Amazon Connect Case Quiz | Lesson 1

Ace your next cloud contact center exam. Take this free Amazon Connect Case Quiz to test your knowledge on case management, routing, and workflows.

1 / 10

Which of the following is NOT something Cases lets agents do from the agent workspace (May 2026 update establishes they now CAN do it)?

Delete a case opened in error

Unlink a contact associated with the wrong case

Edit case comments

2 / 10

What does the Cases + Customer Profiles Identity Resolution integration ultimately give agents?

A complete case history under one unified customer profile

A new phone number for the customer

A discount code generator

3 / 10

What happens to eligible Service Quotas requests for Cases when submitted through the console?

They are automatically approved without manual intervention

They require a support case every time

They are always rejected initially

4 / 10

What AWS feature ties directly into monitoring case workload utilization against applied limits?

AWS Service Quotas

AWS Trusted Advisor

AWS Cost Explorer

5 / 10

What kind of related items can agents now create, edit, and delete directly in a case (May 2026)?

Custom related items such as orders, returns, and invoices

Only comments

Only attachments

6 / 10

What is required to programmatically deploy and update Cases configuration (templates, fields, layouts) across instances?

CloudFormation templates

Lambda layers

IAM roles only

7 / 10

Which company was quoted discussing how Cases helps handle operating activities for legal debt relief support?

Litigation Practice Group

Arbonne

Fujitsu

8 / 10

What did AWS announce in June 2022 prior to the GA of Cases?

A preview of Amazon Connect Cases

The GA of Amazon Connect Tasks

The GA of Outbound Campaigns

9 / 10

What information do agents see in a single unified view when handling a case?

Date/time opened, issue summary, and customer information

Only the case ID number

Only the assigned agent's name

10 / 10

What business outcome does AWS say Amazon Connect Cases helps reduce?

Average handle times of issues

Number of phone numbers needed

Outbound call costs

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