PMP · Question #6
A project team is implementing a hosted system for a third party. Just before going live, the customer asks the project team to include additional functionality. The project team identified risks to t
The correct answer is A. Discuss with the customer the risks identified and team's concerns. When a customer requests additional functionality close to go-live, and the team identifies risks to the delivery date and scope conflicts, the project manager must discuss these concerns directly with the customer.
Question
A project team is implementing a hosted system for a third party. Just before going live, the customer asks the project team to include additional functionality. The project team identified risks to the delivery date and informed the project manager that some of the requested functions are in conflict with the agreed scope. What should the project manager do?
Options
- ADiscuss with the customer the risks identified and team's concerns
- BDiscuss with the team, estimate the effort, and raise a change request
- CAsk the customer to go live and add the new functionality in the backlog
- DAsk the team to deliver the functionality on the agreed go-live date
How the community answered
(23 responses)- A78% (18)
- B13% (3)
- C4% (1)
- D4% (1)
Why each option
When a customer requests additional functionality close to go-live, and the team identifies risks to the delivery date and scope conflicts, the project manager must discuss these concerns directly with the customer.
Upon receiving a new request that impacts scope, schedule, or cost, the project manager's primary responsibility is to engage the customer to manage expectations and ensure transparency. Discussing the identified risks and the team's concerns about scope conflict allows the customer to make an informed decision and initiates the formal change management process.
While discussing with the team, estimating effort, and raising a change request are parts of the change management process, the *first* crucial step is to communicate the identified impacts to the customer, as they are the decision-maker for scope changes.
Asking the customer to go live and add new functionality to the backlog is a potential solution, but it is a proposal that should be made *after* the implications of the new request have been communicated and understood by the customer.
Asking the team to deliver the functionality on the agreed go-live date, despite identified risks and scope conflicts, is irresponsible and would likely lead to quality issues, project delays, or team burnout.
Concept tested: Scope management, change request handling, stakeholder communication
Topics
Community Discussion
4
Wei W.Feb 4, 2026Confirmed A. The exam wants to see empirical, transparent communication with the customer before any action is taken. Since the team already identified real risks and scope conflicts, the PM's job is to get those concerns out in the open so the customer can make an informed decision about what is actually valuable. B is the tempting trap because change requests sound very process-oriented, but you should not estimate effort or raise a CR before the customer even understands the impact of what they are asking for. C is too prescriptive about the solution without having the conversation, and D just ignores the team's valid concerns entirely.
Mateus R.Feb 6, 2026Picked B first too but PM talks to customer first, not the team. Confirmed A.
Wei W.Feb 7, 2026Right call on A, and worth noting that empirically the PM funneling customer input to the team rather than acting as a go between is what keeps the feedback loop short and the team connected to real value.
Nina C.Jan 26, 2026D is the trap I almost picked because it sounds proactive, but you can't just force the team to hit the original date with new scope. A is correct because the PM needs to bring the risks and scope conflicts straight to the customer before anything else.