Privacy Settings

You can now configure privacy settings in SupportCenter Plus. Privacy regulations and guidelines, such as the Global Data Protection Regulation, require businesses to protect their user's personal data from misuse. GDPR protects all types of personal data, including the user's name, social security number, insurance details, or racial or ethnic data. 

In SupportCenter Plus, you can completely delete or anonymize all personally identifiable information (PII). The ability to identify PII is available in Request Additional Fields, Account Additional Fields, and Sales Additional Fields.

Request Additional Fields

You can mark PII in Single Line, Multi Line, Numeric, and Date/Time fields. You can add these fields for requests, account, and sales as shown in the following screen shot:

Privacy Settings—Anonymize

On this page, will be listed all the fields that you have marked as PII. Here, you can select whether they must be anonymized or completely removed when the user is deleted. 

Anonymization means actual user data that can be used to accurately identify the user will be completely deleted. In case of user names, you will be able to provide a random text in the place of the actual name. All other PII data fields selected on this page will be completely deleted from the system, but the related details that are crucial for audit and other regulatory processes is retained in the application. When a user, whose PII is marked for anonymization, is deleted, anonymization (of the name) happens immediately, whereas the PII data deletion happens through a schedule, which runs every 8 hours. 

Anonymization will be possible only when compliance regulations are effected within the application. Select the Show option to anonymize user data while deletion option and select the specific fields that are listed. 

Deleting Support Rep/Contact/Account Manager

When a user leaves the organization and exercises his right to be forgotten, his name can be changed to random text when it's deleted. All other PII of the user will be completely deleted from the system. Note that the name anonymization happens immediately, whereas PII deletion happens once in 8 hours across the application.

Deleting Account

During account deletion, an account may move to inactive status if it is associated with any other modules. When 'Show option to anonymize user data while deletion' option is enabled under Privacy Settings, then the default account fields will be deleted along with the PII marked account additional fields and sales additional fields.