Nokia SDM_2002001040

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Nokia SDM Certification - CARE Sample Questions:

1. 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.

2. Care Plan can be used as:

A) Service Manual, helping to induct new Care Team members.
B) Basic reference in contractual disputes with customer.
C) Financial Planning support tool in CT.
D) The source of resource forecast data.

3. Which of the following tasks, according to the Care Program Manager's job description, is NOT part of Care Operation Management?

A) Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks.
B) Manage subcontractors, contractors and 3rd parties whenever applicable.
C) Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty.
D) Establish operating practices and review ongoing operations.

4. When can the Care Plan be shared with the Customer?

A) The Care Plan should always be shared with the customer.
B) Only a customised version can be occasionally shared - without confidential information.
C) The Care Plan is an internal document and should not be available to customer.
D) The CaPM needs to receive permission from management before sharing the Care Plan with the customer.

5. What is the MAIN customer relationship activity performed by the Care Program Manager?

A) Acts as primary interface towards the customer for the Project Life Cycle activities and issues.
B) Acts as primary interface towards the customer for all NSN-related activities and issues.
C) Acts as deputy for the Account Manager.
D) Acts as primary interface towards the customer for Care-related activities and issues.

Solutions: