GDPR Contd. - Handling Lawful Bases for Your Customers using Zoho CRM.

GDPR Contd. - Handling Lawful Bases for Your Customers using Zoho CRM.

Hello folks,  

Continuing from our previous GDPR post, we bring to you the first cut of GDPR centric enhancements that are released for handling lawful bases for your customers in Zoho CRM. For your understanding we have split the entire process into three sections:
  1. Identifying Data Processing Basis
  2. Updating the Data Processing Basis in Zoho CRM 
  3. Consent Management in Zoho CRM
1. Identifying Data Processing Basis
The fundamental principle to handle the personal data of your data subjects is to process the data lawfully and fairly, in a transparent manner. As a data controller, based on your business requirements and the purpose of data processing, you can choose and update the Data Processing Basis from the following options : 
  • Legitimate interest
  • Vital interest
  • Public interest
  • Contract
  • Legal Obligation
  • Consent
You can choose 'Not applicable' for the records if GDPR does not apply. 

2. Updating the Data Processing Basis in Zoho CRM
The first thing you need to do is enable GDPR in your Zoho CRM account. You can do this by going to Setup > Users and Control > Compliance Settings. In the Compliance Settings page, toggle on the button for GDPR Compliance and select the modules that contain information of your data subjects. 

The Data Processing Basis for all data subjects in your CRM account will be marked as 'Not Applicable' by default. After identifying the appropriate data processing basis, you can update the same in Zoho CRM in the following ways:
  1. Update individual records manually. Once you enable GDPR in your Zoho CRM account, a new tab called "Data Privacy" will appear in the Record details page where you can manually update the Data Processing Basis.

  2. Mass update the records from custom list views.
  3. Go to Setup > Users and Control > Compliance Settings > Overview. Under the section Not applicable (since all your records are marked as not applicable), click View and you can mass update the records.

As a data controller, you can define under what Data Processing Basis you want the new records to be marked going forward. A new field called 'Source' in the record details page which will store your data sources such as Web forms, APIs, Integrations, etc. By default all records will fall under the 'Not Applicable' basis. Using this and other attributes of the record, you can write workflow rules to update corresponding Data Processing Basis before the data moves further in CRM.

Please ensure the utmost care while editing the Data Processing Basis of a record. Changing from one lawful basis to another holds its own set of rules and requirements under the GDPR. 

3. Consent Management in Zoho CRM
One of the six lawful bases to process the personal data of your customers is 'Consent'. You can opt for Consent, when none of the other five lawful bases are appropriate. Once you have chosen the data processing basis as Consent, you need to get a proper consent from your subjects to process their data lawfully. 

Please take legal precautions before getting consent from your subjects. Because, if you have obtained personal data unlawfully, it could be unlawful for you to even send an email requesting consent. You must ensure that requesting consent by email is lawful. 

A new section called Consent Details appears under the Data Privacy tab for records that are marked as 'Consent'. The status of these data subjects will be updated as 'Pending' by default. 

You can obtain consent from your data subjects in the following ways:
  1. Update Manually: When you get a consent from your subject through a call or personal email, you can update the consent status manually. 
  2. Update Automatically using Consent Form: You can obtain consent from your subjects using a consent form that you can customize inside Zoho CRM. The fully customizable consent form allows you to get consent for:
  • The purpose of data collection and processing
  • Preferred communication channel
 You can set up the consent form by going to Setup > Users and Control >  Compliance Settings > Consent Form. 

Once you have customized the consent form, you can add the form's link in an email template and send it individually or mass email it to data subjects whom you require consent. 

You can also go to Setup > Users and Control > Compliance settings > Overview. You can view the records that fall under each consent status. Click Show Records under Pending, select the records and click Send Consent Form button.

You can update the consent status for new data subjects either manually or you can set up a workflow rule to send the consent email, which can be triggered based on the source, country and other attributes of a lead or a contact. 

You can track the status of the Data Processing Basis and Consent for your Data Subjects from the Overview dashboard in Compliance settings. 

We hope that you find these timely enhancements very useful. Feel free to share your feedback or queries by commenting below. And do watch this space for more GDPR centric enhancements in Zoho CRM. 

For more reference:
The content presented herein is not to be construed as legal advise. Please contact your legal advisor to know how GDPR impacts your organisation and what you need to do to comply with the GDPR.

    • Recent Topics

    • Improve History Feature in Zoho Inventory

      At present there is a "history" tab on Zoho Inventory Items, however this only shows a date and time stamp along with the users name. It doesn't say what was changed. What is the value of this if you can't see what was changed? My Ideal is to include

    • Show backordered items on packing slip

      We send out a lot of large orders, and often there are one or two things backordered. How can I fix the packing slips to show quantity ordered  & quantity packed There should also be the ability to "ship" 0 of an item so the receiver knows that things

    • Document | Files

      The vendor "Partial matches" still not fixed here after years of putting up with having to select most vendors manually ! ( again, the banking "Transaction rules" would solve a lot of these issues ) Some unwanted, irrelevant pdf's also arrive. It would

    • books+POS+ tap to pay+ stripe

      So in the UK we now have tap to pay with stripe. So we can use the stripe app as a POS terminal. Brilliant news. Can we hope that the Books App might add this feature ASAP. It would be great to have one system rather than using the not very good Square

    • Canvas Form View - Client Script Page on load - Url params not working

      We have a custom module with a canvas page for form view. We have a button in Customers module to open this canvas page using invokeurl function. We send few parameters as in the URL as query parameters. https://crm.zoho.in/crm/orgxxxxxxxx/tab/CustomModule12/create/canvas/64333200000261xxxx?layoutId=643332000002605001&c=${Customers.Customer

    • Sending Recruit SMS's to Zoho Cliq - Or tracking in the Messages module in Recruit?

      Is there any way to send SMS Gateway messages in Recruit to ZOho Cliq? We use 2-way SMS massages a lot in Zoho Recruit to speed up communication with Candidates. However the only way to keep track of received SMS's is by keeping a look out for the Email

    • 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?

    • Zohomail does not support additional fields in mailto links

      Hello, I set up Zohomail as default composer in Firefox according to manual here: https://www.zoho.com/mail/help/defaultcomposer.html#alink2 Later, I wanted to use this functionality to answer in a Linux mailing list thread using mailto link: mailto:xxxxx@kernel.org?In-Reply-To=%3C727o0521-q24p-s0qq-66n0-sn436rpqqr1p@example.com%3E&Cc=xxxxx%example.org&Subject=Re%3A%20%5BPATCH%20v2%28%29

    • Is it possible to set a customer context variable in Zobot

      Hi, I want to use a context variable to route users down different paths in my Zobot chat flow. I know I can do this when the user enters data. But I want to know if I can use a variable that is 'hard coded' on the card, that the user is unaware of. Use

    • Cannot change Blog Title

      There is nowhere to change the blog title. You can change the blog URL but that is making no difference to the text "Enter Your Post Title" am I missing something?

    • Pending Sales Order Reports

      Pending sale order report is available for any single customer, Individual report is available after 3-4 clicks but consolidated list is needed to know the status each item. please help me.

    • Kaizen #203 - Answering Your Questions | Handling API Limits and Error Responses

      Hi Everyone, Welcome back to yet another post in the Kaizen Series! We appreciate your keen participation in the 200th milestone celebration of the Kaizen series. We will continue to answer the queries we received through the feedback. When working with

    • How to verify website ownership with google search console

      Hi, I am having a free .in domain provided by Zoho I have created a website on it now I want to verify my ownership to google webmaster. Can you please help me how to do that.

    • Kaizen #89 - Color Coding using Client Script

      Hello everyone! Welcome back to another exciting Kaizen post. Today let us see how you can apply color codes to the List and Detail Pages of Zoho CRM using Client Script. Need for color code in Zoho CRM When you mark things with different colors as a

    • "SPF record exceed the allowed limit of 10"

      Hi, I was wondering if there were a "universal Zoho SPF record" that would allow all my configured Zoho services that email things to meet this limitation ? or do I have to have an entry for mail, com, billing, etc?

    • Zoho Mail android app update: Block & reject future emails, Report phishing, Spam alerts, Suspicious URL detection

      Hello everyone! In the most recent Zoho Mail Android app update, we have brought in support for the following features: Block & reject future emails Report Phishing Spam alerts in the mail details screen. Suspicious URL detection. Block & reject future

    • What is Resolution Time in Business Hours

      HI, What is the formula used to find the total time spent by an agent on a particular ticket? How is Resolution Time in Business Hours calculated in Zohodesk? As we need to find out the time spent on the ticket's solution by an agent we seek your assistance

    • Animated GIF Images in Chat

      I know this seems to be a small feature request but in a recent Cliq update Zoho disabled autoplay for animated GIFs posted in Cliq conversations. We think this was not a good change. In our organization, animated GIFs in a chat play a role in expressing

    • I can't seem to login in to Mail Apps of MacOS /IOS

      Hi, i'm having trouble in signing in to mail apps from IOS. It's always come back to wrong passwords. But i already changed my password like 3 times. But still it says wrong credentials

    • Profile Image Showing Incorrectly in Zoho Mail

      Hi everyone, I’m facing a serious issue with Zoho Mail. The profile image showing for my email address is incorrect — it’s not my image. When I send an email to my Gmail account, it displays someone else’s image. This looks very suspicious and can make

    • I need access to my old email

      I need access to my old email bromzeman@zoho.com to verify it for forwarding. I can’t access the inbox to get the confirmation code. Please assist with recovery or forwarding. as you might already know, they made alot of the email addresses to have that

    • Set Defaults for Email Groups

      Is there a way to set defaults for all of the groups that I establish as a moderator? For example, I want every group I establish to have the following settings: 1. Moderator is <user> 2. User is <user>, <user> 3. Notifications for new group turned

    • LOGS FOR RECEIVED MAIL ( READ DATE & TIME)

      In Zoho mail we can extract the read logs of received mails so that we can see when we have read the mail and at what time & we have read it.

    • Domain verification probem

      Hello, i use a domain from Namecheap with hosting from Cinfu when i try to verify my domain on zoho i get "TXT Verification failure" i even tried the HTML verification and the code appears but also giving me the verification failure error.

    • Switching to Cloudflare email routing from Zoho Mail

      Hello, I'm currently working on migrating from Zoho Mail to Cloudflare's email routing solution. This requires changing MX and TXT records for our custom domain - when we do this, will our users still be able to log into their accounts and access an archived

    • Un Subscription Button

      How can i Add the Un Subscription Button in Zoho mail

    • Documents unable view and need to downlad

      I can't view .doc files in Zoho mail unless I download them, but I can view PDF files without downloading.

    • we encountered a problem while sending your email. please try again later.

    • Adding and removing people from groups

      We're having problems adding people to a group. Apparently Zoho has one email address and will not recognize a different email address.

    • MAIL SEARCH IS NOT WORKING

      THIS ISSUE HAS BEEN BUGGING ME SINCE MORNING, PLEASE RESOLVE THIS AT THE EARLIEST

    • URL Parameter on Help Center SIgn in link

      Is it possible to add a url parameter to the sign in link on the Help Center?

    • migrating from HelpScout

      I am attempting to import a conversation file from helpscout into desk and am receiving size errors. What is the current file size restriction. Does anyone have any tips for a successful migration?

    • Layout Rules Don't Apply To Blueprints

      Hi Zoho the conditional layout rules for fields and making fields required don't work well with with Blueprints if those same fields are called DURING a Blueprint. Example. I have field A that is used in layout rule. If value of field A is "1" it is supposed to show and make required field B. If the value to field A is "2" it is supposed to show and make required field C. Now I have a Blueprint that says when last stage moves to "Closed," during the transition, the agent must fill out field A. Now

    • Article Name Sorting in Zoho Desk Knowledge Base (agent / admin side)

      Dear Zoho Desk Support, We are writing to request an enhancement to the Knowledge Base management feature within Zoho Desk. Currently, there is no option to sort articles by their name, which significantly hinders efficient article management, especially

    • How to parse JSON data with SQL in Zoho Analytics?

      Hi all, I have a column with JSON data. I want to show this column in a chart, but it is very messy, and no JSON parsing function is supported on Zoho Analytics. data example: {"id": 5, "status": "false", "date": "15/10/22"} what I want to do in SQL is

    • Ability to turn off "Would you like this amount to be reflected in the Payment field?" message

      Team, Is there any way to turn off the message" Would you like this amount to be reflected in the Payment field?" when I make a payment? This is so annoying. This happens EVERY TIME I put an amount in the Payment Made field.

    • Add an Equation Field (Or update the Formula Field)

      Hi, I would like to be able to have one field as a Text Field with QR Code, and then have multiple Equation/Formula Fields that then take parts of that fields data with LEFT, MID, RIGHT, REGEX, etc. Thanks Dan

    • How to parse column having JSON data using SQL?

      We have a daily sync from a PostgreSQL database that brings data into Zoho Analytics. Some of the columns store raw JSON data. We need to build SQL queries on top to parse data from JSON and store them in discrete columns. There is no option for "Data

    • Enable report button based on the current user role

      Greetings  i have a report that contains action buttons, i want these buttons to appear as enabled only when the current logged in user has a certain role, for example only CEO role users will be able to use this button. but when setting the conditions

    • 500 Internal Error In Mail API

      I'm getting 500 Internal Error when using mail API. I'm getting this error for this one account, it works fine for other Account IDs which I have in my system.

    • Next Page