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Nokia SDM Certification - CARE Sample Questions:

1. What basic services are included in SW Maintenance

A) Trouble Resolution, Technical Query, Care Management.
B) Trouble Resolution, Technical Query, SW Update.
C) Emergency Support, Trouble Resolution, Technical Query.
D) Trouble Resolution, Technical Query, Technical Support.

2. What are the traditional tiers in the technical support structure for fault handling? (pre-Forward)

A) Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, R&D.
B) Customer Interaction Teams, Regional Care Centers, Business Unit Technical Support, R&D.
C) Customer Interaction Teams, Business Unit Technical Support, R&D.
D) Regional Care Centers, Business Unit Technical Support / Product specific 3rd level support.

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

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

4. The largest impact on the SPC rate comes from:

A) management overhead.
B) the total headcount.
C) internal allocations.
D) the utilization ratio.

5. What is the purpose of a handover from Sales to Care?

A) It ensures that all the requirements to provide Care services under the Care Contract are agreed and available for the customer.
B) It enables the Account Manager / CT Head to explain to the CaPM the content of the Care Contract.
C) It ensures that the Care Contract implementation responsibility is transferred from Sales to Care.
D) It ensures a smooth and seamless Customer Relationship interface.

Solutions: