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Nokia SDM Certification - CARE Sample Questions:

1. What standard response times for trouble resolution and technical query should be proposed to a new customer?

A) Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
B) Response times in other CTs in the same country.
C) Response times which are defined in the global Care Contract Template.
D) Customer requirements.

2. Where does the information on required engineering resources' competence levels in CTs comes from?

A) Product Managers define the need based on sales plans and product roadmaps.
B) Product Lines provide the information based on product roadmaps and expected service activities.
C) Required competence levels are evaluated by Streams, based on the results of the Resource Allocation process.
D) Resource Streams Managers define the need based on Personal Development Plan related discussions with their people.

3. What is the Care Program Manager's role in up-selling?

A) To get some additional Care services orders.
B) To make presentations about new NSN products to the customer.
C) To identify and promote additional services to the customer.
D) To sell Hardware Services and Software Services to the customer.

4. What is a legally secure contract for NSN and a Customer?

A) If NSN has a long-running relationship with the customer, so a "gentlemen's" or "verbal" agreement is enough, especially in some countries.
B) Terms and conditions documenting the commitments of both parties needs to be written and signed.
C) A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.
D) A detailed customer Purchase Order with a description of the Services Ordered is sufficient.

5. Which of the following statements is true for GCC charges?

A) Account will be charged for logged tickets, even when solved locally.
B) Account will be charged the working time from WTR.
C) Account will be charged for escalated tickets only.
D) Account will be charged a fixed monthly allocation.

Solutions: