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Nokia SDM Certification - CARE Sample Questions:

1. What are the four pillars of Care?

A) Customer Relationship, SWS Management, Operational Management, Financial Management.
B) Customer Relationship, Care Business Management, Operational Management, Financial Management.
C) Operational Management, Business Management, Financial Management, HWS Management.
D) Operational Management, SWS Management, HWS Management, Financial Management.

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

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

3. Who is responsible for commercial and relationship escalation towards the customer?

A) Care Program Manager supported by Project Manager.
B) CT Head supported by Care Program Management.
C) Care Program Manager.
D) Care Program Manager supported by CT Head.

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

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

5. What standard response times for trouble resolution and technical query should be proposed to a new customer?

A) Customer requirements.
B) Response times in other CTs in the same country.
C) Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
D) Response times which are defined in the global Care Contract Template.

Solutions: