Lexus Mexico Magical Escape Room

Lexus Mexico

Magical Escape Room

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Lesson 01: Unattended Child in Vehicle

Haunted Forest: venture forth and reach the end of the path

Magical Progress

Connect with Lexus Experience Center Mexico

Hang Up

Question 1/4

If an RS receives an SOS or ACN call and suspects the caller is a young child alone, what should the RS do after 5 minutes and no adult has returned to the vehicle and RS wasn't able to reach a responsible adult?

Question 2/4

If after 5 minutes, a responsible adult returns to the vehicle, what will the RS need to do?

Ensure customer doesn't need assistance and end the call.

Contact Local Law Enforcement

Connect with Lexus Experience Center Mexico

Question 3/4

If a responsible adult doesn't return to the vehicle after 5 minutes and we have connected with and updated Lexus Experience Center Mexico, what should we do if they request and updated vehicle location?

Click Refresh Vehicle Location Icon on the Map

Ask the child to tell you what they see out the window

Provide clear case notes, dispo, and end the call

Question 4/4

When should we end the call with the Lexus Experience Center Mexico in an Unattended Child Situation?

After connecting with Lexus Experience Center Mexico

After the ambulance has been dispatched.

When Situation has been fully resolved (welfare check or adult returned to vehicle)

Well done!

Lesson learned!

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You fell!

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Lesson 02: KB Hunt

Potions. Drag the circleover the potions tofind the correct KB # and click on it.

Magical progress

Question 1/4

In Salesforce PROD, which KB article can you find the list of Mawdy services?

1802

1889

1877

Drag the circle and findthe letter.

Question 2/4

In Salesforce PROD, which KB article can you find the procedure for a Lexus Mexico SOS or ACN Emergency where the guest is unresponsive?

1766

1760

1757

Drag the circle and findthe letter.

Question 3/4

In Salesforce PROD, which KB article can you find the procedure for providing the last known location to Lexus Experience Center Mexico?

1766

1777

1768

Drag the circle and findthe letter.

Question 4/4

In Salesforce PROD, which KB article can you find the procedure for a Lexus Mexico Dropped or Disconnected Call?

1755

1798

1745

Drag the circle and findthe letter.

Well done!

Lesson learned!

Continue

Oh no! You have added the wrong ingredient to the mixture and created poison, go back to correct the mixture.

It's poison!

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Lesson 03: Services

Divination. Can you predict the future by looking at a single card?

Magical Progress

Question 1/2

What should we do if a US customer driving in Mexico wishes to recieve support from Destination Assist.

Hang Up

Inform them that we will do our best but the service may not work as it wasn't designed for Mexico.

Let them know there is nothing we can do since this was designed for US and Canada.

Tell them that will be no problem and we will find the destination for them.

Question 2/2

Which of the following services is NOT available in Mexico?

Service Connect

SVL

Wi-Fi Connect

Safety Connect

Well done!

Lesson learned!

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Whoops!

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Lesson 04: SVL

Enchantments Which of these options is the best choice?

Magical progress

Question 1/3

Which of these screnshots mean that action is required before an SVL can be started for the vehicle?

Question 2/3

Which of the screenshots below shows that the vehicle is not SVL eligible?

Advise the caller to contact 1-800-00-LEXUS for location updates.

If it is the Registered Subscriber we can make an exception and share location information with them.

Question 2/3

Vehicle location for Lexus Mexico SVL requests can only be shared with an agent from the Lexus Experience Center Mexico. If someone else calls to ask for location information, what should we do?

You did it!

Congratulations!

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Try Again!

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You have now completed the October Lexus Mexico Continuing Education Course

Are you sure you want to exit?

Your progress will be lost and you will not learn witchcraft

Exit

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