Module 8: Integrations | Amazon Connect Course Quiz

Module 8 Integrations Amazon Connect Quiz

Welcome to your Module 8: Integrations | Amazon Connect Course Quiz

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1. What is a common use case for integrating third-party URL-based apps with Amazon Connect?

A) To configure agent security profiles

B) To display customer data from external systems during a call or chat

C) To manage routing profiles

2. How are third-party apps typically integrated with Amazon Connect?

A) By embedding URLs in contact flows or CCP customizations

B) By uploading apps directly to the Amazon Connect dashboard

C) By assigning them to routing profiles

3. What is the primary function of Amazon Lex in Amazon Connect integrations?

A) To configure hours of operation

B) To enable conversational AI for voice and chat flows

C) To assign tasks to agents

4. Which technology does Amazon Lex rely on for understanding natural language?

A) Speech Synthesis Markup Language (SSML)

B) Natural Language Processing (NLP)

C) CloudWatch Events

5. How can Lex bots enhance chat and voice flows?

A) By providing automated responses and task execution

B) By managing routing profiles for agents

C) By storing customer data

6. What is the primary purpose of integrating AWS Lambda with Amazon Connect?

A) To execute custom logic during a call flow

B) To create agent accounts automatically

C) To configure the CCP on Zendesk

7. How is Lambda invoked in a voice call flow?

A) By embedding Lambda functions in contact flow blocks

B) By enabling EventBridge in the flow configuration

C) By linking DynamoDB tables directly to the contact flow

8. Which AWS service is commonly used alongside Lambda for storing customer data in integrations?

A) Amazon Polly

B) DynamoDB

C) CloudWatch

9. How can a contact center be configured to close on holidays without using a database?

A) By defining holidays in a “Check Hours of Operation” block

B) By invoking a Lambda function to check holiday dates

C) By using EventBridge to manage the holiday schedule

10. What happens if a call reaches a holiday closure configuration?

A) The call is routed to a pre-recorded holiday message or voicemail

B) The call is automatically terminated

C) The call flow redirects to an agent

11. What is the purpose of EventBridge in Amazon Connect?

A) To schedule and trigger actions based on events

B) To create routing profiles for agents

C) To integrate third-party applications directly

12. How can CloudWatch Events be used with Amazon Connect?

A) By setting up triggers for monitoring and automation

B) By creating voice contact flows

C) By enabling Lex bots for chat

13. What is the purpose of integrating Amazon CCP with Zendesk?

A) To enable agents to handle calls directly from the Zendesk interface

B) To manage agent routing profiles

C) To configure chat widgets

14. What is a key benefit of integrating CCP with Zendesk?

A) Unified interface for managing customer interactions and tickets

B) Automatic creation of security profiles for agents

C) Enhanced customization of contact flows

15. What is the primary role of DynamoDB in Amazon Connect integrations?

A) To store and retrieve customer or configuration data during a call or chat flow

B) To configure security profiles for agents

C) To display third-party URLs in the CCP

16. How can DynamoDB be accessed within a contact flow?

A) By using a Lambda function to query the table

B) By linking the database directly to the routing profile

C) By configuring EventBridge to trigger queries

17. What is a common use case for integrating DynamoDB with Lambda in Amazon Connect?

A) To check customer details and route calls dynamically

B) To modify agent status

C) To configure holiday hours

18. How is data securely passed between Lambda and DynamoDB in Amazon Connect?

A) By using IAM roles and policies to restrict access

B) By embedding data directly in the contact flow

C) By using Quick Connect configurations

19. What type of data is typically stored in DynamoDB for Amazon Connect integrations?

A) Customer preferences, account details, and routing configurations

B) Agent security credentials

C) Widget customization scripts

20. What is the advantage of using Lambda and DynamoDB together in Amazon Connect?

A) Real-time data processing and dynamic call or chat handling

B) Easier widget customization for web chats

C) Simplified agent account creation

21. How can third-party URL-based apps enhance the agent experience in Amazon Connect?

A) By displaying external data or tools directly within the CCP

B) By managing contact flow blocks automatically

C) By creating agent routing profiles

22. Where can third-party app URLs typically be embedded in Amazon Connect?

A) Contact flows or CCP customizations

B) Hours of Operation configuration

C) EventBridge schedules

23. What feature of Amazon Lex allows it to support multi-turn conversations?

A) Dialog management

B) EventBridge integration

C) Lambda triggers

24. How can Lex bots be updated for new use cases in Amazon Connect?

A) By modifying the bot in the Lex Console and updating the contact flow

B) By creating a new contact flow for each use case

C) By embedding new third-party URLs in the bot

25. What is a key benefit of using Lex bots for customer interactions?

A) Reduces agent workload by automating simple tasks

B) Increases the number of agents needed for routing

C) Eliminates the need for contact flows

26. How can Lambda functions improve customer experiences in voice call flows?

A) By dynamically fetching data to personalize interactions

B) By replacing agents in the CCP

C) By managing hours of operation

27. What type of output is typically expected from a Lambda function in a contact flow?

A) JSON containing customer data or routing instructions

B) HTML code for widget customization

C) Audio prompts for the customer

28. What is a common use case for EventBridge in Amazon Connect integrations?

A) Automating actions based on scheduled events or changes in customer status

B) Creating agent accounts and profiles

C) Adding Lex bots to voice call flows

29. How can DynamoDB be used to manage customer attributes during a call?

A) By querying the database using a Lambda function in the contact flow

B) By embedding DynamoDB data directly into contact flows

C) By using EventBridge to automate database updates

30. What security measure is essential when integrating DynamoDB with Lambda in Amazon Connect?

A) Using IAM roles to control access to DynamoDB and Lambda functions

B) Embedding customer data directly in the contact flow

C) Allowing unrestricted access to all agents