The Retention module provides destruction rules for cases and emails messages. An administrator can set retention policies that will help organizations reduce their database size and be compliant with regional privacy laws.
The longer a solution runs, the more likely it is to accumulate data that is no longer relevant. For example, email records from two years ago are typically not important for an agent to know about when resolving active customer issues. Old data may eventually cause performance issues by consuming system resources and slowing down queries and reports.
Steps to configure
- On the top right, navigate to → ServiceJourney
- On the left, navigate to → Setup → Retention
- Click on the plus green button to add a new policy
- Fill out the form as appropriate
- Click Save
|Rule Name||Name of the retention policy|
|Active||Indicate if the retention policy is active or not|
|Description||Brief description of the retention policy|
|Case Type||Case Type code name where to apply the destruction rule. Example REQUEST.|
|Action||Select the action. Default options: Delete or Mark for Deletion|
|Value||Amount of retention increment.|
Unit of retention amount. Default options: Hours, Days, Weeks, Months, or Years.
|Basis||Indicate the basis from where to count the increment. Default options: Closed (date closed) or Last Modified (modified date)|
|REQUEST||Delete||90||Days||Closed||the destruction rule will Delete all the Request cases older than 90 Days of the Closed date|
|ENQUIRY||Mark for Deletion||6||Months||Last Modified||the destruction rule will Mark for Deletion all the Enquiry cases older than 3 Months of the Modified date|
|COMPLAINT||Delete||3||Years||Closed||the destruction rule will Delete all the Complaint cases older than 3 Years of the Closed date|