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Nokia SDM Certification - CARE Sample Questions:

1. Which of the following statements is true for GCC charges?

A) Account will be charged for escalated tickets only.
B) Account will be charged for logged tickets, even when solved locally.
C) Account will be charged the working time from WTR.
D) Account will be charged a fixed monthly allocation.

2. Which of the following is not included in the SPC rate?

A) International travel.
B) Regional management overhead.
C) Training costs.
D) Telephone costs.

3. What should be done when the LE differs from the Actuals?

A) Do nothing. In 80% of the cases, the fluctuations balance out in the following period.
B) All of the inputs need to be verified. Either cost or sales (or both) were incorrectly estimated.
C) Costs must be wrongly estimated. So check the costs estimation.
D) Sales must be wrongly estimated. So check the sales estimation.

4. Name the essential (bare MINIMUM) after-sales services provided by Care?

A) SW Installation, SW Rollout, Emergency Support.
B) HWS and Software Maintenance.
C) Emergency Support, Help Desk, SW Rollout (SW Upgrade/Update) mass installation/deployment.
D) Emergency Support, Help Desk, Spare Part Management.

5. CaPM has agreed a new, temporary HWS drop point setup with the customer. How should it be formally recorded?

A) A letter describing the new services details has to be sent to the customer, who then should confirm the agreed setup.
B) No need to record this as the agreement is temporary, verbal agreement should be enough.
C) The new setup should be described in the Care Plan and then shared internally and externally.
D) A contract amendment needs to be prepared, verified by lawyers and signed.

Solutions: