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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

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

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

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

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

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

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

4. Which of the following tasks belongs to the Care Program Manager at Care Contract renegotiations?

A) Write the Care Contract document.
B) Agree the prices internally.
C) Negotiate the prices with the customer.
D) Ensure the Care Contract re-negotiations are initiated in a timely fashion.

5. Who is responsible for ensuring the setup and availability of online services (NOLS, RAS, etc.) as agreed with the customer?

A) Care Program Manager.
B) SWS Manager.
C) HWS Manager.
D) CT Head.

Solutions: