--- schema_version: "1" id: 614feaab49513f3e478ddb964be54cb3259af37d1fd5d1bc02977c035894812f title: Data Deletion for CM collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sfdo/264-0-0/cm_data_deletion.md canonical_url: https://help.salesforce.com/s/articleView?id=sfdo.cm_data_deletion.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: d87970d5c0cef277fad9606979d082a84f774d0b35b89a4d8911fa4d4ad88b97 description: Find out more about data deletion for CM. products: - Nonprofit release: "264" --- # Data Deletion for CM Find out more about data deletion for CM. - **[Data Deletion for Your Product](https://help.salesforce.com/s/articleView?id=sfdo.cm_data_deletion.htm&release=264.0.0&type=5)** Learn about data deletion for Case Management. Under various data protection and privacy regulations, you may be required to delete personal data of a constituent, such as in response to a GDPR right of erasure request. The following are examples of common requests, considerations, and related procedures to help you determine an action plan for complying with data erasure situations. ## Data Deletion for Your Product Learn about data deletion for Case Management. Under various data protection and privacy regulations, you may be required to delete personal data of a constituent, such as in response to a GDPR right of erasure request. The following are examples of common requests, considerations, and related procedures to help you determine an action plan for complying with data erasure situations. Not all deletion methods completely erase records from the database. Deleting a record may only move it to the [Recycle Bin](https://help.salesforce.com/articleview?id=home_delete.htm&type=5), and therefore personal data can still be accessed and restored. If you are required under a law or otherwise to ensure records are erased, be sure that you understand how record deletion works within Salesforce, and how to remove personal data from your instance in ways that meet your obligations. We offer the following examples of common requests and considerations to help you plan how best to honor constituent requests around data deletion. These are only suggestions for your review, and not guaranteed steps for ensuring compliance with any legal rule. Keep in mind that addressing constituent requests, including those provided for under the GDPR, can be challenging. A one-size-fits-all strategy may not always work, and you may need to adjust your approach when balancing organizational needs and legal obligations. For example, if exporting personal data to satisfy a GDPR data portability request may violate someone else’s rights, you might consider narrowing the fields in scope rather than exporting all data. If deleting personal data to satisfy a GDPR erasure request may conflict with other requirements around record preservation, you might consider anonymizing certain fields rather than wholesale deletion. As always, there are pros and cons to each approach, including legal and business impacts and risks, and you are responsible for your own compliance obligations in your use of the Salesforce Services and Salesforce.org applications. You should work with your advisors, including legal counsel, to determine whether you are covered under a legal requirement, and come up with a compliance plan that’s best for your organization. Salesforce resources: - [Data Deletion: Delete Personal Data](https://help.salesforce.com/articleview?id=data_deletion.htm&type=5) - [Delete Records](https://help.salesforce.com/articleview?id=basics_deleting_records.htm&type=5) - [Recycle Bin](https://help.salesforce.com/articleview?id=home_delete.htm&type=5) - [Empty Specific Records out of the Recycle Bin](https://help.salesforce.com/articleview?id=000206726&type=1) - [Hard Delete Records](https://help.salesforce.com/articleview?id=000135460&type=1) - [Data Backup](https://help.salesforce.com/articleview?id=000352139&type=1&mode=1) ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sfdo-case_management-264-0-0-production-enus/4bf5cafc-4c98-4543-b5bf-3b2a6d34e498/images/icon_important.png) Important Remember to review both Salesforce Platform documentation AND Salesforce.org product-specific documentation. In addition to the information provided in the table below, review: - [Data Deletion for Sales Cloud](https://help.salesforce.com/articleview?id=data_deletion_sales.htm&type=5) - [Data Deletion for Salesforce Platform](https://help.salesforce.com/articleview?id=data_deletion_platform.htm&type=5)
Common Constituent Request Actions to Consider Things to Consider
A client has stopped receiving services from your organization and wants their personal data to be removed from your system. Delete Records

You may consider deleting information in these Contact or field:

  • Contact

  • Tasks

  • Calendar events

  • Personal data in unindexed, free-text fields

You can find personal data in unindexed fields by exporting the data, and then searching for the information.

You may also consider deleting:

  • Cases

  • Case Plans

  • Goals

  • Action Items

  • Client Notes

  • Affiliations

  • Emergency Contact Information

  • Assessments

  • Client Alerts

  • Program Engagements

  • Service Deliveries

  • Relationships

  • Addresses

  • Households

  • Household Accounts
Note
Note In order to preserve Case Plan history for reporting totals, consider assigning Case Plans, Client Notes, Assessments, Program Engagements, and Service Deliveries to an anonymous or placeholder Account.

If you maintain a Sandbox environment, you may want to refresh the environment afterward to remove that constituent’s data from it, or log into the Sandbox and manually remove the data.
A service provider that has been fired requests that you remove all of his personal data.

Delete Records

Deactivate (Delete) Users

Update Record Owner

In addition to deleting the service provider’s Contact record, consider deleting:

  • Tasks

  • Calendar events

  • Personal data in unindexed, free-text fields

You can find personal data in unindexed fields by exporting the data, and then searching for the information.

If applicable, consider updating record ownership of any records that service provider owned, deactivating the faculty member’s User account, and removing any personal information stored on the User record.

You may also consider deleting:

  • Cases

  • Case Plans

  • Goals

  • Action Items

  • Client Notes

  • Affiliations

  • Emergency Contact Information

  • Assessments

  • Client Alerts

  • Program Engagements

  • Service Deliveries

  • Relationships

  • Addresses

  • Households

  • Household Accounts

Note
Note In order to preserve Case Plan history for reporting totals, consider assigning Case Plans, Client Notes, Assessments, Program Engagements, and Service Deliveries to an anonymous or placeholder Account. If you consider anonymizing, you should weigh all the options with a legal advisor.

If you maintain a Sandbox environment, you may want to refresh the environment afterward to remove that constituent’s data from it, or log into the Sandbox and manually remove the data.
A client doesn't want you to store her email address and phone number.

Manage Contacts

Manage Accounts

Manage Custom Objects

Consider deleting data in any fields that store your client's email address and phone number.

The Case Management app also includes these custom email and phone fields and objects:

  • Email

  • Phone

  • Work Phone

  • Home Phone

  • Other Phone

  • Emergency Contact Phone

  • Address Object

If you’ve created other records or activities related to your constituent, consider removing her email address and phone number from those records, and from Salesforce standard Email and Phone fields.