In Shortcuts there are a few ways to use conditions. With these conditions you can either show, hide or disable a Shortcut for an agent, depending on the settings.
For the URL, Name and POST forms you can use IF-ELSE statements.
The other conditionality you'll find as a setting on the Shortcut, known as Group Restriction and Visibility.
With Group Restriction it's possible to limit the Shortcut to 1 or more groups.
The visibility gives you the option to hide, show, disable a button if one of the used Placeholders doesn't exist.
For example: A shortcut that links to an external payment system should often only be accessible to the Finance department.