AWS Certified Cloud Practitioner — Question 195

A company wants to offer direct phone and chat channels for customer service. The company needs a pay-as-you-go solution that remote customer service agents can use to create and manage voice and chat contact flows.

Which AWS service will meet these requirements?

Answer options

• A. Amazon EventBridge (Amazon CloudWatch Events)
• B. Amazon Connect
• C. Amazon Cognito
• D. AWS Direct Connect

Correct answer: B

Explanation

Amazon Connect is specifically designed for creating and managing customer service channels like voice and chat, making it ideal for this scenario. The other options do not provide the necessary features for managing customer service interactions: Amazon EventBridge is for event management, Amazon Cognito is for user identity management, and AWS Direct Connect is focused on establishing private connections to AWS services.