Admin & Extend · Module 24
GDPR & Privacy
Honoring a "Forget Me" Request
Sometimes a customer asks you to delete their personal data. How to do that the right way — with a clear record of what happened — in just a couple of clicks.
About & Business Case #
Why "please delete my data" needs a real process #
"A customer emailed us asking to erase their personal details. I need to know exactly what we changed, when, and who did it. Privacy law says I have to prove it happened — not just say so."
You'll learn about a law called GDPR. It's short for General Data Protection Regulation, and it's a privacy law that protects people's personal data — things like their name, email, or phone number.
GDPR gives people the right to ask a company to erase their personal data. If your company can't prove what it erased, and when, that's a real problem. Guessing, or editing a database by hand, isn't good enough.
What you'll be able to do
Clear someone's personal data in one click, and keep a permanent record — called an audit trail — proving the request was honored.
Implementation #
Erasing personal data, the right way #
Only an Admin can do this — a user with full setup access to your CRM. There is no self-service "delete my account" button that customers can click themselves.
Instead, an Admin opens the person's Contact or Lead record (the CRM page that stores everything you know about that person). Then they choose "Erase PII (GDPR)" from the record's actions menu. PII stands for "personal information" — things like someone's name, email, or phone number.
This cannot be undone
Erasing replaces personal fields — name, email, phone, address, and similar — with the text [ERASED]. The record itself stays in place, along with its history of related activity. That's your proof for later. But the personal details are gone for good.
Every erasure is written to a log. Admins and Managers can check it any time at Setup → Data Quality → GDPR. The log shows which record, which fields, who asked for it, and when it happened.
1 Erase a test contact's personal data #
How to Use #
Day-to-day: when a request comes in #
Day-to-day: compliance reviews #
What to try next
Look at the Audit & Debug Logs trail — the same permanent-record idea backs both features.