In Salesforce AgentBlazer, how is case history beneficial for agents?

Case history is highly beneficial for agents in Salesforce AgentBlazer because it provides essential context and background for customer inquiries. When agents have access to a detailed history of previous interactions, including past communications, actions taken, and resolutions attempted, they can quickly understand the customer's situation. This comprehensive overview enables them to address current issues more effectively and efficiently, reducing the time to resolution and enhancing customer satisfaction.

By having a clear picture of what has transpired in the history of a case, agents can avoid redundant questions and repeated explanations from the customer, which can be frustrating for both parties. This context also helps agents identify patterns or recurring issues, allowing them to offer tailored solutions or escalate the case appropriately.

In contrast, the other options do not enhance the agent's ability to assist customers as effectively. Marking cases as resolved is an important function but does not provide additional context or history for ongoing inquiries. Limiting information available to agents would hinder their ability to serve customers rather than help them. Lastly, an archive without practical use would negate the purpose of having case history altogether, as it would not support the agents in their problem-solving efforts.