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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Network and Service Delivery Analysis | - Operational capability assessment
|
| Service Management and CARE Operations | - Service Level Management and Customer Commitments
|
| Customer Care Program Governance | - Care program management principles
|
Nokia SDM Certification - CARE Sample Questions:
Question #1
What is the main HWS KPI related to Delivery Accuracy?
A. 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.
B. The percentage of replacement units delivered to a Customer within the agreed Turn Around Time.
C. The percentage of failure reports processed within the agreed Turn Around Time.
D. The percentage of faulty units received from a Customer within the agreed Turn Around Time.
Question #2
Who approves free of charge services included in the Care Contract?
A. Sales Director.
B. Care Program Manager.
C. Depending on NSN policy regarding discounts the person may vary.
D. Head of CT after consulting Sales Director.
Question #3
In which documents are the Care service level commitments with the customer officially stated?
A. Care Plan.
B. Account plan.
C. Care Agreement.
D. Project Plan.
Question #4
Who should NOT participate in a Care Services tender?
A. Service Product Manager.
B. R&D Engineer.
C. Care Program Manager.
D. Cost Manager.
Question #5
The Care Plan should:
A. have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.
B. always be considered as the latest document agreed with customer, overruling the contract.
C. Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.
D. serve as a contract summary with no reference to other issues.
Solutions:
| Question #1 Correct Answer: B | Question #2 Correct Answer: C | Question #3 Correct Answer: C | Question #4 Correct Answer: B | Question #5 Correct Answer: A |
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