Securing access and addressing privacy
As a case business analyst or administrator, you can provide access permissions to cases, documents, and user information. You can protect personal and sensitive data of users that is available in the cases. You can protect the privacy of case agents who interact with the users through chat conversations or comments.
The following table lists the different actions that you can take to ensure data security and address privacy:
Provide default case access to support groups based on the field values of company, flowset, case category tiers, priority, and so on.
|Configuring default access for cases|
|Add documents to the document library so that the documents are stored in a single location. After adding a document, you can provide read access to the document.||Adding and granting access to attachment documents|
|Address the personal data protection and privacy requirements that are associated with the General Data Protection Regulation (GDPR).||Addressing data privacy requests in BMC Helix Business Workflows|
|Define users' sensitive information as confidential data and restrict access to the confidential data.||Designating case data as confidential|
|Enable the identity validation feature to verify a requester's identity before case agents create cases.||Enabling requester identity validation|
Anonymize agent names in comments that are added from BMC Helix Business Workflows to BMC Helix Digital Workplace Advanced requests and in the chat conversations that occur through Live Chat.
|Anonymizing agent names to ensure agents privacy|
|Protect privacy of case agents by hiding the case view counts.||Hiding case view counts from activity notes for privacy|