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Nokia SDM Certification - CARE Sample Questions:

1. Your Customer's Care Contract expired at the end of last year. In addition, NO Purchase Orders have been received from the Customer since the contract expired. How can Care service revenue be recognised in this case?

A) Revenue cannot be recognised.
B) CT F&C decides how revenue is recognised.
C) Revenue is collected to WIP (Work-in-progress) and recognised after the contract is signed.
D) Revenue is recognised based on the expired contract on a monthly basis.

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

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

3. What is the main HWS KPI related to Delivery Accuracy?

A) The percentage of spare units delivered to a Customer within the agreed Turn Around Time as new spares or replacements for units which cannot be repaired.
B) The percentage of replacement units delivered to a Customer within the agreed Turn Around Time.
C) The percentage of failure reports processed within the agreed Turn Around Time.
D) The percentage of faulty units received from a Customer within the agreed Turn Around Time.

4. Where does the information on required engineering resources' competence levels in CTs comes from?

A) Product Managers define the need based on sales plans and product roadmaps.
B) Product Lines provide the information based on product roadmaps and expected service activities.
C) Resource Streams Managers define the need based on Personal Development Plan related discussions with their people.
D) Required competence levels are evaluated by Streams, based on the results of the Resource Allocation process.

5. What characterizes good forecasting?

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

Solutions: