I'll add one more thing to what John said. In some ways the forum is great for support not because it's necessarily filled with thousands of MENSA members, but because the problems are often variations on a theme.
The majority of SONAR issues deal with third-party plug-ins, audio interface drivers, and Windows. Over time the associated issues have become well known, to the point where if someone says "Hey, I'm having problem [x]" it will likely have the "scent" of a problem that's happened before. As a result people will start by offering recommendations of what worked in the past, and most of the time this does the job. Also, conscientious forumites indicate threads as [Solved] in the header if their question is answered, so if you scan the forum and see "[Solved] All of a Sudden Huge Latency," you can read it to see what solved the problem. This way if something happens to you or someone else in the future, you at least know where to start.
In the case of true SONAR issues like a bug, once it's identified it's fairly common that someone from Cakewalk comes in and acknowledges it so we can stop scratching our heads.
Another way the forum excels is when someone does ask a question like "which compressor should I use on bass." That's something that Cakewalk support should not prioritize, but you'll get all kinds of useful opinions in the forum.