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Nokia SDM Certification - CARE Sample Questions:

1. What is the first step to be taken by the Care Program Manager if a support service requested by customer falls outside the scope of the Care Contract Agreement?

A) Check the delivery capability from the relevant support pipe and commercial approach with the Account Manager.
B) Prepare a service offering and propose it to customer.
C) Authorise service delivery without a customer order.
D) Refuse service delivery until the customer raises a purchase order.

2. What is the MAIN customer relationship activity performed by the Care Program Manager?

A) Acts as primary interface towards the customer for all NSN-related activities and issues.
B) Acts as deputy for the Account Manager.
C) Acts as primary interface towards the customer for Care-related activities and issues.
D) Acts as primary interface towards the customer for the Project Life Cycle activities and issues.

3. When we receive payment for a customer invoice, what financial statement is affected?

A) Profit & Loss and Cash Flow statements.
B) Both the Profit & Loss statement and the Balance Sheet.
C) The Profit & Loss statement only.
D) Balance Sheet statement only.

4. Who is responsible for commercial and relationship escalation towards the customer?

A) Care Program Manager supported by Project Manager.
B) Care Program Manager.
C) Care Program Manager supported by CT Head.
D) CT Head supported by Care Program Management.

5. SI provides a SW Remedy Service. Of what modules is the SW Remedy Service composed?

A) SW fault management for customization, impact analysis and 3rd party application support.
B) Previous + remote emergency support.
C) The modules are exactly the same as those included in CarE.Software Maintenance Service, except that SW Remedy Service also includes 3rd party application support.
D) Help Desk for customization, SW fault management for customization, and impact analysis.

Solutions: