[julianlam]

I think that's a rather extreme example.

As support, you often have the knowledge to accurately determine whether a request is truly important, or can be ignored temporarily in lieu of more important issues.

A more accurate example using your particular automotive context would be a customer complaining that they don't know how to change the radio stations.

Feel free to drop everything in the middle of your engine replacement job to teach this person how to use the radio.