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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. The largest impact on the SPC rate comes from:

A) management overhead.
B) the total headcount.
C) the utilization ratio.
D) internal allocations.

2. What needs to be done if a 3rd Party Service Contract is due to expire?

A) Care Program Manager should contact the 3rd Party Service Manager and supplier representatives to renew the contract.
B) The Care Program Manager should inform the Service Engagement Manager.
C) Care Program Manger should inform Product Line.
D) Care Program Manager should inform the Customer to renew the contract directly with the supplier.

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

A) To prevent revenue loss for the CT.
B) To improve network availability and avoid problems before they occur.
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.

4. What should be done when the LE differs from the Actuals?

A) Do nothing. In 80% of the cases, the fluctuations balance out in the following period.
B) Costs must be wrongly estimated. So check the costs estimation.
C) All of the inputs need to be verified. Either cost or sales (or both) were incorrectly estimated.
D) Sales must be wrongly estimated. So check the sales estimation.

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

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

Solutions: