Case Subject or Description... 2 Chatter Feed (Posts & Attachments) Attachments... 5 Case Attachments... 7 Contact Attachments...

Transcription

1 Appendix Redacting Sensitive Information from Salesforce Technical Assistance Salesforce: UTO Training Redacting Sensitive Information Contents Types of information that can potentially compromise someone s identity:... 1 Places within Salesforce where sensitive information may be found:... 1 Case Subject or Description... 2 Chatter Feed (Posts & Attachments) Attachments... 5 Case Attachments... 7 Contact Attachments... 8 Types of information that can potentially compromise someone s identity: Social Security Number Copies of Birth Certificates Full Copies of SSN card Tax Returns Driver s License Numbers or Photos Passports/Visas Credit Card Information Anything government issued Medical History Documentation Places within Salesforce where sensitive information may be found: Case Subject and/or Description Chatter Feed (Post & Attachments) Attachments Case Attachments Contact Attachments 1

2 Case Subject or Description 1. From the Service Console Open your case by clicking on the Case Number or Subject to open the Case. 2. Click on the Detail button to display the case details. 3. Two options to edit the fields: Option A: Click Edit at the top of the Case Details page Option B: Double Click on the Pencil in the Subject or Description field Option A A. Click Edit B. Scroll down to the Subject & Description Replace the sensitive information with [redacted] and what it was. (i.e. [redacted SSN] or [redacted credit card number]) C. Click Save at the top of the case detail page. 2

3 Option B A. Double click the pencil in the Description or Subject field to get into the editor. B. Replace the sensitive information with [redacted] and what it was. (i.e. [redacted SSN] or [redacted credit card number]) C. Click Ok to finish editing. D. The text in the edited field will be orange, indicating you need to either save or undo the actions. Click Save at the top of the case detail page if edits should be kept. To undo, click. 3

4 Chatter Feed (Posts & Attachments) Following these steps if you come across a Chatter Post with sensitive information in it. If you are not the owner of the Post: 1. Click on Comment the owner of the post and request that they record/save the information outside of Salesforce and then delete the post. If you are the owner of the Post: 1. Click on the drop down arrow next to the date and time 2. Click delete 4

5 Attachments Before you delete any attachments, please contact your team lead or manager to ensure the document is saved outside of salesforce and is ok to delete. To View & Save the file: 1. Click on the link to the attached document 2. Click on View File 3. Click the Save icon in the bottom right corner of the document 5

6 To Delete the Attachment 1. Click on the link to the attachment 2. Click Delete 3. Click Ok if you are sure the attachment has been saved properly 6

7 Case Attachments Before you delete any attachments, please contact your team lead or manager to ensure the document is saved outside of salesforce and is ok to delete. 1. From the Case Details, click Edit next to the attachment you want to delete 2. Click Save on the Attachment Edit page 3. Click Delete 4. Click Ok if you are sure the attachment has been saved properly 7

8 Contact Attachments Before you delete any attachments, please contact your team lead or manager to ensure the document is saved outside of salesforce and is ok to delete. 1. Click on Notes & Attachments or scroll down to that section. 2. Click Del, next to the attachment you want to delete 3. Click Ok if you are sure the attachment has been saved properly Need Help? If assistance is needed due to: Technical difficulties You are unable to reach the owners of a post If you are unsure if you should delete a post/attachment 8

9 Please 9