To manage a case handling process that requires each case to go through a series of steps within a specified amount of time, defining entitlements and milestones is the recommended approach. Entitlements in Salesforce represent customers' rights to support services, while milestones track the progress of cases against predefined time targets for each step in the support process. This setup enables Universal Containers to enforce and monitor adherence to service level agreements (SLAs), ensuring timely and efficient case resolution in line with the organization's commitments to its customers.

Defining criteria-based record page components is a solution that can address the issue of the Lightning Service Console being too crowded for service representatives. Criteria-based record page components allow administrators to customize which components are displayed on a record page based on certain conditions, such as record type, field value, or user profile. This can help declutter the console and show only relevant components for each case. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_components_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_components_criteria_based.htm&type=5