Data Management

each user interaction generates a single salesforce record ( 2kb) in the help interactions custom object, which will accumulate over time this data will stays securely within your trusted salesforce org unaric has no access to your data unless explicitly granted by you for support purposes further, in regions with stricter privacy requirements, you can choose to anonymise data at the point of capture while explicit consent for monitoring is not universally required, it is mandatory in some jurisdictions if you have any concerns related to compliance, consult your internal hr department or data protection officer you can generate a comprehensive report from the help interaction object to show all collected data and share this report with your data protection advisor and seek their guidance on whether masking sensitive data is necessary or advisable manage your data set a data retention limit you can set a data retention limit to extend or limit the amount of data storing this is handy for saving space but also for storing data for longer user analytics free tier limits data retention to 7 days navigate to improved help for lightning > help settings > tracking tab choose how many days of data to keep for example, setting this to 180 days will keep only the most recent 6 months of data click schedule to enable a scheduled apex job that will automatically delete older records daily alternatively, some customers export help interaction object data to external bi tools for deeper analysis, then remove it from salesforce to manage storage you can also manage this data using https //developer salesforce com/tools/data loader or any external tool of your choice data management with salesforce flow to manage sensitive data, you can set up a salesforce flow that will trigger automatically as soon as a help interaction record is created, allowing you to update the record as needed using flows in this way provides flexibility to adjust fields based on your chosen criteria replace or modify sensitive data delete records if necessary maintain compliance with any privacy regulations for example, if you want to anonymise specific users, your flow could apply to help interaction records that meet certain criteria—such as user geographic location for these users, the flow could update the record by changing the owner from the named user to their manager or a designated user, such as the system administrator set entry conditions update records updating the owner won’t change who created the record in the first place to this end, you need to delete the triggering record and create a new record as sys admin using all the required data from the triggering record and placing it in the right fields in the new record agentforce data models integration user analytics generates clean, well structured usage data that's ideal for integrating into your agentforce data models we also have an ai agentforce taskforce if you are looking to take this further, reach out at https //support\@improvedapps com and we’ll set up an initial meeting to discuss what we can do to help you