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Data Subject Requests

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This feature requires a Trial Agreement to be signed between your company and Genesys. Please refer to the Trial Agreement for further details.

This tool is provided on a trial basis and access may be removed at any time.  SPC Portal tools are designed to show how Genesys Cloud APIs and related resources may be leveraged to create enhanced services by our customer and partners.

Introduction​

The Data Subject Requests tool is a comprehensive solution designed to help you navigate GDPR compliance requirements within your Genesys Cloud organization. It provides both a practical environment for conducting real GDPR operations and a simulated environment for training and testing, empowering your organization to efficiently respond to data subject rights requests while ensuring regulatory compliance.

With an intuitive interface and streamlined workflows, the Data Subject Requests tool simplifies the often complex process of handling GDPR-related operations, from data access requests to data erasure and portability requirements.

Real GDPR API Operations

Perform actual GDPR operations within your Genesys Cloud environment.

Simulation Mode

Test and practice GDPR workflows without impacting real data.

Subject Management

Easily search and identify data subjects across your organization.

Request Management

Easily manage and process various request types (export, delete, update) related to data subjects.

Step-by-Step Guidance

Clear workflows guide users through each stage of the GDPR process.

Compliance Documentation

Generate records of completed requests for audit purposes.

Benefits​

By implementing the Data Subject Requests tool, your organization can:

  • Streamline GDPR compliance processes with minimal administrative overhead
  • Reduce response time for data subject requests
  • Minimize risk of regulatory non-compliance and associated penalties
  • Build trust with customers by demonstrating commitment to data privacy
  • Train staff on GDPR procedures in a safe, simulated environment
  • Maintain comprehensive records of data subject request handling

Setup and Installation​

  • Navigate to the Data Subject Requests section in the SPC Portal
  • The system will check if your account has the required permissions
  • On first use, a free trial period is automatically activated
  • The necessary OAuth client will be created in your Genesys Cloud organization
  • Follow the on-screen instructions to complete the setup process

Usage​

Create a new request
  1. Navigate to the Data Subject Requests dashboard
  2. Click "New Request" to initiate the process
  3. Search for a subject using name, email, or other identifiers
  4. Select the subject from the search results
  5. Choose the request type (export, delete, update)
  6. Complete any additional information required for the specific request type
  7. Submit the request to begin processing
Manage existing requests
  1. View all requests in the dashboard with their current status
  2. Filter requests by type, status, or date
  3. Select individual requests to view detailed information
  4. Download any exported data (for export requests)
  5. View completion status and timestamps for all processing steps
Use the Simulation Mode

When learning the system or training staff:

  1. Toggle the "Use Real API" switch to OFF before creating requests
  2. Practice all functions without affecting actual data
  3. Simulation mode provides identical workflow but only mimics API calls

How It Works​

The Data Subject Requests tool integrates with Genesys Cloud's GDPR APIs to provide a seamless experience:

  • Subject Identification: The tool searches for subjects across Genesys Cloud using identifiers like user ID, email, or name
  • Request Submission: Selected request types are processed through appropriate GDPR API endpoints
  • Processing: The system handles the request, which may include:
    • Collecting all relevant user data (for export requests)
    • Removing specified user data (for deletion requests)
    • Updating user information (for update requests)
  • Completion: Results are presented to the user with appropriate documentation
  • Record Keeping: All actions are logged for compliance and audit purposes

All operations are executed with appropriate security controls and audit trails to maintain compliance with GDPR requirements.

Troubleshooting​

If you encounter issues with Data Subject Requests:

  • Verify you have the required permissions for OAuth client creation
  • Check that the OAuth client was created successfully in your Genesys Cloud admin settings
  • Review any error messages in the interface for specific API connectivity issues
  • Ensure your Genesys Cloud organization is accessible from your current network
  • Try refreshing your browser or clearing cache if the interface appears unresponsive
  • Contact support at spc.portal@genesys.com for assistance with persistent issues

Next Steps​

After implementing the Data Subject Requests tool:

  1. Train your privacy and support teams on using the tool effectively
  2. Create internal processes for handling different types of data subject requests
  3. Document your GDPR compliance procedures incorporating this tool
  4. Regularly test your response capabilities using the simulation mode
  5. Monitor request completion times to ensure they meet regulatory requirements
  6. Consider implementing additional privacy tools from the SPC Portal to enhance your overall compliance posture