- Exam Code: SDM_2002001040
- Exam Name: SDM Certification - CARE
- Updated: Sep 14, 2026
- Q & A: 121 Questions and Answers
Nokia SDM_2002001040 Exam : SDM Certification - CARE
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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Care Program Governance | - Care program management principles
|
| Topic 2: Network and Service Delivery Analysis | - Operational capability assessment
|
| Topic 3: Service Management and CARE Operations | - Service Level Management and Customer Commitments
|
Nokia SDM Certification - CARE Sample Questions:
Question #1
What is the MOST essential information (apart from the tender document), needed by HWS Managers to properly support a Customer RFQ?
- A. Detailed information about existing Customer Logistic structure, including the number of warehouses and depots available.
- B. Current services provided to the Customer by competitors, together with related prices.
- C. Forecasted Network deployment, with a list of Network Elements proposed and related detailed configuration.
- D. Detailed information on NSN HWS setup in another customer in the same country.
Correct Answer: C 🗳️
Question #2
A company can improve its competitive advantage by following a number of functional level strategies. These include Efficiency, Quality, Innovation and one more. What is it?
- A. Motivation.
- B. Value.
- C. Customer Responsiveness.
- D. Demarcation.
Correct Answer: C 🗳️
Question #3
What is a legally secure contract for NSN and a Customer?
- A. If NSN has a long-running relationship with the customer, so a "gentlemen's" or "verbal" agreement is enough, especially in some countries.
- B. A detailed customer Purchase Order with a description of the Services Ordered is sufficient.
- C. A PO with the payment terms defined is sufficient, provided NSN had contractual relationship with the customer in the past.
- D. Terms and conditions documenting the commitments of both parties needs to be written and signed.
Correct Answer: D 🗳️
Question #4
The Care Plan should:
- A. always be considered as the latest document agreed with customer, overruling the contract.
- B. serve as a contract summary with no reference to other issues.
- C. Always be kept confidential from Customer as it contains NSN specific service delivery details and other confidential information like contact lists.
- D. have no power over the Care Contract, there should always be a proper disclaimer included in Care Plan.
Correct Answer: D 🗳️
Question #5
Which of the following tasks, according to the Care Program Manager's job description, is NOT part of Care Operation Management?
- A. Manage subcontractors, contractors and 3rd parties whenever applicable.
- B. Lead positive development of customer satisfaction for Care Services and contribute to the overall CT action plan to develop customer relationship to increase customer loyalty.
- C. Establish operating practices and review ongoing operations.
- D. Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks.
Correct Answer: B 🗳️
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