How to Identify a VIP Caller on an Incident 

A VIP incident will have a few visual flags in the incident and in list view:

On The Incident:

When caller is assigned to an incident, the user record is automatically checked for VIP status. In the incident form, a VIP icon appears beside the name and the name displays in red.  The incident number will also be highlighted in yellow. 

In the List View:

A yellow dot will appear next to the incident Number in the Incident list view, as well as the VIP icon displaying above the Caller.