Complete 1KA user support (helpdesk) is intended solely for (a) shorter clarifying ambiguities, (b) directing the user to the existing document assistance and (c) explanations in case of unforeseen problems.
That applies to help over email as to help over the phone.
In cases where users with low information literacy need help even with the simplest commands (due to the lack of experience with information technology; for example - How do I bold text? Where do I turn on the survey preview? How do I add a specific type of question? ...), we refer them to professionals to help them in creating a survey. The same is with users who need assistance in statistical-methodological field.