What are the prerequisites for integrating external systems into Agent Desktop?

To integrate external systems into Agent Desktop, you need to have SAP Event Mesh and SAP Cloud Integration as prerequisites. SAP Event Mesh is a cloud-based event bus that enables applications to communicate with each other using events. SAP Cloud Integration is a cloud-based integration platform that allows you to connect your applications with other SAP and non-SAP cloud and on-premise applications. These components enable you to create mashups that integrate external system functions into Agent Desktop, such as creating service orders and service quotations in SAP S/4HANA or SAP S/4HANA Cloud Service Management. References = Integrate External SAP Systems into Agent Desktop with Mashups | SAP Help Portal, Introducing Agent Desktop in SAP Service Cloud Version 2 - openSAP Microlearning