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Nokia SDM Certification - CARE Sample Questions:

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

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

2. It is June and in your latest financial report you see columns "Actual" Sales and Cost for Q2 Total. Where do the values come from?

A) All from NELLE.
B) All form SAP / accounting system.
C) SAP for April and May, NELLE for June.
D) All from Invoicing tool.

3. What are the traditional tiers in the technical support structure for fault handling? (pre-Forward)

A) Regional Care Centers, Business Unit Technical Support / Product specific 3rd level support.
B) Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, R&D.
C) Customer Interaction Teams, Regional Care Centers, Business Unit Technical Support, R&D.
D) Customer Interaction Teams, Business Unit Technical Support, R&D.

4. How does an NSN-PRS report show that SAP / accounting system and NELLE are set-up consistently?

A) It compares the GIC structure with the Service Order structure.
B) The half-year total remains stable.
C) The totals coming from NELLE and SAP / accounting system match.
D) Forecasted and actual cost and sales are on the same GICs.

5. In which documents are the Care service level commitments with the customer officially stated?

A) Care Agreement.
B) Project Plan.
C) Care Plan.
D) Account plan.

Solutions: