Settings and data
Handle personal-data requests
Record a person's request to see, correct, erase, object to or restrict the use of their data, export what the CRM holds about them, and close the request within 30 days.
2 min readLast updated
In this article
Data protection laws in Saudi Arabia and Egypt give people the right to ask what you hold about them and to have it corrected or erased. Privacy requests keep every such request in one register, with its deadline, the answer you gave and an export of the data, so you can show that each one was handled on time.
Before you start
You need the permission to manage privacy requests. Agree with your legal or compliance contact who answers them.
Record a request
Open CRM › Settings & Data › Privacy Requests and select New request.
Choose the Request type: Access, Correction, Erasure, Objection or Restriction.
Type the Requester name and the Requester e-mail or phone.
Under Record, choose what the request is about - Customer, Contact, Lead or Account - and enter its Record number.
Describe What was asked and select Save.
The request is Open. It is due 30 days after it was received; the register shows the Received and due dates, and an overdue request is marked Overdue.
Work the request
Access: select Export data on the request. The file contains the record, its contacts, its recent activities and its marketing consent. Sensitive identifiers such as the national ID are reported as held, not shown.
Correction: correct the data on the record itself, for example on the organisation or the contact.
Objection: record the objection in the marketing consent panel, or use Do not contact.
Erasure and Restriction: personal data of a customer you invoiced must be kept for the tax retention period. After that period, the data is anonymised automatically, according to the Retention period (years) in CRM settings. Explain this in your answer.
While you work, open the request and set its Status to In progress.
Close the request
Open the request with the edit button.
Set the Status to Completed or Rejected.
Write the Answer given. It is required to close a request.
Select Save.
The completion date is recorded with the request.
Common questions
The requester is not in the CRM. Can I still record the request? Yes. Leave Record empty. Export data is available only when a record is chosen.
Who sees this register? Only users with the permission to manage privacy requests.