# Integrating Zoomin with Salesforce Zoomin is unstructured knowledge. A document is not a golden record. The failure is an answer from a document the reader is not allowed to see. **Published:** 2026-06-16 **Canonical:** https://synconai.com/integrating-zoomin-with-salesforce **Author:** SynconAI Architecture Team ## In short Integrating Zoomin with Salesforce means naming unstructured knowledge as the system, the document the answer comes from, and the failure when that answer uses a document the reader is not allowed to see. The acquisition completed on 1 November 2024. A document is not a golden record. Data Cloud was renamed Data 360 on 14 October 2025. This page names no connector and no current screen. ## Sources - **Salesforce Signs Definitive Agreement to Acquire Zoomin** (retrieved 2024-11-01) https://www.salesforce.com/news/stories/salesforce-signs-definitive-agreement-to-acquire-zoomin/ > Salesforce completed its acquisition of Zoomin on November 1, 2024. ## What to take away - The system is unstructured knowledge. The object is the document. The failure is an answer from a document the reader may not see. - A document is not a golden record of the customer. Do not draw it as one. - Data Cloud was renamed Data 360 on 14 October 2025. Say the name you mean. - Salesforce completed the acquisition on 1 November 2024. Scope and ownership sit on the two linked pages. ## The guide A knowledge owner draws a pile of documents, a customer, and an arrow labelled answer. The arrow does not say which document was used, or whether that reader was allowed to open it. The room nods. The drawing is a poster. An integration names the system, the object, and the failure when the call does not land. The system is unstructured knowledge. The object is the document. The failure is an answer from a document the reader is not allowed to see. Zoomin manages unstructured knowledge. Salesforce completed the acquisition on 1 November 2024. The work is about documents, articles, and the other files a company already wrote. It is not a project to mint a single perfect customer record. A document is not a golden record. It is a file with an author, a date, and a set of people who may read it. The only sentence this page quotes from the announcement is the completion line. "Salesforce completed its acquisition of Zoomin on November 1, 2024." ## The system is the document set Unstructured knowledge means the words live in documents, not in a neat column you already trust. A policy PDF. A release note. A procedure a specialist wrote. A thread someone exported. Each file can be useful. None of them becomes true just because an answer cited it. The system you integrate is that set, plus the rule for which files are in bounds. Name the libraries you mean. The support site. The internal procedure store. The product manual. Leave out the drive that holds drafts, compensation, and legal advice, unless a named owner has put a specific file in bounds. "All documents" is not a system. It is how an answer quotes a file the reader should never have seen. Each file needs an owner who can say it is current. A file with no owner will be cited after it is wrong. The integration does not fix staleness by itself. It only has to refuse a file you have marked out of date, and it has to show which file it used. If it cannot show the file, you cannot tell a good answer from a leak. Data Cloud was renamed Data 360 on 14 October 2025. Use Data 360 when you mean the product as it is named now. Older notes will still say Data Cloud. The rename is a name. It does not turn a document into a golden record, and it does not grant a reader a file they could not open before. [Zoomin and knowledge](/zoomin-agentforce-knowledge) is where you scope sources and owners. This page is the permission landing. ## The object is the document, not a golden record The call lands when the answer points at a document the reader may open, and the record of the answer stores that pointer. The object is the document. A customer profile, a unified view, or a slide that says golden record is a different object. Do not draw them as the same box. Identity work can sit beside knowledge. It is not what this integration delivers. Write the pointer in words your service team already uses. Title. Location. The date the owner says it is current. The audience: customer, partner, or employee. If the answer cannot carry those four, it has not landed. A fluent paragraph with no source is a guess. A guess that happens to be right is still not an integration, because the next reader cannot check it. Do not create a shadow copy of every file inside a Case comment. The comment should cite the document, not become a second uncontrolled copy. A pasted copy goes stale on the day the owner edits the original. The landing is a reference, plus enough text for the reader to do the next step. The file remains the file. A golden record, in the casual sense people use in workshops, means one winning row for the customer. Documents do not vote, and they do not override the account, the contact, or the order. If two documents disagree, the answer should say so or stay quiet. It should not pick a winner and call the winner the customer. That pick is how unstructured text pretends to be a system of record. ## The failure is a document the reader may not see The reader asks a question. The answer is correct and specific. The sentence came from a document that reader is not allowed to open. They cannot click through. Or they can, and they should not have been able to. Both shapes are the failure. An answer from a document the reader is not allowed to see is a permission defect, even when the words are true. Write the reader before you write the corpus. A customer on a public site. A partner with a login. An employee in a named role. A support agent on a Case. Each reader has a different allowed set. A diagram with one corpus and four readers will serve the internal procedure to the customer the first time the words overlap. Overlap is normal. Policy language and customer language share nouns. Sharing nouns is not sharing permission. The test is simple. Take the answer. Open the cited document as that reader, not as an administrator. If the open fails, the answer should not have been given. If the open succeeds and your policy says it should not, the index is too wide. Fix the set. Do not ask the model to remember a secret. A secret in a prompt is not a permission. The same failure hides inside a summary. The answer does not link the file, but it restates a sentence from a restricted procedure. The reader still received the content. Treat a close paraphrase of a forbidden document as the same miss. The integration has to filter before the words are formed, using the reader's identity, not after a person notices the leak. Employees are readers too. An engineer who may see a draft, and a new hire who may not, are different. If both use the same assistant with the same index, you have chosen the wider permission. Write that choice down. A choice you did not write will be the wide one, because wide answers look more helpful in a demo. ## What the diagram has to show System: the document set, with owners and audiences. Object: the document the answer cites. Failure: an answer from a document the reader is not allowed to see. You may name Data 360 if that is where you intend to ground the work, and you should use that name. You may not draw a golden record as the output. You may not invent a connector, a price, a daily cap, or a current screen. The source does not give them. | Name on the diagram | What you write | A poster instead | | --- | --- | --- | | System | The libraries in bounds, and who owns each | A pile of files with no audience | | Object | The document cited, with title, date, and audience | A golden record box | | Failure | An answer from a document this reader may not open | A fluent paragraph with no source | | Reader | Customer, partner, or employee, named | One index for everyone | | Out of diagram | Connector name, screen, price, cap | A logo where the permission should be | Say the three names. If the sentence becomes "Zoomin answers questions", you have a poster. [What happened to Zoomin](/what-happened-to-zoomin) holds the date and the ownership. It does not list your libraries. Your libraries are the diagram. ## What you refuse to invent A connector name would suggest a package joins documents to answers. The source does not name one. The join you can specify is: this reader, these libraries, this citation on the answer. Build choices inside your org come after that sentence. They do not replace it. A current screen of a knowledge product would date badly, and it may not match the org. Describe the citation the reader sees. A partner can open your org with you. They should not arrive with a menu from a slide. Do not publish a price or a cap. How many documents you index is a count you make. How many questions a day you expect is a band you measure. Neither number is a fact this page can take from the announcement. Do not call the indexed text a profile of the customer. That sentence is the golden-record mistake. Keep account data in the objects you already govern. Keep documents as documents. An answer may use both, and it must say which part came from which. A blended paragraph hides the permission boundary. ## How you test that the call landed Pick one reader. A customer is the strictest pilot. Ask a question you know is answered in a public article. The reply should cite that article, and the customer should be able to open it. Then ask a question you know is answered only in an internal procedure. The reply should not contain that procedure. If it does, the test failed, even if the words would have helped an employee. Repeat the internal question as an employee who is allowed to see the file. The reply may cite it, and that employee should be able to open it. If the employee cannot open it, you cited a ghost. A ghost is not a landing. Log the document id, the reader type, and whether the open worked. Ten rows are enough to see a pattern. A pattern means the set is wrong. A single miss on a sensitive file means you stop the pilot for that reader until the set is cut back. Helpfulness is not a reason to leave the file in. ::: warn An answer from a document the reader is not allowed to see is the failure. A document is not a golden record. Data Cloud was renamed Data 360 on 14 October 2025. Do not invent a connector, a screen, a price, or a cap. ::: When the customer pilot only cites files the customer can open, add a second reader. Do not add the second reader by widening the first index. Build the allowed set again. The failure returns the moment two readers share an index you did not mean to share. The implementation page is where you list sources, owners, and the hours editors spend. This page only insists that the answer and the permission are the same fact. A partner who demos an answer and cannot open the file as the reader has not shown an integration. They have shown a poster. ## A citation the queue can check Service will meet this integration on a Case. The customer asked a question. The reply cited a document. The agent on the queue should be able to open that document with the same permission the customer had, or with a clearly wider internal permission you have written down. If the agent cannot tell which permission was used, they cannot defend the reply. Put the reader type on the Case note next to the citation. "Customer, public article, title, date" is enough. A note that says "the assistant knew" is not a landing. Do this for one afternoon of real questions, names removed if policy requires it. You are looking for a citation the customer could not open, and for an answer with no citation at all. Both fail. The first is the permission failure. The second is a fluent guess. Count them separately. A combined satisfaction score will hide both. Editors need a way to pull a file out of bounds the same day they unpublish it. If the index keeps the old file until a weekly job, write that delay on the diagram. A delay is a choice. An unstated delay is how a retired procedure keeps answering. The owner of the file and the owner of the index have to be in the same sentence. If they are different teams, name both. A document nobody can withdraw is not under control, and an answer from it will outlive the decision to hide it. ## Questions ### What system does a Zoomin Salesforce integration have to name? The document set that is in bounds: which libraries, who owns each file, and which reader may see it. Unstructured knowledge is that set. The acquisition completed on 1 November 2024. All documents is not a system. ### Is the document a golden record? No. A document is a file with an author, a date, and an audience. It does not override the account, the contact, or the order. Data Cloud was renamed Data 360 on 14 October 2025. The new name does not turn a file into a golden record. ### What fails when the reader cannot see the document? The answer used a file that reader must not open, or it restated the file without a link. Both are the same miss. Test by opening the cited document as that reader, not as an administrator. If the open fails, the answer should not have been given. ### Does this page name a Zoomin connector? No. The cited announcement does not give a connector name, a current screen, a price, or a daily cap. The diagram is the reader, the libraries, and the citation. A logo is not that diagram. ### Where should we read scope and ownership for Zoomin? List sources and owners on the knowledge implementation page. Read the completion date and ownership on the what-happened page. This page is the landing: the document, the reader, and the answer they are not allowed to see. --- SynconAI is a Salesforce Select Partner and an OpenAI Select Partner, delivering architect-led Salesforce and AI programmes across the United States and Australia. Related service: Data 360 (https://synconai.com/salesforce-data-360-services.html).