I'm a bit confused by this question. The options seem to cover a range of potential benefits, but I'm not sure which one is the "most likely" outcome. I'll need to re-read the question and think it through step-by-step.
I feel pretty confident about this one. Providing an incident reference number is helpful, but keeping the customer in the loop is the best way to make a good impression.
I'm not sure about this one. Virtualization of an Interactive Client System seems like it could have some drawbacks, but I'll need to think it through carefully.
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