Hi and welcome to this video on handling data processing bases in Zoho CRM. In
this video we will look at how you can enable the GDPR compliance settings
for your Zoho CRM account and how you can apply a lawful basis to process the
personal data for your data subjects inside Zoho CRM. Let's get started.
You know your business best. If you think that you have no dealings with EU
residents whatsoever, you can continue to use Zoho CRM as it is without enabling
GDPR compliance. However, if your business is established
in the EU or if you handle personal data of EU residents, you need to ensure that
you abide by all the GDPR regulations while collecting, storing and processing
their data using Zoho CRM. The first thing you need to do is go to
Setup->Users and Control-> Compliance settings. In the compliant settings page click enable
GDPR compliance and in the pop-up that you see select the modules that contain
personal data in Zoho CRM for which you want to enable GDPR compliance and hit
done. You will be taken to the GDPR compliance preferences section where you
can further customize the GDPR settings for your organisation. We will
look at each of these sections in more detail later. Let's go to the leads
module and have a look at the lead Jack Smith. Notice this section Data
Privacy. Once you enable GDPR compliance in your Zoho CRM account a
separate section called data privacy gets added in the record details page of
the respective modules. Click here and you can see the data source, fields
marked as personal, the data processing basis and the data subject requests for
this record. By default the data processing basis for all the records in
the selected module will be automatically updated as not applicable.
You can choose and update the lawful basis for this record here based on your
business requirements and the purpose of data processing. You can choose the most
applicable data processing basis from the following options legitimate
interest, contract, legal obligation, vital interest, public interest and consent.
Select your lawful basis and click done. You can also update the lawful basis for
multiple records in a single shot. Let's take the example of Zylker Inc, a travel
agency that takes orders from users online and deliver services like making
travel arrangements, booking hotels etc. Zylker has a contract with their vendors
for their services in which case they can process the vendor's data to fulfill
the contract. Zylker can update the data processing basis for all of their
vendors as contract. Let's see how this can be done. Let's go to the Vendors
modules, select the custom view, say EU vendors, select all of the records and
from here select the Update Data Processing Basis option. From the
drop-down, select Contract and we're done. We've now seen how you can update the
data processing basis for existing records in your CRM. Here's a quick tip
on how you can automate updating the data processing basis for new records
that get added to your CRM. Let's take the example of Zilker Inc and their
vendors. Zylker can have a workflow rule to automatically mark the data
processing basis for all their vendors from EU as 'contract'. All right, let's go
back to the Data Privacy tab in the record details page. If you choose
consent as a lawful basis for your record you can track the status of the
consent right here, any time. Consent is one of the six lawful basis to process
the personal data of your customers. When none of the other five lawful basis are
appropriate and you choose consent make sure, that you take legal precautions
while getting consent from your subjects. For instance, even the email that you
send out to get consent from your subjects could turn out to be unlawful.
So please be careful when you're opting consent as the lawful basis. In Zoho CRM,
you can update consent for your subjects in two ways: manually,
say when the consent is obtained through a phone call
and automatically, when consent is obtained through the consent form. You
can update the consent manually, if you ask for consent say in a follow-up call
or in an email conversation. Simply, click the 'update manually' link
that you see here and update the consent information. You can add any remarks
optionally update the communication preferences as specified by the data
subject and save. You can also get consent by sending an email with a link
to the consent form. Let us look at how you can get consent through the consent
form. The first thing that you need to do is customize the consent form to suit
your requirements before you send it. Go to setup-> users and control-> Compliance
settings->Consent form. What you see here, is the predefined consent form that is
readily available in Zoho CRM. Choose your preferred language for this form
from the drop-down here. Click this edit icon to customize the leading line to
something more personal for your business. Once you're done, remember to
click this tick mark and save. Moving on to the communication preferences, you can
show or hide these options: email, phone and survey in your consent form. Notice
that you can even edit this description here if you want or even hide the
section completely. Based on what your data subjects choose here, the option to
send emails, make calls or send surveys will be enabled or disabled for the
corresponding records. Next, comes your consent statement. Here's where you can
add a message and ask for the data subjects remarks if any. Add your privacy
statement in this text box and you can add any additional text here before
clicking on the submit button. Click preview to check it and save.
You can click here to revert to the original or edit the form at any point.
Done. So your consent form is ready to be sent. Let's now add this consent form
link into your email template. go toSetup->Customization->Templates->Email.
You can simply go to an existing email template and include the link to the form there.
Select the text that you want to hyperlink to your consent form. Click on
the Add link icon and choose the consent forms link in the pop-up. Select the
consent form language from the drop-down and click Save.
As you can see the consent form has been included successfully. Now, save the
template. You can include the consent form link not just in email templates
but even in individual emails that you send to data subjects. Let's go back to
our lead, Jack Smith and try sending the consent form. I'm going to click the send
consent form link here and in the email pop-up choose the template that I just
created with the consent form link and then hit Send.
Notice that the consent status is automatically moved to waiting and you
can even track when the consent form is sent. So you've sent emails asking for
consent to your data subjects, the next thing you need to do is set up a waiting
period to get consent in your consent settings. Go to Setup->Users and Control
->compliance settings-> preferences. Under consent settings specify a waiting
period. Let's say one month. The consent to the record will be in a waiting
period for this one month, after which if the consent is still not received, all
the processing activities related to this record will be locked and the
consent status of this record will be marked as not responded. You can further
decide what you want to do with the record when the consent is not available.
Say, when the contact hasn't responded to your consent email or for whom the
consent is yet to be sent. You can choose to process data as usual,
stop processing data or restrict certain actions and select which of these
actions you'd want to restrict. There is one more way to update the lawful basis
or send consent from multiple records at a time. Go to Setup->Users and Control
->Compliance settings->Cverview. Here, you can see the number of records with the
lawful basis marked as not applicable and the number of records with a lawful
basis marked as applicable with one of the lawful basis. You can track and
update the data processing basis for records from different modules.
You can also see charts that display the various consent statuses like pending,
waiting, obtained and not responded. Click Show records for the pending
status and all of the leads with consent status pending will be listed here.
Select some or all of these leads and send the consent form to all of them. As
you can see all of the records have now moved from the pending to waiting status.
When the data subjects respond to your email and provide their consent their
respective consent status will be obtained or when the waiting period
lapses the consent status of the respective subjects will be marked as
not responded. So, there you go. Thank you for watching this video.
For more resources on Zoho CRM please visit www.zoho.com/crm/resources