We have added the knowledge base search control to the case form in our customers new unified interface app but they are finding that when they create a new case from with an existing case that had a successful search, the keywords from the search field of the existing case are populating automatically in the search field of the new case record.
I have tested this in a trial instance and I get the same behaviour. See screenshots below.
This is a successful search from an existing sample case:
And when I create a new case from within the existing one (not a child case), the knowledge search field with the keywords from the previous case record:
Any idea's if this is expected behaviour? The KB Records control does not behave like this in the legacy web client interface in the activity pane.
Thanks
Phil