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
Zoho Inventory - How to pay a supplier up front then receive multiple deliveries
How do we manage situations where we pay a supplier up front, then the receive the products in increments? Example Workflow: Create Purchase Order > Receive Bill for full amount > Receive Items 2 or more deliveries. Currently, once a Bill is created againstIntroducing Configure, Price, Quote (CPQ) in Zoho CRM | Public early access 2023
Greetings Customers! We're excited to announce that the CPQ feature will soon be available in Zoho CRM and accessible to all accounts using the Professional, Enterprise, and Ultimate editions. We've opened this feature to select customers, and it'll behow to edit the converted lead records?
so I can fetch the converted leads records using API (COQL), using this endpoint https://www.zohoapis.com/crm/v5/coql and using COQL filter Converted__s=true for some reasons I need to change the value from a field in a converted lead record. When I tryZoho Bookings <> CRM integration
Hello Zoho community! We are enabling our Zoho Bookings <> CRM integration. What is the workflow if the integration detects that the contact already exists in the CRM? Does it create a duplicate record? Overwrite the record? Merge the record? (in thisCannot reject empty expense report
Hello, We are currently having issues with two empty expense reports where if we try to reject them, either manually or through the REST API, we get error 114016, which says some of the expenses have already been billed and must be removed. I'd appreciateUse of Zia within Forms
I have noticed that recently you have added Zia to help create forms from scratch. Would it be possible to add Zia functionality to free text fields for form submissions or if this is already on the roadmap an ETA for this please? We have a lot of fieldDefault in fields on Form B based on the user selection in Form A
Hi Everyone, I have added an action button to a form report to bring up a new form based on user selection, see it indicated in red below: Then when the ne form loads, I want to default in some of the fields based on the record the user was selected on.Auto-sync field of lookup value
This feature has been requested many times in the discussion Field of Lookup Announcement and this post aims to track it separately. At the moment the value of a 'field of lookup' is a snapshot but once the parent lookup field is updated the values diverge.Last activity time is acting like last modified time
When i edit the description or any field in the potential, account, contact and lead, the Last Activity Time is being updated like the Modified Time. This is messing all workflows and reports and we are unable to track real last time of activities likeEnhancements 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. WithHEX/RGB Color Input in Visual Editor
Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to improve the color selection options in the Pagesense popup editor. Current Limitation: Currently, to set text colors, users must move the color slider manually.Add Comprehensive Accessibility Features to Zoho Writer
Hello Zoho Writer Team, We hope you are doing well. We would like to submit a feature request to enhance Zoho Writer with a full set of accessibility tools, similar to the accessibility options already available in the Zoho Desk agent interface. 🚧 CurrentCRM and Campaigns- tags not integrating?
Hi! I am setting up an automation in zoho campaigns and it says the crm is integrated...but when I want to use a trigger of a certain tag I created for people in the crm to denote those who purchased, it doesnt have that tag available as an option inMaximum limit of rows exceeded
I am trying to add a row to a spreadsheets that has fewer than 60 rows. I keep getting an error message that says I have exceeded the maximum limit of 65,536 rows. Any ideas out there?Can't change form's original name in URL
Hi all, I have been duplicating + editing forms for jobs regarding the same department to maintain formatting + styling. The issue I've not run into is because I've duplicated it from an existing form, the URL doesn't seem to want to update with the new【参加無料】今年最後のZoho ユーザー交流会｜東京・大阪・名古屋で開催！ 活用事例＆ユーザー同士の情報交換
ユーザーの皆さま、こんにちは。コミュニティチームの中野です。 11月に東京、大阪、名古屋の3都市でZoho ユーザー交流会を開催します！ 毎回ご好評いただいている本イベントでは、実際の Zohoユーザーによるリアルな活用事例の共有や 参加者同士でノウハウを交換し合うグループワークを予定しています。 「他社の活用を参考にしたい」「Zoho をもっと使いこなしたい」方にぴったりの場です。 初参加の方もぜひお気軽にご参加ください！ ーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーーIntroducing parent-child ticketing in Zoho Desk [Early access]
Hello Zoho Desk users! We have introduced the parent-child ticketing system to help customer service teams ensure efficient resolution of issues involving multiple, related tickets. You can now combine repetitive and interconnected tickets into parent-childTip #7: 5 formas de mantener tus listas de correo electrónico
Tips and Tricks #7, adaptado de Susmit Sen ¡Hola, comunidad! Esta semana volvemos con nuestros Tips and Tricks para Zoho Campaigns. En esta ocasión, voy a darte algunos consejos para mantener limpias tus listas de correo electrónico, y empezar el 2021Mail Merge related Lists
When I try to merge an associated list the fields do not have a checkbox to choose them as it does in the tutorials. Am I missing something? Any ideas would be appreciated.create-a-purchase-receive API issues
Hello all, I'm trying to use the create a purchase receive inventory API documented here (https://www.zoho.com/inventory/api/v1/purchasereceives/#create-a-purchase-receive) however when I do am getting the following error {"code":9,"message":"The purchaseZoho Pagesense really this slow??? 5s delay...
I put the pagesense on my website (hosted by webflow and fast) and it caused a 5s delay to load. do other people face similar delays?Heatmap: Missing Content Elements - Zoho Page Sense
Hi there, I'm trying out Zoho Page Sense to generate heatmaps for my Wix pages. My problem: Some parts of my Wix pages don't show on my heatmap, the heatmap is just empty there. Maybe Wix default lazy loading setting causes this error? Is there a wayMarketing Tip #3: Use social proof to build trust
People trust people. Showcasing reviews, testimonials, or “bestseller” badges on your product pages can nudge hesitant buyers toward purchase. Try this today: Add one customer testimonial or highlight your top-selling product on your homepage. Or, doWriting by Hand in "Write" Notes
Hi there! I just downloaded this app a few moments ago, and I was wondering if there was a way to write things by hand in "Write" mode instead of just typing in the keyboard. It would make things a bit more efficient for me in this moment. Thanks!Client scripts for Zoho Books ?
Good day everyone, I am looking for a way to be able to interact with the Quotes and Invoices as they are being created. Think of it like Zoho client script in Zoho CRM. But for the life of me I dont see a way to do this. The issue with having functionMake CAMPAIGNS email look as simple as possible
Hi there I'm trying to make my Campaigns email look as much like a normal email as possible. I'm a bit stuck with the "justification" of the email email block. Can I LEFT JUSTIFY the "whole email" to make it look "normal"? (Please see screenshot attached)Zoho Sign Reminder email template
Is there a template we can edit for the reminder emails? I don't see it in Settings / Choose a templateObject required error
Hi, I am getting an 'Object required' error on the line Call HideColumnsOutsideRange(ws, startOfWeek, endOfWeek) when I run the ShowCurrentWeek macro but not when I run the ShowCurrentMonth macro. Any ideas? Regards, GW Option Explicit Sub HideColumnsOutsideRange(wsPreview an upload PDF or File
I have a form where the customer has to upload a file (normally PDF - never jpeg) When in report view I want to be able to preview the uploaded file without having to download it. If I click on the upload it downloads to my computer, I want to be ableHow to filter emails by Reply-to field?
I receive a very particular newsletter from an association A registered on a website W (that is used by many associations), and the emails fields are not great: the From just contains the generic website's W's email, while A is only mentioned in the Reply-toHow to invite friends on other social media platforms to one of my group chats in arattai?
Hello, I have formed chat groups in arattai. I want to invite my friends on other social media platforms like WhatsApp/ FB to one of my groups. Different friends would be invited to different groups. How to share an invite link of one of my groups toLine spacing
I coudn't decrease the line spacing to space smaller then a single line. There is too much space between the lines that make the document look ugly. Please fix that. Liran. fonarGoogle Fonts Integration in Pagesense Popup Editor
Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance Zoho Pagesense’s popup editor with Google Fonts support. Current Limitation: Currently, Pagesense offers a limited set of default fonts. Google FontsControl Position of “X” (Close) Button in Popup Editor
Hello Zoho PageSense Team, We hope you're doing well. We would like to request a customization improvement in the PageSense popup editor. Current Limitation: Currently, the position of the “X” (close) button is fixed and cannot be customized in the popupAdd Standalone “Save” Button in Pagesense Popup Editor
Hello Zoho Pagesense Team, We hope you're doing well. We would like to request an important usability improvement in the Pagesense popup editor. Current Limitation: There is currently no dedicated Save button while building a popup. The only way to saveText Direction Control in Pagesense Popup Editor
Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to add text direction control in the Pagesense popup editor. Current Limitation: Currently, the popup editor does not provide native support for RTL (Right-to-Left)Autosave in Pagesense Popup Editor
Hello Zoho Pagesense Team, We hope you're doing well. We’d like to submit a feature request to enhance the Pagesense editor with an autosave functionality. Current Limitation: Currently, changes made in the Pagesense editor must be manually saved. InBilling frequency is not displayed correctly.
Hello There is an issue while displaying the billing frequency on a subscription quote. I am able to activate the subscription details and get this lovely overview: If I am adding a Plan which I charge quarterly, first of all it should be possible toCreating Secret via Vault API
Hi I am trying to create a secret through vault api. This is the response I get. One thing I am not sure is how to decrypt the secretdata, how to get the secrettypeid? { "operation": { "result": { "error_code": "", "message": "Sorry, we are unable to process your request.",Zoho CRM custom fields not showing in zoho creator
Hi Team, I have created a Products form with Zoho CRM integration and connected it to Products module of CRM. But when I see the reports of Products in Zoho creator then I am not able to see custom fields of Products module. Only standard fields of ProductsNext Page