To track when items were started, paused, resumed, and completed by service agents working on the same case, configuring the Case History related list is recommended. The Case History related list records and displays all changes made to a case, including status updates that reflect when work was started, paused, resumed, and completed. This feature provides transparency and accountability in case management, allowing agents and managers to review the sequence of actions taken on a case, understand the case's progress over time, and identify areas for process improvement.

History Utility in the Utility bar is a feature that can enable service agents to share links to recently opened subtabs with other users to swarm on cases. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and copy the URL of the subtab to share with other users. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_history_share.htm&type=5

To standardize service KPIs for users at all levels while ensuring data visibility is based on user access, setting the dashboard running user as 'Dashboard Viewer' is recommended. This approach dynamically calculates KPIs using only the data accessible to the individual viewing the dashboard, ensuring consistency and data security across the organization.