Working in Customer Services/Success, it is a huge recurring problem that changes with the website's features are not communicated to us, the workforce that faces customers and salespeople and account managers. Customer Success members are held accountable to customers, prospects and the salespeople who manage those accounts. When changes in website profile usability are made (from the front-end and back-end) the changes are almost never communicated with us. We look like absolute fools to our customers, unable to answer questions, because we don't know if the changes made are bugs/glitches or intentional changes. Then we wait on an answer from Engineering, reducing our productivity.