FAQ
If you need further assistance, reach out to us at [email protected].
Setup & installation
It’s really simple. Follow every step of the instruction at Getting Started and you should be up and running in minutes.
Yes, we recommend installing in a Sandbox first. Once you’re happy with it, install and set it up in your Production Org for the best results.
Analytics & reporting
Yes. Report & Dashboard usage capture is now standard in the latest Unaric Guide release (v.1.58). We have a Flow enabled out-the-box for capturing reports and dashboard usage, which is illustrated on the packaged Usage Tracker Dashboard dashboard. See Dashboards.
Yes. This is a common use case. Unaric User Analytics can track Knowledge Article views by user role, profile, or any attribute from the User object. These insights help you prioritise updates based on what’s actually being used.
Plus, with our Help Tool, you can surface the most-viewed articles right inside your org. That means less time spent searching, and more time getting work done. For more information, see Knowledge Analysis.
Yes. This is one of the most popular use cases. You can track screen views by role or any attribute from the User Object, giving you the insights you need to spot drop-off points, remove unnecessary steps, and target improvements.
Absolutely. Many customers use Unaric User Analytics to uncover their true Salesforce champions—often in unexpected places.
Yes. We recommend using a BI tool like Tableau, Power BI, or BusinessObjects. Connect each org’s ‘Help Interaction’ object to your chosen tool, and you’ll have a unified view of engagement across all orgs.
Yes. Dashboards and reports can be tailored to suit your needs.
Many customers customise them to include additional data from the User Object - such as grouping by Division, Role, or any other custom data - instead of reporting by individual users.
Yes. You can add a chart directly to any record page —like an Opportunity— that shows who has viewed that record and how many times over the past 30 days.
This works on all Standard and Custom Object record pages and can also be deployed on Salesforce Mobile and Experience Cloud pages.
Data management & storage
All data stays securely within your trusted Salesforce Org. Each user interaction generates a single Salesforce record (~2KB) in a custom object called ‘Help Interactions’, which will accumulate over time. Unaric has no access to your data unless explicitly granted by you for support purposes.
For more information, see Data Management.
This can happen for several reasons:
- You’ve reached the maximum number of dashboards allowed in your org.
- Users lack the required permission set or equivalent profile permissions (e.g., Helped User).
- Help Settings have not been properly initialized.
Each interaction record is approximately 2KB. To estimate storage needs, multiply: Number of users × average page hits per day × number of days. To learn how to manage data usage, see Data Management.
Yes, absolutely! Contact us to book a suitable 30-minute slot with one of our Digital Adoption experts at [email protected]. Any data shared during this session is and remains strictly your property—we guarantee it will not be sold or shared.
Data privacy
Yes, you have full control over your data. In regions with stricter privacy requirements, you can choose to anonymise data at the point of capture.
Yes. There are a few ways to go about this, you have full control over what data is captured and how you store the data in the Help Interaction Object. See Data Management.
Yes, using the built-in geolocation tracking feature. See Geolocation Tracking.
Advanced features & integrations
Not yet. However, you can monitor how much scrolling people are doing on pages and monitor high level clicks they are doing on any page we can monitor. To this end, check out the Help Interaction details in your reporting. Also with Unaric Guide, you can track engagement with any content assigned to fields, giving you valuable insights into user interaction.
Yes. Tracking works the same way. Simply add the Position Detector to your Experience Cloud pages, sub-pages, or Flow screens.
We recommend using a clear naming convention for each Position Detector to easily distinguish data across different user communities (e.g. COMMUNITY_[CommunityNameAbbrev]_[PageName]).
For tracking your Experience Cloud Users grant these the Helped User (Experience) Permission Set.
Yes. User Analytics generates clean, well-structured usage data that's ideal for integrating into your Agentforce data models. We also have an AI Agentforce Taskforce. If you are looking to take this further, get in touch and we’ll set up an initial meeting to discuss/demo what we can do to help you, even if it’s just a chat about the art of the possible, a chat digging through all the hype.
In most cases, yes. Unaric User Analytics can capture interactions within most AppExchange apps installed in your Org.
Yes. Starting with Unaric Guide v1.55, you can track time spent on a page using the Position Detector. See Time Spent on Page.
Pricing & licence
In short, yes! You can use Unaric User Analytics for free as long as data retention is set at 7 days.