Which platform feature is used to determine whether an incident meets the conditions for First Call Resolution?

It is important to define the VIP users in order to correctly calculate incident priority.

During which phase of the change management lifecycle are the following activities performed?
* Record the planned schedule for when the change will take place
* Perform risk assessment and evaluate risk
* Describe relevant implementation plan, test plan and backout plan

The test method above calls an @future method that increments the Number_of_Times_Viewed__c value. The assertion is failing because the Number_of_Times_Viewed__c equals 0.
What is the optimal way to fix this?

Which of the following is NOT a valid state for problem tasks?