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Nokia SDM Certification - CARE Sample Questions:

1. Who is the main responsible person to drive the Care Contract Renewal through the whole renewal process after the Internal Kick-off Meeting?

A) Care Program Manager.
B) Care Service Engagement Manager.
C) Care Renewal Leader.
D) CT Head.

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

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

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

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

4. How the resource requirement forecast is taken from NELLE inputs?

A) Resource streams manager analyse input and define the number of resources needed.
B) NELLE planning packages include resource requirements and total figures are calculated automatically.
C) F&C controller evaluates the required use of resources and calculates the expected SPC cost.
D) NELLE has no direct link to resource forecasting, forecasts are separately defined at MRA meeting.

5. The customer is opening a trouble ticket because the product they bought doesn't have a feature considered important to them. What does the Care Program Manager have to do?

A) Treat it as a normal case.
B) Contact the relevant business line and ask for the new feature and inform the Customer that they have the right to open tickets for any request related to delivered equipment.
C) Inform Customer that commercial team will clarify their request and close the ticket, then contact the relevant business line and ask for the new feature.
D) Explain to Customer that the requested feature is not part of contractually agreed deliverables in Care, hand the request over to relevant SSM, AM or CT Head, inform Customer that commercial team will clarify their request and close the ticket.

Solutions: