Medallia Customer Experience Certification Risk Management & Mitigation 3

Question 1

Which approach BEST mitigates the risk of internal teams dismissing low NPS scores as 'survey bias' rather than acting on them?

Accepted Answer

Triangulate NPS with operational metrics and qualitative verbatim analysis

Answer

Triangulating NPS with operational data and verbatims makes it harder to dismiss scores as bias because multiple independent signals point to the same issues.

Question 2

During a Medallia implementation, a vendor integration fails to pass PII to the platform securely. Which risk framework element should have prevented this gap?

Accepted Answer

Third-party vendor risk assessment conducted during procurement

Answer

A pre-procurement third-party risk assessment identifies data security gaps in vendor integrations before they become live vulnerabilities.

Question 3

A financial services firm using Medallia is concerned that survey text responses may inadvertently capture regulated financial information. The BEST mitigation is:

Accepted Answer

Implement a PII detection and redaction layer on verbatim responses before storage

Answer

Automated PII detection and redaction ensures sensitive data is scrubbed at ingestion without eliminating the valuable open-text feedback channel.

Question 4

What is the primary risk of setting Medallia alert thresholds too low (triggering on minor score dips)?

Accepted Answer

Alert fatigue causing teams to ignore or delay response to genuine critical issues

Answer

Overly sensitive thresholds flood teams with low-priority alerts, creating alert fatigue that causes real critical issues to be overlooked.

Question 5

A Medallia rollout is delayed because a key regional IT team refuses to open firewall ports for the platform. This is best classified as:

Accepted Answer

Operational/IT change management risk

Answer

Resistance from IT stakeholders to configuration changes is an operational/change management risk that requires stakeholder alignment and governance escalation.

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Risk Management & Mitigation 3