Skip to main content
Nerve Centre KPIs · Audit Profile · Sentiment Settings Salesforce CRM + Marketing Cloud data means little to a merchant unless the engagement layer is healthy and joined to realised revenue. This audit answers: (1) is the connected-app token healthy and scoped, (2) is the email/engagement layer keeping deliverability within reputation thresholds, (3) are journeys/automations live where they should be and list health holding, and (4) when attributed revenue diverges from ecom orders, where is revenue leaking between Salesforce and the commerce siblings?

​
What this audit checks

​
Authentication & access

  • OAuth refresh token valid (auth probe on /services/oauth2/userinfo) and not revoked
  • instance_url resolves to the correct per-org host
  • Connected-app scopes cover api + refresh_token + offline_access
  • Environment (sandbox vs production) matches the configured login host

​
Deliverability & sender reputation

  • Bounce rate above 5% (sustained) - sender reputation at risk
  • Spam complaint rate above 0.3% - deliverability degradation
  • Delivery rate below 95% - inbox-provider rejection rising
  • Unsubscribe rate above 2% - list fatigue or off-target content
  • Deliverability decay trend > 2σ vs 30-day baseline before a major campaign

​
Journey & automation health

  • Welcome journey not Published (should be live)
  • Abandoned-cart-equivalent journey not Published
  • Journeys stuck in Draft > 30 days (launch tech debt)
  • Published journey with stale enrollment_count_30d = 0 (trigger criteria broken)

​
List & subscriber hygiene

  • Active reachable subscribers shrinking > 10% vs prior period while send volume holds
  • Fewer than 3 segments - limited segmentation
  • Lists with no growth and rising unsubscribe = cold audiences to sunset
  • Opted-out contacts still receiving sends (consent breach)

​
Cross-channel: revenue-at-risk (the killer area)

  • Email send attributedRevenue diverges materially from the commerce sibling’s order revenue for the same utm_source (attribution drift)
  • Opportunity closed-won with no matching ecom order within 7d from the same contact (revenue-recognition gap)
  • Repeat ecom customers (top decile per commerce sibling) with no open Salesforce opportunity (missed expansion signal)
  • Paying ecom customers flagged HasOptedOutOfEmail or absent from Salesforce contacts (sync gap)

​
Severity thresholds

SignalWarnCritical
bounce_rate25
spam_rate0.10.3
unsubscribe_rate0.52
delivery_rate9592
open_rate105

​
Data sources

  • GET https://login.salesforce.com/services/oauth2/userinfo - Auth + org identity sanity
  • GET https://yourorg.my.salesforce.com/services/data/v60.0/sobjects/Contact - Contact inventory + opt-out state
  • GET https://yourorg.my.salesforce.com/services/data/v60.0/sobjects/Opportunity - Opportunity pipeline for revenue-recognition join
  • GET https://yourorg.my.salesforce.com/services/data/v60.0/query - SOQL for derived counts (segments, lifecycle, closed-won)
  • GET https://rest.marketingcloudapis.com/messaging/v1/messageDefinitionSends - Send stats: sent/delivered/opens/clicks/bounces/unsubscribes/spam/attributedRevenue
  • GET https://rest.marketingcloudapis.com/interaction/v1/interactions - Journey inventory + status + trigger types + enrollment
  • GET https://rest.marketingcloudapis.com/contacts/v1/lists - List/segment inventory + subscriber counts for list health