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Nokia SDM Certification - CARE Sample Questions:

1. The customer is opening a trouble ticket because the product they bought doesn't have a feature considered important to them. What does the Care Program Manager have to do?

A) Treat it as a normal case.
B) Contact the relevant business line and ask for the new feature and inform the Customer that they have the right to open tickets for any request related to delivered equipment.
C) Inform Customer that commercial team will clarify their request and close the ticket, then contact the relevant business line and ask for the new feature.
D) Explain to Customer that the requested feature is not part of contractually agreed deliverables in Care, hand the request over to relevant SSM, AM or CT Head, inform Customer that commercial team will clarify their request and close the ticket.

2. At the Care Contract Renewal Milestone 3 "First Proposal" which topic should be agreed before the contract is presented to the Customer?

A) Terms and Conditions.
B) Long term contract strategy.
C) Penalty proposal.
D) Cost baseline.

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

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

4. What are the three main phases of NSN business?

A) Sell, Install, Care.
B) Buy, Sell, Install.
C) Install, Commission, Integrate.
D) Sell, Deliver, Care.

5. It is June and in your latest financial report you see columns "Actual" Sales and Cost for Q2 Total. Where do the values come from?

A) SAP for April and May, NELLE for June.
B) All from NELLE.
C) All from Invoicing tool.
D) All form SAP / accounting system.

Solutions: