Organization Hierarchy in B2B service

Summary

Benefit of having organization hierarchy in B2B service

Content

It seems like unlike Sales, in B2B service, Service request details are accessible to everyone who are service agent. My understanding is, It doesn't go strictly by a resource/manager relationship or organization hierarchy wherein your managers in the organization hierarchy can access the service requests. If so, what is real benefit having resource organization hierarchy in B2B service. I can understand reporting may be one need but other than that is there any other need? I find this task as mandatory too.

 

Version

20c