In today’s digital economy, it is more important than ever for businesses to ensure that their customers trust them. And one of the core pillars of establishing this trust is to ensure that businesses are handling their customers data with utmost care.
On one side, businesses want to collect as much data about their customers as they can to ensure that they can wow their customers by providing a personalized, tailor-made experience and on the other side, they also need to ensure that this data is not misused or abused.
This is where Consent Management kicks in. By dictionary, ‘Consent’ means permission for something to happen or agreement to do something. So, Consent Management refers to taking permission from a customer to capture, store, handle and process their data. Respecting customers’ privacy, getting their permission on how their data can and should be used establishes mutual trust and respect.
For example, while the customer may not mind receiving marketing promotions through emails, they may get annoyed if the businesses start calling them for the same. Or they may prefer to receive physical copy of bills rather than getting it in email.
Consent Management in Salesforce
Trust is one of the four core values Salesforce. To tackle new world challenges of data privacy and protection, Salesforce has been introducing various objects since Spring ‘18 release. It all started with an ‘Individual’ object which stores a Lead, Contact, Person Account or User’s data preferences. Then many other objects were added over the subsequent releases to give a complete picture.
These objects are like any other sObjects in Salesforce. They can be included in Workflow, Process Builder, Flow and Triggers. The beauty of these objects is they do not count towards your data storage. That’s cool! Some of these objects include:
- Contact Point Address
- Contact Point Consent
- Contact Point Email
- Contact Point Phone
- Contact Point Type Consent
We will get to a brief introduction of each of these objects at the end of this step-by-step guide.
Consent Capture Flow Template on AppExchange
The Consent records can be created manually. But, to save the hassle, Salesforce Labs has come up with a Flow solution to create Individual and Contact Point Type Consent records easily from a wizard like interface. It can be installed in your Salesforce org from AppExchange.
This package includes a customizable Salesforce Screen Flow, a Lightning App, Lightning Components and Custom Metadata Types. Once installed, you can either expose the Screen Flow directly on a record page or create a Quick Action to launch it to create Consent records.
Well, now you should have got the gist of Consent Management in Salesforce. For this guide, we will be covering how to set up Consent Management and create the Consent records to track customers’ privacy preferences. After going through this guide, within the next 30 minutes or so, you will learn how to:
- Enable Data Protection & Privacy Setting
- Add Individual Lookup Field to Page Layout
- Unhide Consent Management Object Tabs
- Install Consent Capture Flow Template from AppExchange
- Create a Quick Action to Launch the Consent Flow
- Create Data Use Legal Basis Records
- Create Data Use Purpose Records
- Run Consent Capture Flow
- Analyze Customers’ Data Preferences
- Look at all the different objects used to store the customer’s consent and privacy information
References & Useful URLs
- Store Customers’ Data Privacy Preferences – Help Article (20 mins) – https://help.salesforce.com/articleView?id=sf.individuals_store_data_privacy.htm&type=5
- Consent Management Objects – Help Article (20 mins) – https://help.salesforce.com/articleView?id=sf.consent_mgmt_fields.htm&type=5
- Consent Management Objects Entity Relationship Diagram – Salesforce Developers (10 mins) – https://developer.salesforce.com/docs/atlas.en-us.api.meta/api/sforce_api_erd_consent.htm
- Consent Capture Flow Template – AppExchange – https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMiVQUA1
- Blog on Cloud Kettle – Mastering Salesforce Consent Management