Case Study: Salesforce achieves scalable service health monitoring with Grafana

How Salesforce Manages Service Health at Scale With Grafana and Prometheus

Salesforce, the global CRM platform, needed a reliable way to manage service health, low-latency alerting, and real-time observability across its highly distributed cloud environment. As its Commerce Cloud business serves billions of shoppers and processes massive volumes of e-commerce metrics, the company needed dashboards and alerts that could quickly surface issues, support root-cause analysis, and keep customer experiences strong during critical sales events.

Using Grafana alongside Prometheus, Alertmanager, and Salesforce’s own monitoring tools, Salesforce built a cloud-native observability stack for dynamic dashboards, automation, and proactive alerting. Grafana helped the company monitor more than 70 million e-commerce metrics per minute, process over 120,000 alerts per minute, and support 300+ active internal users each day, enabling fast investigations and helping Salesforce maintain historic 99.99% platform availability.

Salesforce

Joe Pallotta

Software Engineering Manager