Salesforce.com has taken the InStranet code base and rebuilt it on top of its Force.com development platform, according to Swensrud.

The idea is to make the tips and how-to information commonly found in knowledge bases available through multiple channels, as well as use those channels to procure additional useful material.

For example, an agent who spots a particularly popular response to a question posed through Salesforce.com Answers could choose to pull it into a new file for the knowledge base.

In addition, Salesforce.com will announce that its Service Cloud Twitter integration, announced earlier this year, is now generally available.

A company can use Twitter to track conversations about its products, or set up a Twitter channel dedicated to fielding customer service requests.