Sounds like this service manager should go back to playing his or her video games for a living!!!!!!!!
I doesn't take much to become the service manager in a lot of dealerships these days. Being related to the dealer seems to be the best way to land the job, closely followed by being the deadbeat brother of the dealer's wife. And that isn't my opinion just for Harley, auto dealerships aren't all that much better.
I remember back when each new model year led me and those like me to study every detail about the new models (I'm talking cars and trucks), so we would be fully up to date when the new vehicles went on sale. Now you talk to dealership folks or even some factory folks and they don't have a clue about the new stuff, or even last years stuff. It's just a job, and besides, if they really need to know some day they can always look it up (or in the case of many, just make something up).
If someone wants the straight scoop on their new product these days, and it isn't spelled out in the manual, they are more likely to get the right answer in an online forum than from their dealer. Sad state of affairs in my opinion, and only destined to get worse.
Jerry