Nokia SDM_2002001040 Exam : SDM Certification - CARE

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Nokia SDM_2002001040 Exam Syllabus Topics:

Nokia SDM Certification - CARE Sample Questions:

1. A customer has a free 3-year warranty contract. What contract type is used in CDB/SAP?

A) 1st Warranty Standard and Warranty Extended for the next 2 years.
B) Warranty Standard contract.
C) Warranty Extended contract.
D) Care Agreement.

2. It is June and in your latest financial report you see columns "Actual" Sales and Cost for Q2 Total. Where do the values come from?

A) All from NELLE.
B) All from Invoicing tool.
C) SAP for April and May, NELLE for June.
D) All form SAP / accounting system.

3. What is the Care Program Manager's role in up-selling?

A) To get some additional Care services orders.
B) To sell Hardware Services and Software Services to the customer.
C) To make presentations about new NSN products to the customer.
D) To identify and promote additional services to the customer.

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

5. A Care Program Manager has to enable a customer's NOLS access. Who has to be involved?

A) This is an administrative task handled by NOLS support.
B) Legal and NOLS support is required to set up a separate agreement.
C) F&C and the CT must be involved.
D) This can be done by the Care Program Manager alone.

Solutions: