Not really. At minimum, a half-way decent support person would ask a few people internally or search Slack before answering.
In fact, they would have likely already heard about the new product at lunch or something.
Of course not. The extremely vast majority of support staff aren't connected to "internal people" and certainly don't have any access to the main company's Slack.
Most of all, those people are paid very little on very tight length-per-interaction targets. They can't spend any time at all looking for stuff outside the docs package or chatting with peeps outside the immediate costaff.
With the latter type, there’s still almost always a line of communication to corporate. And the support staff still try to help. They are decent human beings, even if the end result kind of sucks.
Ok, ok, need to have a tickmark next to the 'support' item in the quarterlies, let it be an eternal spinning wheel presenting on clicking the 'Our award winning instant support is HERE!' button then. Its close to the real experience anyway, right?