El párrafo con el que abren la página donde describen el nuevo servicio es toda una declaración de intenciones:
Your Customers Are Talking in the Cloud.
Where do customers go for service today? Not the call center. What was once everyone's favorite way to access customer service has become a jumbled mess of touch-tone navigation and poorly trained, outsourced agents. It's no wonder customers have turned their backs.
Today, real wisdom is found in the cloud. Web communities. Facebook. Forums. Blogs. Google. The cloud is where customers are turning for assistance.
Pero mejor lo veis por vosotros mismos:
Más info en Salesforce service cloud
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