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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management and CARE Operations | - Incident and Trouble Ticket Management
|
| Network and Service Delivery Analysis | - Network topology and installed base considerations
|
| Customer Care Program Governance | - Care program management principles
|
Nokia SDM Certification - CARE Sample Questions:
Who should NOT participate in a Care Services tender?
- A. R&D Engineer.
- B. Care Program Manager.
- C. Cost Manager.
- D. Service Product Manager.
Correct Answer: A 🗳️
CaPM has agreed a new, temporary HWS drop point setup with the customer. How should it be formally recorded?
- A. A letter describing the new services details has to be sent to the customer, who then should confirm the agreed setup.
- B. No need to record this as the agreement is temporary, verbal agreement should be enough.
- C. The new setup should be described in the Care Plan and then shared internally and externally.
- D. A contract amendment needs to be prepared, verified by lawyers and signed.
Correct Answer: C 🗳️
What is the main HWS KPI related to Delivery Accuracy?
- A. The percentage of failure reports processed within the agreed Turn Around Time.
- B. The percentage of replacement units delivered to a Customer within the agreed Turn Around Time.
- C. The percentage of faulty units received from a Customer within the agreed Turn Around Time.
- D. 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.
Correct Answer: B 🗳️
Who is responsible for ensuring the setup and availability of online services (NOLS, RAS, etc.) as agreed with the customer?
- A. CT Head.
- B. Care Program Manager.
- C. HWS Manager.
- D. SWS Manager.
Correct Answer: B 🗳️
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. 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.
- B. 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.
- C. 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.
- D. Yes, NSN needs to send a CSDA to inform higher management that a contract expired but delivery continues as the PO is in place.
Correct Answer: C 🗳️
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