With respect, this slightly misses the point. It’s not a case of not knowing something, it’s a case of knowing something today, which is wrong tomorrow.
Imagine a scenario where constraint a exists, ie there is something not allowed. Everyone who joins the organisation made aware of this constraint. Training has been done, and everyone knows what to say.
Then something changes. Constraint a is now allowed, but only in certain circumstances. The change is released to the organisation’s customers, but before all customer facing staff are appraised of the change.
Now we have a situation where hard working staff are giving out information which they know is correct, but is, in fact, wrong. This is bad for the staff (they are doing their best, but the ground has shifted beneath them), and bad for the customers who are given incorrect information. That this is a bad outcome for the organisation goes without saying. But it’s also bad from an employee retention perspective. Who wants to face customers with incomplete information? What does that do for employee engagement?
I know you are all doing your best, but when things change rapidly in a growing organisation, stuff like this can easily fall between the cracks. It’s not easy to keep on top of, but you’re not selling phone cases, you’re a bank. It has to be right 