Medallia Customer Experience Certification Professional Ethics & Standards 3

Question 1

In Medallia's ethical framework, 'role-based access control' for CX dashboards primarily serves to:

Accepted Answer

Ensure individuals only access customer data relevant to their business role

Answer

Role-based access control limits data exposure to those with a legitimate business need, protecting customer privacy and maintaining data security.

Question 2

A Medallia practitioner is asked by a client to design a survey that subtly steers customers toward giving higher ratings. The ethical response is:

Accepted Answer

Decline to implement biased survey design and explain why neutral phrasing produces more actionable data

Answer

Biased survey design compromises data validity and should be refused; the practitioner should educate the client on why unbiased measurement produces better business outcomes.

Question 3

Under GDPR requirements relevant to Medallia programs in Europe, customers have the 'right to erasure.' This means:

Accepted Answer

Customers can request deletion of their personal data held in the Medallia platform

Answer

The right to erasure (right to be forgotten) allows individuals to request that their personal data be deleted from organizational systems, including CX platforms like Medallia.

Question 4

Which situation represents a conflict of interest that a Medallia professional must disclose?

Accepted Answer

Owning stock in a competitor that the client is benchmarking against

Answer

Owning financial interests in a competing company benchmarked in the engagement creates a material conflict of interest that must be disclosed to maintain professional integrity.

Question 5

What is the ethical obligation of a Medallia professional who believes a recommended CX program change will harm customers even though leadership has approved it?

Accepted Answer

Raise the concern through appropriate internal channels before implementation

Answer

Professionals have an obligation to voice concerns through proper channels before implementation; escalation within appropriate structures protects both customers and the organization.

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Professional Ethics & Standards 3