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Nokia SDM Certification - CARE Sample Questions:

1. When can the Care Plan be shared with the Customer?

A) Only a customised version can be occasionally shared - without confidential information.
B) The Care Plan is an internal document and should not be available to customer.
C) The Care Plan should always be shared with the customer.
D) The CaPM needs to receive permission from management before sharing the Care Plan with the customer.

2. A customer's Care Contract expires within the next 6 months, what needs to be done?

A) Care Program Manager must initiate the Care contract renewal process. Contact the CT and Service Engagement Manager in order to support re-negotiations, further ensure that the customer is aware that the care contract is expiring.
B) Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.
C) Inform the CT and ask the Account Manager to come up with a proposal for a new contract.
D) Care Program Manager waits until contract is expired then informs the Customer that a renewal is required and the price is increased due inflation in the country. Further CaPM presents a new contract to the customer with lower services levels than today.

3. How many milestones (gates) are defined in the contract renewal process?

A) 6
B) 7
C) 4
D) 3

4. What is the main HWS KPI related to Delivery Accuracy?

A) The percentage of faulty units received from a Customer within the agreed Turn Around Time.
B) The percentage of failure reports processed within the agreed Turn Around Time.
C) The percentage of replacement units delivered to a Customer within the agreed Turn Around Time.
D) The percentage of spare units delivered to a Customer within the agreed Turn Around Time as new spares or replacements for units which cannot be repaired.

5. Why does NSN carry out Latest Estimate and Demand Supply Planning activities?

A) It is a good business practice and a SOX requirement, resulting in better planning accuracy.
B) It improves customer satisfaction.
C) It is an NSN F&C requirement.
D) It is part of the Care Program Manager's duties.

Solutions: