Okay, I think I've got this. The missing word has to describe what customers want to achieve through the service, without having to manage the details. Based on that, I'm going to go with "outcomes" as the best answer.
Hmm, D) Two? I guess the developers were feeling a bit adventurous when they came up with that one. I'll stick with A) One, it's the safe and sensible choice.
Dong
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