Maine General Medical Center has a use case where most of their tickets come in via phone and their Agents create the tickets for the end users within the incident queue. What is happening is the agents start filling out a ticket and realize it should have been a Service Request. They would like for Service Catalog suggestions to show up for agents like it does for the end users on the portal. That way they can easily see the appropriate service catalog up front without searching for it and having to write things down to keep track of the info needed from the end user.
