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Proactive Monitoring: Overview

Дата публикации: Apr 3, 2026
Описание
Proactive Monitoring: Overview
 
Available for: Signature Success Plan tenants for select products.
   •   Overview
   •   Smart Alerts
   •   Proactive Monitoring on Salesforce Help
   •   Feedback


Discover what Proactive Monitoring is and how it offers 24/7 monitoring to help customers manage the health of their Salesforce implementation. Check out the cloud-specific alert pages linked below to learn more about individual Proactive Monitoring alert types. Visit the Proactive Monitoring on Salesforce Help knowledge article for more details about the portal experience.

Proactive Monitoring Overview

Introduction

Proactive Monitoring helps predict and prevent issues with 24/7 monitoring and early warnings, allowing customers to keep their business operations running smoothly. It is a feature of the Signature Success Plan, with coverage for Sales, Service, Agentforce, Experience Cloud, Platform, B2C Commerce Cloud, Marketing Cloud Account Engagement, Marketing Cloud Engagement, Marketing Cloud Intelligence, and Tableau.

Proactive Monitoring tracks 50+ key implementation health metrics at the tenant level and provides early detection of issues like inefficiencies, application performance degradation, or errors with near-real-time notifications. When generating alerts, Proactive Monitoring provides tailored diagnostic detail, makes prescriptive recommendations, and automatically creates support cases to connect customers with Proactive Monitoring Engineers for assistance. Proactive Monitoring Engineers will analyze the root cause of the alert and provide you with the details. The team will also verify if there were any internal maintenance activities or issues mentioned in the trust post during the alert timeframe. 

In addition to its monitoring and detection tools, Proactive Monitoring is supplemented with a services offering. Proactive Services Engineers work with customers to establish their monitoring plan and manage their alert configuration to ensure optimal monitoring coverage. Customers can also use the self-help feature to manage smart alerts through Proactive Monitoring on Help. When a Proactive Monitoring Smart Alert is fired, Monitoring Technical Engineers will support customers with their cases.

With Proactive Monitoring, customers can:
  • Receive real-time alerts about risks for implementation.
  • Review metrics and diagnostic data tailored to their alerts.
  • Engage with the Proactive Services team to resolve issues and optimize their implementation.

Watch the Proactive Monitoring Overview video.

Who to Contact About Proactive Monitoring

If you are a Signature Success Plan customer and have questions about Proactive Monitoring, please contact your Customer Success Manager.

Proactive Monitoring Smart Alerts

With Proactive Monitoring Smart Alerts, customers can predict and diagnose issues. They will be notified of any potential performance and scale limitations that could impact their business-critical solutions.

Earlier notification of critical issues via Proactive Monitoring Smart Alerts means support teams can quickly swing into action, solve problems faster, and remediate issues before they impact business.

 Cloud Coverage

Proactive Monitoring is available for the following clouds. Learn more about each cloud’s alerts and corresponding definitions:
Smart Alert Content

Proactive Monitoring Smart Alerts contain the following content, which will vary by alert level:
  • High-level information about the alert, including alert level, alert type, and the associated case ID (for Critical alerts only).
  • Smart Alert content (with enrichment shown in images below), are currently available for Sales, Service, Agentforce, Experience Cloud, Platform, Marketing Cloud Account Engagement, Marketing Cloud Intelligence, and Tableau Cloud. Other clouds relay notifications via cases.
  • Metrics data detailing the issue and the reason an alert was fired.
  • Diagnostic data containing the top drivers behind the metric spike, such as Uniform Resource Identifiers (URIs), user IDs, and requests.
  • Links to alert type-specific knowledge articles on Salesforce Help.
  • For Sales, Service, Experience Cloud, or Platform alerts, select the Analyze Trends button to go to Proactive Monitoring on Salesforce Help (authentication required) and auto-populate relevant tenants, time ranges, and metrics.

Alert Content

Smart Alert Types and Case Creation

For most Proactive Monitoring metrics, an alert is fired when the given metric breaches and holds above a specified threshold for a specific duration for a given tenant. These thresholds can be:
  • Warning level which indicates a potential risk to implementation health that should be reviewed.
  • Critical level which indicates an urgent change in health metrics that should be actioned and remediated as soon as possible.
  • Limit-based alerts that have an additional Exhaust level threshold fixed at 100% of a limit. This indicates that the metric has breached the limit and impact to the tenant is highly likely.
Some metrics will fire alerts based on anomalies rather than threshold or duration to ensure alerts are as proactive as possible while reducing noise.

A support case is automatically generated when a Proactive Monitoring metric triggers a Critical level or Exhaust level alert. Salesforce Support will then review and troubleshoot the issue. While the case remains open, no new cases will be created for the given metric until the existing case is closed. For Warning level alerts, a case is not automatically generated, but users can create a support case from Salesforce Help.

Smart Alert Configuration

Proactive Monitoring Smart Alerts have logic configured at the tenant level to cater to a customer’s implementation needs by ensuring that alert coverage is optimized and noise is minimized. There are two methods for configuring the Smart Alerts. The Proactive Services Engineering team will work directly with a customer to review and adjust alert thresholds and duration values periodically or as needed, this can be initiated by contacting your CSM. Alternatively, Core Signature customers can now review and adjust the alert thresholds and duration values via ProM on Help. Visit "ProM on Help: Knowing when & how to modify your alert configurations" for more details. 

If a customer has a question or a request related to their Proactive Monitoring configuration, they should contact their Customer Success Manager.
Proactive Monitoring on Salesforce Help

The Proactive Monitoring tab on Salesforce Help provides customers with on-demand analysis of performance metric trends and a view into alert configuration. It is available to Signature Success Plan customers with Sales, Service, Experience Cloud, or Platform.

With Proactive Monitoring on Salesforce Help, customers can:
  • Gain a clearer view of their Technical Health with easy-access diagnostic data, helping them determine the best steps to improve their system performance.
  • Speed up problem-solving to diagnose and resolve issues quickly with a centralized view.
  • Track health trends and build custom dashboards to visualize performance and scale metrics for Salesforce implementations.
 

Access Proactive Monitoring on Salesforce Help.

Visit the Proactive Monitoring on Salesforce Help knowledge article for a detailed walkthrough of the experience and FAQs.

Watch the demo video to learn more about Proactive Monitoring on Help.

Feedback

Let us know what you think about Proactive Monitoring Smart Alerts and Proactive Monitoring on Salesforce Help. Launch the survey from the Proactive Monitoring on the Salesforce Help interface to share your thoughts and tell us what features you’d like to see in the future.
 
 
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000382042

 
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Salesforce Help | Article