They actually know how they work. FYI it’s the integrated driver that determines what GPU to use not the catalyst control center. catalyst control center is just a interface it sets the variables for the drivers. Just like Nvidia control panel is just a interface . The Integrated GPU is your display GPU . The AMD Dedicated GPU is the rendering device. In my experience the tech you get on the phone at Dell is just CS and have little to no education that would actually help them in techs support. They follow a check list if they get to the end of the check list they either tell you its not their issue or they have you send it in for repair.
Calling corporate does not normally get you a person with any technical background either. If you can get the issue escalated to the engineering department you might get help. in your case they may have custom drivers available or beta drivers since the laptop is not that old.
Do not see a DXdiag however would bet that the drivers you are using is not the latest drivers. As dell generally stops support of their laptops within 1 -2 years of there production.
The bottom line is if the OEM gave everyone with issues the current driver the issue would most likely be solved. Have a friend with AMD switchable graphics he bought it despite me telling him not to . Installed modded drivers and the issue was resolved.
Corporate HQ USA is in California and GPU Division of AMD ATI Technologies, ULC. is located IN Canada. Texas office is not the corporate HQ its more of a sales office.