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Nokia SDM Certification - CARE Sample Questions:

1. In the handover from Delivery to Care, which of the following is NOT a task for the Care Program Manager?

A) Make sure that the customer has accepted the network elements with acceptance certificates.
B) Inform and train the customer about the NSN Care service delivery processes and practices.
C) Organize site access for NSN maintenance personnel.
D) Ensure that the Care Plan is created, communicated and agreed with customer.

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

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

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

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

4. What standard response times for trouble resolution and technical query should be proposed to a new customer?

A) Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
B) Response times in other CTs in the same country.
C) Response times which are defined in the global Care Contract Template.
D) Customer requirements.

5. A complex NSN solution is delivered by SI project management. It consists of four NSN products; two of them include SI customized SW and two include 3rd party SW applications. Who is responsible for agreeing and setting up technical support for the 3rd party products?

A) SI Technical Manager.
B) Care Program Manager.
C) Mainly Care 3rd Party Service Manager, assisted by SI Partner Manager.
D) Care 3rd Party Service Manager.

Solutions: