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If you have specific applications and would like to collect the information in the application this is a great way to go to get information into JSM without forcing the customer to leave the application. I have also seen it used to just create more complex forms that may have dynamic content (Atlassian does it for their support requests)
You could do this for the agents as well and just add quicklinks to the project. I would recommend starting out with request types (Agents can jump out to the customer portal and complete a request on behalf of someone). If they do not meet your needs then try Proforma as mentioned above. (These are associated with a request type and would be completed in the portal) If that does not work then you could create custom form but would have to host them on a website and use the API to send information to JSM.
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