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Some organizations have requirements to encrypt phone fields in the Salesforce
instance. This requires some changes in the CCAI Platform portal to allow
searching for these phone numbers. For information about conducting
searches for encrypted phone fields, see Enable exact search queries for encrypted phone fields.
Permissions
CC_Agent_App must be 1.38+ to enable encryption on standard properties.
Admin must have Manage Encryption Keys, Customize Application, View Setup
and Configuration, & Manage Certificates permissions in their role.
Enable encryption
To enable encryption in the Salesforce platform, follow these steps:
To create a new tenant secret, do the following. This is required to create
a deterministic tenant secret.
Go to Setup > Key Management.
Click Generate Tenant Secret.
Go to Encryption Settings > Deterministic Encryption, and click the
toggle to the on position.
To create a new Deterministic Tenant Secret, do the following:
Update settings to encrypt phone fields on the contact types.
In the phone field, select Deterministic. Probabilistic won't work
with exact searches. Exact searches are required to search for encrypted
phone numbers.
Click Apply. An email is generated that contains a summary of the
encryption settings. If any fields are invalid an explanation is included.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-29 UTC."],[],[],null,["# Enable encryption on standard properties\n\nSome organizations have requirements to encrypt phone fields in the Salesforce\ninstance. This requires some changes in the CCAI Platform portal to allow\nsearching for these phone numbers. For information about conducting\nsearches for encrypted phone fields, see [Enable exact search queries for encrypted phone fields](/contact-center/ccai-platform/docs/salesforce-exact-search-queries).\n\nPermissions\n-----------\n\n- **CC_Agent_App** must be 1.38+ to enable encryption on standard properties.\n\n- Admin must have **Manage Encryption Keys, Customize Application, View Setup\n and Configuration, \\& Manage Certificates** permissions in their role.\n\nEnable encryption\n-----------------\n\nTo enable encryption in the Salesforce platform, follow these steps:\n\n1. To create a new tenant secret, do the following. This is required to create\n a deterministic tenant secret.\n\n 1. Go to **Setup \\\u003e Key Management**.\n\n 2. Click **Generate Tenant Secret**.\n\n2. Go to **Encryption Settings \\\u003e Deterministic Encryption**, and click the\n toggle to the on position.\n\n3. To create a new **Deterministic Tenant Secret**, do the following:\n\n 1. Go to **Setup \\\u003e Key Management**.\n\n 2. Go to the **Fields (Deterministic)** tab.\n\n 3. Click **Generate Tenant Secret**.\n\n4. From **Setup** , in the **Quick Find** field, enter **Encryption Settings** ,\n and then select **Encryption Settings** . Only new data is affected by this\n setting change. To apply these settings retroactively, see\n [Synchronize Your Data Encryption with the Background Encryption\n Service](https://developer.salesforce.com/docs/atlas.en-us.securityImplGuide.meta/securityImplGuide/security_pe_mass_encryption.htm#security_pe_mass_encryption).\n\n5. Update settings to encrypt phone fields on the contact types.\n\n6. In the phone field, select **Deterministic** . **Probabilistic** won't work\n with exact searches. Exact searches are required to search for encrypted\n phone numbers.\n\n7. Click **Apply**. An email is generated that contains a summary of the\n encryption settings. If any fields are invalid an explanation is included.\n\n### Example email\n\nThe following is an example email. \n\n Encryption is now enabled on one or more fields.\n\n These fields use deterministic encryption:\n Contact: Phone, Home Phone, Other Phone\n\n Salesforce Shield Platform Encryption"]]
