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Nokia SDM Certification - CARE Sample Questions:

1. In NELLE, CIT resources are:

A) planned as Head-Count.
B) planned as money value.
C) not planned with NELLE.
D) planned as man-working-days (MWD).

2. What are the three main phases of NSN business?

A) Sell, Install, Care.
B) Install, Commission, Integrate.
C) Buy, Sell, Install.
D) Sell, Deliver, Care.

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

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

4. NSN's internal drive testing team has found that the quality of the customer Network has decreased over time. What should the responsible Care Program Manager do?

A) Nothing. The customer's own planning department take care of network quality.
B) NSN has a good solid business with the customer with a very limited number of reported problems and a very profitable contract. CaPM simply tells the customer that NSN will provide planning support free of charge.
C) CaPM informs the Account Manager about the quality issue in the customer network and expects the CT to act on the information if they want to increase sales.
D) CaPM sees an opportunity to increase the Care revenues by providing additional proactive services. Therefore s/he engages the team to make a business proposal for the additional services.

5. A customer's Care Contract expires within the next 6 months, what needs to be done?

A) Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.
B) Care Program Manager must initiate the Care contract renewal process. Contact the CT and Service Engagement Manager in order to support re-negotiations, further ensure that the customer is aware that the care contract is expiring.
C) Care Program Manager waits until contract is expired then informs the Customer that a renewal is required and the price is increased due inflation in the country. Further CaPM presents a new contract to the customer with lower services levels than today.
D) Inform the CT and ask the Account Manager to come up with a proposal for a new contract.

Solutions: