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ComponentsEngineJS ProfilerMobile AppRPA Bot RecorderRUM JS
Availability2018.1 or later

Prerequisites

Deploy Experience Cloud monitoring first

Initial configuration

Guided setup for new sites

Configure privacy

Protect customer and payment data

Troubleshooting

Fix Experience Cloud monitoring
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.

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This helps teams understand:

  • What users were trying to accomplish
  • Which pages and components they used
  • Where they waited, repeated actions, or abandoned
  • Which errors and validations appeared
  • Whether a control failed to respond
  • Which workflow step became inefficient
  • Whether browser, Salesforce, integration, or network performance contributed
Primary component: GermainUX RUM JS
Optional components: Engine, JS Profiler, Mobile App, and RPA Bot Recorder
Feature availability: GermainUX 2023.1 or later

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Prerequisites

Before configuring user monitoring:
  • Deploy RUM JS on the Experience Cloud site.
  • Publish the updated site.
  • Confirm that the browser can reach GermainUX.
  • Add the required Salesforce Trusted URLs or CSP permissions.
  • Identify every site domain and environment.
  • Determine how guest and authenticated users should be identified.
  • Review privacy, consent, and retention requirements.
  • Identify bots, crawlers, synthetic accounts, and service users to exclude.
  • Select controlled guest and authenticated sessions for validation.
See Deploy Monitoring for Salesforce Experience Cloud.

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Initial configuration

For a new Experience Cloud site:
  1. Go to Workspace > Settings > Wizards.
  2. Select Salesforce Experience Cloud.
    User Monitoring for Salesforce Experience Cloud (configure): Initial configuration
  3. Enter the Application Name.
  4. Enter the site URL.
  5. Configure privacy and bot-exclusion options.
    User Monitoring for Salesforce Experience Cloud (configure): Initial configuration, image 2
  6. Complete the wizard.
  7. Follow the installation steps displayed in the wizard summary.
    Installation Steps in SFDC wizard

    Installation Steps in SFDC wizard - GermainUX

  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

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Application name

Use a name that identifies both the site and environment. Examples:
Create separate applications or UX Monitoring Profiles when sites require different URL rules, privacy controls, user identification, or monitoring behavior.

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Configure site URLs

The UX Monitoring Profile must match every intended site URL while excluding unrelated Salesforce applications. Review:
  • Salesforce-provided Experience Cloud domain
  • Custom domain
  • Sandbox domain
  • Login and logout URLs
  • Guest pages
  • Authenticated pages
  • Language-specific paths
  • Redirected URLs
  • Legacy site paths
  • Mobile routes
Avoid overly broad rules that unintentionally monitor:
  • Salesforce Setup
  • Internal Lightning applications
  • Other Experience Cloud sites
  • Administrative pages
  • Unrelated Salesforce organizations

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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:
  • Application
  • Environment
  • URL matching
  • Monitoring status
  • Session Replay status
  • Privacy configuration
  • Bot and crawler exclusions
  • User and session metadata
  • Initialization script
  • Data generators
  • Installation instructions
Open Installation in the Configuration Editor whenever you need to retrieve the generated deployment steps.

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Configure authenticated users

Select an approved user identifier for authenticated customers, partners, or employees. Possible identifiers include:
  • Salesforce user ID
  • Experience Cloud user ID
  • A pseudonymous customer or partner ID
  • Another authorized application identifier
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

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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.

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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

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Configure session boundaries

Define when a session begins and ends. Review:
  • First site visit
  • Login
  • Logout
  • Guest-to-authenticated transition
  • Authentication timeout
  • Browser inactivity
  • Browser close
  • Multiple tabs
  • Shared devices
  • Account switching
A later login by another user should create a new identity and session context.

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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.

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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.

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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.

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Configure page and component context

Capture enough context to identify where each event occurred. Useful dimensions include:
  • Experience Cloud site
  • Application
  • Environment
  • Page name
  • Route
  • URL
  • Lightning component
  • Custom Lightning Web Component
  • User type
  • Guest or authenticated
  • Browser
  • Device
  • Language
  • Journey or business-process step
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.

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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.

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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.

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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

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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.

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Configure privacy

Experience Cloud sites can display sensitive customer, partner, employee, case, account, order, and payment information. Mask, anonymize, or exclude:
  • Passwords
  • Authentication and session tokens
  • Names and contact information
  • Account and customer identifiers
  • Case descriptions
  • Orders and payment information
  • Protected health information
  • Attachments
  • Search queries
  • Form entries
  • Chat conversations
  • Feedback comments
  • Custom component content
Apply privacy rules to:
  • Visible page text
  • Input values
  • Tables and lists
  • URLs
  • Popup dialogs
  • Network bodies
Test guest, customer, partner, and employee experiences independently.

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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.

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Configure capture scope

Enable only the data needed for the monitoring objectives. Possible data includes:
  • Sessions
  • Clicks
  • Route changes
  • Page changes
  • Form interactions
  • Browser errors
  • Console events
  • Network requests
  • Performance timings
  • Business-process events
  • Feedback
  • Session Replay changes
Review data volume and browser impact after each significant configuration change.

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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.

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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. 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

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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.

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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.

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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

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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

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Troubleshooting

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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.

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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

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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

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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.

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Pages are grouped incorrectly

Review:
  • Route normalization
  • Dynamic record IDs
  • Query parameters
  • Custom domains
  • Page-name logic
  • Client-side navigation detection

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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

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Get More Information

GermainUX can help determine which monitoring, analytics and automation capabilities are appropriate for your Salesforce Experience Cloud 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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