How to Implement Salesforce GDPR Compliance

Navigating GDPR Compliance With Salesforce

Imagine you’re a Salesforce admin managing a lot of customer information. One day, you receive a request from a customer asking to have their data erased from your system in accordance with General Data Protection Regulation (GDPR) guidelines. How do you ensure that your Salesforce org complies with such regulations, and are you equipped to handle these requests efficiently?

Navigating the complexities of GDPR Salesforce compliance can be daunting, especially when handling large amounts of personal data. For businesses using Salesforce, understanding and implementing GDPR compliance is not just about ticking boxes – it’s about ensuring that every piece of customer data is managed with the highest standard of privacy and security.

The GDPR is a comprehensive data protection law that came into effect in the European Union in May 2018. It sets guidelines for the collection and processing of personal information from individuals who live in the EU. The regulation aims to give individuals more control over their personal data and establish strict rules for companies on how they handle this data. You can find the full text of GDPR here.

Violating GDPR can result in substantial fines. The amount of sanctions for GDPR violations can be up to €20 million or 4% of the total global turnover of the preceding fiscal year, whichever is higher, for the most severe violations. Lesser violations can result in fines up to €10 million or 2% of the total global turnover, whichever is higher.

For instance, in May 2023, Meta Platforms Ireland Limited was fined €1.2 billion by the Irish Data Protection Authority for data transfer without GDPR compliance. This record-breaking fine underscores compliance’s importance and the severe financial consequences of non-compliance. Here are the statistics of fines for violation of GDPR rules only for Meta for 2022-2024:

Statistic GDPR Fines of Meta 2022-2024. Image Source: Statista.com

Salesforce offers a robust framework to support GDPR compliance, with its extensive suite of tools and features. However, leveraging these tools effectively requires a clear understanding of the regulations and proactive steps to configure Salesforce appropriately. By doing so, businesses can protect customer data, avoid large fines, and build greater customer trust.

• Is Salesforce GDPR Compliant?
• Steps to Ensure Salesforce GDPR Compliance
  • Step #1 Conduct a Data Audit
  • Step #2 Implement Privacy by Design
  • Step #3 Update Data Processing Agreements
  • Step #4 Control Data Access
  • Step #5 Regularly Review and Update Policies
  • Step #6 Prepare for Data Subject Requests
  • Step #7 Train Employees
• Compliance for Specific Salesforce Clouds
  • 1. Salesforce Sales Cloud
  • 2. Salesforce Service Cloud
  • 3. Salesforce Marketing Cloud
  • 4. Salesforce Commerce Cloud
  • 5. Salesforce Experience Cloud
  • 6. Salesforce Health Cloud
• Recommended Apps for GDPR Compliance
  • 1. Data Compliance by Odaseva
  • 2. Own Secure – Simplify Salesforce Security Management
  • 3. Cloud Compliance Privacy Center (GDPR, CCPA, LGPD)
  • 4. Data Privacy Manager for privacy, consent, GDPR & CCPA
  • 5. DigitSec Security Scanner Cartridge for B2C Commerce
• Frequently Asked Questions (FAQ) on Salesforce GDPR Compliance
  • 1. Does Salesforce automatically make my organization GDPR compliant?
  • 2. How do I implement GDPR compliance in Salesforce?
  • 3. How can I handle data subject access requests in Salesforce?
  • 4. What is the Individual Object in Salesforce?
  • 5. How do I ensure that third-party apps integrated with Salesforce are GDPR compliant?
• Final Thoughts on Salesforce GDPR Compliance

In this guide, we’ll explore the practical steps and best practices on how to make Salesforce compliant with GDPR. From understanding Salesforce’s compliance status to configuring specific clouds and utilizing recommended apps.

Is Salesforce GDPR Compliant?

The Salesforce platform is designed to support businesses in complying with GDPR requirements, offering a range of tools and features to help manage data privacy and protection. These tools, like data encryption, access controls, and detailed audit trails, are important for maintaining the security and integrity of personal data.

However, while Salesforce provides the necessary infrastructure, it’s up to individual businesses to implement and maintain GDPR-compliant processes. This involves not only configuring the platform correctly but also ensuring that all employees are trained in GDPR principles and that regular audits are conducted to identify and address any compliance gaps. For a successful Salesforce GDPR implementation, businesses must leverage these tools effectively and proactively.

Using Salesforce administration services can help streamline this process and utilize the professional expertise of third-party consultants to ensure compliance with GDPR requirements.

GDPR on the Salesforce Compliance Portal

Insight:

If you are wondering:

“Does my Salesforce need to be GDPR compliant?”,

then you should know that GDPR compliance is essential for any organization that processes the personal data of individuals within the European Union, regardless of where the organization is based.

This includes businesses of all sizes, from multinational corporations like Meta to small and medium-sized enterprises.

Any entity that offers goods or services to EU residents, or monitors their behavior within the EU, must adhere to GDPR regulations.

Steps to Ensure Salesforce GDPR Compliance

If you are interested in how to implement GDPR in Salesforce, these steps based on best practices will guide you through the process:

Step #1 Conduct a Data Audit

Identify and classify all personal data stored in Salesforce. This includes customer names, email addresses, phone numbers, and any other personal information. Understanding what data you have and where it resides is crucial for effective data management and protection.

Step #2 Implement Privacy by Design

Integrate data protection into your Salesforce org from the ground up. This means integrating data protection principles into every aspect of your data processing activities.

1. Understand Privacy by Design Principles:

• Privacy by Design is a proactive approach that incorporates data protection into the development and operation of IT systems, networked infrastructure, and business practices.
• The GDPR emphasizes this approach in Article 25, mandating data protection through technology design and default settings.

2. Leverage the Individual Object:

• Salesforce introduced the Individual Object to help manage customers’ privacy preferences and consent. Centralizing Salesforce GDPR consent management using the Individual Object ensures that all customer preferences are respected across your Salesforce org.
• Associate Contacts and Leads with the Individual Object to centralize privacy settings.
• Add custom fields to the Individual Object to track specific consent types, such as marketing communications, data processing agreements, and third-party data sharing.

Salesforce Individual Standard Object in Setup

3. Configure Data Privacy Settings:

• Use Salesforce’s Data Classification features to label data based on sensitivity and compliance requirements.

Data Classification Options For Salesforce Fields

• Implement field-level security to restrict access to sensitive personal data. Ensure that only necessary personnel can view or edit this information.
• Use Validation Rules to enforce data integrity and compliance. For example, require that consent fields are completed before saving a new Contact or Lead.
• Conducting a Security Health Check Salesforce strategy to identify and mitigate potential vulnerabilities.

4. Implement Consent Management:

• Use web forms, preference centers, and customer portals to capture consent directly from individuals.
• Record timestamps and methods of consent acquisition for audit purposes.
• Establish processes that allow individuals to easily withdraw consent and ensure that this update is reflected throughout your systems promptly.

5. Ensure Data Minimization and Purpose Limitation:

• Collect only the data that is necessary for your specified purposes. Use custom page layouts and hidden fields to avoid unnecessary data collection.
• Clearly define and document the purposes for which personal data is processed. Utilize Salesforce’s documentation tools to keep track of data processing activities.

6. Embed Privacy into Processes:

• Use Flow Builder to automate compliance-related processes, such as deleting customer data upon receiving a ‘Right to Be Forgotten’ request or triggering actions when consent is revoked.
• Ensure that all customer communications include links or instructions on how to manage privacy preferences.

7. Utilize Salesforce Shield Features:

• Enable Shield Platform Encryption to encrypt sensitive data at rest and meet GDPR’s security requirements. This ensures that data is protected from unauthorized access. Encryption is a key safeguard against data breaches and helps maintain data integrity.
• Monitor user activities to detect unusual behavior that may indicate a data breach.
• Keep a comprehensive field audit trail of data changes to demonstrate compliance during inspections or audits.

Salesforce Shield Website

8. Conduct Data Protection Impact Assessments (DPIAs):

• For high-risk data processing activities, perform DPIAs to identify and mitigate risks to data subjects. Regular DPIAs help you stay ahead of potential compliance issues and reinforce trust with your customers.
• Use Salesforce tools to document the findings and actions taken as part of the DPIA.

9. Integrate with Third-Party Compliance Tools:

• Consider integrating third-party apps from the Salesforce AppExchange that specializes in GDPR compliance. For example, consider using third-party apps for GDPR compliant Salesforce backup. While the GDPR does not explicitly mandate regular backups, implementing backups for Salesforce is important for GDPR compliance. Article 32 of the GDPR requires organizations to ensure the ongoing integrity and availability of personal data. Regular backups help protect against accidental loss or corruption of data, ensuring that personal data can be restored and remain accessible, which aligns with GDPR’s data protection principles.

Step #3 Update Data Processing Agreements

Review and update agreements with Salesforce and any third-party apps (ISVs) to ensure they comply with GDPR requirements. Clear agreements help define responsibilities and ensure all parties adhere to GDPR standards.

Step #4 Control Data Access

Implement strict access controls to ensure only authorized personnel can access personal data. Use Salesforce’s role-based access control to manage permissions effectively. Limiting access to sensitive data reduces the risk of unauthorized use and breaches.

Role Hierarchy Settings in Setup

Step #5 Regularly Review and Update Policies

Continuously review and update your data privacy policies to reflect the latest GDPR requirements and best practices. Keeping policies up-to-date ensures ongoing compliance and adapts to any regulatory changes.

Step #6 Prepare for Data Subject Requests

Set up processes to handle data subject requests, such as access, rectification, erasure, and data portability. Efficiently managing these requests is a key requirement of GDPR and helps build customer trust.

Step #7 Train Employees

Provide regular training sessions for employees on GDPR compliance, data handling practices, and the importance of data privacy. Educated employees are less likely to make mistakes that could lead to non-compliance.

Compliance for Specific Salesforce Clouds

Ensuring that a specific Cloud is Salesforce GDPR compliant involves specific steps and considerations, as each Cloud handles data differently and offers unique features.

Let’s look at the specifics of implementing GDPR compliance on some Salesforce Clouds:

1. Salesforce Sales Cloud

Salesforce Sales Cloud Website

The Sales Cloud is a core CRM platform where vast amounts of customer personal data are stored and managed. Ensuring GDPR compliance in Sales Cloud involves:

• Data Minimization and Classification: Use Salesforce’s Data Classification feature to label data fields according to their sensitivity and compliance requirements. Classify fields containing personal data as “Confidential” or “Personal.” Accurate data classification aids in implementing appropriate security measures and access controls.
• Consent Tracking with the Individual Object: Utilize the Individual Object to manage consent and privacy preferences for each contact or lead. Individual Object is essential for tracking consent and complying with data protection regulations.
• Access Control and Field-Level Security: Implement Role Hierarchies and Permission Sets to control who can access personal data. Utilize Field-Level Security to restrict sensitive fields from unauthorized users.
• Data Subject Rights Management: Set up processes to manage Data Subject Access Requests, including the right to access, and delete personal data. Use Apex Classes or Flow Builder to automate these requests.

2. Salesforce Service Cloud

Salesforce Service Cloud Website

Service Cloud handles customer support interactions, often involving sensitive personal data.

• Secure Case Management: Implement Entitlement Processes and Milestones to manage cases efficiently while ensuring data protection. Use Case Teams to restrict access to cases with sensitive information. Limiting case visibility to relevant team members reduces the risk of data breaches.
• Anonymization and Data Deletion: After resolving cases, anonymize personal data not needed for future reference. Use automation tools to trigger data anonymization or deletion based on predefined criteria.
• Knowledge Base Privacy: Ensure that Knowledge Articles do not contain personal data. Implement Approval Processes to review content before publication.

3. Salesforce Marketing Cloud

Salesforce Marketing Cloud Website

Marketing Cloud deals extensively with personal data for marketing activities. GDPR compliance Salesforce Marketing Cloud measures include:

• Consent Management and Preference Centers: Utilize the Preference Center to allow customers to manage their communication preferences. Ensure that all communication with the customer respects these preferences.
• Data Extensions and Audience Segmentation: Use Data Designer to manage data relationships and ensure that personal data is handled in compliance with GDPR. Segment audiences based on consent and preferences. Implementing strict segmentation prevents the accidental inclusion of individuals who have not given consent.
• Automation and Data Retention Policies: Set up Automation Studio to manage data deletion for contacts who withdraw consent. Define Data Retention Policies for all data extensions.
• Tracking and Analytics Compliance: Inform users about tracking practices and obtain explicit consent before using tools like Email Tracking and Web Analytics Connector.

Insight:

When discussing Marketing Cloud,

it is important to mention Salesforce Pardot as a powerful marketing tool.

In the context of this article, when using GDPR Pardot Salesforce practices, ensure compliance by implementing explicit consent mechanisms for all marketing communications.

Utilize Pardot’s features to capture and document consent preferences, allowing prospects to opt in or out easily.

This approach respects individual privacy rights and helps maintain accurate records of consent, which is necessary under GDPR regulations.

4. Salesforce Commerce Cloud

Salesforce Commerce Cloud Website

Commerce Cloud manages e-commerce transactions, handling personal and payment data.

• Secure Data Transmission: Ensure all data transmission is secured using HTTPS with valid SSL certificates. Implement Content Security Policies (CSP) to protect against cross-site scripting attacks.
• Payment Information Handling: Use Payment Gateways that are PCI DSS compliant to manage payment information securely. Avoid storing payment data unless absolutely necessary and ensure it’s encrypted.
• Customer Data Rights Implementation: Provide features for customers to access, modify, or delete their personal data through their accounts. Include options to delete accounts or request data portability.

5. Salesforce Experience Cloud

Salesforce Experience Cloud Website

Experience Cloud enables building web portals and communities.

• User Data Protection: Implement User Profiles and Permission Sets that restrict access to personal data. Avoid displaying sensitive information in publicly accessible areas. Regularly review community content to ensure compliance.
• Consent During Registration: Include consent language and require agreement to privacy policies during the user registration process.
• Content Moderation: Use Moderation Rules to monitor and manage user-generated content that may contain personal data.

6. Salesforce Health Cloud

Salesforce Health Cloud Website

Health Cloud deals with highly sensitive personal health information (PHI).

• Compliance with GDPR and HIPAA: Ensure that all PHI handling complies with both GDPR and HIPAA regulations. Salesforce HIPAA compliance is essential for Health Cloud. Implement Salesforce Shield Platform Encryption for PHI fields. Dual compliance requires strict security measures and regular audits.
• Consent for Data Processing: Obtain explicit consent for processing health data. Use custom consent forms and track consent within the Individual Object.
• Data Sharing and Access Controls: Use Role Hierarchies and Permission Sets to control access to PHI. Implement Sharing Rules carefully to prevent unauthorized data exposure.

Recommended Apps for GDPR Compliance

To further ensure GDPR compliance within your Salesforce environment, here are five recommended apps that can help with compliance and audits:

1. Data Compliance by Odaseva

Data Compliance by Odaseva on AppExchange

Overview: Data Compliance by Odaseva is an enterprise Salesforce solution that automates data compliance to meet regulations like GDPR, CCPA, and HIPAA without custom coding. With point-and-click configuration, it enables data anonymization, handles consumer rights requests efficiently, manages data residency, and enforces data retention policies – enhancing customer trust and simplifying compliance.

Key Features:

• Sandbox Data Masking : Anonymize personal data in sandboxes to prevent data breaches during development and testing.
• Consumer Rights Automation : Process data access and erasure requests swiftly with a single click.
• Data Residency Management : Comply with local data residency laws while maintaining global operations.
• Data Retention Policies : Automatically delete or anonymize data according to regulatory requirements.
• No-Code Configuration : Implement compliance measures through an intuitive, point-and-click interface without custom code.

Pricing: From $1,750 USD/company/month. Discounts are available for nonprofits.

Link: Data Compliance by Odaseva on AppExchange

2. Own Secure – Simplify Salesforce Security Management

Own Secure on AppExchange

Overview: Own Secure is a native Salesforce app designed to enhance data security and simplify compliance management within Salesforce environments. It helps organizations identify security risks, classify sensitive information, and control access rights with precision. By accelerating Salesforce Shield Platform Encryption implementation and providing real-time compliance reporting, Own Secure enables you to reduce risks and demonstrate compliance confidently with regulations like GDPR.

Key Features:

• Risk Identification : Detect vulnerabilities and misconfigurations related to access controls and data classification.
• Data Classification : Locate sensitive information and apply classification categories easily.
• Permission Management : Understand and compare user permissions to control access rights precisely.
• Accelerate Shield Encryption : Expedite encryption implementation by resolving blockers down to the field level.
• Compliance Reporting : Generate evidence-based reports to satisfy standards like GDPR and HIPAA.

Pricing: $5.85 USD/user/month. Minimum Contract Size: $1,000 / month. Discounts are available for nonprofits.

Link: Own Secure on AppExchange

3. Cloud Compliance Privacy Center (GDPR, CCPA, LGPD)

Cloud Compliance Privacy Center (GDPR, CCPA, LGPD) on AppExchange

Overview: Cloud Compliance Privacy Center is a Salesforce app that automates privacy compliance with regulations like GDPR, CCPA, LGPD, and HIPAA. Built entirely on the Salesforce platform with clicks-not-code and pre-configured templates, it simplifies compliance initiatives, protecting customer data and building trust.

Key Features:

• Privacy Rights Automation : Automate data subject requests such as data access and erasure (Right to Be Forgotten).
• Data Minimization & Retention : Automatically delete or anonymize obsolete data based on retention policies.
• Sandbox Data Masking : Protect sensitive data during development by masking or erasing it in sandboxes.
• Consent Management : Consolidate consent and communication preferences across platforms like Marketing Cloud and Pardot.
• Personal Data Discovery : Conduct data inventories and Data Protection Impact Assessments within Salesforce.

Pricing: From $4.99 USD/user/month. Min. Annual = $14,999 Max. Annual = $59,999. Discounts are available for nonprofits.

Link: Cloud Compliance Privacy Center (GDPR, CCPA, LGPD) on AppExchange

4. Data Privacy Manager for privacy, consent, GDPR & CCPA

Data Privacy Manager for privacy, consent, GDPR & CCPA on AppExchange

Overview: Data Privacy Manager is a Salesforce app that helps organizations comply with GDPR, CCPA, and other privacy regulations. It tracks data privacy permissions and consents for leads, contacts, and personal accounts. The app automates consents, unsubscribes, expirations, and data deletions based on your marketing policies. Customers can self-manage their preferences through a branded preference center.

Key Features:

• Comprehensive Consent Tracking : Manage privacy permissions manually or automatically.
• Automated Unsubscribes and Expirations : Permissions can be unsubscribed or set to expire automatically.
• Branded Preference Center : Allow customers to manage their subscriptions and consents.
• Integration with Marketing Platforms : Seamlessly integrate with marketing automation solutions.

Pricing: $10,000 USD/company/year. The pricing is based on per ORG per year. Discounts are available for nonprofits.

Link: Data Privacy Manager for privacy, consent, GDPR & CCPA on AppExchange

5. DigitSec Security Scanner Cartridge for B2C Commerce

DigitSec Security Scanner Cartridge for B2C Commerce on AppExchange

Overview: DigitSec Security Scanner Cartridge enhances the security of Salesforce B2C Commerce sites by automatically identifying vulnerabilities in customized code and configurations. It helps protect customer data from cyber-attacks and ensures compliance with standards like PCI DSS, GDPR, and various ISO certifications. By providing detailed remediation guidance, it enables organizations to close security gaps efficiently and secure their eCommerce platforms.

Key Features:

• Automated Vulnerability Detection : Scans for security issues such as web-based exploits, third-party risks, data leakage vulnerabilities, and common misconfigurations.
• Compliance Assurance : Identifies noncompliance with PCI DSS, GDPR, and ISO standards, specifying the exact requirements violated.
• Detailed Remediation Guidance : Provides background, security implications, steps to fix vulnerabilities, and traceability of how issues were found.

Pricing: From $750 USD/company/month. DigitSec for B2C Commerce Annual Price as % of Site(s) Annual Revenue. Free trial available for 14 days. Discounts are available for nonprofits.

Link: DigitSec Security Scanner Cartridge for B2C Commerce on AppExchange

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Frequently Asked Questions (FAQ) on Salesforce GDPR Compliance

1. Does Salesforce automatically make my organization GDPR compliant?

No, Salesforce provides tools to support GDPR compliance, but it’s your responsibility to configure these tools correctly and implement necessary policies to ensure full compliance.

2. How do I implement GDPR compliance in Salesforce?

Conduct a data audit, implement Privacy by Design principles, use the Individual Object for consent management, set up data subject request processes, enhance security with encryption and access controls, and train staff.

3. How can I handle data subject access requests in Salesforce?

Use Individual Object and automation tools like Flow Builder to manage, track, and respond to data subject requests efficiently and compliantly.

4. What is the Individual Object in Salesforce?

It’s a standard object that stores individuals’ privacy preferences and consent, centralizing consent management to help GDPR compliance.

5. How do I ensure that third-party apps integrated with Salesforce are GDPR compliant?

Review the data processing agreements of all third-party apps and ensure they adhere to GDPR standards. Conduct regular audits and maintain documentation of their compliance.

Final Thoughts on Salesforce GDPR Compliance

Implementing GDPR compliance in Salesforce is about meeting regulations, building customer trust, and ensuring data security and privacy.

By following the steps outlined in this guide, leveraging the right tools and apps, and staying informed about regulatory changes, you can create a robust Salesforce and GDPR compliance strategy.

Compliance is an ongoing process that requires vigilance, regular audits, and a commitment to data privacy. This includes not only adhering to current regulations but also anticipating future changes and adapting accordingly. Training staff on data protection principles, continually reviewing and updating data handling practices, and adopting a culture of transparency are all vital components of a robust GDPR compliance Salesforce strategy.

The post How to Implement Salesforce GDPR Compliance first appeared on Salesforce Apps.