To be fair the first one can't be done in one query but can be done in a handful of queries right?

Now I was never in a huge huge CX environment but internally we had a thing that was like Unthread and things were findable. Ultimately this was because people were serious about typing out things so you always had multiple axes to find things (and general policy of "write out the username to identify people" etc.)

Tools should help, but it's a combo of tools and a culture of regularity that really gets people to be performant and gets away from the "digging endlessly for that one convo" flow.