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Because anyone can save one and nobody owns them. Within a year there are nine versions of the same answer, three describing behaviour that changed two releases ago.
A new agent picks whichever appears first and confidently sends a customer something out of date.
Give every response an owner and a review date, and delete rather than duplicate. If two responses answer the same question, one of them is wrong.
Write them with placeholders that pull live values — the customer's plan, their renewal date — so nothing is a frozen snapshot that has to be edited every time.
A named person per product area, with a review cycle.
Yes — that is most of their value.
It is flagged, and shown as stale to anyone about to send it.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.