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Nokia SDM Certification - CARE Sample Questions:

1. Who approves free of charge services included in the Care Contract?

A) Depending on NSN policy regarding discounts the person may vary.
B) Care Program Manager.
C) Head of CT after consulting Sales Director.
D) Sales Director.

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) 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) Refuse service delivery until the customer raises a purchase order.
D) Authorise service delivery without a customer 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 Product Managers who should then prepare new services descriptions.
C) Inform Care sub regional or regional organisation.
D) Update the NELLE forecast with new costs and resource requirements.

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

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

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

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

Solutions: