Getting started

Setting up the Review Platform takes six steps, in this order. By the end, your playbooks raise reviews that land in the right queue and reviewers pull them in priority order.

• A playbook with a point where a person should look at the case.
• The members of your organization who work reviews, already invited to the dashboard.

Open Review kinds under Reviews and define the types of reviews your team performs, each with its SLA in hours, a base priority from 1 to 10, and an SLA ramp factor. Decide:

• What types of reviews do you perform?
• Which reviews are time-critical, and which are routine?
• How fast should priority rise as a review ages?

Open Queues & Teams and create queues that match your team structure. Bind review kinds and reviewers to each queue, and pick its sort. Decide:

• Do specialized teams handle certain review kinds?
• Should high-risk reviews be routed separately from routine verifications?
• Which prioritization strategy fits each queue?

Open Manage reviewers, add members of your organization as reviewers, and set each one's expected daily reviews. Decide:

• Which reviewers have the expertise for specialized reviews?
• Should a reviewer have access to more than one queue?
• What is a reasonable daily target for each reviewer?

In Queues & Teams, group reviewers into teams with a name and a description. Decide:

• How is your organization structured?
• Which groups do you want to compare side by side?

In the playbook builder, add an Action node with the Manual review action where a person should look at the case, and pick the review kind. Integration with playbooks explains what happens once the playbook raises a review.

Reviewers open Assigned to me and pull their first review. Watch the queue counts on Reviews and adjust the configuration as you learn what works for your operation.

Run the playbook in sandbox on a test user who takes the manual-review path. The review appears in the queue bound to its kind with a due date set from the SLA, and Pull next review hands it to a reviewer bound to that queue.

• Start with conservative SLAs. Tightening an SLA once you know your team's capacity is easier than constantly breaching an aggressive one.
• Use hybrid prioritization. Unless you have a specific reason for a simpler sort, hybrid prioritization gives the most flexible behavior.
• Watch the queue counts. Check the overdue and due-soon counts through the day, especially at high volume, to see when staffing needs to change.
• Keep targets realistic. Expected daily reviews is a target, not a hard requirement. Allow for variation in review complexity and for difficult cases.