In Salesforce.com's most recent earnings call, Salesforce founder and CEO Marc Benioff strongly emphasized that the Service Cloud, which was launched in January, was one of the fastest growing segments of the company's business. A customer service SaaS application, the Service Cloud has quickly accumulated 8,000 customers and has gained a 55 percent market share in the customer service platform arena, according to Salesforce. Today, Salesforce is announcing a significant upgrade to its product, dubbed the "Service Cloud 2," adding additional functionality in three areas of the product. The basic idea behind the Service Cloud is to capture crowdsourced pools of knowledge floating across the internet and use them for commercial customer service, potentially replacing traditional on-premise contact center technologies which are disconnected from on-demand knowledge that can be found in the cloud. 
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