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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Customer Care Program Governance | - Care program management principles
|
| Service Management and CARE Operations | - Service Level Management and Customer Commitments
|
| Network and Service Delivery Analysis | - Network topology and installed base considerations
|
Nokia SDM Certification - CARE Sample Questions:
What is the Care Program Manager's role in up-selling?
- A. To make presentations about new NSN products to the customer.
- B. To sell Hardware Services and Software Services to the customer.
- C. To identify and promote additional services to the customer.
- D. To get some additional Care services orders.
Correct Answer: C 🗳️
In which document are the methods of working between PS and Care defined?
- A. Care Plan.
- B. CaPM Handbook.
- C. Care Internal Monthly Report.
- D. Care Services - Professional Services Technical Support Co-operation Model.
Correct Answer: D 🗳️
The Care Agreement with a customer is due to expire in four months. So far there has been no discussion on contract re-negotiation with the customer. What should the Care Program Manager do?
- A. Notify the Service Account Manager about the situation.
- B. Initiate Care Contract re-negotiations with the customer.
- C. Wait until the Customer contacts NSN to initiate contract re-negotiations.
- D. Arrange internal Care Contract renegotiation kick off meeting.
Correct Answer: D 🗳️
When does the Care phase start?
- A. When the Care Plan has been accepted by the Customer.
- B. When the Account Manager receives the final payment from the Customer.
- C. When the network, sub-network or deliverables get Customer final acceptance.
- D. When the project phase is completed.
Correct Answer: C 🗳️
The Care Plan should:
- A. serve as a contract summary with no reference to other issues.
- B. always be considered as the latest document agreed with customer, overruling the contract.
- C. have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.
- D. Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.
Correct Answer: C 🗳️
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