Zoho CRM is on its way to GDPR Compliance
Hello folks,
GDPR has been the talk of the hour and we would like to ensure that this GDPR fever does not come in the way of your business and selling. There are several GDPR centric enhancements in Zoho CRM that will be released in a phased manner to all our users in the following weeks.
Designed to help you meet the privacy standards set by the European Union, these enhancements will provide a streamlined mechanism for you to collect, process and store your customer data in conformation with the GDPR.
So what is GDPR and how will it affect your business?
GDPR or General Data Protection Regulation is a landmark policy aimed at empowering citizens of the European Union regarding their personal data. With increasingly complex flow of information across the world, GDPR aims to give EU citizens more direct control on how their personal information is being processed in addition to improved data privacy.
GDPR not only applies to companies in the EU region but to any organization that collects or processes the data of EU citizens. If you are one of those organizations who collect or process data of EU citizens, the following enhancements in Zoho CRM are for you.
GDPR centric enhancements in Zoho CRM:
We have split GDPR requirements into Data collection, Data processing and Data Subject Rights. In the sections below, we state the GDPR requirements along with the respective enhancements in Zoho CRM that meet them.
Note: The Organization collecting customer data is referred to as "Data Controller"/"Controller", your customers are referred to as "Data Subjects" and Zoho CRM will be the "Data Processor".
1. Data Collection
GDPR demands that personal information collected from Data Subjects should be limited to what the Data Controller needs in order to deliver its services, and a legitimate need in case of requesting additional information must be demonstrated. It is also mandatory that you state the purpose and get clear consent when collecting personal information.
Consent must be explicit, where Data Subjects take an affirmative action (clicking on the checkbox, so no pre-ticked check boxes). Controllers are also expected to be transparent about the duration for which the data will be processed.
Consent Form: Consent is one of the cornerstones of GDPR, as the execution of any processing activity now depends on the consent provided by the Data Subject. So in-order to demonstrate compliance, it is mandatory that a Data Controller identifies Data Subjects who require consent and those who do not require it under criteria such as Legitimate interest, Vital interest, Public interest, Contract, Freely given consent and other basis. After identifying this, the Data Controller should get consent from Data Subjects who require consent and be able to provide proof of consent if needed.
The fully customizable consent form in Zoho CRM allows Controllers to get explicit consent in regards to:
- The purpose of data collection.
- Preferred communication channel.
- Duration for which the data can be processed or consent duration.
- Sharing information with connected services.
Consent from Data Subjects, in written declaration or orally obtained consent (through email or telephone) can be attached to the form using the Attachment option.
Once the Data Subject has submitted their consent, it's stored under the Data Subject's record details page for the purpose of official record and for the Controller to know their actionable items from the data provided. For example, if a Data Subject has explicitly stated that their preferred channel of communication is email, then they are not to be contacted through any other means.
Double Opt-in Mechanism: This is one more compliance feature which you can use when setting up webforms. Anytime a Data Subject submits their information through a webform, a double Opt-in email is sent to them to confirm their registration/sign-up.
Double Opt-in Mechanism: This is one more compliance feature which you can use when setting up webforms. Anytime a Data Subject submits their information through a webform, a double Opt-in email is sent to them to confirm their registration/sign-up.
Data source tracking: Data Subjects' information can be pushed into Zoho CRM from multiple sources which include direct sources like web-forms, and indirect sources such as imports, manual entries, APIs, and third-party integrations.
The source and additional details if any (like the URL, IP address and geo-location) will be documented in the record details page. The screenshot below shows a new section called Data Privacy, under which Data source and the respective consent details are populated.
2. Data Processing
Information provided by a Data Subject can only be processed in a lawful basis. There is significant emphasis on the fact that all processing activities must be carried out securely to ensure that personal information is not exposed.
Marking Personal fields - fields containing PII (Personally Identifiable Information): Data Controllers can mark fields containing personal information as Personal fields and set a sensitivity level (High and Low). Based on the privacy preference, the Controller can choose to restrict these fields from certain processing activities such as exports, APIs and connected services.
There are two cases when data is being processed via connected services:
There are two cases when data is being processed via connected services:
Case 1 - Data Subject has not consented to their data being shared with any connected services. In such a case no information of theirs will be shared with any of the integrated services of Zoho CRM.
Case 2 - Data Subject has consented to their data being shared with connected services but there is an organizational restriction in sharing PIIs. In such a case the fields with PIIs will be not be processed in APIs and connected services.
With regards to Zoho connected services (Zoho products like Books, Desk, Campaigns, etc.) consent provided in one product will apply across all integrated Zoho products.
Encryption At Rest (EAR): Enterprise users have the option of Encryption At Rest for Personal fields.
Audit log and timeline for customer records: The Data Controller can monitor the processing activities done on a Data Subject's personal information.
Consent Management: The consent management system helps the Controller to keep track on the consent status of their Data Subjects. The system helps users identify Data Subjects who are yet to provide consent and immediately allows for sending an email with the consent form link. Consent can be obtained through webforms, consent form, portals and offline consent (Email or phone call).
The screenshot below is a consent dashboard showing the various consent statuses. Clicking on them will get you a list of all Data Subjects with their particular consent status.
3. Data Subject Rights
GDPR comes with a slew of rights which EU Data Subjects can exercise at any time which must be addressed in a month's time. The data request management in Zoho CRM lets the Controller keep track of all data requests to address them in a timely manner. The data requests raised is also maintained under each Data Subject's record details page so that the Controller is informed on any pending requests.
The Data Subject can exercise their rights through the consent form, portal, or offline through email and phone calls.
Zoho CRM helps Controllers address these data requests through the following options:
Access (Right to View): Using Zoho CRM's email feature, a template consisting of all customer information fields can be quickly created, which can then be sent to your customer upon request.
Rectify (Right to Rectify): Customer specific information can be exported and sent to the customer for rectification and the same can be updated.
Export (Right to Portability): Customer specific information can be exported, attached to an email and sent to a customer in a machine readable format, all without being downloaded on to your device.
Stop Process (Right to Stop Processing): Once a customer exercises this right, the corresponding record will be locked preventing further processing.
Erase (Right to be forgotten): Once exercised, the customer's record will be locked for the duration of the retention period defined in the Data controller's terms of service, after which the controller has the option to delete the customer information. Once deleted, the record will be moved to a blocklist and the re-entry of the same data will be prevented.
All of these enhancements will be made available for you in Zoho CRM in a phased manner. So watch this space for more updates!
Access your files securely from anywhere
Zoho Developer Community
New to Zoho LandingPage?
Zoho LandingPage Resources
New to Zoho Survey?
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Bigin?
Topic Participants
Aishwarya EK
Bueller Bueller
Thomas iwant2help
Bala Ganesh
Sunderjan Siddharth
Sticky Posts
Accessibility in Zoho CRM: Not just a feature—a way to empower
For instructions on setting up these controls, please check this help document: Configuring accessibility controls. Hello everyone, Today (December 3, 2024), on the International Day of Persons with Disabilities, we begin our journey towards a CRM thatAct on your customers' voices in Zoho CRM
Dear Customers, We hope you're well! We are super excited to present a pivotal addition to VoC in Zoho CRM—the ability to act! Customer feedback is directly proportional to customer experience, and in this customer-driven market, that feedback has a powerfulFocus Group Webinar - Streamline Record Creation with Wizards
Hi there, With all the time your users spend on record creation, do you feel like they have the most seamless experience while doing it? For different types of records or those with a LOT of fields, do your users spend time navigating to enter data repeatedly?Notes and Attachments visibility can now be restricted based on profiles
Dear All, We hope you're well! We are here with a quick update about Notes and Attachments profile permissions. In the past, a record's Notes and Attachments were visible by default to all users with record access. However, as notes and attachments canIdentify and prioritize profitable deals: Zoho CRM Forecasts help users focus on revenue-driving opportunities
Post moderated on: 7th November: Release update: This feature is now available for users in all DCs. Dear Customers, We hope you're well! At any given time, a sales rep handles multiple deals, each progressing at its own pace. But not all deals will succeed—some
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho DataPrep Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator Resources
Zoho Campaigns Resources
Zoho CRM Resources
Design. Discuss. Deliver.
Zoho Show Resources
Get Started. Write Away!
Writer is a powerful online word processor, designed for collaborative work.
Zoho CRM コンテンツ
-
オンラインヘルプ
-
Webセミナー
-
機能活用動画
-
よくある質問
-
Ebook
-
-
Zoho Campaigns
- Zoho サービスのWebセミナー
その他のサービス コンテンツ
Nederlandse Hulpbronnen
ご検討中の方
Recent Topics
Can you modify "Last Activity Time" in deluge? If so what's the field name?
I need to perform some bulk modifications on records in the Leads module, but I need to avoid changing the "last activity time" or "date modified" because I am using those fields to filter and sort leads for follow-up action. I cannot find an answer anywhereIncluded in Zoho One?
Will LandingPage eventually be included in Zoho One?Console error with widget in View mode, not present in Edit Mode with ZOHO.CRM.API.updateRecord(config)
hello i have that function to update an account records (from a widgets created with sigma) function handleCopyButtonCRMClick() { console.log('handleCopyButtonCRMClick'); /* * Fetch Information of Record passed in PageLoad * and insert the response intoCalendar - "pop up" locations
One of the attractive features of google calendar and outlook calendar is that locations for events will start to automatically populate the location drop down menu as you type. Adding this feature to zoho calendar would be the final feature i need.How to see changes with ZOHO.CRM.API.updateRecord(config) without reload page
hello got a widget in account, trigger with a button i copy data to account when click on a button, in my popup All is working well. But i need to reload the page to see the update. How can i see the changes without reloading page, only when close theReports - custom layout - duplicate report
Do you also have this problem and what is the possible solution? I duplicate a report that has a "custom layout". Unfortunately the custom layout is not duplicated. To be improved for a future release by Zoho. I export the custom layout and import it...Select CRM Custom Module in Zoho Creator
I have a custom module added in Zoho CRM that I would like to link in Zoho creator. When I add the Zoho CRM field it does not show the new module. Is this possible? Do i need to change something in CRM to make it accesible in Creator?Zoho LandingPage is integrated with Zoho One!
Greetings to the Zoho One users out there! We're delighted to let you know that Zoho LandingPage is available in Zoho One too! With Zoho LandingPage, you can host custom-made landing pages, and persuade the visitors to dive deeper by making further clicks,LinkedIn verification link and otp not receiving
For the last 2 to 3 weeks I'm trying to verify my LinkedIn account to access my company's LinkedIn page, Linkedin is sending verification links and codes to this email address but I have not received any codes or links. Please help me here. Looking forwardUnlocking New Horizons: A Year in Review
As we bid farewell to 2024, let's celebrate and revisit the key highlights of the year. From adding a new edition to cross-platform enhancements, here’s a roundup of all the feature updates designed to simplify accounting, optimize financial management,2024 Wrap: Rediscover these features and enhancements in Zoho CRM
Hello everyone! I wish all of you a joyful and prosperous 2025! As we welcome 2025, I’m excited to share a recap of the year 2024 and highlight some of the coolest new features and enhancements we’ve added to the Zoho CRM platform. Last year, we announcedA quicker way to provide accountants access to Zoho Books, similar to Xero and Quickbooks
Hey guys, I'm finding the procedure to give access to an external accountant to Zoho Books less than ideal. Having to create an account by Zoho instead of myself, and then wait for it to be given a license to then pass to the accountant seems a bit time"Mark as Spam" not working as expected
Dear support, in the below scenario, clicking on "Mark as spam" identifies only the first of the checked emails as spam, removes that email from the visible list and leaves the rest of the list still visible & unchecked. I've tried check-marking themUpgraded to Zoho One but Zoho Meeting still says Free Plan
I signed-up for the Zoho One plan. When exploring the applications included, I came across a problem with Zoho Meeting. It says it's the free plan. I emailed support but they sent me a link that doesn't work and, when I found the article on my own, itThis user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details
Hello, Just signed up to ZOHO on a friend's recommendation. Got the TXT part (verified my domain), but whenever I try to add ANY user, I get the error: This user is not allowed to add in Zoho. Please contact support-as@zohocorp.com for further details I have emailed as well and writing here as well because when I searched, I saw many people faced the same issue and instead of email, they got a faster response here. My domain is: raisingreaderspk . com Hope this can be resolved. Thank youSelf Client Authorization Issue
Hi. Trying to test the api integration for Zoho Desk with the Self Client - Client Credintials flow method. I've created the self client, obtained the client id and secret, inputted "Desk.tickets.ALL" as my scope, and "ZohoDesk.[My Zoho Desk Org ID]"This mobile number has been marked spam. Please contact support.
Hi Support, Can you tell me why number was marked as spam. I have having difficult to add my number as you keep requesting i must use it. My number is +63....163 Or is Zoho company excluding Philippines from their services?Update Candidate Status Through Workflow in Blueprint
Hi Team, We have a blueprint built out with custom functions that update particular fields based on candidate actions. When particular fields are updated we need to move the candidate forward in the blueprint. We tried to do this through a workflow,Zoho Canned respond do have a huge lag issue.
Previously the Zoho canned respond works perfectly ... on once server update and all the Canned respond enconter huge lag... in the end cause most of the canned respond just shown code with /xxx and not the sentence....Pay Contractor Timesheets
I have contractors that fill out a timesheet. Each hour must be assigned to a current client. I need the easiest way to get the contracts paid. They are paid on an hourly bases. How can this be done?ShipStation and Zoho Inventory
Hello, I am looking to sync zoho inventory with shipstation ZOHO INVENTORY SHIP STATION Sales Order ==> create ORDERS INVOICE <== Shipments What exactly does BETA mean on the Shipstation connector? This is required for me to sign-on in the next month. Thanks in advance for your effortsSaving slide elements
I have created grouped items including text and animation that I want to use in later slides. (Like an animated logo) Is there a way to save these grouped elements in my library?Are downloadable product available in Zoho Commerce
Hi all. We're considering switching to Zoho Commerce for our shop, but we sell software and remote services. Is there a features for downloadable products? I can't find any information about this. Thank you very much AliceFunction #10: Update item prices automatically based on the last transaction created
In businesses, item prices are not always fixed and can fluctuate due to various factors. If you find yourself manually adjusting the item rates every time they change, we have the ideal time-saving solution for you. In today's post, we bring you customWriting on sketch cards is bugged when zoomed in
When zoomed in, it writes a noticeable distance above or to the side of where you're actually trying to write. The further you're zoomed in, the more noticeable it is. Zooming is also entirely absent on the desktop version.Move site from WIX to ZOHO Sites
I have a simple website on WIX. I am wondering if someone is available to help me move this website - https://www.videothreezero.com/ to ZOHO. Michael Bostonzoho calendar week view - "super compact by default"
every time i go to my calendar i have to re-engage the "super-compact view" for the week view...is there a way to make "super-compact" a default view so I dont have to keep on setting it manually?Move a Contact from Current Account to a NEW Account
I do not believe the functionality to Move a Contact from a Current Account to a New Account is not available. Please someone tell me I am missing something! I have been through designing, developing, using and selling CRM systems for over 25 years and had this functionality20+ years ago in other CRMs. In the real world people move from one organisation to another. In the sales, finance and technical world it is nice to see the communication history with that person in their old account and alsoChange work hours per day for employees
Hello, Is there a way to modify the work hours per day for employees in Zoho projects? This would be helpful for resource allocation to more accurately see when an employee who works 35 hours a week vs 40 hours has a full schedule. Thanks.Zoho CRM Automation Help: Send Email When Fault is Marked as Done & Module Relationships
Hi everyone, I have the following User-Created Modules in Zoho CRM: Clients Assets Faults Handymen Every client can have multiple assets. Every asset can have multiple faults. Every fault is assigned to one handyman. What I Want to Achieve: ✅ I want toAdding New Domain to Zoho mail
Hi, I have one Zoho account already called for example "Awesome Animals". Under this account I have one domain already setup with zoho mail, example: - awesomecats.com I have another website as well which I want to add under this "Awesome Animals" account,I cannot receive emails.
I need help, I've tried everything but I still can't receive emails from other people. I can send it but I can't receive emails, When I created the email it was all in order and suddenly I can't get emails from anyone anymore.Incoming Gmail Email Not Coming Into Zoho
My outbound email from Zoho is working, but when people respond to the email, it's not coming back into Zoho. I can see it when I'm in Gmail, but it's not in Zoho.Não foi possível enviar a mensagem;Razão:554 5.1.8 Email Outgoing Blocked.
Preciso de ajuda não consigo enviar emails,conta recen criadaERROR_CODE :554, ERROR_CODE :rejected due to spam
Please verify bounce message: This message was created automatically by mail delivery software. A message that you sent could not be delivered to one or more of its recipients. This is a permanent error. xxx@thalesesec.com Error, ERROR_CODE :554, ERROR_CODE :rejected due to spam content yyy@thalesesec.com Error, ERROR_CODE :554, ERROR_CODE :rejected due to spam content Received:from RMRPC (190.102.146.226 [190.102.146.226]) by mx.zohomail.com with SMTPS id 1376415816667533.3706558194896; Tue,Request to Customize Module Bar Placement in New Zoho CRM UI
Hello Support and Zoho Community, I've been exploring the new UI of Zoho CRM "For Everyone" and have noticed a potential concern for my users. We are accustomed to having the module names displayed across the top, which made navigation more intuitiveExpand Zia's Language Support and AI Capabilities
Dear Zoho Desk Support, I would like to submit a feature request to improve Zia, the AI-driven support assistant in Zoho Desk. Currently, Zia only supports the English language, while other AI agents such as Gemini, ChatGPT, and Claude can work with aAverage Costing / Weighted Average Costing
Hello fellow maadirs. I understand Zoho Books uses FIFO method of dealing with inventory costing, but do you guys have any plans to introduce average costing? We indians need average costing. It's part of our culture. Please. I beg thee. Thanks.Links in Instagram
Hi there, I have been using Later for a while now but keen to come back to Zoho Social as Later doesn't offer tagging of pages on Facebook but they offer something Zoho doesn't. You can add a link to your bio which opens up your profile feed where imagesZoho Social integration with Zoho Flow
Is there any plans for Zoho Social integration with Zoho Flow?Next Page