Smart Alert Catalog: Proactive Services for Sales, Service, Agentforce, Data 360, Experience Cloud and Platform

Limits:	Errors:	Performance:
Core
API Request Limit Asynchronous Apex Executions Limit Bulk API Batch Limit Bulk API V2.0 Rows Limit Daily Content and Versions Limit Daily Mass-Email Limit Daily Platform Event Delivery Limit Daily Single Email Limit Daily Workflow Email Limit Durable Streaming API Limit Hourly OData XDS Callouts Limit Hourly Platform Event Publishing Limit Hourly Time-based Workflow Limit Max Content (Files) Limit Streaming API Limit Web-to-X Request Limit	Asynchronous Callout Failures Apex CPU Timeout Exceptions Experience Monitoring Concurrent Apex Errors Concurrent UI Errors Concurrent API Request Errors Connection Pool Errors Login Failures Login Success Rate Rowlock Timeout Errors Search Query Errors Synchronous Callout Failures	Apex Future Performance Apex Future Dequeue Latency Apex Queueable Performance Apex Queueable Dequeue Latency Average Synchronous Callout Time Bulk API Dequeue Latency Bulk API Performance Dashboard Performance Dashboard Dequeue Latency Database CPU Consumption Time Experienced Page Time (EPT) MQ Longest Wait Time Org Average Page Time (APT) Org Request Rate Percentage - Spike Org Request Rate Percentage - Drop Search Indexing Delay
Agentforce
	RAG Search Failures LLM Connection Failures Agent Response Failures
Data 360
	Identity Resolution Jobs Failure Segment Publish Failures Activation Failure Data Actions Failure
Service Cloud
MIAW Concurrent Conversation Limit MIAW Outbound Conversation Limit	Bot Auth Failures Bot Connection Failures Bot Intent Prediction Failure Bot Invocable Action for Apex Failures Bot Threshold Violation Failures Bot Transfer-to-Agent Failures MIAW Create Conversation Failures MIAW Initialization Failures Omni-Channel Routing Failure Omni-Channel End User Login Failures Omni-Channel Supervisor Login Failures Telephony Integration Failures Voice Call Creation Failures	Bot Event Logs Delayed Bot Slow Response Rate Voice Call Degradation
Order Management
	Order Ingestion Errors	Order Processing Latency

Smart Alert Technical Descriptions, Business Impacts, and Insights Delivered

Category	Name	Technical Description	Business Impacts & Proactive Insights Delivered
Limit	API Request Limit	To avoid unnecessary resource contention Salesforce limits the number of API calls per rolling 24-hr period.	Your users will not be able to access the data they require (temporarily) if this limit is exceeded. This could happen as a result of implementing cumulative record updates/changes or from exceeding individual concurrent requests limitations. Once identified, it may require tuning and optimization.
Limit	Asynchronous Apex Executions Limit	To avoid unnecessary resource contention Salesforce limits the number of async Apex executions per rolling 24-hr period	Your users may not be able to follow their business processes on the system (temporarily) if this limit is exceeded. This could happen as a result of implementing inefficient Apex or because of poor API call setup and execution. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Bulk API Batch Limit	To avoid unnecessary resource contention Salesforce limits the number of bulk API batches that can be processed per rolling 24-hr period.	Your organization may (temporarily) be unable to process bulk API batch updates, which means users may not be able to access the data they require. This could happen while uploading large volumes of records - often due to incorrect batch sizes, batch retry headers on failing jobs, or insufficient testing. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Bulk API V2.0 Rows Limit	To avoid unnecessary resource contention Salesforce limits the number of bulk API rows that can be processed per rolling 24-hr period.	Your users will not be able to access the data or processes they require (temporarily) if this limit is exceeded. This could happen as a result of timeouts causing bulk jobs to retry multiple times. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Daily Content and Versions	Salesforce orgs are allocated with a maximum number of files/versions that can be added to Content each 24 hours	End/Integration users may be encountering errors trying to add new files/versions to the org. Receiving an alert when the org's daily files/versions are approaching the limit will help Admins to protect their end-user experiences.
Limit	Daily Mass-Email Limit	Salesforce limits the number of daily mass emails per day to avoid issues related to spam.	Your users will not be to send their business critical mass-emails (temporarily) if this limit is exceeded. This could happen as a result of implementing inefficient Apex batch submissions, exceeding external email recipient or transaction limits, or poor API call setup and execution. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Daily Platform Event Delivery Limit	Salesforce limits the number of Platform Events delivered to all CometD Clients per day.	Your org may be unable to send event notifications to external apps or, if a High Volume Platform Events customer, you may be at risk of breaching the monthly entitlement if repeatedly hitting the daily limit. This most commonly happens as a result of a high volume of subscribed clients to an event. Once identified, action may be needed to minimize the number of events to be delivered.
Limit	Daily Single Email Limit	Salesforce limits the number of single email messages that can be sent per day to avoid issues related to spam.	Your users may be unable to send or receive emails (temporarily) if this limit is exceeded. This could happen as a result of implementing poorly coded Apex batch submissions, poor API call setup and execution, exceeding external email recipient or transaction limits, duplicated external recipients or attachments exceeding established size limitations. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Daily Workflow Email Limit	To avoid unnecessary resource contention Salesforce limits the number of workflow emails sent per day.	Specific users may be unable to send or receive emails (temporarily) if this limit is exceeded. This could happen as a result of implementing poorly configured workflow rules, poor API call setup and execution, or because of activated triggers causing send failures. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Durable Streaming API Limit	To avoid unnecessary resource contention Salesforce limits the number of durable streaming API events per rolling 24-hr period.	Your system will not be able to send or receive API streaming data (temporarily) if this limit is exceeded. This could happen as a result of implementing excessive record updates/notifications, or from exceeding concurrent subscriber limitations. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Hourly OData XDS Callouts Limit	Salesforce limits the number of external data source requests through Salesforce Connect per hour.	Your users may be unable to send or receive data from external sources via Salesforce Connect (temporarily) if this limit is exceeded. This could happen as a result of implementing improper permission settings, exceeding the hourly limits set by org edition, or using external high-traffic objects for related lists. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Hourly Platform Events Published Limit	Salesforce limits the number of Platform Events published in app per hour.	Publishing methods such as Apex, Flows, Pub/Sub API's may be unable to publish new events until the limit is reset. Limit hits are likely a result of how the publishing methods have been configured. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Hourly Time-based Workflow Limit	To avoid unnecessary resource contention Salesforce limits the number of time-based workflows per hour.	Your users may not be able to access the data or processes they require (temporarily) if this limit is exceeded. This could happen as a result of poorly coded Apex batch submissions, poor API call setup and execution or failure to consolidate workflow triggers within specific time frames. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Max Content (Files) Limit	Salesforce orgs are allocated with a set number of files.	End/Integration users may be encountering errors trying to add files to the org. Receiving an alert when the org's max file volume has reached a (Customer defined) percentage will help Admins protect their users' experiences.
Limit	Streaming API Limit	To avoid unnecessary resource contention Salesforce limits the number of streaming API events per rolling 24-hr period.	Your system will not be to send or receive API streaming data (temporarily) if this limit is exceeded. This could happen as a result of implementing inefficient push notifications setup, excess record updates/notifications, or from exceeding concurrent subscriber limitations. Once identified, it may require tuning and optimization to mitigate future occurrences.
Limit	Web-to-X Request Limit	To avoid unnecessary resource contention Salesforce limits the number of web-to-x requests per day.	Your users may be unable to receive data from external web-form sources (temporarily) if this limit is exceeded. This could happen as a result of implementing non-obfuscated web-to-x code or as a result of web-to-x requests being spammed. Once identified, it may require tuning and optimization to mitigate future occurrences.
Error	Asynchronous Callout Failures	Salesforce will return errors when asynchronous callouts from the org fail to connect or return data from an external source. Alerting will happen if pervasive failures are starting to occur.	Your org may be encountering system performance issues or disruptions. This could happen as a result of an incorrect API type choice, pending transactions blocking any further callouts, external endpoints returning HTTP error codes, or improperly configured remote site settings. Once identified, it may require tuning and optimization to mitigate future occurrences.
Error	Apex CPU Timeout Exceptions	Salesforce limits the CPU Time consumed by Apex transactions to 10s & 60s for Synchronous and Asynchronous transactions respectively. Alerting will happen when a pervasive volume of exceptions occur.	Users & automations may be encountering performance issues and errors each time the limit is breached. DML operations executed in a transaction that hits the limit will be rolled back. This monitor will provide warning to sustained volumes of errors, including information on which executions breached the limit and saw exceptions, in order to identify areas for optimization.
Error	Experience Monitoring	Customers use Experience Cloud Site experiences to expose CRM functionality to the internal users, partners or Customers.	Critical (unauthenticated) Community URLs/pages may be inaccessible, but undetected until a problem is reported. This monitor will provide immediate information about the inaccessible Experience Builder page so that Admins can take appropriate actions
Error	Concurrent Apex Errors	Salesforce limits the number of concurrent Apex requests running for longer than 5 seconds to improve performance. Alerting will happen if pervasive long running requests are starting to occur.	Your users may be encountering system performance issues or errors. This could happen as a result of implementing poorly coded Apex, synchronous callouts from Visualforce pages, or inefficient SOQL queries. Once identified, it may require tuning and optimization to mitigate future occurrences.
Error	Concurrent UI Errors	Salesforce limits the number of Concurrent UI requests (25) running for longer than 10 seconds to improve performance. This will notify Customers if pervasive long running requests have started to occur.	Users may be encountering system performance error messages on the UI/page they're accessing. This could happen as a result of implementing poorly coded Apex, synchronous callouts from Visualforce pages or inefficient SOQL queries. Once identified, it may require tuning and optimization to mitigate future occurrences.
Error	Concurrent API Request Errors	Salesforce limits the number of concurrent API requests running for longer than 20 seconds to 25 requests, to improve performance. Alerting will happen if pervasive long running requests are starting to generate sustained volumes of errors.	Your users may be encountering system performance issues or errors. This could happen as a result of poorly implemented Apex, long running batches, inefficient SOQL queries or even complex UI pages. Once identified, it may require tuning and optimization to mitigate future occurrences.
Error	Connection Pool Errors	Salesforce pools and restricts the number of concurrent connections to our database to improve performance. Alerting will happen if too many connections are being held open in the pool.	Your users may be encountering system performance issues or errors. This could happen as a result of implementing inefficient SOQL queries or insufficiently configured reports, dashboards and list views. This could also be something that Salesforce has identified and is working to remediate across the instance. We will notify you and if this is because of your implementation, it may require tuning and optimization to mitigate future occurrences.
Error	Login Failures	Salesforce will monitor the organization's login failures. Alerting will happen if persistent login failures are starting to occur.	Your users may be encountering simultaneous login failures. This could happen as a result of invalid login credentials, org-level issues like incorrect user/org permissions, issues contacting your delegated/federated authentication server(s), or API users with expired/incorrect passwords. Once identified, it may require tuning and optimization to mitigate future occurrences.
Error	Login Success Rate	Salesforce will monitor the organization's successful login rate. Alerting will happen if the percentage of success is lower than expected.	Your users may be encountering simultaneous login failures. This could happen as a result of invalid login credentials, org-level issues like incorrect user/org permissions, issues contacting your delegated/federated authentication server(s), or API users with expired/incorrect passwords. Once identified, it may require tuning and optimization to mitigate future occurrences.
Error	Rowlock Timeout Errors	Salesforce will monitor the organization’s rowlock timeout errors. Locks ensure referential data integrity and have a ten second maximum timeout period for any record being updated. Salesforce will monitor and alert if persistent rowlock timeout errors are starting to occur.	Your users may be encountering system performance issues or disruption. This could happen as a result of multiple Email-to-Case updates timing out, API/Apex triggers failing, or because of child record data skew. Once identified, it may require tuning and optimization to mitigate future occurrences.
Error	Search Query Errors	Reliable Search is a critical function of any Sales/Service cloud implementation. Salesforce will monitor for any degraded experience with search that is sustained for a period of time.	Users may be seeing errors or delays retrieving results from their search queries whilst these issues persist. Persistent delays or errors can have a profound impact on user productivity whilst the errors or delays persist.
Error	Synchronous Callout Failures	Salesforce will return errors when synchronous callouts from your org fail to connect or return data from an external source. Alerting will happen if pervasive failures are starting to occur.	Your org may be encountering system performance issues or disruptions. This could happen as a result of external endpoints returning HTTP error codes, improperly configured remote site settings or poorly coded Apex callouts. Once identified, it may require tuning and optimization to mitigate future occurrences.
Performance	Apex Future Performance	Salesforce will monitor the organization's Apex future call performance to identify potential degradations with asynchronous Apex executions. Alerting will happen if excessive processing time trends are detected.	Your users may be encountering system performance issues or disruption. This could happen as a result of inefficient Apex, inefficient SOQL queries or because of unhandled exceptions. Once identified, it may require tuning and optimization to mitigate future occurrences.
Performance	Apex Future Dequeue Latency	Salesforce will monitor for high dequeue latency on the organization's Apex future executions. Though these processes are not governed by a formal SLA, alerting will happen if excessive processing time trends are detected.	This is a warning alert, and not meant to prompt immediate or specific customer action. This warning alert provides a deeper level of transparency for high dequeue latency on asynchronous processes as they are happening, so that business impacts can be evaluated and mitigated by Customer Teams.
Performance	Apex Queueable Performance	Salesforce will monitor the organization's Apex queueable jobs to identify potential degradations with asynchronous Apex executions. Alerting will happen if excessive processing time trends are detected.	Your users may be encountering system performance issues or disruption. This could happen as a result of inefficient Apex, inefficient SOQL queries or because of unhandled exceptions. Once identified, it may require tuning and optimization to mitigate future occurrences.
Performance	Apex Queueable Dequeue Latency	Salesforce will monitor for dequeue latency on the organization's Apex queueable jobs. Though these processes are not governed by a formal SLA, alerting will happen if excessive processing time trends are detected.	This is a warning alert, and not meant to prompt immediate or specific customer action. This warning alert provides a deeper level of transparency for high dequeue latency on asynchronous processes as they are happening, so that business impacts can be evaluated and mitigated by Customer Teams.
Performance	Average Synchronous Callout Time	Salesforce will track the average time that your synchronous callouts are taking. Alerting will happen if excessive processing time trends are detected.	Your org may be encountering system performance issues or disruptions. This could happen as a result of an incorrect API type choice, the endpoint not being able to respond within the allowable time frame, or due to read timeout exceptions when referencing external sources. Once identified, it may require tuning and optimization to mitigate future occurrences.
Performance	Bulk API Dequeue Latency	Salesforce will monitor for significant increases in the time taken for Bulk API Batch submissions to dequeue.	This is a warning of potential knock-on impact to downstream processes that may be caused due to the longer than normal time taken for the batch job to begin processing. As the bulk API is asynchronous,consistent long dequeue times may require optimization of batch submission logic, sizes, and more.
Performance	Bulk API Performance	Salesforce will monitor Bulk API submissions & performance. Alerting will happen if excessive processing time trends are detected.	Your org may be encountering system performance issues or disruptions. This could happen as a result of insufficient sandbox stage testing, incorrect batch file sizes, improperly formatted batch submissions. Once identified, it may require tuning and optimization to mitigate future occurrences.
Performance	Dashboard Performance	Salesforce will monitor dashboard refresh performance. Alerting will happen if excessive processing time trends are detected.	Your users may be encountering dashboard refresh performance issues or disruption. This could happen as a result of inefficient reports and queries, or due to inefficient Visualforce pages if applicable. Once identified, it may require tuning and optimization to mitigate future occurrences.
Performance	Dashboard Dequeue Latency	Salesforce will monitor for high dequeue latency on the organization's asynchronous dashboard refresh processing. Though these processes are not governed by a formal SLA, alerting will happen if excessive processing time trends are detected.	This is a warning alert, and not meant to prompt immediate or specific customer action. This warning alert provides a deeper level of transparency for high dequeue latency on asynchronous processes as they are happening, so that business impacts can be evaluated and mitigated by Customer Teams.
Performance	Database CPU Consumption Time	Salesforce will monitor the Database CPU consumption time of individual processes to ensure a stable platform for all users. This allows us to take action to curtail any misconfigured processes that may impact all of our customers. Alerting will happen if excessive DB processing time trends are detected.	Your users may be encountering system performance issues or processing errors. This could happen as a result of inefficient SOQL queries, incorrect API choices, or insufficiently configured reports, dashboards or list views. This could also be something that Salesforce has identified and is working to remediate across the instance. If this is because of your implementation, we will notify you, and it may require tuning and optimization to mitigate future occurrences.
Performance	Experienced Page Time (EPT)	EPT is a performance metric Salesforce uses in Lightning to measure page load time. EPT measures how long it takes for a page to load into a state that a user can meaningfully interact with.	Some pages may be loading slowly for a subset of users due to various reasons (browser, location, system design/configuration, Apex & API processing). This monitor identifies EPT values that substantially deviate from measurements seen in the month prior and offers insights into the contributing factors.
Performance	MQ Longest Wait Time	MQ Longest Wait Time tracks the time being spent in the queue for asynchronous messages that are still in flight.	Long wait times in the queue may indicate a larger degradation to Asynchronous processing. Whilst our dequeue latency monitors will track a specific feature's delay from the moment they dequeue, MQ longest wait time is a layer deeper and will alert whilst messages are still working their way through the queue and have not begun processing and may not dequeue for some time yet.
Performance	Org Average Page Time (APT)	Salesforce will monitor the organization's average page time (APT) performance to ensure increases are detected & communicated. Alerting will happen if excessive processing time trends are detected. Note: APT measures the average run time on the Application Server and does not include network or client browser time.	Your org may be encountering system performance issues or disruptions. This could happen as a result of inefficient or improperly configured Apex classes, inefficient SOQL queries, poor API call setup and usage, or insufficiently configured reports, dashboards & list views. Once identified, it may require tuning and optimization to mitigate future occurrences.
Performance	Org Request Rate- SPIKE	Salesforce will monitor usage of shared resources. Alerting will happen if a single org is making a disproportionate number of incoming requests that could also affect other Customers.	Your users may be encountering system performance issues or disruption. This could happen as a result of a flood of requests such as excessive API calls being made within a poorly implemented integration. Once identified, it may require tuning and optimization to mitigate future occurrences.
Performance	Org Request Rate - DROP	Salesforce will monitor an org's request rate. Alerting will happen if an org has a disproportionate reduction in the number of requests, when compared to the org's normal usage pattern.	Users may be encountering system disruption. This could happen as a result of an implementation problem, such as an erroneous connection, or an underlying issue within the production environment setup. Once identified, it may require tuning and optimization to mitigate future occurrences.
Performance	Search Indexing Delay	Salesforce will monitor for delayed indexing in an org. Alerting will happen if sustained periods of delayed indexing are seen.	Users may be seeing long load times when utilizing search functionality in the org. This could be the result of an implementation problem or poor querying practices. Once identified, it may require tuning and optimization to mitigate future occurrences.

Agentforce Detailed:

Product	Alert Name	Category	Technical Description	Business Impacts & Proactive Insights Delivered
Agentforce	RAG Search Failures	Error	Alert when the Retriever Augmented Generation (RAG) system is unable to perform searches against Data Cloud, resulting in failures that prevent customers from receiving accurate responses when using the Answer Questions with Knowledge Action. This degrades the effectiveness of AI agents that rely on enterprise data retrieval for contextual answers.	The alert helps identify and notify when the Agent cannot perform knowledge-based actions. End users may not receive relevant responses and will instead receive an error message that the Agent is unable to help. Customers can investigate Data Cloud connectivity issues and update the omni configuration to bypass the Agent if needed. By default, the alert fires at Critical severity when 5 RAG 500 errors per minute persist for 5 consecutive minutes, ensuring timely detection of escalating failures.
Agentforce	LLM Connection Failures	Error	To notify customers when underlying services such as the LLM Gateway are experiencing degraded performance.	The alert helps identify and notify customer when the LLM Gateway is experiencing elevated connection failures, causing partial or complete inability to serve incoming requests. This may prevent users from sending or receiving messages from the Agent, disrupting normal customer interactions. The default setting is LLM Gateway availability falling below 10% of the requests continuously for 10 minutes.
Agentforce	Agent Response Failures	Error	To notify the customer when there are too many transfers from Agentforce Service Agents to Human Agents caused by unexpected errors.	The alert helps identify and notify the customer when Agentforce Service Agents fail to respond and conversations are transferred to human agents due to unexpected errors. Human Agents can get overloaded when requests are routed fom bots .By default, the alert fires at Critical severity when 5% of Agentforce-to-human transfers per minute persist for 5 consecutive minutes, ensuring timely detection of escalating failures.

Data 360 Detailed:

Product	Alert Name	Category	Technical Description	Business Impacts & Proactive Insights Delivered
Data 360	Identity Resolution Jobs Failure	Error	Triggers when unification errors occur while consolidating data across systems.	Disrupts the ability to create and maintain a unified profile, hindering the accuracy of personalization and engagement across workflows.
Data 360	Segment Publish Failure	Error	Failure in marketing automation workflows when publishing segments with predefined filter criteria, blocking segment creation and activation.	Delays in segment activation disrupt targeted campaigns and hinder timely delivery of personalized marketing messages.
Data 360	Activation Failure	Error	Following segment publishing, failures may occur when activating segments for use in downstream destinations and campaign workflows.	Disrupts marketing automation and journey orchestration, impacting campaign continuity and overall engagement performance.
Data 360	Data Actions Failure	Error	Errors processing near-real-time events and insights in integrations with MuleSoft, Marketing Cloud, or webhooks, disrupting data synchronization.	Disrupts downstream systems reliant on timely data sync and event-driven actions, impacting reliability of data-driven processes across platforms.

Service Cloud Detailed:

Product	Alert Name	Category	Technical Description	Business Impacts & Proactive Insights Delivered
Einstein Bot	Auth Failures	Error	To help monitor and identify a sudden increase in Auth failures affecting sending or receiving messages to the Bots	Failures could affect users ability to send or receive messages to the Bots. This could happen as a result of the call to Authorization service failing or did not go through, and the Bot did not return any messages to the Bot end user.
Einstein Bot	Connection Failures	Error	Salesforce will monitor for scenarios where a Bot may have failed to be initiated during a conversation.	Key to a good customer experience when engaging with a Bot is having prompt responses. In the event a Bot is not initiated, or there is latency receiving the first message, alerting will take place to notify you to the user experience degradation.
Einstein Bot	Event Logs Delayed	Performance	To help monitor and notify if event logs or sessions are delayed or missing for a period of time	Bot event logs delayed could affect users ability to see the event logs for the Bots even after a period of over 8 hours. This could happen as a result of event log generation jobs having failed or delayed, and the Bot did not populate the event logs.
Einstein Bot	Intent Prediction Failure	Error	To help monitor for calls to the Einstein Language Understanding service failures, or calls not going through, and alert when the Bot did not return any predictions at all. Call to Einstein Language Understanding (ELU) services failed, Did not make the Call to ELU, Returns Incorrect intent (RUNTIME)	Your users may be unable to send or receive messages to the Bots that has Intents configured in it when there are Bot Intent Prediction Failures. This could happen as a result of call to Einstein language Understanding service failed or did not go through, and the Bot did not return any Intent predictions, or returned incorrect predictions to the Bot end user.
Einstein Bot	Invocable Action for Apex Failures	Error	To help monitor and alert when Apex call failures, socket time outs occur in Invocable Actions of Bots	Your users may be experiencing failures in their APEX Invocable Action calls inside Bots if this time out limit is exceeded. This could happen as a result of implementing poorly coded Apex batch submissions, poor API call setup and execution, exceeding Bot or Messaging Platform time out limits. Once identified, it may require tuning and optimization to mitigate future occurrences.
Einstein Bot	Slow Response Rate	Performance	Salesforce will monitor for latency or intermittent failures in Bot responses to users.	Delays receiving responses from Bots may create a poor user experience and result in a desire to engage with Agents more frequently. Alerting will take place in the event latency or intermittent failures are detected in the bots responses.
Einstein Bot	Threshold Violation Failures	Error	Monitors for an unexpected increase in errors originating within bots. These errors may be for a multitude of reasons.	Alerts when the Bot is experiencing errors that may be impacting your customers experience. This could be the result of the bot not joining conversations, not responding, transferring erroneously or not transferring at all.
Einstein Bot	Transfer-to-Agent Failures	Error	Monitors for a marked increase in the transfer rate to agents as a result of failures from bots.	Alerts when a rate increase is detected in cases transferring to agents instead of being handled by Bots. Your Agents may be getting flooded with requests as a result of the bot failures.
Messaging for In App & Web	Create Conversation Failures	Error	To help monitor for Failures to create a conversation record using Salesforce realtime micro service. This may indicate that your Messaging for In-App and Web (MIAW) service is experiencing a degradation.	Consistent failures may create poor trust & experience for some of your customers and they may not able to start a new conversation.
Messaging for In App & Web	Concurrent Conversation Limit	Limit	To identify and notify customers when the concurrent conversations limit for their org is about to get breached.	The alert helps identify and notify when an org is approaching the concurrent conversation limit (around 10k active conversations). By surfacing this early, customers can take action to avoid potential Sev0/Sev1 production incidents. This alert is especially valuable for large-scale orgs and can also support enterprise deals with higher concurrent conversation requirements.
Messaging for In App & Web	Outbound Conversation Limit	Limit	To identify and notify customers when the outbound conversations limit for their org is about to get breached.	The alert helps identify and notify when an org is approaching the outbound concurrent conversation limit (around 4k active conversations). By surfacing this early, customers can take action to prevent Sev0/Sev1 production incidents. This alert is particularly important for large-scale orgs and supports enterprise deals that require higher outbound conversation capacity.
Messaging for In App & Web	Initialization Failures	Error	A critical part of an easy customer experience is being able to engage with your service agents via Chat. This monitor will identify if authenticated users are unable to start/continue a MIAW conversation.	Your end customers may be experiencing issues connecting to service agents via the MIAW. Alerting will take place when we identify an authenticated user has experienced errors trying to initiate or continue a MIAW conversation. Action may be needed to redirect users to an alternate channel until errors subside.
Omni-Channel	Routing Failures	Error	To help monitor for failures to route work using Salesforce Omni Channel service. This may indicate that pending work is not being routed to available agents.	Consistent failures may create poor trust & experience for your end customers who are unable to connect and get support from the agents, in particular if you are using Omni-channel to route any real-time channels. Large volumes of errors may indicate none of your customers can connect with your business, and may experience longer than expected response times.
Omni-Channel	End User Login Failures	Error	Omni-Channel allows for dynamic routing of work items to available agents. An agent's inability to log in can have a negative impact on productivity & a users ability to receive new work.	Your service users may be experiencing challenges logging in to Omni in order to make themselves available to have work routed. Once identified, action should be taken to have work routed manually to available agents until the issues logging in subside.
Omni-Channel	Supervisor Login Failures	Error	Omni-channel supervisor allows users access to real-time information about your Omni-channel agents, queues, and work. This monitor will track users' inability to log in to Omni Supervisor.	Your admins, managers and other personas may be unable to get a clear picture of the health of your contact center. Inability to track ongoing operations may have a negative impact on monitoring queues, agent productivity and more.
Service Cloud Voice	Telephony Integration Failures	Error	Service Cloud Voice has many interconnected systems between those offered by Salesforce and dependent services ( e.g. Amazon Connect, CRM). The Telephony Integration works to keep each system up to date.	This monitor will track failures to sync information between the Voice subsystems. Failures here may have a negative impact on your customers experience, as not all features of Voice may be available. Additionally downstream operations that may depend on all the connected services staying up to date could be impacted due to the sync failing.
Service Cloud Voice	Voice Call Creation Failures	Error	To help monitoring for Failures to create a Voice call record in Salesforce which may indicate a customers inability to connect to our customers support resources via the voice channel.	Consistent failures may create poor trust & experience for customers who are unable to connect and get support via their preferred channel. Large volumes of errors may indicate none of the customers can connect.
Service Cloud Voice	Voice Call Degradation	Performance	To help monitor Failures to create a Voice call record using Salesforce realtime micro service. This may indicate your agent will not be able to use various realtime features such as real time transcription, CTR Sync, Execute Omni flow etc.	Consistent failures may affect your agent’s productivity in handling your end customer’s call. Realtime features help agents and improve their productivity in handling customer’s complaints and in the service degradation mode due to unavailability of such features, it can increase average handle time for the voice call.

Order Management System Detailed:

Product	Alert Name	Category	Technical Description	Business Impacts & Proactive Insights Delivered
Order Management System	Order Ingestion Errors	Error	The key to any Commerce solution is effective Order Ingestion. Salesforce will alert if there are errors affecting Order Ingestion including B2C SOM Integration, B2C URL certificate not up to date and duplicate rules.	Ingestion errors may create discrepancies between systems and introduce issues in the Order life cycle. A user may successfully make their payment but dependent systems may not be kept up to date and issues with order confirmation & fulfillment may arise.
Order Management System	Order Processing Latency	Performance	Order Summaries consolidate all order information into one place. Salesforce will monitor for order processing latency which may impact Summary creation.	Delays in order processing may increase the time it takes to map the fields between the Storefront and CRM to create the Order Summary. This may impact your ability to track the entire orders lifecycle until resolved.

Note: If there is a requirement to disable notifications or to halt proactive monitoring alerts for specific components such as entrypoints, user IDs, URLs, etc., please inform the Proactive Monitoring team through the ongoing ProM case. To schedule a call with Proactive Monitoring team you can post a comment on the case. Alternatively, you may contact the Customer Success Manager for assistance.

Salesforce may change the Proactive Monitoring, Smart Alert Catalog from time to time in its sole discretion. SFDC will provide customers with advance notice of any planned downtime.

Smart Alert Catalog: Proactive Services for Sales, Service, Agentforce, Data 360, Experience Cloud and Platform

Core

Agentforce

Data 360

Service Cloud

Order Management

Smart Alert Technical Descriptions, Business Impacts, and Insights Delivered

Agentforce Detailed:

Data 360 Detailed:

Service Cloud Detailed:

Order Management System Detailed:

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