You are here:
Consent Management for Service Cloud
Respect your customers’ requests to limit types and hours of contact. And honor customer wishes when they 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 customers don’t want to receive calls or email messages from my company. | Delete Fields | Delete information in these fields for lead records.
And in those records, select these options.
|
| A customer in California asked us not to share his personal data with other divisions and third parties. | Manage Contacts | It’s possible that your company stored your customer’s personal data in other areas of Salesforce. If you shared your customer's personal data with other parties, ask them to honor the request and delete the customer’s personal data. |
My customer doesn't want my company to contact her for any sales-related reasons, just customer service. She specifically prohibits us from calling, sending email messages, and sending sales materials through the post. |
Delete Fields | Ask your customer about which forms of communication she allows for customer service purposes, and retain the information specific to those forms. Consider deleting information related to the ways in which she prohibits contact. |
| As a Field Service mobile app user, I want to control when Salesforce uses my mobile phone to track my location. | Track Service Resources with Geolocation | Admins can turn geolocation tracking on and off for all Field Service mobile app users, and exclude specific individuals from geolocation tracking. Individual mobile users can also turn off location tracking for the mobile app from their phone’s operating system settings. |
| My Field Service customer doesn’t want to provide signatures electronically. | Manage Service Reports | To make field technicians aware of the customer’s request before they arrive, create a custom field on service appointments to identify customers that need hard copies of their service reports. |
I use Service 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. |
Let service agents exclude a case from the predictive model. Add a custom field on the Case object using the type Checkbox, and give it the API name AI_HasOptedOutProfiling__c. | |
| My customer in California wants all the information he provided in one or more of his cases so he can share it with a third party. | Export Data | Consider which available data format best suits your customer’s needs. You can use Data Loader to download and share CSV files of a customer’s data. If the customer no longer wants you to keep the personal data you’ve collected, delete it. |
