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Internet Creations’ AppExchange Products and the General Data Protection Regulation

Summary

Internet Creations’ AppExchange products leverage standard Salesforce objects and platform functionality. To that end, our products will cooperate with standard Salesforce methods for complying with the General Data Protection Regulation (GDPR).

Details

Internet Creations’ AppExchange products are native to the Salesforce platform, delivered through the Salesforce.com infrastructure. All related data is stored on the Salesforce platform. Internet Creations does not use third-party integrations for the functionality or storage related to any of our products. Our AppExchange products are installed and delivered through the Salesforce AppExchange and are subject to Salesforce’s security review processes.

Internet Creations’ AppExchange products leverage standard Salesforce objects and platform functionality. To that end, our products will cooperate with standard Salesforce methods for complying with the General Data Protection Regulation. For more information about Salesforce and the General Data Protection Regulation, see https://www.salesforce.com/gdpr/overview.

The following provides specific details about how Internet Creations’ AppExchange products store and create information on the Salesforce platform.

Email to Case Premium

Email to Case Premium works with the standard Salesforce Case object. Email to Case Premium processes inbound email messages which will contain personally identifiable information such as name, email address and other content captured in the body of the email message. Email to Case Premium populates fields on the Case record using information from the inbound email message. In addition to fields on the standard Case object, Email to Case Premium includes the following additional fields that may contain personally identifiable information.

  • ExtraEmails - stores all email addresses on inbound emails. This data is used by Auto Create Contacts, Auto Add Case Team Members and Auto Add Contact Roles.
  • HistoryText - stores a chronology of the most recent 25 public case comments (up to 32,000 characters) for inclusion in email templates. This field is updated when inbound emails are received and outbound emails are sent through the New Comment page.
  • History Text Inc Private - stores comment HistoryText including private comments.
  • Most Recent Public/Private Comment - stores the most recent public/private comment, as it was typed, without any pre-pended recipients or attachments notations that may be added to the case comment record.

When optionally enabled, Email to Case Premium captures Email Message Headers which will typically contain personally identifiable information such as name and email address, as well as additional pseudonymous data such as mail server transport information.

Email to Case Premium captures attachments and files from inbound email messages, and stores these directly on the related case. While these attachments or files may contain personally identifiable information and/or pseudonymous data in the content of the file itself, in file headers or EXIF data in images, Email to Case Premium does not process or collect data from these attachments and files.

Email to Case Premium creates outbound email messages which will contain personally identifiable information such as name, email address and other content captured in the body of the email message. Outbound email messages are stored with the related case.

Email to Case Premium creates case comments on the related case from inbound and outbound email messages. Case comments may contain personally identifiable information such as name, email address and other content captured in the body of the case comment. If Email to Case Premium is set to Case Feed mode, then it does not contain case comments. However, if it is in Standard mode, then there is no option not to collect this information.

Email to Case Premium can optionally create new contacts or new leads from inbound email messages, relating the new contact to an existing account. This setting is disabled by default. Related records created are stored in the standard contact or lead objects in Salesforce.

Review the Email to Case Premium Field Reference at http://kb.internetcreations.com/?kb=000001356 for additional information. For information regarding the standard Salesforce case object, please refer to Salesforce’s field reference guide for the case object at https://developer.salesforce.com/docs/atlas.en-us.sfFieldRef.meta/sfFieldRef/salesforce_field_reference_Case.htm.

Simple Survey

Simple Survey creates survey records that contain recipient responses and that are related to a parent object, which typically includes the related contact or lead record in Salesforce. This facilitates the removal of survey data related to the lead or contact record. Access to information contained in survey records inherits the standard Salesforce sharing model and may be limited as appropriate. In addition, customers using Simple Survey can choose to avoid asking recipients questions that contain personally identifiable information. Any personally identifiable information captured in the survey records can be deleted using standard Salesforce functionality.

When optionally enabled, Simple Survey captures partial survey responses in Salesforce. Recipients taking the survey can click a “Clear Responses” button from the survey landing page to delete any partial responses to survey questions that they do not wish to be captured.

When optionally enabled, Simple Survey tracks pseudonymous data for IP address and browser information for diagnostic purposes only. This data may be deleted using standard Salesforce functionality.

Please review the Simple Survey Field Reference at http://kb.internetcreations.com/?kb=000002610 for additional information.

Case Merge Premium

Case Merge Premium does not store personally identifiable information or pseudonymous data. Case Merge Premium processes existing case data to merge multiple cases and related records into a single existing case. When optionally enabled, records for Duplicate Group and Duplicate Case will be created to store related case records to track the histories of duplicate case matches. If you do not plan on reporting on the amount of duplicate cases that have entered your Salesforce Org, we recommend disabling the Duplicate Tracking setting.

Any personally identifiable information or pseudonymous data collected in the standard Salesforce Case object can be removed through standard Salesforce functionality.

Case Split

Case Split does not store personally identifiable information or pseudonymous data. Case Split processes existing case data resulting in splitting cases and related records into new or existing cases. Similar to deep cloning, Case Split doesn’t store anything outside of the resulting case and its child objects. 

Any personally identifiable information or pseudonymous data collected in the standard Salesforce Case object can be removed through standard Salesforce functionality.

Case Flags

Case Flags neither stores nor processes personally identifiable information or pseudonymous data. Case Flags History Tracking records contain no personally identifiable information or pseudonymous data, only links to related cases. Case Flags History Tracking is an optional feature and is disabled by default. Case Flags History Tracking records can be deleted using standard Salesforce functionality.

Please review the Case Flags Field Reference at http://kb.internetcreations.com/?kb=000001193 and the Case Flags History Tracking Field Reference at http://kb.internetcreations.com/?kb=000002093 for additional information.

Signature Slayer

Signature Slayer processes Attachments and Files of inbound email messages. When a Salesforce user with access to Signature Slayer selects an attachment to automatically remove, we create a 1-way encrypted hash of the file or attachment to be deleted from Salesforce. The hash cannot be used to recreate the file or attachment. Signature Slayer uses the encrypted hash to match literal duplicates, which it then automatically removes from Salesforce. Signature Slayer neither stores nor processes personally identifiable information or pseudonymous data.

Please review the Signature Slayer Field Reference at http://kb.internetcreations.com/?kb=000004064 for additional information.

Rapid Products

Rapid Products is used for quick selection of products when creating quotes and opportunities. All data related to Rapid Products is created internally in Salesforce. Rapid Products neither stores nor processes personally identifiable information or pseudonymous data.

Labs Applications (Free)

Add Me to Case Team

This free labs application quickly adds the current user to an existing case by adding a custom button to the Case Page Layout. Add Me to Case Team neither stores nor processes personally identifiable information or pseudonymous data.

Change Case Ownership Plus

This free labs application reduces the number of clicks by adding a custom button to the Case Page Layout enabling the current user to delegate ownership of the case to another user or a queue. Change Case Ownership Plus neither stores nor processes personally identifiable information or pseudonymous data.

Create Opportunity & Quote

This free labs application creates opportunities and quotes in one step, completing key fields on both and synchronizing the two. Create Opportunity & Quote neither stores nor processes personally identifiable information or pseudonymous data.

Former Positions

This free labs application keeps track of changes made to existing contact records as a person moves from one account to another account. These records are created only when a Salesforce user in the instance where Former Positions is installed updates a contact record. Former Positions collects the following Personally Identifiable Information: Name (Contact), Job Title, Account, and Start Date. Collecting this information is the key product feature, so there is no option to use Former Positions and not collect personally identifiable information. However, Former Positions data is in a master-detail relationship with the contact record. If you delete the contact, the Former Position records are deleted as well. Former Positions does not store or process pseudonymous data. Please review the Former Positions Field Reference at http://kb.internetcreations.com/?kb=000004063 for more information.

Quick Add Campaign Member

This free labs application quickly adds existing contacts to specific campaigns through a Chatter publisher action. Quick Add Campaign Member neither stores nor processes personally identifiable information or pseudonymous data.

Take Ownership

This free labs application reduces the number of clicks down to one by adding a custom button to the Case Page Layout enabling the current user to take ownership of the case. Take Ownership neither stores nor processes personally identifiable information or pseudonymous data.
 

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