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
New to Zoho Recruit?
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
Good news! Calendar in Zoho CRM gets a face lift
Dear Customers, We are delighted to unveil the revamped calendar UI in Zoho CRM. With a complete visual overhaul aligned with CRM for Everyone, the calendar now offers a more intuitive and flexible scheduling experience. What’s new? Distinguish activitiesConsumers are talking about your business. Are you listening?👂
A loyal customer might be praising your product in a forum. A frustrated user could be posting a harsh review on a public site. An excited partner may have left a comment on your campaign. A domain expert might be deconstructing your product. A prospectEnhancements to the formula field in Zoho CRM: Auto-refresh formulas with the "Now" function, stop formula executions based on criteria, and include formulas within formulas
Dear Customers, We hope you're well! By their nature, modern businesses rely every day on computations, whether it's to calculate the price of a product, assess ROI, evaluate the lifetime value of a customer, or even determine the age of a record. WithElevate your CX delivery using CommandCenter 2.0: Simplified builder; seamless orchestration
Most businesses want to create memorable customer experiences—but they often find it hard to keep them smooth, especially as they grow. To achieve a state of flow across their processes, teams often stitch together a series of automations using WorkflowPresenting ABM for Zoho CRM: Expand and retain your customers with precision
Picture this scenario: You're a growing SaaS company ready to launch a powerful business suite, and are looking to gain traction and momentum. But as a business with a tight budget, you know acquiring new customers is slow, expensive, and often delivers
New to Zoho TeamInbox?
Zoho TeamInbox Resources
Zoho CRM Plus Resources
Zoho Books Resources
Zoho Subscriptions Resources
Zoho Projects Resources
Zoho Sprints Resources
Qntrl Resources
Zoho Creator 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
How Zoho Desk contributes to the art of savings
Remember the first time your grandmother gave you cash for a birthday or New Year's gift, Christmas gift, or any special day? You probably tucked that money safely into a piggy bank, waiting for the day you could buy something precious or something youZoho CRM IP Addresses to Whitelist
We were told to whitelist IP addresses from Zoho CRM. (CRM, not Zoho Mail.) What is the current list of IP Addresses to whitelist for outbound mail? Is there a website where these IP addresses are published and updated? Everything I could find is overPrint Tickets
We have field engineers who visit customers. We would like the option to print a job sheet with full details of the job and account/contact details.Color of Text Box Changes
Sometimes I find the color of text boxes changed to a different color. This seems to happen when I reopen the same slide deck later. In the image that I am attaching, you see that the colors of the whole "virus," the "irology" part of "virology," andThe difference between Zoho Marketing Automation and Zoho Campaigns
Greetings Marketers! This post aims to differentiate between Zoho Marketing Automation and Zoho Campaigns. By the time you get to the end of the post, you will be able to choose a product that objectively suits you. What is Zoho Marketing Automation?Zoho Desk integration with Power BI
Hi, I want to be able to create a Power BI report which has live updates of ticket data from zoho desk, is this possile at all? Thanks JackCan we do Image swatches for color variants?
We want to do something like the attached screenshot on our new zoho store. We need image swatches instead of normal text selection. We want to user to select an image as color option. Is this doable? I don't see any option on zoho backend. Please hAbility to Link Reported Issues from Zoho Desk to Specific Tasks or Subtasks in Zoho Projects
Hi Zoho Desk Team, Hope you're doing well. When reporting a bug from Zoho Desk to Zoho Projects, we’ve noticed that it’s currently not possible to select an existing task or subtask to associate the issue with. However, when working directly inside ZohoAbility to Attach Images When Reporting Issues to Zoho Projects from Zoho Desk
Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to report bugs directly from support tickets into the Zoho Projects issue tracker. This integration is extremely useful and helps us maintain smooth coordinationAutomatically Update Ticket Status in Zoho Desk Based on Actions in Zoho Projects
Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to manage tasks related to customer tickets, and it works well for linking and tracking progress. However, there are a few important automation capabilitiesAbility to Choose Task List and Add Subtasks When Creating Tasks from Zoho Desk
Hi Zoho Desk Team, Hope you’re doing well. We’re using the Zoho Desk–Zoho Projects integration to seamlessly connect customer tickets with project tasks. While the integration works great overall, we noticed two important limitations that affect our workflowSync Task Status from Zoho Projects to Zoho Desk
Hi Zoho Desk Team, Hope you’re doing well. We’re actively using the Zoho Desk–Zoho Projects integration, which helps our support and project teams stay aligned. However, we noticed that when we change a task’s status in Zoho Projects, the change is notWhen moments in customer support get "spooky"
It’s Halloween again! Halloween is celebrated with spooky symbols and meanings based on history and traditions, with each region adding its own special touch. While we were kids, we would dress up in costumes along with friends, attend parties, and enjoyHow to use Rollup Summary in a Formula Field?
I created a Rollup Summary (Decimal) field in my module, and it shows values correctly. When I try to reference it in a Formula Field (e.g. ${Deals.Partners_Requested} - ${Deals.Partners_Paid}), I get the error that the field can’t be found. Is it possibleZoho Mail Android app update - View emails shared via Permalink on the app.
Hello everyone! In the latest version(v2.8.2) of the Zoho Mail Android app update, we have brought in support to access the emails shared via permalink within the app. Earlier, when you click the permalink of an email, you'll be redirected to a mobileLet us view and export the full price books data from CRM
I quote out of CRM, some of my clients have specialised pricing for specific products - therefore we use Price Books to manage these special prices. I can only see the breakdown of the products listed in the price book and the specialised pricing forWeekly Tips: Manage External Images in Zoho Mail
When you receive emails every day, whether from clients, newsletters, or services, many of them contain external images that automatically load when you open the message. While this can make emails look more engaging, it can also impact your privacy andEmpowered Custom Views: Cross-Module Criteria Now Supported in Zoho CRM
Hello everyone, We’re excited to introduce cross-module criteria support in custom views! Custom views provide personalized perspectives on your data and that you can save for future use. You can share these views with all users or specific individualsHow to display Motivator components in Zoho CRM home page ?
Hello, I created KPI's, games and so but I want to be able to see my KPI's and my tasks at the same time. Is this possible to display Motivator components in Zoho CRM home page ? Has someone any idea ? Thanks for your help.Introducing Record Summary: smarter insights at your fingertips
Hello everyone, We’re excited to introduce the Record Summary feature. This powerful addition makes use of Zia to simplify how you interact with your CRM data, providing a seamless, consolidated view of critical record information. Scrolling through theAccount in Quick View Filter
I have a report that I often run against a specific Account. Every time, I have to go into the edit menu and change the Advanced Filter. I would prefer to use the Quick View Filter, but it does not allow me to use the one and only field that makes anyInsert Cookie Policy in Zoho Sites
Hello, i need to insert a banner on my site because i'm in Italy so i have to respect EU laws for Cookie Policy and Privacy Policy. I see that i need to insert a code in <head> section of my site to show a banner/popup with cookie info. How i can do this? Thank you LucaCliq iOS can't see shared screen
Hello, I had this morning a video call with a colleague. She is using Cliq Desktop MacOS and wanted to share her screen with me. I'm on iPad. I noticed, while she shared her screen, I could only see her video, but not the shared screen... Does Cliq iOS is able to display shared screen, or is it somewhere else to be found ? RegardsUnable to confirm Super Admin assignment — confirmation button not working
I’m trying to change the roles within my organization. I am currently a super admin and would like to add another user as a super admin. When I attempt to confirm the action, a screen appears asking for my password to verify my identity. However, whenDelegates should be able to delete expenses
I understand the data integrity of this request. It would be nice if there was a toggle switch in the Policy setting that would allow a delegate to delete expenses from their managers account. Some managers here never touch their expense reports, andLet's Talk Recruit: Meet Zia, your all-in-one AI assistant (Part-2)
Welcome back to Let’s Talk Recruit series. In Part 1, we introduced Zia and how AI is reshaping the way recruiters work. This time, we’re taking a closer look at how far Zia has come and how each update continues to simplify your everyday tasks. WhenFunction #9: Copy attachments of Sales Order to Purchase Order on conversion
This week, we have written a custom function that automatically copies the attachments uploaded for a sales order to the corresponding purchase order after you convert it. Here's how to configure it in your Zoho Books organization. Custom Function: Hitstock
bom/bse : stock details or price =STOCK(C14;"price") not showing issue is #N/A! kindly resolve this problemKaizen #8 - Handling Recurrence and Participants in the Events Module via API
Hello everyone! We are back this week with an exciting post—Handling recurrence and participants in the Events module through API. First things first—What is the Events module? "Events" is a part of the Activities module in Zoho CRM. An event is an activity that happens at a given place and time. You can find Events on the user's Zoho CRM's home page, Activities home page, Calendar, and in other related records. What are the types of Events? Events are of two types—Recurring and non-recurring events.Marketer’s Space - Get Holiday-Ready with Zoho Campaigns
Hello marketers, Welcome back to another post in Marketer’s Space! Q4 is packed with opportunities to connect with your audience - from Halloween, Black Friday, and Cyber Monday, to Thanksgiving, Christmas, and New Year. In this post, we’ll look at howPersonalized demo
can I know more about the personalized demo we are construction company andUser Filter not selecting All Items
We are encountering 2 issues when using the user filter. When users are trying to search using the filter option, the OK button is grayed out. Users have to unselect or make a change before it filters properly. 2. When filtering and the OK button works,Can I collect email addresses in a form??
Can I add new subscribers to my email list (hosted in FloDesk) when they check a box and add their email address on a Zoho form?Zoho CRM Android app updates: Kiosk and multiple file upload support for subforms
Hello everyone, We've rolled out new enhancements to the Zoho CRM Android app to bring better mobile CRM experience and efficiency. Let's take a quick look at what's new: Kiosk Multiple file uploads for subforms Kiosk Kiosk is a no-code tool in Zoho CRMAlerts for mentions in comments
We are testing the use of Writer internally and found that when a user is mentioned in a comment, there is no email alert for the mention. Is this something that's configurable, and if so, where can we enable this option?Subform Disabled Fields Should Remain Disabled on Edit/View
Currently, when we disable a subform field using on user input or on add new row, it works perfectly during the initial data entry. However, when the record is saved and reopened for viewing or editing, these disabled fields become editable again. ThisIs it really true that I can't set the default 'deposit to' account in 2025?
I've been using Books for 7 years and the default account has never been a problem. I usually manually reconcile invoices and have never had a thought about which account. It has always been my account. However, I recently noticed that for the past 4Standard Payment Term is not pulled from account to quotation
Hey Team There seems to be something off. I do have "Net 30" as my default payment term in Zoho Books for my customers. If, from the customer overview or quote section, I create a new Quotation, the payment terms field stays blank and doesn't get theOAuth integration issues
I'm experiencing persistent OAuth errors when trying to connect Make with Zoho API. I've tried multiple approaches but keep encountering the following issues: First error: 'Invalid Redirect Uri - Redirect URI passed does not match with the one configured'Zoho Mail Android app update: Manage folders
Hello everyone! In the latest version(v2.9) of the Zoho Mail Android app update, we have brought in support for an option to manage folders. You can now create, edit, and delete folders from within the mobile app. You can also manage folders for the POPNext Page