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Nokia SDM_2002001040 SDM Certification - CARE Exam Practice Test

Demo: 18 questions
Total 121 questions

SDM Certification - CARE Questions and Answers

Question 1

What characterizes good forecasting?

Options:

A.

The resource estimate is no more than 10% above the actual requirements, to ensure availability.

B.

The estimate for the profit does not fluctuate, unless the business changes.

C.

It is done independently by the Controller who then gets the financial parameters exactly right.

D.

All resources are forecast as one monthly total, to keep the process simple and efficient.

Question 2

According to the contract renewal process, when should be the first contract proposal presented to the customer ? (T = expiration time of current contract)

Options:

A.

T - 4 months.

B.

T - 3 months.

C.

As soon as prepared.

D.

T - 6 months.

Question 3

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

Options:

A.

Care contract closing in Contract Database.

B.

Ensuring with local CLicS Key User that the Customer’s users are removed from CLicS role management.

C.

Communication of changes related to customer's HWS services through the HWS organization and collaborators.

D.

Identifying related 3rd party vendor support agreements.

Question 4

When can the Care Plan be shared with the Customer?

Options:

A.

Only a customised version can be occasionally shared - without confidential information.

B.

The Care Plan is an internal document and should not be available to customer.

C.

The Care Plan should always be shared with the customer.

D.

The CaPM needs to receive permission from management before sharing the Care Plan with the customer.

Question 5

In which documents are the Care service level commitments with the customer officially stated?

Options:

A.

Account plan.

B.

Project Plan.

C.

Care Agreement.

D.

Care Plan.

Question 6

Name the essential (bare MINIMUM) after-sales services provided by Care?

Options:

A.

Emergency Support, Help Desk, SW Rollout (SW Upgrade/Update) mass installation/deployment.

B.

HWS and Software Maintenance.

C.

SW Installation, SW Rollout, Emergency Support.

D.

Emergency Support, Help Desk, Spare Part Management.

Question 7

What is the next step after receiving a quotation for renewal of services from 3rd party suppliers?

Options:

A.

Care Program Manager should contact the 3rd Party Service Manager to check the renewal options in the existing Frame or Local Agreement.

B.

Care Program Manager should ask Logistics Coordinator to raise a Purchase Order.

C.

Care Program Manager should contact the Supplier to discuss further discounts.

D.

Care Program Manager should contact the appropriate Product Line and ask for advice.

Question 8

What basic services are included in SW Maintenance

Options:

A.

Trouble Resolution, Technical Query, SW Update.

B.

Trouble Resolution, Technical Query, Care Management.

C.

Emergency Support, Trouble Resolution, Technical Query.

D.

Trouble Resolution, Technical Query, Technical Support.

Question 9

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

Options:

A.

Product Lines provide the information based on product roadmaps and expected service activities.

B.

Resource Streams Managers define the need based on Personal Development Plan related discussions with their people.

C.

Required competence levels are evaluated by Streams, based on the results of the Resource Allocation process.

D.

Product Managers define the need based on sales plans and product roadmaps.

Question 10

What Care SW service should be sold with every new SW sales?

Options:

A.

Launch Support.

B.

SW Change Mass provisioning.

C.

Software Maintenance (SWM).

D.

Life Extender (LE).

Question 11

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?

Options:

A.

Revenue cannot be recognised.

B.

Revenue is collected to WIP (Work-in-progress) and recognised after the contract is signed.

C.

Revenue is recognised based on the expired contract on a monthly basis.

D.

CT F&C decides how revenue is recognised.

Question 12

Which of the following statements is true for GCC charges?

Options:

A.

Account will be charged for escalated tickets only.

B.

Account will be charged for logged tickets, even when solved locally.

C.

Account will be charged a fixed monthly allocation.

D.

Account will be charged the working time from WTR.

Question 13

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

Options:

A.

Care Program Manager.

B.

Care Program Manager supported by CT Head.

C.

CT Head supported by Care Program Management.

D.

Care Program Manager supported by Project Manager.

Question 14

The Care Plan should be updated:

Options:

A.

At least once per year.

B.

Only after each contract change.

C.

After each change to Care setup described.

D.

On customer request only.

Question 15

During monthly reporting the Care Program Manager finds a lot of wrong cost allocations to her / his project. What should s/he do?

Options:

A.

Comment in the report that there have been wrong allocations.

B.

Ask F&C to find out what the allocations contain and then ask to get them corrected, then report findings and corrective actions.

C.

Nothing specific - deviations by default will be investigated by F&C controller and then F&C team will take all the corrective actions needed.

D.

Ask the CT head to support in finding and correcting possible reasons.

Question 16

What is the purpose of a handover from Sales to Care?

Options:

A.

It enables the Account Manager / CT Head to explain to the CaPM the content of the Care Contract.

B.

It ensures that the Care Contract implementation responsibility is transferred from Sales to Care.

C.

It ensures a smooth and seamless Customer Relationship interface.

D.

It ensures that all the requirements to provide Care services under the Care Contract are agreed and available for the customer.

Question 17

A company can improve its competitive advantage by following a number of functional level strategies. These include Efficiency, Quality, Innovation and one more. What is it?

Options:

A.

Motivation.

B.

Customer Responsiveness.

C.

Value.

D.

Demarcation.

Question 18

How do you prove that you are in control of your financial processes?

Options:

A.

You can always explain the deviations.

B.

You do not exceed the cost base-line for the half-year.

C.

There are no big deviations between forecast and actual.

D.

You delegate completely to F&C.

Demo: 18 questions
Total 121 questions