These three features allow fields to be available when viewing a record in Salesforce.
A highlights panel displays key fields at the top of a record page in Lightning Experience. It can be
customized to show the most important information for each object.
A compact layout determines which fields appear in the highlights panel, the list view hover, and the
Salesforce app. It can be assigned to different record types and profiles.
A list view displays a set of records that meet specified filter criteria. It can be sorted and filtered by
different fields, and users can select which fields to display in the list view.
Reference:
[Customize the Highlights Panel]
[Create and Assign Compact Layouts]
[Create and Customize List Views]

A deal closer is someone who is responsible for closing sales deals with prospects and customers.
They need to update existing prospect and customer records to keep track of their interactions and
status. They also need to log activities such as calls, emails, and notes to document their
communication and follow-ups. They also need to review and work through their list of leads or
opportunities to prioritize their tasks and identify the best prospects to focus on. These activities are
essential for a deal closer to manage their pipeline and achieve their sales goals. Creating cases from
issues and customizing and administering Salesforce are not activities that a deal closer would do
each day. These are more likely to be done by a customer service agent or a Salesforce administrator,
respectively.

Reference: [Salesforce Certified User Experience Designer Exam Guide], [UX Designer
Certification Prep: User Research], [UX Designer Certification Prep: User Roles and Personas]

To create a custom app for a new team of service agents, a UX Designer could customize the
following parts of the user interface:
Tabs within the app’s navigation bar: This allows the UX Designer to select which tabs are visible and
accessible for the app users, such as Accounts, Contacts, Cases, etc. It can help the UX Designer to
tailor the app to the specific needs and tasks of the service agents.
Page layouts of the records: This enables the UX Designer to control how the fields and related lists
are arranged and displayed on the record detail pages, such as the Case page layout. It can help the
UX Designer to optimize the information architecture and usability of the record pages for the service
agents.
Details to be shown in the records highlights panels: This allows the UX Designer to choose which
fields and actions are shown in the highlights panel at the top of the record pages, such as the Case
Number, Status, Priority, etc. It can help the UX Designer to emphasize the most important and
relevant information and actions for the service agents.
Reference:
: Tabs within the app’s navigation bar
: Page layouts of the records
: Details to be shown in the records highlights panels

o track and measure the adoption of the new process, CK should use the following Salesforce tools:
User Engagement Dashboard and Report: This tool provides insights into how users are interacting
with Salesforce, such as the number of logins, page views, actions, and time spent. It can help CK
identify which users are adopting the new process and which ones need more training or support.
Salesforce Surveys for user Satisfaction: This tool allows CK to create and send surveys to its
customer service representatives to collect feedback on the new process, such as their satisfaction,
challenges, and suggestions. It can help CK measure the impact of the new process on the user
experience and satisfaction.
Chatter polls: This tool enables CK to create and post simple polls on Chatter to gather quick opinions
or preferences from its customer service representatives. It can help CK engage with its users and get
their input on the new process.
Reference:
: User Engagement Dashboard and Report
: Salesforce Surveys for user Satisfaction
: Chatter polls