Which statement best describes Case Spotlight?

• A. It identifies high-priority tasks using a single field value
• B. It identifies high-priority tasks across multiple dimensions
• C. It replaces Case Analytics
• D. It is used for internal auditing

Answer: (B)

Case Spotlight focuses on surfacing the most urgent cases by evaluating multiple factors, not just a single field. By tracking several dimensions—such as priority, SLA status, age, and customer impact—it helps agents zero in on the cases that truly require attention. That’s why it best describes identifying high-priority tasks across multiple dimensions. It isn’t about a single field value, so the first option doesn’t fit. It isn’t a replacement for Case Analytics, which provides trend data and metrics rather than live spotlighting. And it isn’t used for internal auditing.