Res/Cpg Best Practices Training

10 Questions | Total Attempts: 49

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Training Quizzes & Trivia

Questions and Answers
  • 1. 
    Research Engagement Services support the following types of requests (please check all that apply):
    • A. 

      A 30 minute phone call between an entitled client and an analyst

    • B. 

      A review of a presentation, marketing materials or other documents, not to exceed 20 pages

    • C. 

      Provide content for a proactive push to an unengaged seatholder

    • D. 

      A review of a vendor contract where the analyst can provide advice regarding industry pricing and standard SLAs

    • E. 

      A research request received from an entitled client to help find published research

    • F. 

      With analyst approval, a written response to a client question/inquiry

  • 2. 
    RES provides the following product coverage (please select the best answer):
    • A. 

      Core, Gartner for IT Leaders, Industry Services, EITL/ESCL

    • B. 

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

    • C. 

      Gartner for IT Leaders, Gartner Invest, Industry Services, HTTP, and Supply Chain

    • D. 

      Core, Gartner for IT Leaders, Industry Services, HTTP, and ExP

  • 3. 
    RES teams are aligned with the various __________________ Gartner covers.
    • A. 

      Geographical regions

    • B. 

      IT disciplines

    • C. 

      IT roles

  • 4. 
    RES quantitatively measures success with the following data points:
    • A. 

      Closes Inquiries, Client Satisfaction via Quick Value Rating Survey, and the number of recommended resources (i.e. research notes, analyst conversations, etc.)

    • B. 

      Client Satisfaction via Quick Value Rate Survey only

    • C. 

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

  • 5. 
    RES uses 4 primary elements to be effective at queue management.  They are (select all that apply):
    • A. 

      Priority

    • B. 

      Region

    • C. 

      Due Date

    • D. 

      Aging

    • E. 

      Untouched

  • 6. 
    A good inquiry will contain the following elements (please select the best answer):
    • A. 

      Point of Contact, Outcome, Specific, Email trail, Due Date

    • B. 

      Person submitting the inquiry, Outcome, Specific, Expectation Set, Date of submission

    • C. 

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

  • 7. 
    A best practice when submitting an inquiry is to abbreviate as much as possible.  "One liners" are absolutely appropriate.
    • A. 

      True

    • B. 

      False

  • 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. 
    • A. 

      True

    • B. 

      False

  • 9. 
    RES should be the client's POC 99.9% of the time when scheduling an inquiry or needing assistance with published research.
    • A. 

      True

    • B. 

      False

  • 10. 
    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. 

      Yes

    • B. 

      No

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