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Nokia SDM Certification - CARE Sample Questions:

1. Is it possible to see the sales revenue for a month in your financial report, even if an invoice has not been sent to the customer?

A) No, because sales are always recorded when the customer invoice is sent.
B) Yes, because the invoice is generated automatically.
C) No, because this is not SOX compliant.
D) Yes, because F&C accrue or defer the revenue from the sale.

2. What is a legally secure contract for NSN and a Customer?

A) A detailed customer Purchase Order with a description of the Services Ordered is sufficient.
B) If NSN has a long-running relationship with the customer, so a "gentlemen's" or "verbal" agreement is enough, especially in some countries.
C) Terms and conditions documenting the commitments of both parties needs to be written and signed.
D) A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.

3. A large price increase is demanded when renewing a 3rd Party Service Contract. What should be done in this case?

A) Care Program Manager should check the existing Frame or local Agreements to see if the increase is allowed in the 3rd party contract.
B) CaPM should reject the offer/invoice and just order what was agreed before.
C) Care Program Manager should inform the customer about higher service fee for the coming period.
D) The Logistics Coordinator should rise a new Purchase Order for the higher value.

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

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

5. Who is responsible for identifying Care business opportunities and new up-selling possibilities?

A) The Care Program Manager supported by the F&C Controller.
B) Multiple roles working in the Care Organization supported by the Care Program Manager.
C) Care Program Coordinator if assigned, otherwise Care Program Manager.
D) The Care Program Manager supported by the CT Head.

Solutions: