Nokia Certification SDM_2002001040

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

2. What is the basic cost management requirement for a CAPM?

A) Not to take any risks.
B) Not to exceed the cost base-line.
C) Know the approval processes.
D) Know where to find the best resources.

3. What items are included in Care Reversal plan?

A) Financial forecast for next 13 months.
B) Analysis of current financial situation and action planning for recovery.
C) Detailed analysis of service offering and identification of up selling cases.
D) CT sales forecast as put into SWF tool.

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

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

5. Can we recognize revenue based on a Letter of Intent?

A) Yes, as long as prices, scope of work and payment terms are specified.
B) Yes, when it is a contract renewal situation and negotiations are advancing.
C) Yes, if a Letter of Intent is legally binding under applicable law.
D) Yes, if the Letter of Intent refers to the continuation of terms and conditions of the previous Care Agreement.

Solutions: