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25Wondering if anyone has come across this issue:
In our Case Record, we have the auto suggest on against a field called "Reason" and in each Knowledge Article, there is a Reason field (both entities referencing the same Reason entity).
We have discovered that if we DON'T populate the Keywords field, the Knowledge Article, despite being tagged with that matching reason, doesn't get suggested. However, add the Reason name into the Keyword field and the Article is suggested.
In the "Quick Find Active Knowledge Articles" view the Reason field is selected as a 'Find Column', but this doesn't change anything. As part of our testing we removed Keywords from the Find Column but we get exactly the same behaviour - no keyword, no suggestion.
Would appreciate your thoughts on this. Thanks in advance.
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