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

2. What is the purpose of Care Program Management Assessment?

A) Check Care Program Manager's competence level.
B) Accessing the Network Elements under Care.
C) Check Care processes' status in specific CT and CaPM's competence level.
D) Verify the implementation and execution of the Care processes within certain CT.

3. A customer is experiencing problems with element stability. What is the appropriate Care service to offer in this case?

A) Software Maintenance.
B) Care SWS preventive services or Active Software Support (ASWS).
C) HWS or SWS Life Extender.
D) Spare Part Management.

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

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

5. The monthly PRS report shows a huge, unexpected deviation in sales, what should the CaPM do?

A) Nothing - this is most probably a miss booking so it will be corrected next month.
B) Escalate the issue at the CT meeting as the overall Profit and Loss responsibility stays within CT.
C) Notify CT F&C controller asking to correct the possible error next month.
D) Investigate all the possible reasons and provide a comment in the monthly report.

Solutions: