Nokia Certification SDM_2002001040

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Nokia SDM Certification - CARE Sample Questions:

1. A customer's Care Contract expires within the next 6 months, what needs to be done?

A) Inform the CT and ask the Account Manager to come up with a proposal for a new contract.
B) Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.
C) Care Program Manager must initiate the Care contract renewal process. Contact the CT and Service Engagement Manager in order to support re-negotiations, further ensure that the customer is aware that the care contract is expiring.
D) Care Program Manager waits until contract is expired then informs the Customer that a renewal is required and the price is increased due inflation in the country. Further CaPM presents a new contract to the customer with lower services levels than today.

2. A customer pays for a 5-year warranty contract. What contract type is used in CDB/SAP?

A) 1st Warranty Standard and the next 4 as Warranty Extended contract.
B) Care Agreement.
C) Warranty Extended contract.
D) Warranty Standard contract.

3. In order to report cost of poor quality, it is needed to:

A) forecast cost of poor quality in NELLE.
B) have a cost of poor quality budget approved in advance.
C) make internal cost transfer invoices to product lines.
D) record the working time on the cost of poor quality SvO on projects in WTR.

4. Who is the main responsible person to drive the Care Contract Renewal through the whole renewal process after the Internal Kick-off Meeting?

A) CT Head.
B) Care Program Manager.
C) Care Service Engagement Manager.
D) Care Renewal Leader.

5. A contract is about to expire but there is already a PO for the next year from the customer. Is there a need for CSDA?

A) Yes, CSDA is still needed because the contract is not signed. It means NSN is legally still vulnerable and management needs to grant written approval to acknowledge the higher risk.
B) Yes, NSN needs to send a CSDA to inform higher management that a contract expired but delivery continues as the PO is in place.
C) No, because CSDA is to ensure that NSN doesn't deliver services without money. If there is a PO already in place before expiration, the CaPM just updates the contract end date.
D) No, because PO is in place and invoicing is uninterrupted. After getting the written consent of the CT head and F&C Controller, contract prolongation in CDB is the next step and delivery continues.

Solutions: