ServiceNow Certified Implementation Specialist – Customer Service Management — Question 8

What should be part of the pre-engagement collateral?

Answer options

• A. Frequently Asked Questions (FAQ)
• B. Scoping Guide
• C. Customer Service roles template
• D. Stock Keeping Unit (SKU) and pricing sheet

Correct answer: B

Explanation

The Scoping Guide is crucial as it defines the boundaries and expectations of the engagement. The other options, while useful, do not serve the primary purpose of outlining the project's scope and requirements, making them less relevant for pre-engagement preparation.