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Nokia SDM Certification - CARE Sample Questions:

1. A customer's Care Contract expires within the next 6 months, what needs to be done?

A) Care Program Manager must initiate the Care contract renewal process. Contact the CT and Service Engagement Manager in order to support re-negotiations, further ensure that the customer is aware that the care contract is expiring.
B) Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.
C) Care Program Manager waits until contract is expired then informs the Customer that a renewal is required and the price is increased due inflation in the country. Further CaPM presents a new contract to the customer with lower services levels than today.
D) Inform the CT and ask the Account Manager to come up with a proposal for a new contract.

2. Which of the Care Service Cancellation process tasks is NOT under Care Program Manager responsibility?

A) Care contract closing in Contract Database.
B) Ensuring with local CLicS Key User that the Customer's users are removed from CLicS role management.
C) Identifying related 3rd party vendor support agreements.
D) Communication of changes related to customer's HWS services through the HWS organization and collaborators.

3. 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 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.
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 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.

4. What are the Care SW services in the portfolio segment Active Network Assurance (ANWA)?

A) 3'rd party management and support, 3'rd party support from various vendors.
B) Software Maintenance (SWM), Emergency services, Life Extender (LE) and Active Software Support (ASWS).
C) SW change planning & support, SW change mass provisioning, SW change testing, Network cloning services.
D) Preventive services, launch support, On site troubleshooting, tailored technical support.

5. When does the Care phase start?

A) When the Account Manager receives the final payment from the Customer.
B) When the Care Plan has been accepted by the Customer.
C) When the network, sub-network or deliverables get Customer final acceptance.
D) When the project phase is completed.

Solutions: