We cover 3 scenarios for Agent Desktop in SAP Service Cloud, integrated with S/4HANA Cloud ** 

1st scenario: Using SAP Service Cloud as your front end to create a Service Order via a mashup with SAP S/4HANA Cloud. 

2nd scenario: Consult Knowledge Base and send reply E-Mail to customer (1st level Support Agent Desktop Features):

3rd scenario: Use Agent Desktop to access Accounts and create tickets (2nd Level Suport Agent Desktop Features)**