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Nokia SDM Certification - CARE Sample Questions:

1. Which of the Care Service Cancellation process tasks is NOT under Care Program Manager responsibility?

A) Identifying related 3rd party vendor support agreements.
B) Ensuring with local CLicS Key User that the Customer's users are removed from CLicS role management.
C) Care contract closing in Contract Database.
D) Communication of changes related to customer's HWS services through the HWS organization and collaborators.

2. Continually measuring and monitoring the actual cost versus the budget is done to:

A) regularize the variances.
B) approve the variances.
C) analyze the reasons for variances.
D) generate reports.

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, Business Unit Technical Support, R&D.
C) Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, R&D.
D) Customer Interaction Teams, Regional Care Centers, Business Unit Technical Support, R&D.

4. The customer is opening a trouble ticket because the product they bought doesn't have a feature considered important to them. What does the Care Program Manager have to do?

A) Explain to Customer that the requested feature is not part of contractually agreed deliverables in Care, hand the request over to relevant SSM, AM or CT Head, inform Customer that commercial team will clarify their request and close the ticket.
B) Inform Customer that commercial team will clarify their request and close the ticket, then contact the relevant business line and ask for the new feature.
C) Treat it as a normal case.
D) Contact the relevant business line and ask for the new feature and inform the Customer that they have the right to open tickets for any request related to delivered equipment.

5. When does the Care phase start?

A) When the Account Manager receives the final payment from the Customer.
B) When the network, sub-network or deliverables get Customer final acceptance.
C) When the project phase is completed.
D) When the Care Plan has been accepted by the Customer.

Solutions: