All of the following are stages of troubleshooting EXCEPT:

What is a snippet?

A reusable text block An email template The bit of text on a ticket record A ticket The correct answer is: A reusable text block.

True or false? Most people prefer using self-service compared to phone support.

True False The correct answer is: True.

Select all that apply. You can create SLAs based on which of the following?

Capacity Skills Customer Vacation The correct answer is: Capacity Customer