In Salesforce, agents can view related customer information efficiently by exposing cross-object fields directly on the Case Lightning record page. This is done using Lightning App Builder and Dynamic Forms, which allow fields from related objects (like Contact or Account) to be placed directly on the Case page layout.
This method eliminates the need for duplicative data transfer (as would be done with formulas or flows) and ensures agents always see up-to-date customer data directly on the Case. It's the most scalable and maintainable approach for surfacing relevant information during case handling.
References:
https://help.salesforce.com/s/articleView?id=sf.dynamic_forms_spanning_fields.
htm&language=en_US&type=5
https://help.salesforce.com/s/articleView?id=release-notes.rn_lab_dynamic_forms_crossobject_fields.
htm&language=en_US&release=248&type=5

To provide top-tier support features such as asynchronous conversations, cross-device support, and Estimated Wait Time transparency, Messaging for Web is recommended. This feature enhances the chat support experience on external websites, offering modern communication capabilities that meet customer expectations for flexible and informed support interactions.

Comprehensive and Detailed Explanation From Exact Extract:
The feature that enables agents to handle both time-sensitive and long-running work effectively isInterruptible Capacity. This allows Omni-Channel to route urgent work items to agents even if they are already handling less critical tasks.
From the official Salesforce documentation:
"When agents handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to agents right away."
-Omni-Channel for Administrators
By configuring work items as interruptible, agents can be assigned high-priority tasks without delay, ensuring that urgent customer needs are addressed promptly while still managing ongoing work.

Comprehensive and Detailed Explanation:
To reduce the volume of email notifications sent to support agents when case ownership changes, administrators can modify the Support Settings in Salesforce.
From the official Salesforce Help documentation:
"Select Cases. Select Support Settings. Deselect the Notify Case Owners when Case Ownership Changes checkbox to disable email notifications."
-Salesforce Help
By unchecking this setting, Salesforce will no longer automatically send email notifications to agents upon changes in case ownership, thereby reducing email clutter and allowing agents to focus on more critical communications.

For Service Console users who need to efficiently revisit cases worked on earlier, adding the History component to the Utility Bar is recommended. This provides quick access to recently viewed records, enabling users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and case management efficiency.