What three questions should you answer to create effective correspondence ? (Choose Three) Who is the user that receives the correspondance ?

In a case which tracks requests for auto loans, a requirement states: Customers should be able to modify contact information at any time during the processing of the case.
Contact information changes must not alter or interrupt the primary flow of the case.
Which option meets the needs of this requirement?

An application will use a data page to store user preferences. This page needs to be available to all the cases associated with a single end user. The most appropriate scope for this data page is
________________.
(Choose One)
Response:

You configure a service level to adjust assignment urgency to 100 when the goal interval lapses. How does the assignment urgency impact the deadline and passed intervals?
Response:

Which option reprensents the relationship between mixins, controls and formats ?