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Contact retention policy process advice

  • 1.  Contact retention policy process advice

    Posted 24 days ago

    Hi. We're on D365 Online CE v9x classic interface.

    I'm investigating how to implement our contact retention policy as part of GDPR data compliance.

    This involves identifying contacts that fit certain criteria, so we can look at deleting them.

    The criteria are rather complex: contacts with cases over 3 years old, no open cases, no complaints under 10 years old.

    I'm going to investigate whether we can use Power BI to create a report that looks at all these criteria, but I'd be glad to hear from anyone else who has already looked into how to manage contact retention and has any advice.

    #CustomerEngagement
    #Admin
    #DataManagement

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    Martin Fletcher
    Engineer
    Ordnance Survey
    Southampton
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    Academy - Online Interactive Learning from Experts


  • 2.  RE: Contact retention policy process advice

    TOP CONTRIBUTOR
    Posted 23 days ago
    Hi @Martin Fletcher,

    PowerBI should be more up to the task of delivering a report based on your criteria.

    If you want a solution that will work directly in D365CE, you may be able to write some FetchXML (the XRMToolBox may be he​lpful here). You can often develop custom FetchXML outside of D365 and then import it as a view that provides more querying flexibility than available via the user interface.

    When you are ready to implement your compliance strategy, I recommend:

    1. Set the status to "Inactive" (i.e. Deactivate the contacts), and create a custom Status Reason value (such as "GDPR Compliance") and carefully QA your records for a while to be sure all filters are working correctly. - Since you cannot recover deleted files, I always like to see clients carefully setup and monitor before making the delete permanent.

    2. Use either a bulk delete process or a Power Automate process to delete the contacts set to "GDPR Compliance" when the time is right). Once you've set the status in item #1, you will no longer need complex filters to identify the records.


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    Geoff Ables
    Managing Partner
    C5 Insight
    Charlotte NC
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    Academy - Online Interactive Learning from Experts


  • 3.  RE: Contact retention policy process advice

    SILVER CONTRIBUTOR
    Posted 9 days ago

    Hi Martin

    Information rights, my fav subject :D There are multiple ways to do this and I have implemented various options. I've provided some rough notes on options and things to consider:

    The simplest is a Ready for Deletion (RfD) field - you will likely need one regardless it could be a option set or a date field.

    Any bulk delete jobs should then be run looking for this flag (or similar) - don't try and implement the retention rule logic in the bulk delete.

    You can manually, or using Power Automate run queries to set the RfD.

    There should be a break between setting RfD and the bulk delete (7 or 14 days)

    The RfD can also be used for manual deletions (oops i didn't mean to create that) it means you can remove the delete privilege and add a bogus delete button which simply sets the RfD.  Believe me, when you get the call for "Erm, I think I've just deleted 250 records" you will be glad of the deception.

    You could use a calculated field for the RfD although this would probably only work in simple situations, eg delete 2 years after last modified.

    An other option is to create a retention rule entity(RRE), in which you set the retention schedule, this means you do not need to define all the retention rules up front. You can then tag records with the retention rule, and (possibly with the use of calculated fields) work out when it should be deleted.

    Generally I have never had a requirement to apply retention to contacts on their own, ie the contact goes when the last related record goes. It comes across as a "just in case" retention which is not really compliant with GDPR. So I would possibly favour applying any retention rules to your cases and complaints, then updating orphaned contacts.

    The RRE could be tagged on cases on resolution, eg case type enquiry or complaint.

    Another thing to consider is which, if any, is the vital record to apply retention to. Eg it could be difficult to ensure all emails, cases and contacts records are deleted on the same day, so if the important part is for the contacts to be gone spot on 2 yrs after the last interaction, then you may have to start getting rid of the child records a few days before.

    Things get a bit more complicated where different departments are using contacts for different purposes, but it is just a case of building out the above points.

    Happy to chat further 

    Jamie 



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    Jamie Hirst
    https://thatqueer365guy.uk
    Functional Consultant
    Hirst Dynamics
    Stockport
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    Academy - Online Interactive Learning from Experts


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