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Nokia SDM Certification - CARE Sample Questions:

1. A Care Program Manager has to enable a customer's NOLS access. Who has to be involved?

A) This is an administrative task handled by NOLS support.
B) F&C and the CT must be involved.
C) This can be done by the Care Program Manager alone.
D) Legal and NOLS support is required to set up a separate agreement.

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

A) Inform the CT and ask the Account Manager to come up with a proposal for a new contract.
B) 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.
C) 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.
D) Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.

3. Who decides on terminating Care service delivery if the Care Contract has expired?

A) CT Head according to CSDA process.
B) Service Account Manager.
C) Service Engagement Manager.
D) Care Program Manager according to CSDA process.

4. The Care contract scope has changed, what should the CaPM do first?

A) Include the new scope in the CT financial plans.
B) Update the NELLE forecast with new costs and resource requirements.
C) Inform Product Managers who should then prepare new services descriptions.
D) Inform Care sub regional or regional organisation.

5. When can the Care Plan be shared with the Customer?

A) The CaPM needs to receive permission from management before sharing the Care Plan with the customer.
B) Only a customised version can be occasionally shared - without confidential information.
C) The Care Plan should always be shared with the customer.
D) The Care Plan is an internal document and should not be available to customer.

Solutions: