Download Nokia : SDM_2002001040 Questions & Answers as PDF & Test Software
Updated: Oct 17, 2026
No. of Questions: 121 Questions & Answers with Testing Engine
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Nokia SDM_2002001040 Exam Overview:
| Certification Vendor: | Nokia |
|---|---|
| Exam Name: | SDM Certification - CARE Exam |
| Exam Number: | SDM_2002001040 |
| Exam Duration: | 180 minutes |
| Related Certifications: | Nokia SDM Certification Track |
| Exam Format: | Scenario-Based Questions, Multiple Choice |
| Real Exam Qty: | 80-120 |
| Certificate Validity Period: | 3 years |
| Passing Score: | 70% |
| Available Languages: | English |
| Exam Price: | $125 USD |
| Recommended Training: | Nokia SDM CARE Official Training |
| Exam Registration: | Pearson VUE Exam Scheduling Nokia Learning Services Registration |
| Sample Questions: | Nokia SDM_2002001040 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE authorized test centers |
| Pre Condition: | No formal prerequisites; recommended basic knowledge of Nokia service delivery and customer support processes |
| Official Syllabus URL: | https://learningstore.nokia.com/ |
Nokia SDM_2002001040 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Customer Relationship Management | 25% | - Communication and engagement strategies - Handling complaints and escalations - Building and maintaining customer relationships - Customer satisfaction measurement and improvement |
| Topic 2: Service Delivery Operations | 25% | - Service continuity and disaster recovery - Service desk operations and best practices - Change and release management processes - Incident and service request management |
| Topic 3: Service Quality & Performance Monitoring | 20% | - Quality assurance and compliance - Service reporting and metrics analysis - Service improvement methodologies - Monitoring and measuring service performance |
| Topic 4: Introduction to Service Delivery Management (SDM) | 20% | - Customer requirements and expectations - Overview of SDM and role in customer support - Incident and problem resolution fundamentals - Service Level Agreements (SLAs) and KPIs |
| Topic 5: Team Management & Leadership | 10% | - Cross-functional communication - Team development and motivation - Managing service delivery teams - Leadership for SDM roles |
Nokia SDM Certification - CARE Sample Questions:
What is Cost of Goods Sold?
- A. The cost of producing Products or Services sold.
- B. Entertainment Costs.
- C. Contract Financing Costs.
- D. Marketing Costs.
Correct Answer: A 🗳️
What are the three main phases of NSN business?
- A. Sell, Deliver, Care.
- B. Sell, Install, Care.
- C. Buy, Sell, Install.
- D. Install, Commission, Integrate.
Correct Answer: A 🗳️
What is CaPM's PRIMARY responsibility in the tendering process?
- A. To consult the Service Engagement Manager to ensure availability of price options for Care Services.
- B. To act as the CT contact to the Care organisation and to support the CT in all tendering activities where Care services are being considered.
- C. To support the Account Manager to negotiate the Care Contract with the Customer.
- D. To help the Account Manager to prepare a Customer Care Contract.
Correct Answer: B 🗳️
The Care Plan should be updated:
- A. Only after each contract change.
- B. On customer request only.
- C. At least once per year.
- D. After each change to Care setup described.
Correct Answer: D 🗳️
Variable costs:
- A. is an efficiency ratio.
- B. vary with the volume of production.
- C. are same as OPEX costs.
- D. vary according to an index.
Correct Answer: B 🗳️
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