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Ranking records with Spotlight

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Ranking records with Spotlight

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.
Figure 1. Spotlight diagram
Colored circles representing Spotlight criteria
Note: To use Spotlight, an administrator must activate the Spotlight plugin or one of the Out-of-the-box Spotlight Solutions. For more information, see Activate Out-of-the-box Spotlight solutions.
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