Exam Name: SDM Certification - CARE
Certification Provider: Nokia
Corresponding Certification: Nokia Certification
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Instant Download Nokia : SDM_2002001040
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Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to Service Delivery Management (SDM) | 20% | - Overview of SDM and role in customer support - Incident and problem resolution fundamentals - Customer requirements and expectations - Service Level Agreements (SLAs) and KPIs |
| Topic 2: Team Management & Leadership | 10% | - Team development and motivation - Cross-functional communication - Leadership for SDM roles - Managing service delivery teams |
| Topic 3: Service Quality & Performance Monitoring | 20% | - Service reporting and metrics analysis - Service improvement methodologies - Monitoring and measuring service performance - Quality assurance and compliance |
| Topic 4: Customer Relationship Management | 25% | - Communication and engagement strategies - Handling complaints and escalations - Customer satisfaction measurement and improvement - Building and maintaining customer relationships |
| Topic 5: Service Delivery Operations | 25% | - Service continuity and disaster recovery - Incident and service request management - Service desk operations and best practices - Change and release management processes |
Nokia SDM Certification - CARE Sample Questions:
Can we recognize revenue based on a Letter of Intent?
- A. Yes, if the Letter of Intent refers to the continuation of terms and conditions of the previous Care Agreement.
- B. Yes, as long as prices, scope of work and payment terms are specified.
- C. Yes, when it is a contract renewal situation and negotiations are advancing.
- D. Yes, if a Letter of Intent is legally binding under applicable law.
Correct Answer: D 🗳️
Who approves free of charge services included in the Care Contract?
- A. Head of CT after consulting Sales Director.
- B. Sales Director.
- C. Depending on NSN policy regarding discounts the person may vary.
- D. Care Program Manager.
Correct Answer: C 🗳️
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 this is not SOX compliant.
- B. Yes, because F&C accrue or defer the revenue from the sale.
- C. No, because sales are always recorded when the customer invoice is sent.
- D. Yes, because the invoice is generated automatically.
Correct Answer: B 🗳️
A customer pays for a 5-year warranty contract. What contract type is used in CDB/SAP?
- A. Warranty Standard contract.
- B. Care Agreement.
- C. 1st Warranty Standard and the next 4 as Warranty Extended contract.
- D. Warranty Extended contract.
Correct Answer: B 🗳️
Care Plan can be used as:
- A. Basic reference in contractual disputes with customer.
- B. Financial Planning support tool in CT.
- C. The source of resource forecast data.
- D. Service Manual, helping to induct new Care Team members.
Correct Answer: D 🗳️
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