Think of it as bookmark with contextual (specific relevant) information. Where bookmark can adapt based on that information. So the agent has the fastest route (=shortcut) to the specific answer in the specific use case.
Example - Is this person allowed to ask for a service request?
The agent needs to find an order in Stripe. Agent doesn't know if the person has ordered something.
- If this person has an order, open the order details page.
- If the customer doesn't have an order, search for all the orders with the email address.
To sum up, Shortcuts are very similar to your browser's bookmarks, but then on steroids. It gives the agent faster ways to navigate to external systems.