If you use Salesforce as your CRM tool, you will be storing your customers' personal data in Salesforce. Typically, you will store such data in standard Salesforce objects. Standard Salesforce objects include contacts, leads, accounts and person accounts.
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Fields used by installed packages
You can see a list of fields introduced by installed packages in Package Components in the installed package. (Open the relevant package in Installed Packages in Salesforce setup and click View Components.)
NewVoiceMedia in Salesforce
If you have installed the ContactWorld for Salesforce package in your Salesforce org, you may store customers' phone numbers in standard or custom phone fields for your agents to use for Click to dial. NVM also uses these phone fields for screen pops.
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The NVMContactWorld__InteractionEvent__c and NVMContactWorld__InteractionEventNote__c objects store information recorded by agents who use Log a Call for taking notes. These records are part of the ContactWord for Salesforce package. You should delete the records whenever you need to delete task records to remove customers' personal data. Use the NVMContactWorld__InteractionEvent__c.NVMContactWorld__IndexedCallObjectIdentifier__c field to locate records related to specific tasks.
Connect
If you have installed Connect in your Salesforce org, creating Dial List records creates additional records. These records contain the numbers of the contacts, leads, and so on that your agents will dial. If you delete, correct, or anonymise the phone number for a customer in their contact, lead, or other, record, you must do the same to their phone number in any Dial List and related records they appear in.
Advanced Reporting and Statistics
If you have installed the Advanced Reporting and Statistics in your Salesforce org, you will have several new custom fields. These fields may contain personal data. For information about installed custom fields, see Advanced Reporting and Statistics reference.
You can configure how long Salesforce stores statistics in your org, after which time NewVoiceMedia deletes the data. For information about configuring the retention period, see Configuring Advanced Reporting and Statistics. The retention period applies to Conversation Analyzer categories and transcripts if you add them to call summary records.
You can use Salesforce workflow to delete, correct, or anonymise any personal data that Advanced Reporting and Statistics retrieves at time of retrieval if required.
Advanced Reporting and Statistics creates a transaction log. This log can contain personal data, such as phone numbers, email addresses, and Twitter handles. NewVoiceMedia automatically rotates and deletes the log within a maximum of 10 days. In call centers with high call volumes, NVM rotates and deletes the log within approximately 6 hours.
How to find and process personal data
To locate where personal data is used in Salesforce, use one or more of the following features:
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