QUESTION: 13

In a purchase order case the vendor assigned might not respond to a customer's query in the desired amount of time required by policy. The vendor must respond within the time required according to policy. Both the vendor and customer should be notified at each milestone. To satisfy this requirement, create a service level that specifies two of the following options.

Set the deadline to be the desired response time based on policy and sends notifications to both parties.
Set the goal to be the required response time based on policy and send notifications to both parties.
Set the goal to be the desired response time based on policy and send notifications to both parties.
Set the deadline to be the required response time based on policy and send notifications to both parties.

Answer(s): C,D

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QUESTION: 14

When routing to a Work Queue, an assignment remains in the queue until it is selected by an operator. When selected, the case_____________. (Choose One)