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Sensitive Data Removal from Case Attachments

Publish Date: May 26, 2026
Description

Salesforce applies automated data-scrubbing to copies of specific types of files uploaded to support cases through Salesforce Help or Agentforce-powered support experiences. This process helps protect customer data and supports compliance with security and privacy requirements.

Scrubbing is applied to commonly submitted diagnostic files such as logs, HAR files, and other system-generated artifacts. The process runs automatically and cannot be disabled.

To minimize unnecessary exposure of sensitive data:

  • Scrubbed versions of files are used by default by Salesforce support personnel, systems, and tools, including AI-assisted workflows.

  • The original, unscrubbed files are retained and are manually accessed by authorized Salesforce support personnel only when required to resolve a customer issue.

Resolution

When a file is attached to a support case, Salesforce automatically creates a copy of the file and removes or masks sensitive information, including:

  • Personally Identifiable Information (PII)

  • Credentials, access tokens, or secrets

  • Private Keys

  • Session identifiers

  • Other confidential or security-sensitive data

This approach preserves diagnostic usefulness wherever possible while enforcing security and privacy safeguards.

If essential information is unavailable due to automated scrubbing, Salesforce personnel may manually access the original, unscrubbed file to resolve a customer issue in a manner that follows security best practices.

Customer Guidance

To help expedite case resolution, customers should:

  • Avoid including unnecessary personal or sensitive data in attachments

  • Follow product guidance when generating logs or diagnostic files

  • Provide only the information needed to investigate the issue

For assistance, contact Salesforce Support through your case in Salesforce Help or Agentforce.

Knowledge Article Number

005385525

 
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Salesforce Help | Article