As an agent, we are viewed by perspective students as an authority and expert.  Best practices entail always being honest. The student and their success is the number one priority.  It is my role to provide them with all the information they need to make an informed decision about their future.  My goal is to provide them with more answers than the questions they came in with.  If I do not know the answer, I say I don't know, but I can find out and get back with you if that's alright.  I always want to make sure I'm giving accurate information, so if I don't know the answer I do not assume or say yes, I ehr on the side of caution and say I don't know and then get back witth them in a timely manner with accurate information.