Module 3: Amazon Connect Introduction | Amazon Connect Course Quiz

Welcome to your Module 3: Amazon Connect Introduction | Amazon Connect Course Quiz

Name

Phone

1. What is Amazon Connect?

A) A service for managing AWS resources

B) A contact center as a service (CCaaS) platform for providing customer support

C) A cloud storage solution for businesses

2. What is the primary architecture of Amazon Connect based on?

A) Serverless infrastructure

B) On-premise servers

C) Hybrid cloud solution

3. Which of the following is a key feature of Amazon Connect?

A) Manual management of hardware

B) Ability to automatically scale based on demand

C) Limited support for customer communication channels

4. What is the main benefit of Amazon Connect?

A) Simplified customer service management with lower costs and scalability

B) High upfront costs and long-term commitment

C) Limited communication channel support

5. What is the pricing model for Amazon Connect?

A) Fixed monthly fee

B) Pay-as-you-go, based on usage

C) Annual subscription only

6. What is included in Amazon Connect's Free Tier?

A) Unlimited calls for 12 months

B) Limited voice minutes and chat usage

C) Full access to all AWS services

7. Which of the following communication channels does Amazon Connect support?

A) Voice, Chat, Email, and Task

B) Email and Video Calls only

C) Voice and SMS only

8. In which regions is Amazon Connect supported?

A) Only North America

B) Globally in multiple AWS regions

C) Only Europe and Asia

9. What is the telecom coverage like for Amazon Connect?

A) Only available in specific countries

B) Global telecom coverage with support for phone numbers in many countries

C) No telecom coverage is provided

10. Which of the following is a supported language in Amazon Connect?

A) Only English

B) English, Spanish, French, German, and many others

C) Only one language is supported at a time

11. What is the service quota in Amazon Connect?

A) The number of available phone lines per agent

B) The maximum number of concurrent agents, instances, and calls

C) The monthly service charge

12. What are the workstation requirements for an Amazon Connect agent?

A) High-end gaming computer

B) Basic computer with a microphone, headphones, and internet connection

C) Server-grade machines

13. What type of network requirements does Amazon Connect require?

A) Only internal network

B) High-speed internet connection with minimal latency

C) No network is required

14. What is required for administrators and engineers working with Amazon Connect?

A) Basic knowledge of AWS services

B) Knowledge of Amazon Connect-specific setup, management, and maintenance

C) No technical expertise is required

15. When creating an Amazon Connect instance, what is an important consideration for region selection?

A) Choosing the region closest to your physical office location

B) Selecting a region with the lowest AWS costs

C) Selecting a region based on the location of your customer base for low-latency access

16. What does KMS (Key Management Service) provide for Amazon Connect?

A) A database solution for contact centers

B) Encryption and management of data at rest

C) Scalable storage for logs

17. What type of security setup is required for Amazon Connect?

A) Only basic password protection

B) Secure access through IAM roles, policies, and KMS encryption

C) Single-use authentication for users only

18. What is Amazon Connect’s Data & Log Storage primarily used for?

A) Storing customer data permanently

B) Storing call logs, chat logs, and other interaction data for analysis

C) Only for storing billing information

19. What are AWS Permissions used for in Amazon Connect setup?

A) Granting access to billing information

B) Defining which users can manage and configure Amazon Connect resources

C) Assigning customer service tasks

20. What is the main purpose of Amazon Connect’s Task feature?

A) To manage billing and subscription payments

B) To allow agents to track and handle customer requests across different channels

C) To route calls to external partners

21. What is an important feature of Amazon Connect’s Voice channel?

A) Limited to 1-on-1 calls only

B) Ability to handle both inbound and outbound calls

C) Only for internal company calls

22. How does Amazon Connect support scalability?

A) Through a fixed infrastructure that does not change

B) By manually adding new hardware and resources

C) By scaling automatically based on demand

23. What is required for setting up Amazon Connect permissions?

A) AWS Identity and Access Management (IAM) roles and policies

B) A custom firewall configuration

C) Data encryption keys from external providers

24. What is the Amazon Connect instance creation process?

A) Creating an instance by selecting the desired region and configuring basic settings

B) Only purchasing a pre-built instance

C) Automatically configuring through AWS Lambda

25. How does Amazon Connect integrate with other AWS services?

A) Only integrates with EC2 instances

B) Through AWS Lambda, S3, CloudWatch, and other services

C) Only integrates with external third-party services

26. What is the primary benefit of using Amazon Connect for customer service?

A) Complex, multi-year contracts and expensive setup

B) High scalability, flexible pricing, and ease of integration with AWS services

C) Requires a lot of manual setup and maintenance

27. What type of agent workstations can be used for Amazon Connect?

A) Specialized hardware

B) Any basic computer with internet access and the ability to run Amazon Connect’s software

C) Only computers with certain operating systems

28. What role do AWS permissions play in Amazon Connect instance security?

A) They are not necessary for instance security

B) They define the level of access each user has to AWS resources, including Amazon Connect

C) They control the billing for the instance

29. What happens when an Amazon Connect instance is created in a region?

A) It is immediately ready for use with no additional configuration

B) It requires configuration for resources like phone numbers, users, and security settings

C) It is automatically populated with customer data

30. Which of the following is a key requirement for creating an Amazon Connect instance?

A) Selecting a region, configuring security, and setting up permissions

B) No region selection is needed

C) You must use the default AWS region