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Nokia SDM Certification - CARE Sample Questions:

1. What is the first step to be taken by the Care Program Manager if a support service requested by customer falls outside the scope of the Care Contract Agreement?

A) Check the delivery capability from the relevant support pipe and commercial approach with the Account Manager.
B) Prepare a service offering and propose it to customer.
C) Authorise service delivery without a customer order.
D) Refuse service delivery until the customer raises a purchase order.

2. How many milestones (gates) are defined in the contract renewal process?

A) 4
B) 7
C) 3
D) 6

3. Which of the following tasks belongs to the Care Program Manager at Care Contract renegotiations?

A) Ensure the Care Contract re-negotiations are initiated in a timely fashion.
B) Negotiate the prices with the customer.
C) Agree the prices internally.
D) Write the Care Contract document.

4. 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.

5. A customer pays for a 5-year warranty contract. What contract type is used in CDB/SAP?

A) 1st Warranty Standard and the next 4 as Warranty Extended contract.
B) Warranty Extended contract.
C) Warranty Standard contract.
D) Care Agreement.

Solutions: