In the absence of evidence-you-know-you-need-Y: the odds are often HEAVILY skewed towards you not knowing about X, or being confused about either X or Y's purpo

In the absence of evidence-you-know-you-need-Y: the odds are often HEAVILY skewed towards you not knowing about X, or being confused about either X or Y's purpose. If you do tech support of any kind with random people, it's pretty clear that a majority simply don't know what's available, or why Y may not be a good idea. They need to do a thing, heard that Y can do it, and now they're asking how to use Y - reasonable, but frequently misguided. When Y is dramatically more complex (either harder to set up, or more error-prone to use), recommending X before sinking a ton of effort into explaining Y solves a lot of cases quickly, for both parties.