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Nokia SDM Certification - CARE Sample Questions:

1. 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 enables the Account Manager / CT Head to explain to the CaPM the content of the Care Contract.
C) It ensures a smooth and seamless Customer Relationship interface.
D) It ensures that the Care Contract implementation responsibility is transferred from Sales to Care.

2. The Care Plan should be updated:

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

3. Which of the following tasks, according to the Care Program Manager's job description, is NOT part of Care Operation Management?

A) Manage subcontractors, contractors and 3rd parties whenever applicable.
B) Establish operating practices and review ongoing operations.
C) Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks.
D) Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty.

4. 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.

5. What is Gross Profit?

A) Gross sales minus all Operating Costs.
B) Net Sales minus Cost of Goods Sold.
C) Gross Sales minus discounts and penalties.
D) Gross Sales minus Gross Costs.

Solutions: