Salesforce Admin Certification Practice Test 2025 – Complete Exam Prep

The correct answer is custom reports because this feature is not available directly within the Service Console. The Service Console is designed for efficiency in handling customer service tasks and interactions rather than for generating reports. It mainly focuses on providing a user-friendly interface that integrates customer information, tools, and processes in one place, enabling agents to manage cases and perform service-related activities seamlessly.

In contrast, the highlights panel, subtabs for related records, and list views are integral components of the Service Console. The highlights panel allows agents to quickly access key information about a record at a glance, which is essential for making timely decisions in service scenarios. Subtabs provide a way to navigate related records without losing context of the primary record being worked on, ensuring a streamlined workflow. List views enable agents to see collections of records (such as cases or contacts) and manage them efficiently, improving overall productivity. These features enhance the console's goal of delivering quick and effective customer service rather than focusing on reporting capabilities.