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Nokia SDM Certification - CARE Sample Questions:

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

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

2. The customer is opening a trouble ticket because the product they bought doesn't have a feature considered important to them. What does the Care Program Manager have to do?

A) Inform Customer that commercial team will clarify their request and close the ticket, then contact the relevant business line and ask for the new feature.
B) Explain to Customer that the requested feature is not part of contractually agreed deliverables in Care, hand the request over to relevant SSM, AM or CT Head, inform Customer that commercial team will clarify their request and close the ticket.
C) Contact the relevant business line and ask for the new feature and inform the Customer that they have the right to open tickets for any request related to delivered equipment.
D) Treat it as a normal case.

3. Who is responsible for commercial and relationship escalation towards the customer?

A) Care Program Manager.
B) Care Program Manager supported by CT Head.
C) Care Program Manager supported by Project Manager.
D) CT Head supported by Care Program Management.

4. Who decides on terminating Care service delivery if the Care Contract has expired?

A) CT Head according to CSDA process.
B) Service Engagement Manager.
C) Service Account Manager.
D) Care Program Manager according to CSDA process.

5. A contract is renewed in which the terms, conditions and price have remained the same but the scope has changed. In order to maintain SOX compliance what should be done?

A) If a contract is renewed, it is mandatory to create a new contract in CDB.
B) Terms and conditions are the same, only scope has been changed. So a simple contract extension is all that is needed.
C) A simple contract extension is needed in CDB as the major terms and conditions are the same.
D) A new contract should be created in CDB as the scope has changed.

Solutions: