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Nokia SDM Certification - CARE Sample Questions:

1. What is the main purpose of Care SWS Preventive Services or Active Software Support (ASWS)?

A) To improve network availability and avoid problems before they occur.
B) To prevent revenue loss for the CT.
C) to provide a full range of services designed to suit the Communications Service Provider's needs.
D) To provide an up-selling opportunity for CaPMs.

2. Who is the person responsible for following up on case handling?

A) Care Technical Manager.
B) Customer Performance Manager (CpFM).
C) Care Program Manager.
D) Care Program Coordinator.

3. What standard response times for trouble resolution and technical query should be proposed to a new customer?

A) Response times which are defined in a Service Level Agreement between Care Services and Business Unit / Product Line.
B) Customer requirements.
C) Response times in other CTs in the same country.
D) Response times which are defined in the global Care Contract Template.

4. What characterizes good forecasting?

A) The resource estimate is no more than 10% above the actual requirements, to ensure availability.
B) It is done independently by the Controller who then gets the financial parameters exactly right.
C) The estimate for the profit does not fluctuate, unless the business changes.
D) All resources are forecast as one monthly total, to keep the process simple and efficient.

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

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

Solutions: