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Nokia SDM Certification - CARE Sample Questions:

1. What should be done when the LE differs from the Actuals?

A) Sales must be wrongly estimated. So check the sales estimation.
B) Do nothing. In 80% of the cases, the fluctuations balance out in the following period.
C) Costs must be wrongly estimated. So check the costs estimation.
D) All of the inputs need to be verified. Either cost or sales (or both) were incorrectly estimated.

2. The largest impact on the SPC rate comes from:

A) the utilization ratio.
B) internal allocations.
C) management overhead.
D) the total headcount.

3. What are the traditional tiers in the technical support structure for fault handling? (pre-Forward)

A) Regional Care Centers, Business Unit Technical Support / Product specific 3rd level support.
B) Customer Interaction Teams, Global Care Centers, Business Unit Technical Support, R&D.
C) Customer Interaction Teams, Business Unit Technical Support, R&D.
D) Customer Interaction Teams, Regional Care Centers, Business Unit Technical Support, R&D.

4. The Care Plan should be updated:

A) On customer request only.
B) After each change to Care setup described.
C) At least once per year.
D) Only after each contract change.

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) Yes, NSN needs to send a CSDA to inform higher management that a contract expired but delivery continues as the PO is in place.
B) 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.
C) 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.
D) 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.

Solutions: