This guide is intended for informational purposes only and does not constitute legal advice. While every effort has been made to ensure the accuracy of the information provided, it is recommended that you consult with a qualified legal professional to ensure compliance with all applicable laws and regulations.
In this customer service use case, businesses handle customer complaints by analyzing real user monitoring (RUM) data.
This data is crucial for identifying affected sessions and resolving issues efficiently. At the same time, companies must ensure that access to personal data is restricted only to authorized personnel. When using Dynatrace to monitor user sessions, data can be leveraged to streamline complaint resolution and enhance customer satisfaction.
As a help desk manager for a large fashion online retailer, your primary responsibility is to quickly address and resolve customer complaints (for example, “My order didn’t go through” or “Wrong merchandise”). You can leverage user identifiers (specifically, customer email addresses) to link sessions with particular users. However, it’s crucial to ensure that your team can efficiently locate the relevant sessions without accessing unnecessary personal or sensitive information that is irrelevant to your task.
| Data type | Eligible for collection | Actions/mitigation | Learn more |
|---|---|---|---|
Email address | Yes | By default, all sessions are anonymized. Email addresses can be configured to be used as user identifier fields. They would then be captured but masked on read. Only users with access to builtin-sensitive-user-events-and-sessions fieldset are able to view them. | |
IP addresses | No | No action needed. IP addresses are masked by default | |
Credit card1 | No | Captured URI may contain personal or financial data. Turn on Mask personal data in URIs to mask personal data, such as credit card information in URIs, headers, exception messages, and data captured for request attributes at ingest. | |
Shipping address | No | Captured URI may contain personal or financial data. Turn on Mask personal data in URIs to mask personal data, such as shipping address in query parameters at ingest. | |
Password | No | User input is not captured. | |
Products viewed and bought | Yes | Dynatrace captures a user journey. The user journey can only be linked to a person with applied user identifiers. |
SaaS customers should not ingest restricted information such as credit card data into Dynatrace. For details, see the Dynatrace Subscription Agreement.
Privacy configuration needs to be set up for each frontend individually. Currently, RUM stores data in both Dynatrace Classic and Latest Dynatrace (double storage). Privacy settings are linked, meaning that configuration applied to one frontend will affect both datasets. However, permissions for accessing data may differ between Dynatrace Classic and Latest Dynatrace. For details, see Permissions in Grail and New RUM Experience permissions.