Build trust and transparency around your data with Service Cloud.
Companies increasingly use data to understand and serve customers better. Now the collection and use of that data will be subject to new regulations like the GDPR. As the #1 CRM platform, Service Cloud gives companies a single view of customer data and securely provides complete transparency and control to not only comply with the GDPR, but also to connect with customers in new ways.
Service Cloud Accelerates GDPR Readiness
Right to Be Forgotten
You may need to delete customer data in order to comply with data protection and privacy regulations. Service Cloud offers the features of the Salesforce Platform that enable you to meet your obligations under the GDPR. Deletions of Salesforce instances (orgs) are synced regularly.
Data Portability
You can use the Salesforce Platform to help you honor your customers’ requests to export their data. Data can be extracted via both UI-driven and API-driven methods, including reports and report/dashboard APIs, data loader, Apex, SOAP and REST APIs, and third-party ETL tools. Export formats include CSV, JSON, and XML.
Consent
There are several ways the Salesforce Platform helps you comply with data protection and privacy regulations, including out-of-the-box support for indicating do not call, email opt-out, and fax opt-out preferences. Custom Objects and Fields can be leveraged to provide richer consent regimes, and individual Service Cloud products have relevant consent controls.
Restriction of Processing
In Service Cloud, records can be identified, exported, and deleted upon receiving a verified request to restrict processing. If the restriction is lifted at a later date, the records can be re-imported.
Accountability/Transparency
Salesforce offers customers a robust data processing addendum containing strong privacy commitments that few software companies can match. This addendum contains data transfer frameworks ensuring that our customers can lawfully transfer personal data to Salesforce outside of the European Economic Area by relying depending on the service on Binding Corporate Rules, our Privacy Shield certification, or the Standard Contractual Clauses. This addendum also contains specific provisions to assist customers in their compliance with the GDPR.
Security
Salesforce has security built into every layer of the platform. The infrastructure layer comes with replication, backup, and DR planning. Network services has encryption in transit and advanced threat detection. Our application services implement identity, authentication, and user permissions. We also offer an additional layer of trust with Salesforce Shield, including Platform Encryption, Event Monitoring, and Field Audit Trail.
“We are committed to our customers’ success, including compliance with the GDPR.”
What should customers do?
- Raise awareness of the importance of GDPR compliance with organisation leaders
- Obtain executive support for necessary staff resources and financial investments
- Choose someone to lead the effort in becoming GDPR-compliant
- Build a steering committee of key functional leaders
- Identify privacy champions throughout the organisation
- Obtain executive support for necessary staff resources and financial investments
- Choose someone to lead the effort in becoming GDPR-compliant
- Build a steering committee of key functional leaders
- Identify privacy champions throughout the organisation
- Review existing privacy and security efforts to identify strengths and weaknesses
- Identify all the systems where the organisation stores personal data, and create a data inventory
- Create a register of data processing activities, and carry out a privacy impact assessment for each high-risk activity
- Document compliance
- Identify all the systems where the organisation stores personal data, and create a data inventory
- Create a register of data processing activities, and carry out a privacy impact assessment for each high-risk activity
- Document compliance
- Ensure privacy notices are present wherever personal data is collected
- Implement controls to limit the organisation’s use of data to the purposes for which it collected the data
- Establish mechanisms to manage data subject consent preferences
- Implement appropriate administrative, physical, and technological security measures and processes to detect and respond to security breaches
- Establish procedures for responding to data subject requests for access, rectification, objection, restriction, portability, and deletion (right to be forgotten)
- Enter into contracts with affiliates and vendors that collect or receive personal data
- Establish a privacy impact assessments process
- Administer employee and vendor privacy and security-awareness training
- Implement controls to limit the organisation’s use of data to the purposes for which it collected the data
- Establish mechanisms to manage data subject consent preferences
- Implement appropriate administrative, physical, and technological security measures and processes to detect and respond to security breaches
- Establish procedures for responding to data subject requests for access, rectification, objection, restriction, portability, and deletion (right to be forgotten)
- Enter into contracts with affiliates and vendors that collect or receive personal data
- Establish a privacy impact assessments process
- Administer employee and vendor privacy and security-awareness training
- Compile copies of privacy notices and consent forms, the data inventory and register of data processing activities, written policies and procedures, training materials, intracompany data transfer agreements, and vendor contracts
- If required, appoint a data protection officer and identify the appropriate EU supervisory authority
- Conduct periodic risk assessments
- If required, appoint a data protection officer and identify the appropriate EU supervisory authority
- Conduct periodic risk assessments
GDPR Resources
TRAILHEAD
European Union Privacy Law Basics
WHITE PAPER
Your GDPR Compliance with Salesforce Shield
DOCUMENTATION
Salesforce Services Trust and Compliance Documentation