Lawful Bases for Data Processing - GDPR | Online Help - Zoho CRM

Managing Lawful Bases for Data Processing

Switch on GDPR Compliance options

Under compliance settings, you need to first switch on GDPR compliance settings if it applies to your business. Users with the Manage Compliance Settings profile permission can enable and view the features available under Setup > Security Control > Compliance Settings.


To switch on GDPR compliance options

  1. Click Setup > Security Control > Compliance Settings.
  2. In the Compliance Settings page, toggle on the enable button for Compliance Settings.
  3. From the Enable GDPR compliance for modules drop-down list, select the modules that contain data subject's information.
    You can edit this later from Setup > Security Control > Compliance Settings > Preferences.
  4. Click Save.

The Lawful Bases

The fundamental principle for handling personal data is that data must be processed lawfully and in a transparent manner. GDPR defines six lawful bases to process data. It is important to understand all of them as  no one lawful basis is better than the others. Choosing the most appropriate basis depends on the purpose of data processing and your business requirements.

  • Consent - When you have consent from the data subject to process their personal data. There must be a deliberate action on the part of the data subject to opt in or give consent.
    Example: Collecting and processing personal data for marketing purposes or for sending newsletters.
  • Contract - When you have a contract with an individual to supply goods or services requested by them. In this case, you process data to fulfill the contract.
    Example: During a contract, when the customer asks for more information via email, the organization processes their personal data to respond to the request.
  • Legal Obligation - When you have to process the data to comply with the law.
    Example: An employee's salary details are needed by a government institution or an investigation requires the processing of the personal data.
  • Vital Interests - When you need to process data to protect someone's life or in an emergency situation.
    Example: Collecting personal details of the people to ensure their safety during an emergency or a fire.
  • Public Tasks - When you need to carry out tasks in the public interest, usually as a government institution, political party, etc.
    Example: As a public authority who processes data for scientific research, surveys, or public health studies.
  • Legitimate Interests - When your organization holds a genuine, legitimate reason to process data and the purpose does not harm the data subject's rights.
    Example: A customer has not paid their invoice and so the company needs to process the customer's data to collect payment. Or, for administrative purposes, when an organization processes an employees' personal data for payroll.

Applying Lawful Bases with Zoho CRM

Lawful basis as Not Applicable.

By default, all the records in the Leads, Contacts, and Vendors modules will have the Data Processing Basis set to Not Applicable when you enable GDPR from Setup > Users andControl > Compliance Settings. Once this is enabled, each record will have a Data Privacy section with the data processing basis details. You can change this based on your discretion and business cases.

Data Privacy section for records

Once GDPR is switched on in your Zoho CRM account, each record will have a Data Privacy section where the data processing basis details are available. If Consent is the lawful basis, the options to send a consent form and update consent details manually will also be available. A new field called Source in the record's details page will also be available, which will store the data sources such as Web forms, APIs, Integrations, etc. 

Who can access Data Privacy section for records.

Any user who has the permission to view the record will be able to view and edit the Data Processing Basis section. If you use portals and the data processing basis is Consent, people who have access to the portal, will be able to see the Data Privacy section. They can update their consent details.

When Consent is the lawful basis

If your business is running on Zoho CRM, you can process data based on any of the lawful bases mentioned earlier. Consent requires a deliberate action to opt in on the part of the subject matter. It is therefore mandatory for the controller to keep a proper consent management system in place to obtain consent from the data subjects.

Zoho CRM's consent management system helps you obtain consent from your prospects and customers.

Consent management in Zoho CRM has the following options.

Change lawful basis for records.

You can change the lawful data processing basis in the following ways:

  • Select an individual record and update the details under Data Privacy.

  • Create a list view to filter out the records and click the More icon > Update Data Processing Basis.
  • Create a workflow rule to automate the process of updating lawful basis for records that met certain criteria.

Use the Data Processing Basis field to define the criteria.

View Details and History

You can view the details of the Data Processig Basis chosen for a particular data subject. Further, any changes that takes place in this section will be logged under history, chronologically.
For example, to send marketing related emails to your customers, you need their consent. Hence, you send a consent form via email and when it's submitted, the consent details are automatically updated in your CRM account and can be viewed in the Details section. History displays the list of actions carried out in a record pertaining to data processing basis, right from creation of a record.

To view details and history

  1. Click open the data subjects record in your CRM account.
    The record could be in the Leads, Contacts, Vendors or any other custom module for which GDPR Compliance is enabled.
  2. Click Data Privacy.
  3. Under the Data Processing Basis section, switch between Details and History.

View Dashboard

Go to Setup > Security Control > Compliance Settings > Overview, to view the dashboard that gives you the following details:

  • Number of records that have the lawful basis marked as Not Applicable.
    You can also view these records and update their lawful basis.
  • Number of records that have been updated with one of the lawful bases.
    The records are categorized as Consent or Other Basis. You can also view these records and update their lawful basis.
  • Chart that displays the consent status - PendingWaitingObtained.
    Click on the status to view the records.

    Access your files securely from anywhere

      Zoho CRM Training Programs

      Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

      Zoho CRM Training
        Redefine the way you work
        with Zoho Workplace

          Zoho DataPrep Personalized Demo

          If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

          Zoho CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION









                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • Data Privacy

                                                                                                                A record's details are available in two sections - Info and Timeline. When you switch on GDPR Compliance in your Zoho CRM account, you will be able to view another section, namely Data Privacy. This section has the following details: Data Source ...
                                                                                                              • GDPR and Zoho CRM - An Introduction

                                                                                                                On this page, we'll be taking a look at what the new rules in GDPR are and how Zoho CRM can help you comply with them. We'll also help you understand how to protect your customers’ data. General Data Protection Regulation (GDPR) is a new set of rules ...
                                                                                                              • Data Subject Rights

                                                                                                                The GDPR explicitly states certain rights for the data subjects in Articles 12 to 23. We need to understand and fullfil them when individuals seek to exercise those rights. Right of access: The subject's right to obtain from the controller, the ...
                                                                                                              • Consent Management

                                                                                                                Zoho CRM's consent management settings helps you get consent from your prospects and customers. We provide a system where you can customize the consent form, include it in your email templates, set consent related preferences, and most importantly, ...
                                                                                                              • Data Enrichment

                                                                                                                The quality of your CRM data is crucial for your business, as it forms the foundation for effective sales strategies and customer relationship management. Incomplete or incorrect data can severely hinder your sales reps' ability to understand your ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources