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Consent Management for Sales Cloud
Honor and respect your customers’ wishes when they request only specific forms of contact from your company or opt-out of certain types of data-sharing. We provide details to help you determine the best way to comply with the data protection and privacy regulations that apply to your company.
Required Editions
| Available in: All Editions |
Many data protection and privacy regulations require you and your company to honor people’s requests about how you use their data. We’ve listed a few of the regulations that are important to many companies collecting and processing their customers’ data.
- General Data Protection Regulation (GDPR), European Union
- California Consumer Privacy Act (CCPA), United States
- Canada’s Anti-Spam Law (CASL)
If you have customers or users who request specific methods of contact from your company, review these common requests and the procedures related to them.
| Common Customer Request | Actions to Consider | Things to Consider |
|---|---|---|
Some of my prospects don’t want to receive calls or email messages from my company. They specifically prohibit us from calling, sending email messages, and sending sales materials through the post. |
Delete information in these fields for lead records.
And in those records, select these options.
If you don’t see those options for leads and contacts, add them to your lead and contact page layouts, or ask your admin for help. |
|
| One of my customers asked that we don’t track if and when she opens email from us. | Enable Email Tracking for Individuals Opening Email from Your Company | Turn off tracking for whether and when your customers open email that you send from Salesforce. Also ask your customer whether it’s OK for you to send her email from your company. If it’s not, open her contact, lead, or person account record and:
|
| One of my customers in California has requested that we not share her personal data. | Manage Contacts | If you shared your customer's personal data with other parties, ask them to delete her personal data. The customer's personal data might be stored in other locations, including other areas in Salesforce. |
| Some of our prospects and customers don’t want to hear from my company, unless they specifically opt in. | When working with leads and contacts, select options for:
If you don’t see those options for leads and contacts, add them to your lead and contact page layouts, or ask your admin for help. Consider deleting phone numbers, email addresses, and mailing addresses, unless your customers give you consent to use them. And refrain from sending marketing and sales materials through the post. |
|
| I use Salesforce Inbox and want to exclude specific prospects and contacts from receiving mass email distributions from me. | ||
| For Salesforce Inbox or Einstein Activity Capture, we decided to not receive read receipts when our customers open our email messages. | Disable Email Tracking for Inbox Users | Turning off read receipts prevents all your Salesforce users from receiving read receipts. If you don’t disable read receipts for all users, individual users control whether to include a read receipt for email messages they send. |
| A prospect of mine doesn’t want us to store her email address and phone number. | Manage Leads | Delete any fields that store your prospect’s email address and phone number. Start with the lead record. If you’ve created other records or activities related to your prospect, remove her email address and phone number from those records too. |
A lead I’m pursuing is interested in our services, but she’s in the process of moving out of state. She asked that we give her a couple months before we continue soliciting her. |
Manage Leads | Don’t send email, schedule meetings, or call those customers. Select these options in the lead or contact record.
If you don’t see those options for leads and contacts, add them to your lead and contact page layouts, or ask your admin for help. Also, set a reminder to contact your prospect at the time your customers specify. |
I use Sales Cloud Einstein. My customer asked us to exclude his personal data from factoring into machine learning models. That’s because he doesn’t want us to generate predictions based on his personal data. |
For any of the following objects, create a custom field using the type Checkbox, and give it the API name AI_HasOptedOutProfiling__c.
And if you’re using Salesforce Inbox or Einstein Activity Capture, consider excluding email data from machine learning models. For details, see Exclude People's Personal Data from Modeling and Data Enrichment. |
|
| For Salesforce Inbox or Einstein Activity Capture, I want to exclude a specific customer’s personal data from being used by other Salesforce features. | Exclude People's Personal Data from Modeling and Data Enrichment | When you exclude your customer’s data from third-party data enrichment, his standard profile data still appears. When you exclude his data from modeling, we no longer show recommended connections based on conversations with him. |
