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Nokia SDM Certification - CARE Sample Questions:

1. What is the base-line against which we track Care profit?

A) As-sold total contract profitability.
B) Annual plan.
C) ATP.
D) Previous LE.

2. Who should be the responsible person in NSN to send the expiry notice letter of the Care Contract to the Customer?

A) CT F&
B) Account Manager.
C) CT Head or Account Manager.
D) Care Program Manager.

3. What are the traditional tiers in the technical support structure for fault handling? (pre-Forward)

A) Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, R&D.
B) Customer Interaction Teams, Regional Care Centers, Business Unit Technical Support, R&D.
C) Regional Care Centers, Business Unit Technical Support / Product specific 3rd level support.
D) Customer Interaction Teams, Business Unit Technical Support, R&D.

4. What characterizes good forecasting?

A) The resource estimate is no more than 10% above the actual requirements, to ensure availability.
B) It is done independently by the Controller who then gets the financial parameters exactly right.
C) The estimate for the profit does not fluctuate, unless the business changes.
D) All resources are forecast as one monthly total, to keep the process simple and efficient.

5. The Care Plan should:

A) always be considered as the latest document agreed with customer, overruling the contract.
B) serve as a contract summary with no reference to other issues.
C) Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.
D) have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.

Solutions: