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            Data Access and Export for Service Cloud

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            Data Access and Export for Service Cloud

            When requested, provide the data you’ve received from your customers on cases and work orders to comply with various data protection and privacy regulations.

            Required Editions

            Available in: All Editions

            Some laws require you and your company to let customers take their data with them. We’ve listed a few of the obligations that are important to many companies collecting and processing their customers’ data.

            • General Data Protection Regulation (GDPR), European Union
            • Customer Contracts

            If you have customers or users who want to take the data that you’ve received from them, review these common requests. We’ve provided links to the procedures related to those requests.

            Common Customer RequestActions to ConsiderThings to Consider
            My customer wants to know how many cases she has filed with my company. Export Data

            Consider which available data format best suits your customer’s needs.

            Fields that contain relevant data can include open text fields in which agents and field service workers share internal notes about customers and cases. Notes can include personal information such as customer birthdays and nicknames.

            If your customer no longer wants you to keep the personal data that you’ve collected, you can delete it. See Delete Records.

            You can use Data Loader to download and share CSV files of a customer's data. See Data Loader Guide.

            If you subscribe to Service Cloud Einstein and want to export case data, you can request data containing past versions. Just contact Salesforce Customer Support for help.
            My customer wants to know how many points of contact my company has for him.
            My customer wants all information they've provided in a case, or all cases, to give to another company or third party.
            My customer wants to compare notes from a specific case with their records.
            My customer wants me to provide a complete record of all their interactions with my company.
             
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