Nokia SDM Certification - CARE 認定 SDM_2002001040 試験問題:

1. The customer is opening a trouble ticket because the product they bought doesn't have a feature considered important to them. What does the Care Program Manager have to do?

A) Treat it as a normal case.
B) Inform Customer that commercial team will clarify their request and close the ticket, then contact the relevant business line and ask for the new feature.
C) Contact the relevant business line and ask for the new feature and inform the Customer that they have the right to open tickets for any request related to delivered equipment.
D) Explain to Customer that the requested feature is not part of contractually agreed deliverables in Care, hand the request over to relevant SSM, AM or CT Head, inform Customer that commercial team will clarify their request and close the ticket.

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.

3. In NELLE, CIT resources are:

A) planned as money value.
B) not planned with NELLE.
C) planned as man-working-days (MWD).
D) planned as Head-Count.

4. Net Sales is 150, Cost of Goods Sold is 100. What is the Gross Profit in %?

A) 1
B) Cannot be determined without knowing Gross Sales.
C) 0,33.
D) 0,5.

5. What is the main purpose of Care SWS Preventive Services or Active Software Support (ASWS)?

A) to provide a full range of services designed to suit the Communications Service Provider's needs.
B) To improve network availability and avoid problems before they occur.
C) To prevent revenue loss for the CT.
D) To provide an up-selling opportunity for CaPMs.

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