RES/CPG Best Practices Training

2.

RES should be the client's POC 99.9% of the time when scheduling an inquiry or needing assistance with published research.

True
False

Correct Answer

A. True

Explanation

The explanation for the given correct answer is that RES (Research and Evaluation Services) should be the client's Point of Contact (POC) almost all the time when they need to schedule an inquiry or require assistance with published research. This implies that RES is the primary contact for clients in these situations, indicating a high level of reliability and importance of RES in providing support and guidance in research-related matters.

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3.

Per the final action items of the training, have you identified and started to apply 2 best practices to your day-to-day that were shared during the RES/CP training?

Yes
No

Correct Answer

A. Yes

Explanation

The answer "Yes" indicates that the person has identified and started to apply 2 best practices to their day-to-day activities that were shared during the RES/CP training. This suggests that the person has actively taken the training seriously and is implementing the knowledge gained from it into their daily routine.

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4.

A good inquiry will contain the following elements (please select the best answer):

Point of Contact, Outcome, Specific, Email trail, Due Date
Person submitting the inquiry, Outcome, Specific, Expectation Set, Date of submission
Point of Contact, Outcome, Specific, Expectation Set, Due Date

Correct Answer

A. Point of Contact, Outcome, Specific, Expectation Set, Due Date

Explanation

The best answer is "Point of Contact, Outcome, Specific, Expectation Set, Due Date" because it includes all the necessary elements for a good inquiry. The point of contact ensures that the inquiry is directed to the appropriate person or department. The outcome clarifies the desired result or resolution of the inquiry. Being specific provides clear and concise information about the issue or request. The expectation set helps manage the requester's expectations regarding the response or action. Finally, the due date establishes a timeline for when the inquiry should be addressed or resolved.

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5.

Research Engagement Services support the following types of requests (please check all that apply):

A 30 minute phone call between an entitled client and an analyst
A review of a presentation, marketing materials or other documents, not to exceed 20 pages
Provide content for a proactive push to an unengaged seatholder
A review of a vendor contract where the analyst can provide advice regarding industry pricing and standard SLAs
A research request received from an entitled client to help find published research
With analyst approval, a written response to a client question/inquiry

Correct Answer(s)

A. A 30 minute phone call between an entitled client and an analyst
A. A review of a presentation, marketing materials or other documents, not to exceed 20 pages
A. A review of a vendor contract where the analyst can provide advice regarding industry pricing and standard SLAs
A. A research request received from an entitled client to help find published research
A. With analyst approval, a written response to a client question/inquiry

Explanation

The Research Engagement Services support various types of requests including a 30-minute phone call between an entitled client and an analyst, a review of a presentation, marketing materials, or other documents within a 20-page limit, a review of a vendor contract to provide advice on industry pricing and standard SLAs, assistance in finding published research for entitled clients, and a written response to a client question or inquiry with analyst approval.

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6.

RES provides the following product coverage (please select the best answer):

Core, Gartner for IT Leaders, Industry Services, EITL/ESCL
Core, Gartner for IT Leaders, Industry Services, HTTP, and Supply Chain
Gartner for IT Leaders, Gartner Invest, Industry Services, HTTP, and Supply Chain
Core, Gartner for IT Leaders, Industry Services, HTTP, and ExP

Correct Answer

A. Core, Gartner for IT Leaders, Industry Services, HTTP, and Supply Chain

7.

RES teams are aligned with the various __________________ Gartner covers.

Geographical regions
IT disciplines
IT roles

Correct Answer

A. IT disciplines

Explanation

RES teams are aligned with the various IT disciplines Gartner covers. This means that the teams are organized and structured based on the different areas or fields within IT that Gartner provides coverage for. Each team is likely focused on a specific discipline, such as cybersecurity, data analytics, software development, or network infrastructure. By aligning with these IT disciplines, the RES teams can specialize and cater to the specific needs and requirements of each discipline, ensuring effective support and expertise in their respective areas.

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8.

It is appropriate for a CP to be the Point of Contact (POC) for an inquiry if the AE has set expectations that the CP should be the POC on all inquiries.

True
False

Correct Answer

A. False

Explanation

The statement suggests that it is appropriate for a CP to be the Point of Contact (POC) for an inquiry only if the AE has set expectations that the CP should be the POC on all inquiries. However, the correct answer is false. This means that it is not always appropriate for a CP to be the POC for an inquiry, even if the AE has set such expectations. There may be certain situations where the AE or someone else should be the POC instead.

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9.

RES uses 4 primary elements to be effective at queue management. They are (select all that apply):

Priority
Region
Due Date
Aging
Untouched

Correct Answer(s)

A. Priority
A. Due Date
A. Aging
A. Untouched

Explanation

The correct answer is Priority, Due Date, Aging, and Untouched. These four primary elements are essential for effective queue management in RES. Priority helps in determining the order of tasks based on their importance. Due Date ensures that tasks are completed within the specified timeframe. Aging refers to the time duration since a task has been in the queue, helping to prioritize older tasks. Untouched indicates tasks that have not been worked on yet, allowing for proper tracking and management. All these elements contribute to efficient queue management in RES.

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10.

RES quantitatively measures success with the following data points:

Closes Inquiries, Client Satisfaction via Quick Value Rating Survey, and the number of recommended resources (i.e. research notes, analyst conversations, etc.)
Client Satisfaction via Quick Value Rate Survey only
Closed & Scheduled Inquiries, Client Satisfaction via Quick Value Rating survey, and Inquiry Cycle-Time (ICT)

Correct Answer

A. Closed & Scheduled Inquiries, Client Satisfaction via Quick Value Rating survey, and Inquiry Cycle-Time (ICT)

Explanation

The correct answer includes Closed & Scheduled Inquiries, Client Satisfaction via Quick Value Rating survey, and Inquiry Cycle-Time (ICT). These data points are used to quantitatively measure success in RES. Closed & Scheduled Inquiries indicate the number of inquiries that have been resolved or scheduled. Client Satisfaction via Quick Value Rating survey measures the satisfaction level of clients. Inquiry Cycle-Time (ICT) measures the time taken to resolve an inquiry. These metrics provide a comprehensive assessment of success in RES.

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Res/Cpg Best Practices Training

A best practice when submitting an inquiry is to abbreviate as much as possible. "One liners" are absolutely appropriate.

Quiz Preview

RES should be the client's POC 99.9% of the time when scheduling an inquiry or needing assistance with published research.

Per the final action items of the training, have you identified and started to apply 2 best practices to your day-to-day that were shared during the RES/CP training?

A good inquiry will contain the following elements (please select the best answer):

Research Engagement Services support the following types of requests (please check all that apply):

RES provides the following product coverage (please select the best answer):

RES teams are aligned with the various __________________ Gartner covers.

It is appropriate for a CP to be the Point of Contact (POC) for an inquiry if the AE has set expectations that the CP should be the POC on all inquiries.

RES uses 4 primary elements to be effective at queue management. They are (select all that apply):

RES quantitatively measures success with the following data points: