SDM_2002001040 Online Practice Questions and Answers

In which documents are the Care service level commitments with the customer officially stated?

A. Account plan.

B. Project Plan.

C. Care Agreement.

D. Care Plan.

A Care Program Manager has to enable a customer's NOLS access. Who has to be involved?

A. FandC and the CT must be involved.

B. Legal and NOLS support is required to set up a separate agreement.

C. This can be done by the Care Program Manager alone.

D. This is an administrative task handled by NOLS support.

A customer's Care Contract expires within the next 6 months, what needs to be done?

A. Care Program Manager must initiate the Care contract renewal process. Contact the CT and Service Engagement Manager in order to support re-negotiations, further ensure that the customer is aware that the care contract is expiring.

B. Care Program Manager waits until contract is expired then informs the Customer that a renewal is required and the price is increased due inflation in the country. Further CaPM presents a new contract to the customer with lower services levels than today.

C. Inform the CT and ask the Account Manager to come up with a proposal for a new contract.

D. Ensure NELLE is updated to reflect that no revenue are forecast and no resources are needed from the day the contract expires.

Who decides on terminating Care service delivery if the Care Contract has expired?

A. Care Program Manager according to CSDA process.

B. Service Account Manager.

C. Service Engagement Manager.

D. CT Head according to CSDA process.

Who should be the responsible person in NSN to discuss with the Customer's Operations Manager the needed services and their view on the current Care Contract?

A. Account Manager or Care Program Manager.

B. Account Manager.

C. Care Program Manager.

D. Service Engagement Manager.

What is the MOST essential information (apart from the tender document), needed by HWS Managers to properly support a Customer RFQ?

A. Forecasted Network deployment, with a list of Network Elements proposed and related detailed configuration.

B. Current services provided to the Customer by competitors, together with related prices.

C. Detailed information about existing Customer Logistic structure, including the number of warehouses and depots available.

D. Detailed information on NSN HWS setup in another customer in the same country.

Which of the following tasks, according to the Care Program Manager's job description, is NOT part of Care Operation Management?

A. Execute Care Agreement and other contractual requirements related to Services in Care phase, and manage internal operational and financial risks.

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. Manage subcontractors, contractors and 3rd parties whenever applicable.

Can we recognize revenue based on a Letter of Intent?

A. Yes, as long as prices, scope of work and payment terms are specified.

B. Yes, when it is a contract renewal situation and negotiations are advancing.

C. Yes, if the Letter of Intent refers to the continuation of terms and conditions of the previous Care Agreement.

D. Yes, if a Letter of Intent is legally binding under applicable law.

Who is the person responsible for following up on case handling?

A. Customer Performance Manager (CpFM).

B. Care Program Manager.

C. Care Program Coordinator.

D. Care Technical Manager.

CaPM has agreed a new, temporary HWS drop point setup with the customer. How should it be formally recorded?

A. A contract amendment needs to be prepared, verified by lawyers and signed.

B. The new setup should be described in the Care Plan and then shared internally and externally.

C. No need to record this as the agreement is temporary, verbal agreement should be enough.

D. A letter describing the new services details has to be sent to the customer, who then should confirm the agreed setup.