Part of knowing your job is knowing what things you know and knowing what things you do not know. Although many techs would rather lose a limb than admit they don't know something.
Customers actually appreciate it if you let them know that you've hit a point where you need to get more information from other sources. (It lets them know you're human!) Set the customer's expectation, do some research, and then them know what you've found out. Even if you have to tell a customer that you still aren't sure what's going on and are still researching, they appreciate that you are willing to say "I'm not certain, but I'll find out."
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