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Nokia SDM Certification - CARE Sample Questions:

1. 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) serve as a contract summary with no reference to other issues.
C) have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.
D) always be considered as the latest document agreed with customer, overruling the contract.

2. According to the contract renewal process, when should be the first contract proposal presented to the customer ? (T = expiration time of current contract)

A) T - 3 months.
B) T - 6 months.
C) As soon as prepared.
D) T - 4 months.

3. What characterizes good forecasting?

A) The estimate for the profit does not fluctuate, unless the business changes.
B) The resource estimate is no more than 10% above the actual requirements, to ensure availability.
C) It is done independently by the Controller who then gets the financial parameters exactly right.
D) All resources are forecast as one monthly total, to keep the process simple and efficient.

4. The following action must take place if NSN are not SOX Compliant:

A) NSN will be fined 2.5 times the annual value of the contract.
B) We must receive a Customer Purchase Order within 5 working days.
C) CT Head will be dismissed from NSN with 30 days notice.
D) A new Contract signed and Customer Purchase Order issued as soon as possible.

5. Who is the person responsible for following up on case handling?

A) Care Program Manager.
B) Care Program Coordinator.
C) Care Technical Manager.
D) Customer Performance Manager (CpFM).

Solutions: