To help focus energy and resources, use Spotlight to
identify and rank records of interest based on multiple weighted criteria. These records can be
tasks, incidents, or any other table in the platform.
Spotlight illuminates records that otherwise you might overlook. You can define weighted
criteria to identify and rank those records that require attention, such as when triaging
incidents or performing lead scoring. You can rank records based on multiple dimensions, instead
of by a single field value such as priority.
For example, you might want to have incidents brought to your attention if they have been open
for a long time, breached an SLA, or been reassigned multiple times. Among those incidents, you
might want one that has been open a long time and breached an SLA to be ranked above one that has
only breached an SLA.
Watch this ten-minute video for information about:
- Activating the Spotlight plugin and assigning roles
- Setting up Spotlight
- Sharing Spotlight results
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.