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