Medallia Customer Experience Certification Medallia Platform Administration & Configuration 1 — Questions and Answers
Question 1: What is the primary function of Medallia's Role-Based Access Control (RBAC)?
- To restrict the types of survey questions available
- To control user permissions based on organizational roles (Correct answer)
- To limit the number of active feedback channels
- To configure system-wide data retention policies
Correct answer: To control user permissions based on organizational roles
RBAC in Medallia allows administrators to assign permissions to users based on their organizational role, ensuring each user can only access the data and features appropriate to their job function.
Question 2: In Medallia, what does a 'unit' typically represent within the platform?
- A type of question in a feedback survey
- A metric calculation formula used in reporting
- An organizational entity such as a store, branch, or location (Correct answer)
- A single individual survey response record
Correct answer: An organizational entity such as a store, branch, or location
Units in Medallia represent organizational entities (such as store locations, business units, or departments) that feedback data is associated with, enabling location- or division-level reporting.
Question 3: Which Medallia configuration allows administrators to define the organizational data hierarchy used for reporting and access control?
- Text Analytics Engine
- Survey Logic Builder
- Feedback Routing Rules
- Organizational Data Model (Correct answer)
Correct answer: Organizational Data Model
The Organizational Data Model in Medallia allows administrators to define hierarchical structures (such as region → district → store) that mirror the company's organizational chart for reporting and access purposes.
Question 4: What does 'field mapping' accomplish during a Medallia data integration setup?
- Links survey questions to reporting dashboard widgets
- Aligns incoming data fields to corresponding Medallia data attributes (Correct answer)
- Maps geographic territories to survey distribution regions
- Connects customer feedback records to specific front-line agents
Correct answer: Aligns incoming data fields to corresponding Medallia data attributes
Field mapping during integration ensures that data fields from external systems (such as CRMs or transaction databases) are correctly matched to the appropriate Medallia attributes, enabling accurate data import.
Question 5: What is the purpose of a Medallia 'program' in platform administration?
- A scheduled routine that automates data exports to external systems
- A script used for automating responses to customer feedback
- A type of elevated user account with admin privileges
- A container that organizes surveys, data sources, and reporting for a specific CX initiative (Correct answer)
Correct answer: A container that organizes surveys, data sources, and reporting for a specific CX initiative
A Medallia program is a structured container that groups related surveys, data feeds, and reporting configurations for a specific CX initiative or business unit, keeping them organized and manageable.
Question 6: Which of the following best describes Medallia's Invitation Management feature?
- Scheduling internal team surveys for employee feedback
- Tracking RSVPs for customer appreciation events
- Controlling how and when survey invitations are sent to customers (Correct answer)
- Managing calendar invites for stakeholder review meetings
Correct answer: Controlling how and when survey invitations are sent to customers
Invitation Management in Medallia controls the timing, frequency, channel, and eligibility logic for sending survey invitations, helping teams optimize response rates while avoiding customer survey fatigue.
Question 7: In Medallia platform administration, what is a 'data feed'?
- A real-time stream of social media complaints ingested into the platform
- A live dashboard that displays incoming survey responses as they arrive
- An automated mechanism for importing customer and transaction data from external systems (Correct answer)
- A scheduled email report subscription distributed to executive stakeholders
Correct answer: An automated mechanism for importing customer and transaction data from external systems
A data feed in Medallia is an automated import process that brings customer and operational data (such as transaction records or contact center logs) from external systems into Medallia to trigger surveys and enrich feedback.
Medallia Customer Experience Certification Medallia Platform Administration & Configuration 1
What is the primary function of Medallia's Role-Based Access Control (RBAC)?