Test your Amazon Connect knowledge with 50 scenario-based questions on contact flows, routing, security, metrics and AI. Every answer is explained, so you learn while you practise.
Start with Set 1 here for free. When you're ready to go deeper, the full Udemy course has all four sets — 200 questions from fundamentals to developer integrations and generative AI.
Contact flows, queues, routing profiles, security profiles, instance setup, Lambda and Lex, Tasks, Cases, and real-time & historical metrics.
Take Free TestFlow design best practices, VIP and proficiency routing, callbacks, chat & messaging, Amazon Lex, number porting, audio quality and fraud prevention.
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Five questions from the free test. Try each one, then reveal the answer and explanation.
Answer: B. Flow
In Amazon Connect, a flow (contact flow) defines how a contact is handled end to end: playing prompts, collecting input, invoking AWS Lambda or Amazon Lex, setting attributes, and transferring the contact to a queue or agent. Reference: https://docs.aws.amazon.com/connect/latest/adminguide/connect-contact-flows.html
Answer: A. Hours of operation associated with the queue, C. A Check hours of operation block in the flow
Hours of operation are associated with a queue. In the flow, the Check hours of operation block compares the current time with that schedule and routes the contact down the In hours or Out of hours branch. Reference: https://docs.aws.amazon.com/connect/latest/adminguide/check-hours-of-operation.html
Answer: B. Queued callback
Queued callback uses the Set callback number and Transfer to queue blocks. Amazon Connect uses the original contact start time, so the callback keeps the caller's place in line. Reference: https://docs.aws.amazon.com/connect/latest/adminguide/setup-queued-cb.html
Answer: A. Store users within Amazon Connect, D. SAML 2.0-based authentication with an identity provider
Amazon Connect offers three identity options: store users in Amazon Connect, link to an existing directory (AWS Directory Service), or SAML 2.0-based authentication. The choice cannot be changed after the instance is created. Reference: https://docs.aws.amazon.com/connect/latest/adminguide/connect-identity-management.html
Answer: A. Stream contact records to Amazon Kinesis Data Streams or Amazon Data Firehose
Amazon Connect data streaming can send contact records to Kinesis Data Streams or Amazon Data Firehose (and agent events to Kinesis Data Streams), which can then deliver them to Amazon S3 for analytics. Reference: https://docs.aws.amazon.com/connect/latest/adminguide/data-streaming.html
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