Spotlight enables you to rank records based on multiple weighted criteria.
Spotlight enables 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 rank tasks based on multiple dimensions, instead by a single field value
For example, you might want to rank one incident over another if that incident has been open
for a long time, breached an SLA, or has been reassigned multiple times.
The score of a record being evaluated 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, bringing your attention to that record.
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.