sales-medallia

What this skill does

# Medallia Platform Help

Help the user with Medallia Experience Cloud platform questions — from survey design and dashboard configuration through DXA setup, contact center analytics, API integration, and program administration.

## Step 1 — Gather context

If `references/learnings.md` exists, read it first for accumulated platform knowledge.

Ask the user:

1. **Which Medallia module do you need help with?**
   - A) Customer Experience — NPS, CSAT, CES surveys, feedback capture, action management
   - B) Digital Experience Analytics (DXA) — session replay, heatmaps, digital journey scoring
   - C) Contact Center — conversational intelligence, agent coaching, quality management
   - D) Employee Experience — employee listening, pulse surveys, activation
   - E) Experience Orchestration — personalized journeys, messaging
   - F) Market Research — agile surveys, video research
   - G) API / integrations — REST, GraphQL, Salesforce, ServiceNow, data import/export
   - H) Admin — user management, roles, reporting configuration, program setup
   - I) Pricing / licensing — EDR model, module costs, plan comparison
   - J) Something else — describe it

2. **What's your situation?**
   - A) Setting up Medallia for the first time
   - B) Something isn't working / data looks wrong
   - C) Optimizing an existing program
   - D) Integrating Medallia with other systems
   - E) Evaluating Medallia vs alternatives

3. **What's your role?** (CX leader, program admin, developer, analyst, contact center manager, or other)

**If the user's request already provides enough context, skip to the relevant step.** Lead with your best-effort answer, then ask 1-2 clarifying questions at the end.

## Step 2 — Route or answer directly

If the request maps to a specialized skill, route:
- NPS/CSAT strategy across tools → `/sales-customer-feedback {your question}`
- Product review collection (Trustpilot, G2, etc.) → `/sales-customer-reviews {your question}`
- Tool integration architecture → `/sales-integration {your question}`
- Qualtrics platform questions → `/sales-qualtrics {your question}`
- Medallia vs Qualtrics comparison → answer directly using platform knowledge (also see `/sales-qualtrics` for Qualtrics-specific detail)

Otherwise, answer directly from platform knowledge using the reference below.

## Step 3 — Medallia platform reference

**Read `references/platform-guide.md`** for the full platform reference — modules, pricing, integrations, data model, API overview, Frontline-Ready AI features.

Answer the user's question using only the relevant section. Don't dump the full reference.

**For API questions**, also read `references/medallia-api-reference.md` for endpoint details, authentication, and SDK documentation.

## Step 4 — Actionable guidance

You no longer need the full platform guide — focus on the user's specific situation.

1. **Step-by-step instructions** — numbered steps to accomplish their goal in Medallia
2. **Configuration recommendations** — specific settings, navigation paths in the admin console
3. **Program design guidance** — survey timing, question design, response rate optimization
4. **Verification** — how to confirm the setup works (test surveys, data validation, API testing)

If you discover a gotcha, workaround, or tip not covered in `references/learnings.md`, append it there.

## Gotchas

> *Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.*

- **Pricing is consulting-heavy.** Even simple changes (adding touchpoints, modifying dashboards, basic customizations) often require Medallia professional services at significant cost. Budget for ongoing services, not just the license.
- **Steep learning curve with minimal self-serve training.** New admins report a "sink or swim" experience. Invest in the Medallia Institute certification early — self-guided exploration of the admin console rarely works.
- **Dashboard customization requires admin expertise.** End users can't easily add filters, modify graphics, or set up automated report delivery without admin-level access. Plan for a dedicated program admin.
- **API access may be restricted by contract.** Not all Medallia instances have the same API access — verify your contract includes the APIs you need (Import, Query, Admin) and check your 60K/day rate limit.
- **EDR pricing can surprise you.** Every discrete interaction creates an Experience Data Record. High-volume touchpoints (digital feedback, contact center calls) can rapidly consume EDR allocation.
- **GraphQL Query API is powerful but complex.** It provides real-time analytics through a single endpoint, but building queries requires understanding Medallia's data model (units, records, fields). Start with the Query API Explorer.
- **Salesforce integration is bi-directional but needs configuration.** The AppExchange connector handles feedback → Salesforce cases and Salesforce events → survey triggers, but each direction requires separate setup and field mapping.

- **Self-improving**: If you discover something not covered here, append it to `references/learnings.md` with today's date.

## Related skills

- `/sales-customer-feedback` — Customer feedback, NPS, CSAT, VoC strategy across all tools — survey design, response rates, closed-loop feedback, benchmarking. Install: `npx skills add sales-skills/sales --skill sales-customer-feedback`
- `/sales-qualtrics` — Qualtrics XM platform help (CX/EX surveys, dashboards, API, Experience Agents) — the main enterprise alternative to Medallia. Install: `npx skills add sales-skills/sales --skill sales-qualtrics`
- `/sales-customer-reviews` — Product review collection and syndication (Trustpilot, G2, Judge.me, etc.) — different from customer feedback surveys. Install: `npx skills add sales-skills/sales --skill sales-customer-reviews`
- `/sales-integration` — Connecting Medallia to CRM, data warehouse, and analytics tools
- `/sales-do` — Not sure which skill to use? The router matches any sales objective to the right skill. Install: `npx skills add sales-skills/sales --skill sales-do`

## Examples

### Example 1: Low survey response rate

**User**: "Our post-interaction NPS survey is only getting a 5% response rate. How do I improve it in Medallia?"

**Approach**: Review survey design — shorten to 2-3 questions max (NPS + one open-end + optional driver question). Check delivery timing — send within 1 hour of interaction, not days later. Verify email deliverability. Consider SMS as an alternate channel. Use Medallia's conditional logic to skip irrelevant questions. Review subject line and sender name (personal > generic). Check if survey fatigue rules are properly throttling repeat requests.

### Example 2: Connecting Medallia to Salesforce

**User**: "I need to push Medallia feedback scores into Salesforce so our account managers can see customer health."

**Approach**: Walk through Medallia for Salesforce setup — install from AppExchange, configure bi-directional sync. Map NPS/CSAT scores to Salesforce account fields. Set up closed-loop alerts that create Salesforce cases for detractor responses. Configure feedback request triggers from Salesforce events (case closure, deal stage change). Verify field mapping and test with a small segment.

### Example 3: API data export for analytics

**User**: "I need to pull all our NPS data from the last quarter into our data warehouse for custom analysis."

**Approach**: Use the GraphQL Query API — authenticate with OAuth 2.0 (client credentials grant), construct a query filtering by date range and feedback type. Handle pagination for large datasets. Consider scheduling recurring exports via the Import/Export API rather than ad-hoc queries. Verify the 60K calls/day rate limit won't be an issue for the data volume needed.

## Troubleshooting

### "Survey results are hard to navigate — I can't find what I need"

- **Use role-based dashboards.** Medallia's reporting is designed around roles — e