Salesforce offers a state-of-the-art customer service engine using a Case and Solution object.
However, the agent needs to click at several places before the required information is found. Besides, it is not possible to work on multiple cases.
Even though Salesforce has significantly improved the Console view to provide a 360-degree view of the customer who calls to the Support agents.
The solution we built brought the data from an external system from external data objects in the context of the product sold to the customer helped the customer agents to quick cross-sell other related services from the business.
And quickly apprise their end customers for any renewals happening in the near future.