Front Customer Support DLP

Detect & Mask (Redact) Sensitive Front Messages - Front Customer Support DLP (Data Loss Prevention)

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Table of Contents

TL;DR: What is Strac and How Does it Help with Front Customer Support?

Front revolutionized team collaboration by combining various communication channels into a single platform. But with this, comes the risk of exposing sensitive data.
Strac Front App is a DLP solution designed to identify and redact sensitive conversations happening in Front.
Strac Front DLP will obscure sensitive conversations and prevent sharing with unauthorized team members or channels.
Companies can configure sensitive data components for Strac to scan, monitor, and receive reports on conversation access.
Dive into Strac's comprehensive list of sensitive data components here.

The Challenge of Protecting Sensitive Data in Front Customer Support

Given Front's capability to integrate multiple channels, it's common for customers to share personal information (PII or PHI) via various means, be it email, SMS, or social media channels.

Data Breaches: Sharing personal information over channels like Front can lead to inadvertent data exposure. Front's wide acceptance in various industries makes it a potential target.
Insider Threats: As Front consolidates various communication channels, there's a risk of employees either accidentally or with malintent sharing sensitive information with unauthorized parties or channels.
Compliance: With increasing scrutiny on data protection, companies using Front must ensure that they comply with regulations like PCI DSS, GDPR, CCPA, and other regional data protection laws.

How Strac's Front DLP Address Concerns of Front Customer Support?

Strac Front DLP is a cutting-edge Data Loss Prevention (DLP) solution tailored for the unique environment of Front.

Identifying Sensitive Conversations: The Strac Front DLP will flag sensitive conversations happening across the Front platform. Activate Strac to receive reports on potentially risky shares or mentions.
Redacting Conversations: While Front is designed for open collaboration, Strac ensures that sensitive conversations are obscured but accessible by authorized personnel through the Strac UI Vault.
Controlling Sharing: With Strac, companies can prevent sharing sensitive data with unauthorized team members or external channels. With Strac, companies can prevent unauthorized access to sensitive customer support data in Front. For example, a shared message or document within Front can be sent further only with the data owner's consent.
Custom Data Protection: Businesses can define a set of sensitive data components for Strac to monitor in Front – be it credit card details, API keys, or personal identifiers. Comprehensive reports are available for Compliance, Risk, and Security teams, detailing who accessed which conversations and when.
Comprehensive Data Components: Strac comes pre-loaded with a range of sensitive data components that it automatically detects and masks in Front. Delve deeper into this exhaustive list here.
Support for all mail providers: Since Front works with all email providers, Strac also works with all email providers like Office 365, Gmail, IMAP.

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Sharepoint DLP Use Cases

Practical Scenario

A hospital’s billing and administrative teams use SharePoint Online to store patient invoices, medical reports, and insurance forms. While collaborating with external insurance providers, a staff member accidentally updates the permissions on a SharePoint document library to “Anyone with the link,” exposing potentially thousands of patient files containing PHI.

How Strac's Sharepoint DLP Helps

Continuous Data Discovery: Strac automatically scans existing and newly uploaded documents, identifying PHI (e.g., medical record numbers, Social Security Numbers).
Classification & Labeling: Once identified, files are labeled (e.g., “HIPAA Sensitive”), ensuring that administrators know which documents require the highest level of protection.
Visibility into Access: Strac provides real-time insight into who has access to these sensitive documents. Administrators can instantly see if unauthorized users or broad groups have viewing rights.
Revoke Public Links: If a file is publicly accessible, Strac immediately revokes those links and restores restricted access.
Alerts & Quarantines: When someone attempts to share PHI externally, Strac can alert admins, quarantine the file for review, or completely block the action.
Audit-Ready Reports: All actions are logged, enabling quick incident response and demonstrating HIPAA compliance for audits.

Practical Scenario

A mid-sized investment firm uses SharePoint to collaborate on various client files, including:

Credit card statements (subject to PCI-DSS)
ID documents (Driver’s Licenses, Passports, etc.) used for KYC (Know Your Customer) verification
Banking information such as account and routing numbers

An associate accidentally shares a SharePoint folder containing these files with a newly onboarded client who does not require access to all confidential documents. This folder is also accessible to several internal teams outside the immediate project, creating multiple potential exposure points.

How Strac's Sharepoint DLP Helps

Comprehensive Data Discovery: Strac scans both existing and newly uploaded documents in SharePoint for sensitive information such as credit card numbers, bank account details, and ID documents (Driver’s License, Passport formats).
Classification & Automated Labeling: Once identified, Strac applies meaningful labels (e.g., “PCI-DSS Sensitive,” “PII – ID Documents,” “Banking Info”) to ensure these files stand out and are subject to stricter security rules.
Visibility into Access: Strac provides an immediate view of who currently has access to these sensitive files. This allows admins to spot situations where external clients or internal teams unnecessarily have permissions.
Public Access Revocation: If a labeled document (e.g., containing card data or ID scans) is found to be publicly shared or too broadly accessible, Strac automatically revokes these links or permissions, aligning access with the principle of least privilege.
Alerts, Quarantines, and Blocks: When a user attempts to share a labeled document with outside domains—or with an entire department—Strac alerts administrators or quarantines/blocks the file share, depending on policy settings.
In cases where the share is intentional but needs review, admins can approve or deny the request within Strac’s dashboard.
Audit & Compliance: Every sharing event, label assignment, and access revocation is logged, creating a detailed audit trail. This helps demonstrate compliance with PCI-DSS, KYC, AML, and other regulatory requirements.
Automatic reporting simplifies any regulatory or internal compliance audit, reducing the administrative burden on security and compliance teams.

Practical Scenario

A software company keeps source code, product roadmaps, and design specs in SharePoint. Several teams—including external contractors—use the same SharePoint site. A developer accidentally grants a large group, including some non-disclosure–exempt contractors, access to a folder containing patent-pending code.

How Strac's Sharepoint DLP Helps

Holistic File Scanning: Strac inspects documents, PDFs, and archives for code snippets, system designs, and proprietary business terms to detect potential IP.
Intelligent Labeling: Documents identified as containing IP or trade secrets are automatically classified (e.g., “Proprietary IP”), reinforcing the need for restricted sharing.
Real-Time Access Insights: With Strac, administrators can instantly see who has access to IP-tagged files, enabling them to remove unauthorized users or reduce permission scopes.
Immediate Link Removal: If a contractor or external partner is mistakenly granted access to IP, Strac revokes public or unauthorized sharing before the files can be downloaded.
Alerts & Blocking: Strac’s policies can be configured to alert security teams or block external sharing attempts for files containing proprietary content.
Incident Response & Auditing: Detailed logs of every share request, label change, and access revocation aid in quick incident resolution and help prove due diligence if legal issues arise.