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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

Question 1

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. 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.
C. 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.
D. 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.

Question 2

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

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

Question 3

What is the PRIMARY reason for the Care Program Manager to be involved in the tendering phase?

A. To provide a more hands-on approach to the offer.
B. To ensure commitment to the implementation schedule, resource requirements, rollout & other plans.
C. Give background information on customer needs and to ensure that the Care services requirements are met.
D. To support offer tailoring by giving insight into existing customer needs.

Question 4

What is Gross Profit?

A. Gross Sales minus Gross Costs.
B. Net Sales minus Cost of Goods Sold.
C. Gross Sales minus discounts and penalties.
D. Gross sales minus all Operating Costs.

Question 5

The Care Plan should:

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

Solutions: