Data Cloud unlocks the full value of your data across the enterprise to deliver a unified and trusted view of the customer that’s deeply unified with the Salesforce Platform and actionable against all front-office applications. Today, we’re excited to introduce Enterprise Knowledge powered by Data Cloud, a suite of new unstructured capabilities that enable organizations to unlock, connect, and activate a wider variety of unstructured data in Agentforce — at scale. With access to all your organization’s knowledge, Agentforce can now deliver richer, more trusted and accurate responses, every time.
Why agentic AI struggles with unstructured data
Agentic AI is poised to transform digital labor and how digital work gets done. To deliver on its potential, it needs access to the full picture of your customers, organization and products. However, according to IDC, nearly 90% of enterprise data is unstructured and locked in silos. This data includes both enterprise knowledge that is intentionally created and curated such as manuals, guides, documentation, policies, KB articles, and informal data that arises organically like emails, reviews, and chat transcripts.
Unlike structured data, this enterprise knowledge lacks a consistent format and is scattered across disconnected systems, making it difficult for AI to parse, connect, and understand without heavy preprocessing.
Without easy, scalable access to this data, AI operates with limited visibility into products, service, and customers, often generating responses based on incomplete or inaccurate context as a consequence.
How Enterprise Knowledge unlocks unstructured data at scale
Enterprise Knowledge powered by Data Cloud is a powerful suite of unstructured data capabilities that connects and processes your organization’s enterprise knowledge across various sites and systems and activates it in Agentforce. These capabilities are the first milestone in integrating Zoomin’s technology to augment Data Cloud’s unstructured data pipeline post-acquisition. As a result, organizations can now:
- Build deeper trust with customers by enabling Agentforce to deliver accurate and trusted answers rooted in your organization’s most up-to-date, complete, and authoritative information.
- Ensure AI responses are always up to date as any updates, changes, or deletions made in the unstructured source files are promptly synced to Data Cloud.
- Streamline efficiency by getting new unstructured sources up and running in minutes. The previously time and resource-intensive process of manually setting up connections is replaced by incredibly easy-to-set-up, scalable, and continuously syncing out-of-the-box connectors.
“Unlocking enterprise knowledge is essential to getting trusted responses and driving greater efficiency in our Unity Grow support organization.” says Yahel Yosef, Director of Business Applications at Unity. “We envision our AI agents not just providing answers, but proactively understanding and anticipating customer needs, transforming our support into a truly personalized and predictive experience that reinforces Unity’s commitment to our users.”
Diving deeper into Enterprise Knowledge
Here is how Enterprise Knowledge powered by Data Cloud helps you unlock a wide variety of unstructured data at scale:
- Connect and unify disparate data: Use out-of-the-box unstructured data connectors to unlock and activate data from external systems. Built to handle continuous updates, these connectors plug directly into external systems, reducing connection time from days to minutes and eliminating duplicated data storage costs. Organizations can get started today with connectors to Zendesk, Google Drive, and Sharepoint. In future releases, Data Cloud will support dozens of out-of-the-box unstructured data connectors to help organizations unlock and access unstructured knowledge wherever it lives (Connectors to be continually released starting Summer ’25 ).
- Unlock web content: Instantly activate all your web content alongside other data using a sitemap connector or web crawler (available now).
- Seamlessly harmonize formats for consistent viewing: Use the harmonization engine to unify a wide range of formats (e.g., HTML, Word) into a consistent format stored in Data Cloud, minimizing the need to manually adjust each document. You can also view every source material right inside the CRM, saving users time by eliminating the need to access and view files in the external source location (coming soon in October ’25).
Application of Enterprise Knowledge: Simplifying federal tax returns
There are many use cases with which companies can reap value from the ability to unlock and activate external knowledge. Here, we’ll walk you through just one scenario of how a tax preparation company provides a far superior, agentic support experience to end customers using Enterprise Knowledge powered by Data Cloud.
ABC Tax is a fictional tax advisory firm that prepares tax returns and wants to serve customers more efficiently. Previously, they posted IRS guidelines on their website for customers to browse when they had questions. But these guides are long and complicated, so customers had to sift through hundreds of pages to find answers – if they even picked the right document. As a result, customers often ended up asking tax advisors directly, which overwhelmed the team with repetitive questions.
Luckily, Sarah, ABC Tax’s Salesforce admin, has implemented Agentforce on their website — a proactive, autonomous AI agent able to answer questions, take actions, and improve productivity. She also uses Data Cloud to unify, harmonize and govern all their valuable unstructured content and make it accessible within Agentforce. With the help of Data Cloud’s unstructured connectors, Agentforce can access both the IRS documents on the site and ABC’s own manuals and policies stored in Google Drive.
Now, customers don’t have to spend hours searching through complex content. They can simply ask Agentforce a detailed question such as “How will my spouse’s stock option grant affect our taxable income and what is the best way to handle it?” and get a clear, up-to-date answer tailored to their situation.
Behind the scenes:
Prep:
- The ABC team set up two unstructured Data Cloud connectors — the Web crawler connector that ingests thousands of content pages from the ABC site and a Google Drive connector that pulls in curated knowledge articles from ABC’s GDrive.
- Data Cloud processes the unstructured data by splitting it into contextual chunks, converting those chunks into vector embeddings that capture their meaning, and then indexing and storing them in a vector database for quick retrieval.
Once a customer asks a question:
- Agentforce identifies the customer and processes CRM data providing context into their specific tax circumstances (income, marital status, previous tax exposure).
- It searches through the thousands of pages of content that was ingested from the ABC site and ABC’s GDrive into Data Cloud, and retrieves the most relevant and accurate information to the customer’s question.
- Armed with all this information and context, Agentforce generates a personalized, accurate, and actionable answer grounded in deep 360-degree context.
The result: By connecting to ABC Tax’s rich and detailed web and Google Drive content, Agentforce delivers accurate and trusted answers rooted in their most up-to-date, complete and authoritative information.
“In the era of commoditized AI, the true differentiator for superior customer service isn’t the model itself, but the data fueling it. Nearly 90% of crucial enterprise data is trapped in unstructured formats across silos, making it inaccessible to AI. This limitation directly impacts AI’s ability to provide comprehensive and personalized support,” said Rahul Auradkar, EVP & GM, Unified Data Service and Einstein. “With Enterprise Knowledge powered by Data Cloud, we’re revolutionizing this by connecting and unifying all your external unstructured data. This ensures AI agents, like those in Agentforce, can deliver accurate, up-to-date, and deeply contextual responses that build trust and streamline efficiency.”
To learn more:
Enterprise Knowledge powered by Data Cloud is how organizations can unlock and process unstructured data from multiple systems and activate it within Agentforce, to provide more accurate and trusted AI responses.
This makes it easier for organizations to support customers with up-to-date, authoritative answers while enabling teams to work more quickly and efficiently with the entire organization’s entire trove of knowledge at their fingertips.
To get started with the Enterprise Knowledge unstructured connectors, all you need is a Data Cloud provisioning license — no additional activation needed. Simply navigate to the Data Cloud setup and select “Other Connectors” to begin.
Excited about Enterprise Knowledge? Check out the resources below to dive deeper:
- Enterprise Knowledge demo
- Building Trust at Scale: Why Enterprise Knowledge Is the Foundation of Trustworthy AI
More unstructured resources
