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Overview and use cases for Service Desk

Marcia Ramos requested to merge docs/overview-features-4 into master

What does this MR do?

Adds overview and use cases for Service Desk documentation.

For https://gitlab.com/gitlab-org/gitlab-ee/issues/2703

See also gitlab-com/www-gitlab-com!6685 (closed) (Service Desk webpage)

Edited by 🤖 GitLab Bot 🤖

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