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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. What are the four pillars of Care?

A) Customer Relationship, Care Business Management, Operational Management, Financial Management.
B) Operational Management, Business Management, Financial Management, HWS Management.
C) Operational Management, SWS Management, HWS Management, Financial Management.
D) Customer Relationship, SWS Management, Operational Management, Financial Management.

2. What items are included in Care Reversal plan?

A) CT sales forecast as put into SWF tool.
B) Financial forecast for next 13 months.
C) Analysis of current financial situation and action planning for recovery.
D) Detailed analysis of service offering and identification of up selling cases.

3. 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) 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.
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) Nothing. The customer's own planning department take care of network quality.

4. Who is responsible for managing customer requirements during the Care phase?

A) Care Technical Manager if assigned, otherwise the Care Program Manager.
B) Care Program Coordinator if assigned, otherwise the Care Program Manager.
C) Care Program Manager.
D) CT Head.

5. During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?

A) Comment in the report that there have been wrong allocations.
B) Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.
C) Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.
D) Ask the CT head to support in finding and correcting possible reasons.

Solutions: