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Nokia SDM Certification - CARE Sample Questions:

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

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

2. The Care contract scope has changed, what should the CaPM do first?

A) Include the new scope in the CT financial plans.
B) Inform Product Managers who should then prepare new services descriptions.
C) Inform Care sub regional or regional organisation.
D) Update the NELLE forecast with new costs and resource requirements.

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

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

4. The forecast for the half-year fluctuates a lot each period, but the Care service level is stable. One way to improve the forecasting is:

A) fine-tune the parameters in NELLE for invoicing, revenue recognition and payment.
B) forecast external and internal subcontracting in the month when the cost will be registered, not when the work is performed.
C) increase the number of Sales Packages in NELLE, especially for sales.
D) stop interfering with the demand plans made by the Controller and let them take full charge of the forecasts.

5. The monthly PRS report shows a huge, unexpected deviation in sales, what should the CaPM do?

A) Escalate the issue at the CT meeting as the overall Profit and Loss responsibility stays within CT.
B) Notify CT F&C controller asking to correct the possible error next month.
C) Investigate all the possible reasons and provide a comment in the monthly report.
D) Nothing - this is most probably a miss booking so it will be corrected next month.

Solutions: