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Nokia SDM Certification - CARE Sample Questions:

1. What is CaPM's PRIMARY responsibility in the tendering process?

A) To consult the Service Engagement Manager to ensure availability of price options for Care Services.
B) To help the Account Manager to prepare a Customer Care Contract.
C) To act as the CT contact to the Care organisation and to support the CT in all tendering activities where Care services are being considered.
D) To support the Account Manager to negotiate the Care Contract with the Customer.

2. What is the most relevant element to be analyzed when performing a risk analysis of the Service Level commitment with the Customer?

A) Installed Base value.
B) Competitors' Service Level offering.
C) Customer Network topology.
D) The internal NSN service delivery capability.

3. In the handover from Delivery to Care, which of the following is NOT a task for the Care Program Manager?

A) Organize site access for NSN maintenance personnel.
B) Ensure that the Care Plan is created, communicated and agreed with customer.
C) Inform and train the customer about the NSN Care service delivery processes and practices.
D) Make sure that the customer has accepted the network elements with acceptance certificates.

4. Which transaction in SAP triggers the cost of work by an external supplier?

A) Booking the supplier invoice.
B) Setting the value to the Purchase Order.
C) Vendor item quantity update.
D) Goods Receipt of the Purchase Order.

5. The Care Plan should be updated:

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

Solutions: