Why wouldn't they be able to pick up a call and open a support ticket? or scan old books (press the button style). I do understand you point though. There would

Why wouldn't they be able to pick up a call and open a support ticket? or scan old books (press the button style). I do understand you point though. There wouldn't be enough for all of them. You can keep helping them and only use them when needed. At the end of the day it's about having workforce available when needed that you're already paying for and not having to pay someone else. Whether you have to use it or not is a different matter.