Muscatine

You're confusing "should" and "could" and ignoring the question mark.   Somebody complained about people not saying what they mean.   I find even when people do, others don't pay attention.

Some others complain that what they said is not what I want them to mean.

Your Clintonesque attempts to bend the language are getting weaker.

Do you want to lead us through what "should" and "could" mean in this case?

Could and should, explained.  In the context with which you used the word "could", it implies the same meaning as the word "should".  In other words, the phrase you posted means: You believe they (the reps) should get the answers.

   A simple analogy:   When I used to tell my kids "Could you please close the door?"  It, of course, means I believe they "should" close the door.  I could have used either phrase and meant the same thing, of course.   So did you.

Don't take that dunce cap off.  In fact, pull it down tighter, and don't you budge from that corner little man/woman/thing.