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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. Who decides on terminating Care service delivery if the Care Contract has expired?

A) CT Head according to CSDA process.
B) Care Program Manager according to CSDA process.
C) Service Engagement Manager.
D) Service Account Manager.

2. A company can improve its competitive advantage by following a number of functional level strategies. These include Efficiency, Quality, Innovation and one more. What is it?

A) Customer Responsiveness.
B) Motivation.
C) Demarcation.
D) Value.

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

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

4. 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.

5. The Care Plan should:

A) Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.
B) have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.
C) always be considered as the latest document agreed with customer, overruling the contract.
D) serve as a contract summary with no reference to other issues.

Solutions: