Which feature enables you to quickly identify high-priority tasks based on multiple dimensions, not just by a single field value like priority?

• A. Case Performance
• B. Case Analytics
• C. Case Digest
• D. Case Spotlight

Answer: (D)

Case Spotlight focuses on surfacing high-priority items by combining multiple signals, not just a single field like priority. It evaluates several dimensions—age of the case, SLA status, customer impact, escalation status, recent activity, and risk or health scores—to highlight which cases truly need immediate attention. This multi-factor view helps agents triage quickly, so a case with a medium priority but long open time or near-SLA breach can still stand out as urgent. Other features provide analytics, summaries, or performance metrics, but they don’t automatically surface cases using multiple criteria in real time. So Case Spotlight is the tool that best enables quick identification of high-priority tasks across several dimensions.