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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. A customer is planning a change to new NSN solutions/technologies. The customer wants to maximise the return on their existing investment in their mature network. What Care services are appropriate in this case?

A) Active Software Support (ASWS).
B) Expert Support services.
C) HWS and/or SWS Life Extender.
D) Spare Part Management (SPM).

2. What is the purpose of a handover from Sales to Care?

A) It ensures that the Care Contract implementation responsibility is transferred from Sales to Care.
B) It enables the Account Manager / CT Head to explain to the CaPM the content of the Care Contract.
C) It ensures that all the requirements to provide Care services under the Care Contract are agreed and available for the customer.
D) It ensures a smooth and seamless Customer Relationship interface.

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

A) 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.
B) To consult the Service Engagement Manager to ensure availability of price options for Care Services.
C) To support the Account Manager to negotiate the Care Contract with the Customer.
D) To help the Account Manager to prepare a Customer Care Contract.

4. What is Cost of Goods Sold?

A) Entertainment Costs.
B) Contract Financing Costs.
C) Marketing Costs.
D) The cost of producing Products or Services sold.

5. A customer contract contains 3rd party installed base. Who needs to be contacted to arrange back to back 3rd party contract?

A) CT Logistics.
B) Care 3rd Party Management.
C) CT Head.
D) CaPM arranges directly with the local supplier.

Solutions: