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Nokia SDM Certification - CARE Sample Questions:

1. The Care Agreement with a customer is due to expire in four months. So far there has been no discussion on contract re-negotiation with the customer. What should the Care Program Manager do?

A) Initiate Care Contract re-negotiations with the customer.
B) Notify the Service Account Manager about the situation.
C) Arrange internal Care Contract renegotiation kick off meeting.
D) Wait until the Customer contacts NSN to initiate contract re-negotiations.

2. It is June and in your latest financial report you see columns "Actual" Sales and Cost for Q2 Total. Where do the values come from?

A) All from NELLE.
B) SAP for April and May, NELLE for June.
C) All form SAP / accounting system.
D) All from Invoicing tool.

3. The forecast for the half-year fluctuates a lot each period, but the Care service level is stable. One way to improve the forecasting is:

A) increase the number of Sales Packages in NELLE, especially for sales.
B) stop interfering with the demand plans made by the Controller and let them take full charge of the forecasts.
C) forecast external and internal subcontracting in the month when the cost will be registered, not when the work is performed.
D) fine-tune the parameters in NELLE for invoicing, revenue recognition and payment.

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

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

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

Solutions: