How Salesforce manages service health at scale with Grafana and Prometheus

Salesforce, the leading customer relationship management platform, utilizes Grafana and Prometheus to effectively manage service health and alerts, ensuring product availability insights across the company. During a GrafanaCONline 2021 presentation, Salesforce's team highlighted their use of Grafana’s dashboards, Prometheus, and plugins to derive real-time service health insights and support low-latency alerting with auto-remediation and auto-scaling capabilities. The company's cloud-native architecture relies on hyperlocal observability tools that bundle Prometheus, Grafana, and Alertmanager, working alongside Argus, their time series monitoring platform, to provide a comprehensive alerting solution. The team shared how automation tooling has enhanced the management of alerting and dashboards, offering features like templating, versioning, and integrations. Salesforce's dashboards facilitate trends, health checks, and performance monitoring, while Grafana’s capabilities such as $variables and Javascript callouts enhance usability. This robust monitoring strategy is crucial for Salesforce's Commerce Cloud, which processes vast amounts of e-commerce metrics and alerts, ensuring customers experience a 99.99% platform availability during critical sales events such as Black Friday. The dashboards allow Salesforce to quickly assess system health and steer investigations to diagnose and resolve any customer issues effectively.

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