I like how easy it is for me as an individual customer service rep, or even better with my team managers who have no technical knowledge at all! It was very helpful in our daily business process where we need to be able to see what's left from previous jobs so they don't come back again later asking us why certain things aren't done properly before submitting their final payment invoice.
For example, some customers would ask if something could be changed after seeing it but didn't realize there were other options available (such as "do-over") which wasn't listed when adding them into the system previously. This allowed everyone involved to easily access this information without having to go through multiple emails/phone calls just to get answers about each project.