They want us to engage with "all the tools it offers"

That just sounds like management overpaid for a piece of software they don't really understand and want people to spend their day throwing shit at the wall to see what sticks, no matter how difficult it makes simple tasks. If you want to implement a piece of tech in a process, you have to very specifically define which parts of that software will be used and how, otherwise it's a headache for everyone involved. It's like giving a set of knives to someone who mostly chops vegetables, and asking them to engage with the knives it offers, even though they have no use for a jamón slicing knife.

Idk much about Salesforce tbh but what you describe does sound like one of those legacy ways of doing something that has worked the same way for 25 years even though it makes no sense, but it would be a disaster if someone changed it to make sense. Now you just put a chatbot in charge of it, and blame the user for not being able to prompt it right.