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Nokia SDM Certification - CARE Sample Questions:

1. A Care Program Manager has to enable a customer's NOLS access. Who has to be involved?

A) F&C and the CT must be involved.
B) This is an administrative task handled by NOLS support.
C) Legal and NOLS support is required to set up a separate agreement.
D) This can be done by the Care Program Manager alone.

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

3. The Care contract scope has changed, what should the CaPM do first?

A) Include the new scope in the CT financial plans.
B) Inform Care sub regional or regional organisation.
C) Update the NELLE forecast with new costs and resource requirements.
D) Inform Product Managers who should then prepare new services descriptions.

4. What Care SW service should be sold with every new SW sales?

A) SW Change Mass provisioning.
B) Software Maintenance (SWM).
C) Life Extender (LE).
D) Launch Support.

5. The Care Plan should be updated:

A) On customer request only.
B) At least once per year.
C) After each change to Care setup described.
D) Only after each contract change.

Solutions: