Which of the following is part of the pre-engagement collateral?

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

Answer: (C)

Before a service engagement begins, it’s essential to establish who is responsible for what, who has decision rights, and how the two teams will communicate. The customer service roles template directly captures these governance details—outlining roles, ownership, primary contacts, escalation paths, and decision authorities so everyone knows who handles changes and approvals from day one. This clarity helps prevent confusion once work starts and speeds up onboarding.

The other artifacts map to different needs. A FAQ is mainly a knowledge-base tool for common questions rather than governance. A Scoping Guide defines what will be delivered, which is typically developed as part of engagement planning rather than as a pre-engagement governance artifact. A SKU and pricing sheet concerns commercial terms rather than how the engagement will be run.