Treat CS rep (and end-user) questions as bug reports. Almost every time a CS rep asks a trivial question (more so even if it's asked repeatedly), it is a sign t

Treat CS rep (and end-user) questions as bug reports. Almost every time a CS rep asks a trivial question (more so even if it's asked repeatedly), it is a sign that something's wrong in the app's UI; or in the docs; or in the docs' discoverability; or in the marketing/sales messaging (e.g. customer bought a screwdriver thinking it was a hammer). Fixing whatever it is will save everybody's time - end-users, CS reps, engineers, and managers.