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When I create a new Case titled "Desktop pc broken" and I click on "KB RECORDS" on the traditional Case form, the search immediately throws up two matches:
1. "How to support Desktops?" from demo data.
2. "How to support 3D Scanners?" from demo data, published before.
But when I use the Case form in Customer Service Hub and click at the little book-icon on the right side of the Summary tab, the search doesn't show any matches.
Only when I reduce my search string "Desktop pc broken" (default taken from Case title) to only "Desktop", the system throws up the exactly same two matches as above.
(Relevance search has been activated in system settings.)
Questions:
Why does the traditional form search for partial matches of the search string while the Customer Service Hub needs to have the exactly same string to match?
How can I get the Service Hub to do the same search as the traditional form does?
Is it a bug in V9?
My clear opinion is that the traditional form's search is way more comfortable.
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André Arnaud de Cal...
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