Spotlight allows you to prioritize work based on multiple weighted criteria and quickly
identify high-priority tasks.
Spotlight allows you to define weighted criteria for important work and quickly identify the
most important tasks based on these criteria, such as when triaging incidents or performing lead
scoring. You can prioritize tasks based on multiple dimensions, instead by a single field value
For example, you might want to prioritize a High priority incident over a Critical priority
incident if the High priority incident has been open for a long time, breached an SLA, or has
been reassigned multiple times.
The score of a record being evaluated, such as an incident, is the sum of the weight of all
criteria that apply to that record. If the score exceeds the threshold defined in the Spotlight
group that the record belongs to, a spotlight is created automatically, allowing you to quickly
identify that record as high priority.
The following diagram demonstrates scoring in Spotlight. The large circle represents the set of
all open incidents. Each of the smaller circles represents a weighted Spotlight criteria that
applies to a subset of the open incidents.