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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. A contract is renewed in which the terms, conditions and price have remained the same but the scope has changed. In order to maintain SOX compliance what should be done?

A) If a contract is renewed, it is mandatory to create a new contract in CDB.
B) A new contract should be created in CDB as the scope has changed.
C) A simple contract extension is needed in CDB as the major terms and conditions are the same.
D) Terms and conditions are the same, only scope has been changed. So a simple contract extension is all that is needed.

2. Who is responsible for ensuring the setup and availability of online services (NOLS, RAS, etc.) as agreed with the customer?

A) HWS Manager.
B) SWS Manager.
C) CT Head.
D) Care Program Manager.

3. 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.

4. What is the Care Program Manager's role in up-selling?

A) To make presentations about new NSN products to the customer.
B) To identify and promote additional services to the customer.
C) To sell Hardware Services and Software Services to the customer.
D) To get some additional Care services orders.

5. 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.

Solutions: