Nokia SDM Certification - CARE - SDM_2002001040

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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. A complex NSN solution is delivered by SI project management. It consists of four NSN products; two of them include SI customized SW and two include 3rd party SW applications. Who is responsible for agreeing and setting up technical support for the 3rd party products?

A) SI Technical Manager.
B) Care Program Manager.
C) Mainly Care 3rd Party Service Manager, assisted by SI Partner Manager.
D) Care 3rd Party Service Manager.

2. What is the first step to be taken by the Care Program Manager if a support service requested by customer falls outside the scope of the Care Contract Agreement?

A) Check the delivery capability from the relevant support pipe and commercial approach with the Account Manager.
B) Prepare a service offering and propose it to customer.
C) Authorise service delivery without a customer order.
D) Refuse service delivery until the customer raises a purchase order.

3. Who is responsible for commercial and relationship escalation towards the customer?

A) CT Head supported by Care Program Management.
B) Care Program Manager.
C) Care Program Manager supported by Project Manager.
D) Care Program Manager supported by CT Head.

4. What items are included in Care Reversal plan?

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

5. A customer pays for a 5-year warranty contract. What contract type is used in CDB/SAP?

A) Warranty Extended contract.
B) Warranty Standard contract.
C) Care Agreement.
D) 1st Warranty Standard and the next 4 as Warranty Extended contract.

Solutions: