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
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
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