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Nokia SDM Certification - CARE Sample Questions:

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

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

3. A customer contract contains 3rd party installed base. Who needs to be contacted to arrange back to back 3rd party contract?

A) CT Head.
B) Care 3rd Party Management.
C) CaPM arranges directly with the local supplier.
D) CT Logistics.

4. A large price increase is demanded when renewing a 3rd Party Service Contract. What should be done in this case?

A) The Logistics Coordinator should rise a new Purchase Order for the higher value.
B) Care Program Manager should check the existing Frame or local Agreements to see if the increase is allowed in the 3rd party contract.
C) CaPM should reject the offer/invoice and just order what was agreed before.
D) Care Program Manager should inform the customer about higher service fee for the coming period.

5. What basic services are included in SW Maintenance

A) Trouble Resolution, Technical Query, Care Management.
B) Trouble Resolution, Technical Query, Technical Support.
C) Emergency Support, Trouble Resolution, Technical Query.
D) Trouble Resolution, Technical Query, SW Update.

Solutions: