Troubleshooting Salesforce Commerce Cloud

This section covers common issues and solutions for analytics and tracking on Salesforce Commerce Cloud (SFCC).

Common Issue Categories

Performance Issues

Performance problems affect user experience and can impact tracking accuracy.

• LCP (Largest Contentful Paint) - Slow page load issues
• CLS (Cumulative Layout Shift) - Layout stability problems

Tracking Issues

Problems with analytics data collection and accuracy.

• Events Not Firing - Missing or incomplete tracking

SFCC-Specific Considerations

Caching Behavior

SFCC uses aggressive caching that can affect tracking:

• Page Cache - Full page caching can prevent dynamic data layer values
• Component Cache - Cached ISML components may have stale data
• CDN Caching - Edge caching can serve outdated tracking scripts

Solutions for Caching

// Use cache-bust parameters for critical tracking
<iscache type="relative" hour="0" minute="0"/>

// Or use pdict data in scripts to ensure fresh values
<script>
    var userData = {
        loggedIn: <isprint value="${customer.authenticated}" encoding="jsstring"/>,
        sessionId: '<isprint value="${session.sessionID}" encoding="jsstring"/>'
    };
</script>

Pipeline vs Controller Architecture

SFRA (Controllers):

• Modern JavaScript-based
• Easier debugging
• Clear request lifecycle

SiteGenesis (Pipelines):

• Legacy XML-based
• Complex debugging
• Multiple execution points

Quick Diagnostic Checklist

Page Load Issues

• Check browser console for JavaScript errors
• Verify GTM/GA scripts are loading
• Check Network tab for failed requests
• Review SFCC error logs in Business Manager

Data Layer Issues

• Verify window.dataLayer exists
• Check data layer values in console
• Confirm data layer pushes before GTM loads
• Validate JSON structure in data layer

Event Tracking Issues

• Use GA4 DebugView or GTM Preview
• Check trigger conditions in GTM
• Verify event parameters are populated
• Test in incognito mode (no extensions)

Business Manager Logs

Access SFCC logs for debugging:

Administration > Site Development > Development Setup

Key log files:

• error-log - JavaScript and server errors
• custom-log - Custom logging output
• migration-log - Import/export issues

Support Resources

• Salesforce Commerce Cloud Documentation
• SFCC Developer Center
• Global Issues Hub - Platform-agnostic troubleshooting