How to Adjust Proactive Monitoring Alerts in Marketing Cloud Engagement

Overview

Proactive Monitoring (ProM) is a specialized Signature service where Salesforce monitors key Marketing Cloud Engagement (MCE) automations, journeys, triggered sends, etc. By detecting anomalies and triggering alerts based on defined thresholds, ProM helps you resolve potential issues before they impact your business operations. 

💡 Key Configuration Details

• Initial Setup: The ProM service is activated and configured on the backend by Salesforce Support.
• Customer Control: Once the service is active, you can independently fine-tune your alert sensitivity.
• How to Adjust: Thresholds are managed directly within specific Shared Data Extensions inside your Marketing Cloud account.

Prerequisites

Before making any changes, ensure that:

• ProM has already been enabled for your account
• You have access to the correct Business Unit (MID)
• You have permissions to view and update Shared Data Extensions
• You know the name of the Data Extension that needs to be updated (specific alerts are tied to specific Data Extensions)
• Your account is eligible for Proactive Monitoring (Signature customers)

Steps to Adjust Proactive Monitoring Alerts

Step 1: Log in to Marketing Cloud

Access your Marketing Cloud instance using the following URL:

https://mc.exacttarget.com/

Step 2: Navigate to Shared Data Extensions

Follow the navigation path below:

Contact Builder → Data Designer → Data Extensions → Shared Items → Shared Data Extensions

Navigation labels may vary slightly depending on your account configuration.

Step 3: Locate the Proactive Monitoring Folder

Search for and open the following folder (note that this is standard, but not required, naming convention - your alert data extensions may be stored in a different folder):

SFMC_ProactiveMonitoring

Step 4: Identify the Relevant Data Extensions

Inside the folder, you will find one or more Data Extensions related to Proactive Monitoring. These Data Extensions contain configuration fields that control:

• Threshold limits
• Monitoring parameters
• Process names

Review the Data Extension carefully and identify the fields relevant to the alert you want to adjust.

Step 5: Update Threshold Values

Modify the threshold values based on your historical data and business requirements.

Example:

• Average automation runtime: 25 minutes
• Current threshold: 20 minutes
• Recommended threshold: 30–35 minutes to avoid unnecessary alerting (generally 25% + average threshold)

Save the Data Extension after making updates. Changes are applied automatically for future monitoring cycles.

Best Practices

• Thresholds are typically applied at the MID level
• Avoid setting thresholds too aggressively to reduce false alerts
• Review historical performance data before making changes
• Temporarily adjust thresholds for processes that are expected to run longer than usual

Frequently Asked Questions

Can I create new Proactive Monitoring alerts myself?
No. New Proactive Monitoring setups must be created by Salesforce at the backend.

Can I completely disable Proactive Monitoring?
Threshold adjustments can be made by customers. They can disable/remove processes from Proactive Monitoring (generally the data extension has an Active or IsActive field), but enabling or disabling the alert schedule requires Salesforce involvement (it is recommended the schedule be turned off if that alert is no longer needed).

What should I do if I don’t see the Proactive Monitoring Data Extensions?
Contact Salesforce Support to confirm whether Proactive Monitoring is enabled for your account.

When to Contact Salesforce Support

Contact Salesforce Support if:

• Proactive Monitoring has not been enabled on your account
• You do not see the SFMC_ProactiveMonitoring folder
• Alerts appear to be triggering incorrectly
• You need assistance enabling monitoring for additional processes

Summary

Proactive Monitoring helps identify issues early by monitoring critical Marketing Cloud processes. While the initial setup is completed by Salesforce, customers can independently adjust alert thresholds using Shared Data Extensions to better align monitoring with real-world performance.