Which item is explicitly listed as a pre-engagement collateral component in the material?

• A. FAQ
• B. Scoping Guide
• C. Customer Service roles template
• D. SKU and pricing sheet

Answer: (C)

Pre-engagement collateral sets up how the engagement will run by defining roles, responsibilities, and governance before work begins. The item explicitly listed for this purpose is the Customer Service roles template, because it names who is involved and what each person is responsible for, establishing clear accountability and collaboration rules from day one. Other options tend to serve different purposes: a FAQ is typically a knowledge-base resource used during or after the engagement to answer common questions; a Scoping Guide outlines the project boundaries and deliverables but is more about planning scope than establishing the initial team structure; a SKU and pricing sheet covers product pricing and commercial terms rather than how the engagement is organized.