Visual Remote Assistant (Salesforce)

Cargobull Parts & Services GmbH, Siemensstraße 49, 48341 Altenberge, is responsible for the processing of your personal data when using the AI-powered Visual Remote Assistant within the Partner Connect portal.

The Visual Remote Assistant is delivered through the PartnerConnect platform powered by Salesforce technology and serves as an additional way for authorized users to receive non-binding technical support via video, image, and/or audio transmission from our agents. Use requires prior acceptance of the applicable terms of use as well as registration within the PartnerConnect Portal.

Communication via the Visual Remote Assistant takes place within the Salesforce-based solution used. Salesforce (Salesforce, Inc. and, if applicable, affiliated companies) acts as our processor on the basis of a Data Processing Addendum in accordance with Art. 28 GDPR.
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We use the Visual Remote Assistant to provide authorized service partners with an additional option for technical support for repair, maintenance and service work within the framework of the existing user or contractual relationship. In particular, the processing serves to:

• provide service partners with non-binding technical support via video, image and/or audio transmission as supplementary assistance for the independent execution of repair, maintenance and service work,
• to transmit technical assessments, notices of possible malfunctions, repair instructions and comparable technical information as part of a support operation,
• enable quality assurance and follow-up of support cases with regard to processing internally,
• to support a transfer and processing within the responsible support units, in particular through First Level Support and Second Level Support,
• to use transmitted content for documentation, quality assurance and training purposes,
• as well as the assertion, exercise or defence of one's own rights and the protection or prosecution of the rights of third parties.

With the use of the Visual Remote Assistant, there is no automated decision-making with legal or similarly significant effects on data subjects.

If you use the Visual Remote Assistant as a registered user, the following personal data in particular will be processed within the Salesforce-based solution:

• Master data that you have stored for portal access: first and last name, company/service partner, function/role, user ID,
• Usage, communication and session data in connection with the support process: time of the request, duration of use, users involved, technical connection data, log and case data,
• Image data, in particular photos, still images or other visual content that is transmitted, created or stored in the context of the support case,
• Video data, insofar as a video connection is used or a video call is recorded in the course of use,
• Audio data, insofar as a voice/video connection is used or a video recording with sound is made in the course of use,
• Documentation data, in particular notes, case-related explanations and other information stored in the respective Salesforce case.
  
   

By default, in connection with the Visual Remote Assistant, the documentation data, photos, still images and other case-related content required for the support case are stored in the respective Salesforce case.

If further visual content or session components are stored in the respective case during a session, this is done on a case-by-case basis in connection with the use of the Visual Remote Assistant and the processing of the support case. If a video call or other session content with audio is stored in individual cases, the associated audio data is regularly processed in addition to the image data.

The content-related inquiries to the Visual Remote Assistant typically concern technical or support-related issues. It is not intended to process special categories of personal data (e.g. health data) or other sensitive information. Please do not disclose sensitive personal data in image, video or audio transmissions and limit the recording area to what is necessary for the respective support case.

The legal basis for the processing of your data in connection with the use of the Visual Remote Assistant is Art. 6 (1) (b) GDPR, insofar as the processing is necessary for the execution of the user relationship and for the provision of the associated support and assistance services within the framework of the PartnerConnect Portal.

If users provide additional personal data in the context of a support case that is not absolutely necessary for the specific processing, the processing of this data is carried out on the basis of Art. 6 (1) (f) GDPR. Our legitimate interest consists in the complete, comprehensible and quality-assured processing of support procedures and, if necessary, in the assertion, exercise or defence of rights.

If, in an individual case, a video call is started and recorded by a support employee via the recording function provided in the Visual Remote Assistant, so that the resulting audio and video content remains stored in the system, this processing is carried out on the basis of a previously obtained consent of the data subject in accordance with Art. 6 (1) (a) GDPR. Consent is obtained before the start of the video call. If no consent is given, the video call will not be recorded. A given consent can be revoked at any time with effect for the future.
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Within our company, only those departments that are involved in processing the respective support case have access to the data stored in the respective Salesforce case.

Processing on the Salesforce platform is carried out by Salesforce as a processor and by the sub-processors (sub-processors) used by Salesforce. An up-to-date list of subprocessors and their locations is available from Salesforce under https://www.salesforce.com/company/legal/trust-and-compliance-documentation/ .

The processing described may involve the transfer of personal data to third countries, in particular the USA. These transfers are made on the basis of suitable safeguards within the meaning of Art. 44 et seq. GDPR, in particular on the basis of the EU-US Data Privacy Framework and its extensions or the EU Standard Contractual Clauses (SCC), as regulated in the contract for order processing concluded with Salesforce in accordance with Art. 28 GDPR.

Personal data in connection with the use of the Visual Remote Assistant, in particular the documentation data, photos, image files and, if applicable, stored audio or video data stored in the respective Salesforce case, are generally stored for the duration of the customer relationship. After the end of the customer relationship, storage is currently carried out for a further period of 3 years. Personal data will then be deleted, unless statutory retention obligations, legitimate reasons for longer storage or ongoing or imminent legal disputes make further storage necessary.

The data you enter, as well as your own customer data, is not used to train AI models.
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The rights of data subjects (e.g. information, correction, deletion, objection) set out in our data protection declaration for the PartnerConnect platform (Privacy Policy (DSE) Cargobull PartnerConnect and MyCargobull) apply to this processing. In particular, you can object to processing on the basis of Art. 6 (1) (f) GDPR for reasons arising from your particular situation. In this case, we will review your objection and no longer process the data, unless there are compelling reasons to the contrary.
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You can find this and other information on data protection when using the Partner Connect portal, among other things, under Data Protection Declaration (DSE) Cargobull PartnerConnect and MyCargobull.