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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Have you implemented G...
Customer experience | Sales, Customer Insights,...
Active Discussion

Have you implemented GDPR for D365 Marketing?

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Posted on by Stephani 2

Hi!  We have a customer who is interested in speaking to another customer who has implemented GDPR for D365 Marketing.  Have you done this and are you willing to talk with us?  Sample questions:

1. What did you learn?

2. What works well?

3. What doesn't work well?

4. Do you have any advice?

This customer is a global consulting firm with expertise in construction, environmental health & safety, equipment, forensic architecture & engineering, water & fire restoration, and forensic accounting & economics.

  • Community Member Profile Picture
    Community Member on at

    Yes, 

    1. It is very important to clearly define the 'rules'. The levels of consents for example are just a guideline by Microsoft. Make sure that every marketing and sales person in the organization understands what these levels mean to avoid confusion/mistakes. We didn't want(allowed) to ever use profiling for example, this means that marketing automation users should be very up to date with what profiling is. It also showed us how important data quality is. Existing customers start at a higher level (2), so the lifecycle stage/relationship type fields should be correct, but we quickly noticed this wasn't the case. 

    2. The automatic logging works well. Everytime you change the level of consent, a new record is created with a date/owner in the view on a contact form. By making this clearly visibile on the forms, marketing & sales people hopefully became more aware of the importance of gdpr, but in the end what worked best was still to talk frequently about what you can & can't do. 

    3. There is still a lot of customization necessary. You normally want to set the level of consent based on the information on a marketing form (the checkbox everybody knows). However, to ask your potential customers to select a level between 1 and 5 off course wouldn't work. So this meant having an invisible option set on the form with a default value in case somebody clicked on 'agree'. (so this requires adjusting forms, scripting or creating workflows). Also, make sure to add a 'description' field to the gdpr forms. When important data, you not only want to set the consent level, but also write down what the legal basis for this import was (existing customers from mailchimp for example). And if a sales person wants to change the consent level based on a phone call/talk at an event, he should be able to write down why he changed the consent level. 

    4. It is a very important topic and people are becoming more aware of it, but also make sure that people really understand it.

    Good luck ;) 

  • Hacer Profile Picture
    Hacer 10 on at

    I agree with your statements. Did the hierarchical consent levels always fit? The profiling consent could be given without giving consent for marketing. In this specific case, setting the minimum consent level to 5 (profiling) could not exactly represent the choice of the contact. Removing level 4 (marketing) from the option set available values could anyway not fit for contacts that want to give marketing consent.

  • Nagaraju_Matta Profile Picture
    Nagaraju_Matta 171 on at
    Hi Team,

    I'd like to revive this discussion and gather more insights from those who have implemented GDPR compliance using Dynamics 365 Customer Insights (Data and Journeys).

    I'm currently working through GDPR-related requirements in a live implementation and would appreciate hearing how others have approached similar challenges in production environments.

    Some areas I'm particularly interested in:

    Data Processor & Cross-Border Compliance

    • When unified customer profiles are synchronized from D365 Customer Insights to third-party SaaS platforms via APIs, how are organizations handling processor relationships and Data Processing Agreements (DPAs)?

    • For organizations operating across multiple jurisdictions (e.g., GDPR and India's DPDP Act 2023), how are you managing compliance requirements when customer data is synchronized to external systems?

    • Are there any practical lessons learned around data residency, cross-border transfers, or downstream processor management?

    Consent Management

    • During migrations from legacy systems (POS, eCommerce, CRM, etc.), what strategies have worked well for preserving historical consent states and evidence?

    • How are teams modeling channel-specific consent (Email, SMS, WhatsApp, Push, etc.) within Customer Insights - Journeys?

    • When a customer withdraws consent during an active journey, what has been your experience regarding suppression, segment refreshes, and communication stoppage?

    I'm especially interested in real-world implementation experiences, governance models, pitfalls to avoid, and any recommendations that have worked well in practice.

    Looking forward to learning from the community.

    Thanks,
    Nagaraju Matta

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