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Nokia SDM Certification - CARE Sample Questions:

1. Who should NOT participate in a Care Services tender?

A) R&D Engineer.
B) Care Program Manager.
C) Cost Manager.
D) Service Product Manager.

2. 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.

3. 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.

4. 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.

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) 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.

Solutions: