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Ranking records with Spotlight

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Ranking records with Spotlight

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 like priority.

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.
Figure 1. Spotlight diagram
Colored circles representing Spotlight criteria