To the extent that is true, then the novice doesn’t end up asking for help. The goal is that the capability is discoverable. Or if it’s really a bit harder, there are hopefully tutorial youtube videos that cover the use case.
But when a user asks for specific help on a task they couldn’t figure out for themselves, or are asking for help with a ‘something went wrong’ dialog box, well helping with CLI is much more feasible than the involved mess of trying to basically make video tutorials ad-hoc, or screen share, or try to help them find the obscure log file an application wrote somewhere with the real error.
To the extent that is true, then the novice doesn’t end up asking for help. The goal is that the capability is discoverable. Or if it’s really a bit harder, there are hopefully tutorial youtube videos that cover the use case.
But when a user asks for specific help on a task they couldn’t figure out for themselves, or are asking for help with a ‘something went wrong’ dialog box, well helping with CLI is much more feasible than the involved mess of trying to basically make video tutorials ad-hoc, or screen share, or try to help them find the obscure log file an application wrote somewhere with the real error.