Medallia Customer Experience Certification Quality Assurance & Compliance 5

Question 1

Which Medallia capability allows quality managers to flag specific agent interactions for calibration review based on predefined compliance criteria?

Accepted Answer

Rules-based case flagging and scoring workflows

Answer

Rules-based flagging in Medallia automatically identifies interactions meeting compliance criteria (e.g., regulatory keywords, low scores) and routes them for calibration review.

Question 2

A Medallia QA team discovers that 15% of email survey invitations bounced due to invalid addresses. What is the primary data quality implication?

Accepted Answer

The CRM contact data feeding Medallia may be stale or inaccurate, requiring a data cleansing process

Answer

High bounce rates point to outdated or incorrect contact data in the source CRM, signaling a need for a data hygiene review before the next distribution cycle.

Question 3

Under SOC 2 Type II compliance, which Medallia platform requirement is most directly relevant to the Security trust service criterion?

Accepted Answer

Implementing multi-factor authentication (MFA) for all Medallia administrator accounts

Answer

SOC 2 Security criteria require strong access controls including MFA for administrative accounts to prevent unauthorized system access.

Question 4

In Medallia, what distinguishes a 'system-generated alert' from a 'manual case' in the context of closed-loop QA?

Accepted Answer

System-generated alerts are created automatically based on score thresholds or rule triggers, while manual cases are created by a human reviewer after reading a response

Answer

System-generated alerts fire automatically when feedback meets predefined rules, whereas manual cases are initiated by a human who identifies an issue requiring follow-up.

Question 5

A Medallia QA analyst is reviewing a batch of survey responses and notices an unusually high proportion of 10/10 scores submitted within a two-minute window. What should be the first investigative step?

Accepted Answer

Investigate whether the responses were submitted by a bot or if an employee coached customers to give top scores

Answer

A suspicious cluster of perfect scores in a very short window is a red flag for bot activity or score manipulation, both of which are data integrity and compliance violations.

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Quality Assurance & Compliance 5