Managers with access to Queues & Exclusions can search for a Salesforce case by Platform ID and open its Ticket data, but the Timeline view is only available to admins. Managers can find the case but can't see how it got where it is.

Why it matters: The Timeline is the clearest way to understand a case's routing history: which queues it entered, when exclusions applied, and why it ended up with a particular team or agent. That is usually the exact question a manager is answering when they use Queues & Exclusions.

Ask: Show the Timeline to any user who can access Queues & Exclusions and retrieve the case.