Guidelines
Following guidelines are recommended for ServiceMax customers:
• Customers are recommended to encrypt only relevant PII fields and not all the fields.
• Customers are recommended to identify all the PII fields carefully with due diligence before encrypting those fields.
• Customers can identify PII fields related to Customers, Technicians, Contact, Installed Base, and so on.
• Lookup fields cannot be encrypted.
• Customers can encrypt the identified PII fields and ensure that the encrypted fields are not breaking ServiceMax functionality, except those fields which are listed in the table above.
• Certain PII fields are not supported for Encryption-at-rest, as it is internally hardcoded to fetch information used within the ServiceMax package.
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There are challenges with data encrypted at rest and preserving Salesforce functionality. To balance security demands with customers’ functional requirements, Salesforce has defined a set of principles around platform encryption design and architecture. For more information, see Salesforce Shield Platform Encryption Architecture.
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