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Nokia SDM Certification - CARE Sample Questions:

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

2. Who is responsible for identifying Care business opportunities and new up-selling possibilities?

A) The Care Program Manager supported by the CT Head.
B) The Care Program Manager supported by the F&C Controller.
C) Multiple roles working in the Care Organization supported by the Care Program Manager.
D) Care Program Coordinator if assigned, otherwise Care Program Manager.

3. Which of the following tasks, according to the Care Program Manager's job description, is NOT part of Care Operation Management?

A) Manage subcontractors, contractors and 3rd parties whenever applicable.
B) Establish operating practices and review ongoing operations.
C) Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty.
D) Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks.

4. What is the next step after receiving a quotation for renewal of services from 3rd party suppliers?

A) Care Program Manager should contact the appropriate Product Line and ask for advice.
B) Care Program Manager should contact the 3rd Party Service Manager to check the renewal options in the existing Frame or Local Agreement.
C) Care Program Manager should contact the Supplier to discuss further discounts.
D) Care Program Manager should ask Logistics Coordinator to raise a Purchase Order.

5. 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 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.
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) Nothing. The customer's own planning department take care of network quality.
D) 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.

Solutions: