This is largely a failure to invest in IT. Front line agents have less training than in the past and should not need it. Rules-based features such as SDC are what software exists for. All an agent should need to do is to pull up what the customer wants to do and the software ought to determine whether that is doable and what it costs, if anything.
The downside of this will be less front line discretion. No more agents saying that they will do "X" as a one-time gesture.