I took a look at Salesforce’s Clouds – I don’t mean Cloud Computing (like Amazon T3 Platform) but, rather Salesforce’s Software as a Service (SAAS) solutions for CRM that just got a tad more connected to the Social Web than they already were (with ServiceCloud 1).

Looking at all the information I could about ServiceCloud1 and ServiceCloud2 at Salesforce.com, including a few videos that Salesforce produced to help explain the products, I found ServiceCloud2 was the same as ServiceCloud1, but for the addition of a few more sources of web information and maybe, a few better ways of dicing it up and reporting on it.

A few excellent articles on ServiceCloud2 in Read/WriteWeb (Enterprise) and Jeremiah Owyang‘s Web Strategist blog confirm these new offerings will benefit those who already have large Salesforce applications running and who have a call center they want to simplify or cut back.

Jeremiah points out that …

… Despite Salesforce’s technical announcement, this doesn’t mean success for their customers. Technology is only 20% of any enterprise change, the other 80% is culture, process, roles, and strategy change –key requirements that Salesforce is not equipped to provide. As a result, don’t expect customers that don’t have the right program in place to take advantage of these technology offerings –instead expect vendors with a heavy professional service offering to empower a company to truly embrace customers in the social web.