FAQ
Where is my data processed and what data do you collect?
We process your data differently based on the app plan you choose:
- Standard - Free, Standard - In the Standard plan, your data doesn't leave your Salesforce instance. We download your usage logs from the URL provided by Salesforce, process them on the Platform, and transfer the data for post-processing and visualization to the native Salesforce CRM Analytics app installed in your org.
- Premium, Enterprise, Ultimate - To allow our enterprise customers to go beyond platform processing limits and drastically increase the supported data volumes, we use our own processing logic hosted on AWS to download and preprocess your app usage logs. The processing service is used only to download the logs, preprocess them, and send them to CRM Analytics installed on your Salesforce org. Apart from the authorization information (needed to post logs to your Salesforce org), we do not store any of your data outside of the Salesforce platform.
If you are on the Premium, Enterprise, or Ultimate plan and your data must be processed only in a certain region due to legal compliance requirements, contact us and we will set the specific logs processing region for you.
I used the app today and don't see the interactions recorded in ISV Analytics app yet. When will I see my usage data?
You will see the app usage interactions in the ISV Analytics App between one and three days after they occurred. The delay occurs because Salesforce needs time to accumulate all usage logs data from instances all over the world. To learn more about how we synchronize your app usage data, please refer to this article: Data Synchronization Considerations.
How is CRM Analytics related to the ISV Analytics app?
CRM Analytics is a powerful Salesforce native tool used for data analysis. The ISV Analytics App uses its features to visualize your app usage data on responsive dashboards. This allows you to customize what we provide out of the box and go beyond standard Salesforce dashboards.
Do I need a CRM Analytics licenses to use the ISV Analytics app?
Yes, you do - but the good news is you already have them! 😉
As a Salesforce ISV Partner distributing AppExchange apps, you are provided with two CRM Analytics Growth licenses for free (this matches the number of standard Salesforce licenses provided to Salesforce Partners by default - effectively the default number of Salesforce Users on Partner Business Orgs). They allow you to use our dashboards and also create your own based on the data collected by ISV Analytics.
If you need more than two, contact your Partner Account Manager to purchase additional licenses.
Can I test ISV Analytics on my sandbox?
No, Salesforce does not allow requests for your app's AppExchange App Analytics logs from any org other than your License Management Org (LMA). ISV Analytics must be installed in this org. If you are unsure which org is your LMA, it is typically the same as your Partner Business Org (unless you have requested otherwise) - the org you received when you became a Salesforce Partner.
ISV Analytics does not modify any existing records in the License Management Org; it operates exclusively within its own data model and treats all other data as read-only.
While installing the app, I had to accept some third-party access URLs. What are those?
ISV Analytics makes calls to two external endpoints:
- Link to download your app usage data - generated and managed by Salesforce.
- Our log processing service endpoint - used in the Premium, Enterprise, and Ultimate plan. This service downloads your app usage logs, preprocesses them, and uploads them back to the CRM Analytics on your Salesforce org. The service doesn't store your data; it only preprocesses it and posts it to Salesforce.
When will I see my usage data from today?
If your customer starts using your app on August 1st, you will see their usage in ISV Analytics between one and three days later - between August 2nd or 4th. As described in data sync consiterations, this delay occurs because Salesforce needs time to accumulate all usage logs data from your customer instances worldwide - typically, it is up to two days.
I performed the Historical Data Load and don't see the usage from the current month. What is the issue?
This is likely due to the historical data gap described in data sync consiterations. If you run the historical data load in the same month you installed the app, you'll see all logs from the current month at the beginning of the next month (on the third day).
I see significantly more recorded app interactions from the period after ISV Analytics installation compared to the historical usage data. Is this correct?
The historical usage data load is based on a different type of logs than the everyday usage logs collection process. As described in data sync consiterations, this type of logs (Package Usage Summary) is collected by Salesforce only for production orgs. The everyday usage logs collection is based on Package Usage Logs that are collected for more types of subscriber orgs, which is why you will see more interactions collected from the period after ISV Analytics app installation.
Why are some of the rows displayed in the Usage per Region dashboard table missing country codes?
There are two possible reasons for this:
- You performed a historical data load, and as described in data sync consiterations, the user and organization country codes are not collected in this kind of logs.
- If you see missing values only for the user country codes, this may be because this information might not be populated on the customer org for particular users and as a result, is missing in the logs collected by Salesforce for your app.
Why do I see "No results found"?
On the Customer Summary tab, there are two dashboards that display data specific to the apps distributed via per-user licenses. If you use only the per-site licensing model, they will display no results.
If you see the "No results found" in any other place, this means that your app haven't produced certain type of data yet - e.g. no unhandled exception occured (we wish you that, by the way ;)).