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Nokia SDM Certification - CARE Sample Questions:

1. Care Sales represents a proportion of total NSN sales. What approximately is that proportion?

A) 0,1.
B) 0,3.
C) 0,2.
D) 0,05.

2. Your Customer's Care Contract expired at the end of last year. In addition, NO Purchase Orders have been received from the Customer since the contract expired. How can Care service revenue be recognised in this case?

A) Revenue is recognised based on the expired contract on a monthly basis.
B) CT F&C decides how revenue is recognised.
C) Revenue is collected to WIP (Work-in-progress) and recognised after the contract is signed.
D) Revenue cannot be recognised.

3. In order to report cost of poor quality, it is needed to:

A) have a cost of poor quality budget approved in advance.
B) forecast cost of poor quality in NELLE.
C) record the working time on the cost of poor quality SvO on projects in WTR.
D) make internal cost transfer invoices to product lines.

4. What is the purpose of a handover from Sales to Care?

A) It ensures a smooth and seamless Customer Relationship interface.
B) It ensures that the Care Contract implementation responsibility is transferred from Sales to Care.
C) It enables the Account Manager / CT Head to explain to the CaPM the content of the Care Contract.
D) It ensures that all the requirements to provide Care services under the Care Contract are agreed and available for the customer.

5. The Care Plan should:

A) always be considered as the latest document agreed with customer, overruling the contract.
B) serve as a contract summary with no reference to other issues.
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.

Solutions: