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Nokia SDM Certification - CARE Sample Questions:

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

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

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

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

3. In the handover from Delivery to Care, which of the following is NOT a task for the Care Program Manager?

A) Ensure that the Care Plan is created, communicated and agreed with customer.
B) Organize site access for NSN maintenance personnel.
C) Inform and train the customer about the NSN Care service delivery processes and practices.
D) Make sure that the customer has accepted the network elements with acceptance certificates.

4. A large price increase is demanded when renewing a 3rd Party Service Contract. What should be done in this case?

A) Care Program Manager should inform the customer about higher service fee for the coming period.
B) Care Program Manager should check the existing Frame or local Agreements to see if the increase is allowed in the 3rd party contract.
C) The Logistics Coordinator should rise a new Purchase Order for the higher value.
D) CaPM should reject the offer/invoice and just order what was agreed before.

5. The Care Agreement with a customer is due to expire in four months. So far there has been no discussion on contract re-negotiation with the customer. What should the Care Program Manager do?

A) Wait until the Customer contacts NSN to initiate contract re-negotiations.
B) Arrange internal Care Contract renegotiation kick off meeting.
C) Initiate Care Contract re-negotiations with the customer.
D) Notify the Service Account Manager about the situation.

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