- A
Amazon Chime
Why wrong: Amazon Chime is a communications service for video meetings, calls, and team chat for internal collaboration. It is not a customer contact centre solution.
- B
Amazon Connect
Amazon Connect is a cloud-native contact centre service. It provides IVR, call routing to agents, omnichannel support (voice and chat), and pay-per-use pricing with no upfront hardware or licensing costs.
- C
Amazon SNS
Why wrong: SNS is a pub/sub messaging service. It sends notifications to subscribers but does not provide interactive voice response, agent routing, or contact centre capabilities.
- D
Amazon WorkMail
Why wrong: WorkMail is a managed corporate email service. It is not a contact centre solution.
Question 646 of 1,024
CLF-C02 Cloud Technology and Services Practice Question
This CLF-C02 practice question tests your understanding of cloud technology and services. Match the stated requirement to the specific cloud service, access model, or configuration option — many options are valid in isolation but not for this scenario. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A company wants to set up a cloud-based customer service contact centre with an interactive voice response (IVR) system, agent call routing, and the ability to scale to thousands of agents without purchasing phone hardware or PBX equipment. Which AWS service provides this?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Amazon Connect
Amazon Connect is a cloud-based contact center service that provides an interactive voice response (IVR) system, automatic call distribution (ACD) for agent routing, and the ability to scale to thousands of agents without requiring any physical phone hardware or PBX equipment. It is purpose-built for this exact use case, offering pay-as-you-go pricing and integration with AWS services like Lambda and Lex for custom IVR flows.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Amazon Chime
Why it's wrong here
Amazon Chime is a communications service for video meetings, calls, and team chat for internal collaboration. It is not a customer contact centre solution.
- ✓
Amazon Connect
Why this is correct
Amazon Connect is a cloud-native contact centre service. It provides IVR, call routing to agents, omnichannel support (voice and chat), and pay-per-use pricing with no upfront hardware or licensing costs.
Related concept
Read the scenario before looking for a memorised answer.
- ✗
Amazon SNS
Why it's wrong here
SNS is a pub/sub messaging service. It sends notifications to subscribers but does not provide interactive voice response, agent routing, or contact centre capabilities.
- ✗
Amazon WorkMail
Why it's wrong here
WorkMail is a managed corporate email service. It is not a contact centre solution.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that candidates may confuse Amazon Chime (a meeting/collaboration tool) with a contact center service, because both involve voice, but Chime lacks IVR, agent routing, and queue management that are core to Amazon Connect.
Detailed technical explanation
How to think about this question
Amazon Connect uses a SIP-based architecture to handle voice calls, with media streams processed through Amazon Chime SDK under the hood for real-time audio. The service integrates with AWS Lambda to execute custom IVR logic, and with Amazon Lex for natural language understanding in voice prompts, enabling dynamic call flows without managing any telephony infrastructure. A real-world scenario is a company migrating from on-premises Avaya or Cisco Unified Contact Center to Connect, eliminating PBX maintenance and scaling agents globally in minutes.
KKey Concepts to Remember
- Read the scenario before looking for a memorised answer.
- Find the constraint that changes the correct option.
- Eliminate answers that are true in general but not in this case.
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A startup's cloud architect reviews their monthly bill and notices costs are higher than expected for a long-running batch job. Switching from on-demand instances to Reserved Instances — or using Spot/Preemptible VMs — can reduce compute costs by up to 72 %. Questions like this test whether you understand the tradeoffs between commitment, flexibility, and cost across cloud pricing models.
Quick reference
Cloud Service Model Comparison
| Model | You Manage | Provider Manages | Examples |
|---|---|---|---|
| IaaS | OS, runtime, apps, data | Hardware, hypervisor, networking | EC2, Azure VMs, GCP Compute Engine |
| PaaS | Apps and data | OS, runtime, middleware, hardware | Elastic Beanstalk, Azure App Service |
| SaaS | Data and settings only | Everything else | Microsoft 365, Salesforce, Workday |
| FaaS / Serverless | Function code only | Infra, scaling, runtime | Lambda, Azure Functions, Cloud Run |
| CaaS | Containers and apps | Kubernetes, OS, hardware | EKS, AKS, GKE |
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
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Cloud Technology and Services — study guide chapter
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FAQ
Questions learners often ask
What does this CLF-C02 question test?
Cloud Technology and Services — This question tests Cloud Technology and Services — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Amazon Connect — Amazon Connect is a cloud-based contact center service that provides an interactive voice response (IVR) system, automatic call distribution (ACD) for agent routing, and the ability to scale to thousands of agents without requiring any physical phone hardware or PBX equipment. It is purpose-built for this exact use case, offering pay-as-you-go pricing and integration with AWS services like Lambda and Lex for custom IVR flows.
What should I do if I get this CLF-C02 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
About these practice questions
Courseiva creates original exam-style practice questions with explanations and wrong-answer analysis. It does not publish real exam questions, exam dumps, or protected exam content. Learn why practice questions differ from exam dumps →
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Last reviewed: Jun 11, 2026
This CLF-C02 practice question is part of Courseiva's free Amazon Web Services certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CLF-C02 exam.
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