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Kartheek
Gainsight Employee ⭐️
Kartheek
Gainsight Employee ⭐️
April 20, 2023
Question

CS User Delete - PII details

  • April 20, 2023
  • 11 replies
  • 310 views

In the context of the CS product, say an application user(CSM/Admin) has left your company and so the user now needs to be removed from the CS application. As this user has already done some activities in different product modules (say timeline activities),

Here is the poll, Please select one of the options and feel free to add more comments below

How do you want to treat the Personal Identifiable Information (PII) for these users in their past a

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    alizee
    alizee
    VIP ⭐️⭐️⭐️⭐️⭐️
    May 9, 2023

    Hi @Kartheek :

    From my perspective with a quick internal sense check:

    • What to do with tasks, success plans, CTAS etc.:
      • We almost always have someone on the account (either a pool of resources or an individual) so I would say ideally, assigned to a resource pool or the new person on the account. Maybe we could create a resource pool for these cases, even though people should clean-up their To Dos before leaving. If there’s a lag between person inactivated and new assignment, reassign to the admin (but I would prefer the resource pool). 
      • When there’s a lag: assigned to the admin, but with a special status
    • How often do you see users moving to inactive?
      • When someone leaves the organization (CS)
      • When someone from Sales that is an internal collaborator loses SFDC access (either because they left the org or some other cause for losing SFDC access)
      • When sometimes gets horizontally promoted - though at this point it doesn’t require deletion, just inactivation

    I don’t know how frequent that is but that’s the same rate as the employee churn rate for the organization, which may differ department to department and month to month.

    The most expensive part of building is the mistakes. That's true in construction. Not so much in CSOps. So ask questions, make mistakes and learn. All views expressed here are my own.
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