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Nokia SDM Certification - CARE Sample Questions:

1. Who provides engineering resources to Care?

A) Care Head.
B) Stream Managers.
C) Care Program Manager.
D) Project Manager.

2. What is CaPM's PRIMARY responsibility in the tendering process?

A) To support the Account Manager to negotiate the Care Contract with the Customer.
B) To consult the Service Engagement Manager to ensure availability of price options for Care Services.
C) To help the Account Manager to prepare a Customer Care Contract.
D) To act as the CT contact to the Care organisation and to support the CT in all tendering activities where Care services are being considered.

3. How many milestones (gates) are defined in the contract renewal process?

A) 4
B) 3
C) 7
D) 6

4. Who is responsible for providing comments regarding Care financial deviation to plan?

A) F&C Controller.
B) CT Head.
C) Care Program Manager.
D) Project Manager.

5. What standard response times for trouble resolution and technical query should be proposed to a new customer?

A) Response times in other CTs in the same country.
B) Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
C) Customer requirements.
D) Response times which are defined in the global Care Contract Template.

Solutions: