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GDPR Compliance in Service Cloud

GDPR is fast approaching and it is going to have an impact on nearly every organization. The question really is – will that impact be general confusion and sometimes chaos on exactly how a company is responding to GDPR or will the impact be a meaningful and thought-out plan of attack of how to comply? Unfortunately, with GDPR becoming effective on 5/25/2018, we’re seeing a lot of the former out there versus the latter. A lot of the confusion is that admittedly the law is a bit vague on exactly what the EU expects. At a high level, GDPR is a law being passed by the EU that aims to give control back to consumers over their personal data. While it’s being passed in the EU, you don’t need to have a location in Europe to need to comply with this. Simply put – if you sell to the EU, this impacts you. The confusion is around how it impacts you.

The personal data aspect of this is where things are not as cut and dry as everyone would like. What exactly is personal data? Is tracking the fact that you placed an order customer data? What about logging a Case? What about the details of how you resolved that Case? Or that fact that the consumer read six Knowledge articles prior to logging the Case and didn’t find any of them helpful? Is that trail their personal data? One thing for certain is EU consumers are going to be able to make requests to you on how they want their data handled. At some level, you are going to need to comply with this or you could be at risk. In addition, you’re going to need a process to track these requests and also make sure that the actions the consumer asked for was completed.

There is a lot out there on how to get ready for GDPR. Salesforce has created a GDPR overview and even created some Trailheads around it. In Spring 18 Salesforce also rolled out a new Individual object to help store the consumer preferences which we discussed in our release write-up. That said, most of the material out there is fairly general and most of it focuses on Marketing. Well what about Service? As Service Cloud users we are handling customer data constantly and realistically a lot of these requests will be coming in through Service channels. What do we need to do with Service Cloud to be compliant and how do we setup Service Cloud to handle these requests?

To help with all of this, we are going to be doing a webinar specifically on Service Cloud and GDPR on 4/3 at 11:00 EST. We are extremely excited to announce that for this we will be teaming up with Elena Elkina, JD, LLM, and Partner at Aleada Consulting to discuss how GDPR applies to your Customer Service team and Service Cloud implementation. Aleada is one of the first boutique privacy and data protection consulting firms in Silicon Valley and they are experts in GDPR and what you need to do as an organization to comply with it. This is going to be entirely about Customer Service. We’re going to get into real details of what you need to do and also do a live demonstration of how you can setup Service Cloud to comply with it.

Webinar Details:
When: April 3rd at 11 EST / 8 PST.
Watch the recording.

As part of the webinar, we are going to start with a list of questions for Elena and then also open it up for questions after. If you have any specific questions you’d like included, feel free to get them to us in advance. Just fill out our Contact Us and put in your question and we’ll make sure to try to get it included – or if we run out of time – follow-up with a blog post with answers to all of the questions. If you manage a Service Cloud instance or manage a Customer Service team that uses Service Cloud, you are not going to want to miss this. If you can’t make it, we will post a recording, so still sign-up so we can send it to you after. Hope to see you there.

Harry Radenberg

Harry is the CEO and founder of GearsCRM, with more than 18 years of experience working with the Salesforce platform. Outside of Gears, Harry enjoys debating Star Wars and Marvel with his son and sharing music and videos with his daughter. He is an avid racquetball player, bleeds Dodger blue, cries Jets green and always tries to find spare time to read a good fiction novel.

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