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Nokia SDM Certification - CARE Sample Questions:

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

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

2. Who is responsible for entering CARE data into NELLE?

A) Services Account Manager.
B) Project F&C with the input from CaPM.
C) Care Program Manager.
D) Cost & Progress Manager.

3. The Care Plan should:

A) Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.
B) have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.
C) always be considered as the latest document agreed with customer, overruling the contract.
D) serve as a contract summary with no reference to other issues.

4. 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) Treat it as a normal case.
B) 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.
C) 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.
D) 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.

5. In which of the following situations can a company show profit at the same time as cash is decreasing?

A) The company invoices and records sales, but the customers do not pay.
B) Depreciation is much higher than amortization rates.
C) When Work-in-Progress is increasing rapidly.
D) When Work-in-Progress is invoiced and released as cost.

Solutions: