting

No sessions appear

Verify that:

• RUM JS loads.

• The profile is enabled.

• The site URL matches.

• CSP permits GermainUX.

• Telemetry requests succeed.

• The user agent is not excluded.

• The site was published after deployment.

Authenticated identity is missing

Check:

• Identity-provider timing

• Login completion

• User metadata availability

• Profile initialization

• Whether the selected field is permitted and populated

• Whether the event occurred before authentication completed

Guest and authenticated activity are combined incorrectly

Review:

• Login transition handling

• Session reset behavior

• User metadata updates

• Shared-device behavior

• Multiple tabs

• Logout handling

• Session timeout

Session Replay is unavailable

Confirm that:

• Replay is enabled for the profile.

• Replay is enabled globally.

• The user is within scope.

• Replay telemetry succeeds.

• Privacy rules do not exclude the entire page.

• The session contains recordable activity.

Pages are grouped incorrectly

Review:

• Route normalization

• Dynamic record IDs

• Query parameters

• Custom domains

• Page-name logic

• Client-side navigation detection

Browser performance degrades

Check:

• Duplicate RUM initialization

• Excessive mutation capture

• Response-body monitoring

• High-volume network events

• Third-party scripts

• Replay scope

• Browser CPU and memory

📖 Related documentation

• Deploy Monitoring for Salesforce Experience Cloud

• Configure Monitoring for Salesforce Experience Cloud

• User Feedback for Salesforce Experience Cloud

• KPIs for Salesforce Experience Cloud

• Configuration for User Monitoring and Replay

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.