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Nokia SDM Certification - CARE Sample Questions:

1. When does the Care phase start?

A) When the project phase is completed.
B) When the network, sub-network or deliverables get Customer final acceptance.
C) When the Account Manager receives the final payment from the Customer.
D) When the Care Plan has been accepted by the Customer.

2. The customer is opening a trouble ticket because the product they bought doesn't have a feature considered important to them. What does the Care Program Manager have to do?

A) Inform Customer that commercial team will clarify their request and close the ticket, then contact the relevant business line and ask for the new feature.
B) Explain to Customer that the requested feature is not part of contractually agreed deliverables in Care, hand the request over to relevant SSM, AM or CT Head, inform Customer that commercial team will clarify their request and close the ticket.
C) Contact the relevant business line and ask for the new feature and inform the Customer that they have the right to open tickets for any request related to delivered equipment.
D) Treat it as a normal case.

3. 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) A detailed customer Purchase Order with a description of the Services Ordered is sufficient.
C) A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.
D) Terms and conditions documenting the commitments of both parties needs to be written and signed.

4. The Care Plan should be updated:

A) After each change to Care setup described.
B) On customer request only.
C) At least once per year.
D) Only after each contract change.

5. What should be done when the LE differs from the Actuals?

A) Sales must be wrongly estimated. So check the sales estimation.
B) All of the inputs need to be verified. Either cost or sales (or both) were incorrectly estimated.
C) Do nothing. In 80% of the cases, the fluctuations balance out in the following period.
D) Costs must be wrongly estimated. So check the costs estimation.

Solutions: