I work for a large defense contractor and am an SME for some of our mechanical engineering tools. I am called by less experience users of the tool with off the wall questions or questions I haven't had to answer in years. I always screen share and then let them know I am going to Google or Duck Duck Go to search for the answer to their question, unless I know it off the top of my head.The problem of people simply asking for basic information that could be found in the owners manual (or the shorter users guide) is that they show they just want instant gratification.
Encouraging people to teach themselves is a good thing, that millions of parents have clearly failed at.
I am always amazed when the same person calls me two days later and I ask them if they did any research themselves, they say "No". If I am in a meeting I will ask over instant message if they have looked themselves. If they say no again I let them know I won't be able to help them until the meeting I am on is over. Miraculously they found the answer or got real close using .... the internet.
I have no issue helping people and letting them know where I found the information so that they have a point of reference in the future. An old boss said "we are done spending 80% of our time on 20% of the people! They can either get on the bus or watch it leave. We are spending 80% of our time on the 80%"!