Security features in the Customer Feedback Management system help safeguard personal data through automated sensitive data masking. This capability detects and redacts information like personal identifiers from survey responses across channels such as web, email, WhatsApp, and in-app. By applying masking policies and limiting access to unmasked data through role-based permissions, organizations can better comply with regulations like GDPR and CCPA, reducing the risk of exposure and strengthening overall data governance.

Business Use Cases

• Enabling Compliance with Global Data Privacy Regulations: Sprinklr’s security features assist in the automatic detection and masking of sensitive information such as customer IDs. This capability enables organizations to adhere to regulations like GDPR and CCPA, promoting data privacy in all customer interactions. For instance, it is beneficial for safeguarding sensitive data within financial services companies.

• Reducing the risk of unauthorized access to data: The encryption and access control configurations in Sprinklr protect sensitive data. By restricting access to only those who are authorized, it minimizes the chances of unauthorized data access, ensuring that customer information remains secure and adheres to industry regulations.

  For instance, healthcare providers can utilize encryption to protect sensitive patient information.

With data masking and redaction tools, an IT Administrator can effectively protect sensitive customer information from unauthorized access. A Compliance Officer can leverage these security features to ensure adherence to data privacy regulations such as GDPR and CCPA, reducing the risk of fines and penalties while maintaining strong data protection standards. By automating the identification and handling of sensitive data, an Operations Manager can significantly cut down on manual effort, allowing teams to focus on critical tasks and boost overall productivity. Additionally, by safeguarding customer information through robust security measures, a Customer Success Manager can help build and maintain customer trust, a crucial factor in privacy-sensitive industries like finance, healthcare, and retail.

Prerequisites

In order to access security features, you would need access to survey masking with the CFM app.

Masking Configuration Permissions:

• View: You can view existing masking templates.

• Create: You can create new masking templates.

• Edit: You can edit templates that you’ve created or that have been shared with you with editing access.

• Delete: You can delete templates you’ve created or those shared with you with edit permissions.