Is Zoomin being discontinued?

For a few months, I’ve been hearing rumors that Zoomin would be discontinued after its purchase by Salesforce.

I reached out to someone at Zoomin. They could not be quoted by name, but were permitted to issue the following statement:

“As part of our ongoing efforts to align our product strategy with the larger Salesforce portfolio and standardize on a common offering, it was decided that Salesforce will no longer be renewing contracts for Zoomin products. I want to emphasize this is an end of renewals, not an end of life or support for Zoomin current contracts. Salesforce is committed to honoring current agreements and will continue to provide uninterrupted service for our contracts. This strategic adjustment will allow us to focus our resources on delivering the most essential services effectively and develop the next agentic portal solution.”

First, I want to congratulate the Zoomin team. The company was sold to Salesforce for $450M (!!), according to industry coverage. (The official announcement does not disclose terms.)

Second, it appears that the strategic goal is to bring knowledge management into Salesforce. In August 2024, before the acquisition was announced, Salesforce wrote this:

“That’s one reason Salesforce partnered with Zoomin to launch Unified Knowledge, a powerful tool that integrates an organization’s knowledge data from disparate third-party systems — like SharePoint, Confluence, Google Drive, and company websites — into Salesforce.” 

This post aligns with the statement from my Zoomin contact:

“Zoomin’s domain expertise is playing an important role at Salesforce Data Cloud. We are rolling out the new Enterprise Knowledge for Data Cloud, allowing Salesforce customers to utilize the powerful capabilities of the Salesforce AI platform with enterprise content including documentation.”

So this is all very interesting, provided that you are a Salesforce customer, but it is a potential problem for existing Zoomin customers, especially non-Salesforce customers.

I reached out to another industry contact, a product documentation manager. This person also did not want to be quoted by name, but said the following:

“Yes, Zoomin will end renewals for the following products by September 1, 2025: the documentation portal, In-Product Help, Zoomin for Salesforce, Zoomin for ServiceNow, the API, and Headless solutions. I’m actively looking for a vendor that can do more than just replace functionality—a true partner who can help us deliver product content that meets our customers where they are.”

I also have an excerpt from the official notification:

“By September 1, 2025, Salesforce will be ending all renewals (EOR) for these Zoomin products. It’s important to note that this is an end of renewals, not an end of life or support. We will fully honor our existing commitments and continue to provide uninterrupted service until your current contract end date. 

In your case, if you sign the contract renewal, by the effective date of [sometime in 2025], we will fully support and maintain your deployment through the final expiration on [sometime in 2026].”

The upshot is that Zoomin customers will need to find another alternative. So what do you do? Your options are as follows:

• The “next agentic portal solution” from Salesforce with Zoomin input
• FluidTopics
• CCMS vendor portals
• A DIY solution?

If you are a current Zoomin customer, we’d love to hear from you. What’s your plan? Do you intend to migrate to another solution?

Reach out if you’d like to talk through your options!