Which feature assists agents in accessing previous cases to inform current interactions?

The feature that assists agents in accessing previous cases to inform current interactions is case history access. This feature allows agents to review past cases related to a particular customer or issue, providing them with valuable context and insights into customer history. By having access to this information, agents can tailor their interactions, ensuring they address the specific needs and concerns of the customer, and improve the overall customer experience.

Case history access enables agents to quickly retrieve relevant details, such as previous interactions, resolutions, and any ongoing issues, which enhances the efficiency and effectiveness of customer service. The ability to refer to past cases helps in building stronger relationships with customers as agents are better equipped to respond with informed solutions.