Where to find personal data used by Vonage Contact Center in Salesforce

If you use Salesforce as your CRM tool, you will be storing your customers' personal data in Salesforce. Typically, you will store such data in standard Salesforce objects. Standard Salesforce objects include contacts, leads, accounts and person accounts.

Installing Vonage Contact Center products, such as Connect, adds tables and fields to your Salesforce org. For example, if you use Connect, your customers' phone numbers will appear in Dial Lists. Or, when using Advanced Reporting and Statistics, your customers' phone numbers will appear in call summaries. You have complete access and control over all these fields in your Salesforce orgs.

Use the following information to protect your customers' personal data. Protect this data to comply with the General Data Protection Regulation (GDPR) requirements.

Fields used by installed packages

You can see a list of fields introduced by installed packages in Package Components in the installed package. (Open the relevant package in Installed Packages in Salesforce setup and click View Components.)

Vonage Contact Center in Salesforce

If you have installed the ContactWorld for Salesforce package in your Salesforce org, you may store customers' phone numbers in standard or custom phone fields for your agents to use for Click to dial. VCC also uses these phone fields for screen pops.

VCC creates related task records in your Salesforce org to log calls or other interactions. Tasks are related to the contact, lead, or person account records that represent your customers. The Subject field of a task record that represents an inbound or outbound VCC call or callback contains the phone number used. The Subject field is a standard text field rather than a phone field. You can report on the Subject field by default.

The NVMContactWorld__InteractionEvent__c and NVMContactWorld__InteractionEventNote__c objects store information recorded by agents who use Log a Call for taking notes. These records are part of the ContactWord for Salesforce package. You should delete the records whenever you need to delete task records to remove customers' personal data. Use the NVMContactWorld__InteractionEvent__c.NVMContactWorld__IndexedCallObjectIdentifier__c field to locate records related to specific tasks.

Connect

If you have installed Connect in your Salesforce org, creating Dial List records creates additional records. These records contain the numbers of the contacts, leads, and so on that your agents will dial. If you delete, correct, or anonymise the phone number for a customer in their contact, lead, or other, record, you must do the same to their phone number in any Dial List and related records they appear in.

Advanced Reporting and Statistics

If you have installed the Advanced Reporting and Statistics in your Salesforce org, you will have several new custom fields. These fields may contain personal data. For information about installed custom fields, see Advanced Reporting and Statistics reference.

You can configure how long Salesforce stores statistics in your org, after which time Vonage Contact Center deletes the data. For information about configuring the retention period, see Configuring Advanced Reporting and Statistics. The retention period applies to Conversation Analyzer categories and transcripts if you add them to call summary records.

You can use Salesforce workflow to delete, correct, or anonymise any personal data that Advanced Reporting and Statistics retrieves at time of retrieval if required.

Advanced Reporting and Statistics creates a transaction log. This log can contain personal data, such as phone numbers, email addresses, and Twitter handles. Vonage Contact Center automatically rotates and deletes the log within a maximum of 10 days. In call centers with high call volumes, VCC rotates and deletes the log within approximately 6 hours.

How to find and process personal data

To locate where personal data is used in Salesforce, use one or more of the following features:

• Reports
• List views
• Searches

Salesforce provides a range of administration tools and techniques to correct, anonymise and delete data. Use these tools and techniques for both single updates or mass operations.