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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 which are defined in the global Care Contract Template.
C) Response times in other CTs in the same country.
D) Customer requirements.

2. Who is responsible for ensuring the setup and availability of online services (NOLS, RAS, etc.) as agreed with the customer?

A) HWS Manager.
B) Care Program Manager.
C) CT Head.
D) SWS Manager.

3. How do you prove that you are in control of your financial processes?

A) You delegate completely to F&C.
B) There are no big deviations between forecast and actual.
C) You can always explain the deviations.
D) You do not exceed the cost base-line for the half-year.

4. Who is responsible for providing comments regarding Care financial deviation to plan?

A) Project Manager.
B) Care Program Manager.
C) F&C Controller.
D) CT Head.

5. Who should be the responsible person in NSN to discuss with the Customer's Operations Manager the needed services and their view on the current Care Contract?

A) Service Engagement Manager.
B) Account Manager or Care Program Manager.
C) Care Program Manager.
D) Account Manager.

Solutions: