Hi and welcome to this video on Managing Data Subject Rights and data security in Zoho CRM for GDPR compliance.
Let's get started and look at how you can add and track the data subject requests in Zoho CRM.
GDPR comes with a slew of rights for EU residents with regards to their personal information.
Data subjects can exercise their rights through portals, emails, or phone calls.
When you receive the request through phone or in-person, you can manually add it from the record details page.
When your subjects add a request via portal or email, the request gets automatically captured against their record inside Zoho CRM.
Let us look at how you can add a link in your email templates from which your recipients can raise data subject requests.
Open the email template where you want to add the link. Enter your text and click this 'Add link' icon.
Choose the link type as 'Data requests' from the drop-down and select the data request types the recipients can raise from your email.
Select the language and hit save.
So, there! Your recipients can now start raising data subject requests from your email that will be
automatically captured in the respective record in Zoho CRM.
Consider this example,
Josephine Faller, one of your leads, calls you. She wants all of her data to be sent to her to update the latest information.
You can manually add this request along with any other details of Josephine in your CRM account.
Go to the Data Privacy tab here. You will see a section called Data subject requests.
Click the 'Add request' link and you will see a list of data subject requests.
You can add and track requests to access data, rectify data, export data,
stop processing data, and delete data in Zoho CRM.
Let's select request to Rectify data and click done.
Once the request is added, appropriate actions can be initiated to address the request based on its type. In this case,
we have Send email, Close request and Delete request.
By clicking Send email, you can type in your content in the email popup where the personal details of the lead is automatically attached.
You can close the request once it has been addressed or even delete the request when the data subject changes their mind.
Let's look at another example.
Andy Smithers, one of the points of contact for a deal in your CRM system has moved
organizations and she no longer has anything to do with your business.
She sends you a personal email informing you about it and requests you to remove all of her information from your system.
You can go to the Data privacy section where Andy's details are available and add a new request to Delete data.
Once you save the request you will see three options:
You can lock the record which will prevent any further data processing on this record manually or through automation.
Next, you can move the record to block list.
Re-entry of the same email address will be prevented via import and synchronizations. As
With any request, you can delete it. Say, in case the data subject changes their mind and revokes the request.
There you go. So that's how you can add and address a data subject request in Zoho CRM.
You can track the data subject requests and more GDPR related information from the Overview dashboard under Compliance settings.
Go to Setup-> Users and control->Compliace setting-> Overview. In
this section here, you can track the open data subject requests that are not addressed yet.
So for the leads module,
you can click 'show records under request' to rectify and view all leads who have raised requests to rectify their data.
Moving on, let's look at the features in Zoho CRM that will help you process your subjects personal data more securely. As
per the GDPR, all processing activities must be carried out securely to ensure that personal information is not exposed.
Collection storage, disclosure, retention and deletion of personal data must be handled very securely and lawfully.
Zoho CRM allows you to protect and manage personal data effectively.
The fields in Zoho CRM that carry personal information can be marked as personal fields and can be further
categorized as Normal and Sensitive.
Let's look at how you can mark personal fields.
Go to Setup-> Customization-> Modules and fields.
Go to the module, say leads and select the 'Manage personal fields' option.
Click 'Mark personal fields' and in the pop-up that appears choose your personal fields and mark them as normal or sensitive.
For example,
You can mark fields such as annual revenue,
Email address or office phone as normal. and you can mark fields such as social security number,
mobile number, and passport number as sensitive.
You can also mark fields as personal from the module builder by clicking on edit properties for the respective fields.
Once you are done marking personal fields for various modules, go to Setup-> Users and Control->
->Compliance settings-> Preferences. in
The section called personal data handling, you can restrict the data stored in personal fields from being accessed outside Zoho CRM.
You can restrict the data transfer to Zoho apps and choose the data type that you want to restrict.
Say only the sensitive data or both normal and sensitive data.
Similarly,
You can restrict the data to third-party apps.
Choose the data type and then select the apps to which you want to restrict the data transfer.
You can even restrict data transfer through API and export and save your preferences.
Based on your preferences the personal data of your subjects will be safe within and outside CRM.
So, there you go.
Thank you for watching this video.
Watch our other videos that talk more about each of the features that can help you stay compliant with GDPR.
For more resources on Zoho CRM, please visit www.zoho.com/crm/resources