3361874 - Performance Best Practices for C4C and how to troubleshoot

Performance problems could be sporadic, which means it only happens occasionally and we don’t know when it would happen again. It may also be the case that we may experience slow performance over a broader range of time, can be reproducible or in general we are not happy with the performance of the application.

The cause for slowness can quickly be identified by looking at the interaction’s performance statistics. This can be accessed by right clicking anywhere on the browser screen and selecting the option “Inspect” in Google Chrome or “Inspect Element” in Microsoft Internet Explorer.

SAP CLOUD FOR CUSTOMER

Performance issue will happen in multiple iterations., such as

1. While performing Data Export/Import

2. While loading business objects such as : Load of TI screen, OWL screens, Searching taking time. 

3. While a single transaction takes time. such as Creation of a object, Update of an object and deletion of a object.

4. Reports execution taking time. 

5. Partner Custom development taking time.

6. Customer opens an Incident regarding Slowness or System down on their C4C/ByD system. 

When we experience slowness while interacting with the C4C application, it maybe very useful to understand the underlying cause of the performance problem. It may be in one or more of the following areas below:

1. Client – Cache settings, Mashups, Browser type/version etc
2. Network – LAN, proxy, Gateway, Web Filtering, Internet Services Provider (ISP), VPN etc
3. Server – Customizations including PDI/SDK, Workflow, or it may be due to SAP code itself

Depending on the scenario, the following actions must be taken:

• If it is a complete system down: When the User opens the tenant URL and a Maintenance Message is shown or the page is inaccessible, this is considered a system down.
  In this situation, contact the Operations team and ask them for an Estimated Time to get the tenant back online. If/When the tenant comes back online, a reply using this template can be sent to the Customer:
  
  "We are already preparing the Root Cause Analysis in order to send to our customers.
  However, the investigation takes sometime, you should receive the RCA via the standard communication channel.
  There is no need to open an incident requesting it, as it is an automatic process."
  
  
• If it is an intermittent or reproducible slowness: The essential data regarding a slowness report is defined in three main information. This should be asked to the Customer as these are points in common for almost every tool used to analyse a Performance issue, hence it's importance.

1. Which Screen or Action they were performing in the moment of the slowness. This needs to be detailed since we need to reproduce the issue.
2. User ID of the person that experienced slowness.
3. Time Stamp of the action.
   
   

• If a Performance Trace ID is provided: The tool to check IDs is not always reliable, so the above information should be asked as well. please check KBA: SAP 3107435 - How to Execute a Performance Trace from UI.

> For UI slowness, End user has to perform UI trace as per KBA and provide the same to SAP 3107435 - How to Execute a Performance Trace from UI   (https://userapps.support.sap.com/sap/support/knowledge/en/3107435) 

> Customer has to make sure there is not active PDI trace while performing data import/export. 

> Customer has to make sure there are no deployments during data import/export. 

> Customer has to make sure the number of round trips should not exceed 5-6, cause more the round trips more time is taken to finish the transaction.

> For PDI screens taking time, Partner developer of respective screen has to check from their end by performing trace from SAP cloud application.

https://userapps.support.sap.com/sap/support/knowledge/en/2365114

https://blogs.sap.com/2020/05/05/performance-absl-trace-new-functionality-in-2005-release./

> Please find the link to below Blogs which will help us provide more indepth knowledge on every aspects that affects the performance and those changes that can be done to improve performance.

1. SAP Hybris Cloud for Customer ⚡ Performance Best Practices⚡ | SAP Blogs

2. C4C Performance 101 | SAP Blogs

Best Practices to improve performance, troubleshoot performance issue,Downtime, Hosting, Not Available, Latency, LAG, Unavailable, Offline  , KBA , LOD-CRM-PRF , Performance , Problem