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Nokia SDM Certification - CARE Sample Questions:

1. The following action must take place if NSN are not SOX Compliant:

A) We must receive a Customer Purchase Order within 5 working days.
B) CT Head will be dismissed from NSN with 30 days notice.
C) A new Contract signed and Customer Purchase Order issued as soon as possible.
D) NSN will be fined 2.5 times the annual value of the contract.

2. What are the Care SW services in the portfolio segment Active Network Assurance (ANWA)?

A) Preventive services, launch support, On site troubleshooting, tailored technical support.
B) 3'rd party management and support, 3'rd party support from various vendors.
C) SW change planning & support, SW change mass provisioning, SW change testing, Network cloning services.
D) Software Maintenance (SWM), Emergency services, Life Extender (LE) and Active Software Support (ASWS).

3. NSN's internal drive testing team has found that the quality of the customer Network has decreased over time. What should the responsible Care Program Manager do?

A) CaPM informs the Account Manager about the quality issue in the customer network and expects the CT to act on the information if they want to increase sales.
B) NSN has a good solid business with the customer with a very limited number of reported problems and a very profitable contract. CaPM simply tells the customer that NSN will provide planning support free of charge.
C) Nothing. The customer's own planning department take care of network quality.
D) CaPM sees an opportunity to increase the Care revenues by providing additional proactive services. Therefore s/he engages the team to make a business proposal for the additional services.

4. What is the most important reason to have customer reporting in place?

A) Through this report Customer Management can understand the value we deliver for the money they pay.
B) Because it is a standard Care BL requirement.
C) Because it is desired to have Customer Management get NSN vision about Care services performance.
D) Because NSN Global Services management is requesting Care to do it.

5. What is the purpose of a handover from Sales to Care?

A) It ensures that the Care Contract implementation responsibility is transferred from Sales to Care.
B) It ensures that all the requirements to provide Care services under the Care Contract are agreed and available for the customer.
C) It enables the Account Manager / CT Head to explain to the CaPM the content of the Care Contract.
D) It ensures a smooth and seamless Customer Relationship interface.

Solutions: