Explaining Monitoring in SAP Customer Experience Solutions

Vikram is a System Administrator for SAP Sales Cloud in his company. SAP Sales Cloud is the solution in SAP Customer Experience portfolio for Sales Force Automatization, enabling sales representatives to sell more by automatizing their tasks and offering powerful insights during the sales cycle.

Some sales representatives are inquiring about system performance when using the application. The system takes a long time to respond while the sales reps are working, thus creating a poor user experience.

As a System Administrator, Vikram monitors the system performance using usage and response time reports.

So, he decides first to check if there is a punctual utilization peak during that timeframe so he could consider this a heavy workload system or network issue.

Alternatively, he must escalate the case if this leads to a general performance problem.

So, Vikram decided to monitor the system performance for some time to determine whether this issue had been a one-time incident or was a general issue.

The usage and response times statistics in SAP Sales Cloud offer detailed information on system usage statistics, specifically the Average Response Times by Day report offers data about the average network and server response time for each day.

All these reports provide valuable insights for System Administrators, enhancing system usability, performance, and management.

Ultimately, it might be necessary to escalate using a support ticket if the problem persists. Even in that situation, the performance reports offer valuable data because they can be exported to get checked by SAP support.

This report shows the average response time of the network and server in terms of days for a request in SAP Service Cloud. It shows data for the last 14 days.

The report uses two different measures for the total time used to generate the response:

• Server Time: Duration for the server to process a request from the client. This includes the time to parse the request, execute business logic, and provide a response back.
• Network Time: Duration for a client's request to reach the server tenant and the subsequent reply back. Typically this includes SSL time, TCP Connect time, Latency, and so on.

There are other types of response reports available to monitor system usage and its response times:

• Response Time by Week: Transaction response time in seconds for specified percentiles (for example, 90%, 95%, 99%).
• User Interactions by Day: The count of transactions per day in a bar graph.
• User Interaction: The average response time of the network and server in hours, represented in a bar graph.

Each report can be used by the System Administrator to diagnose or identify different problems in SAP Sales Cloud.

The Average Response Times by Day report includes a show data table and change chart option that you can use to see all the data points for each report. You can change the report chart to other formats like columns, bars, areas, lines, and so on.

With the Analyze Data option, you can work with each report and manage, filter, and organize its data. You are also able to save, export, or e-mail the report.

To use the Response Times Statistics, ensure that you have the proper permissions:

• All of these reports are assigned to the General Settings view in the Administrator work center.
• If your business user or business role has access rights for this view and work center, you can open the tool.

So, let's follow Vikram briefly in his actions to monitor usage:

• First, he ensures that he has the proper report permissions.
• Then he goes to the Administrator work center and selects the General Settings view.
• He navigates to Usage and Response Time Statistics and selects Response Time Statistics.
• Vikram studies the four different Usage and Response Times reports.
• He select the appropriate chart type and table data options
• He navigates to a particular report to filter, format, and organize data or to export the report and its data.

When the Average Response Times by Day report shows a general performance issue that you can't identify, you might need to contact Product Support. You can create a support ticket using the data provided in the reports.

Watch the following video on how to access and use the Response Time Statistics feature in SAP Sales Cloud.

The Average Response Times by Day are a convenient monitoring tool for System Administrators to quickly observe performance issues for the Sales Representatives in SAP Sales Cloud.

For additional information on this topic, refer to Performance Reports Usage and Response Times in the SAP Help Portal.