Medallia Customer Experience Certification Risk Management & Mitigation 5

Question 1

A Medallia text analytics model begins flagging positive verbatims as negative after a product name change. This illustrates which risk?

Accepted Answer

Model drift risk — AI/ML models require retraining when underlying language patterns change

Answer

When product names or terminology change, text analytics models trained on old language patterns misclassify new verbatims, requiring retraining to restore accuracy.

Question 2

Which risk is introduced when a company uses Medallia benchmarking data from a different industry vertical to set its own NPS targets?

Accepted Answer

Benchmark validity risk — targets may be inappropriate for the company's actual competitive context

Answer

Cross-industry benchmarks may reflect structural differences in customer expectations, making targets either too easy or unattainably high for a different vertical.

Question 3

To mitigate the risk of Medallia dashboards being used to rank and punish low-performing locations before root causes are understood, CX leaders should:

Accepted Answer

Pair score rankings with coaching frameworks that diagnose root causes before accountability discussions

Answer

Combining rankings with root-cause coaching frameworks ensures scores drive improvement conversations rather than punitive reactions.

Question 4

A Medallia integration with a CRM fails silently, causing closed-loop cases to stop being created for 72 hours. Which control would have BEST detected this faster?

Accepted Answer

Automated integration health monitoring with alerts when case creation volume drops below a threshold

Answer

Automated volume-based monitoring catches silent integration failures immediately, whereas manual audits leave issues undetected for days.

Question 5

An organization realizes its Medallia feedback program only captures responses from customers who interact via digital channels, missing phone and in-store customers. This gap is classified as:

Accepted Answer

A coverage bias risk that skews insights toward a digitally engaged subpopulation

Answer

Excluding offline channel customers creates coverage bias, meaning CX insights may not represent the full customer base and can lead to misallocated improvements.

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Practice Test

Medallia Customer Experience Certification Risk Management & Mitigation 5