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Service Cloud highlight features

     I. Offline Mobile UI Extensibility

Easily customize the Field Service mobile app with advanced features and workflows to provide better technician experience.

     II. Service Cloud Voice Enhancements

Reduce agent handling times with conversation intelligence and trigger actions for agents in real-time. Manage telephony provider queues in Salesforce to adapt to call volume changes. Scale customer service by using automation and delivering the right insights and recommendations in real-time to provide a seamless experience.

     III. Flow Automation Pack for Incident Management

Automate incident detection, cross-cloud multi-channel notifications, and approval flows with the Flow Automation Packs for Incident Management. Your team can manage the incident efficiently at various stages by determining the validity and scope of the incident, who needs to be involved in each stage, the status, and what happens at each stage.

     IV. Slack Record Conversation

Maximize agent productivity and reduce the swivel chair experience for agents by enabling them to view and post conversations in Slack from the related Salesforce record directly in the Console. Can interact in Slack swarming conversations without ever leaving the Console.

     V. Improve Salesforce contact center operation

Assign agents where and when they’re needed so that customers receive the best support possible from service teams. Shift scheduling includes tools so that planners can match agents to work shifts effortlessly based on scheduling rules, constraints, and business objectives.

The above article talks about some outstanding features of Service Cloud. You want to learn more about Sales cloud click Sales Cloud highlight features