Jay Alcock

We have found that the new search which uses Copilot within the Knowledge Article page in Customer Service Workspace doesn't reset the filter to show all records after clicking on the 'X' on the search bar to clear the keyword(s) entered.

It seems that the 'Reset all' button on the search field only shows on certain way of searching. i.e If you type, Status is Draft, the 'Reset all' is visible but if you type 'Draft', you only get the 'X' button which upon clicking only clears the search field but the result doesn't show all the records as it did with the old Filter field on the right hand side.

It would be great if either the 'Reset all' is always showing or 'X' behaves similar to the 'Reset all' button from the search field.

It would also be great if users only type a keyword, i.e. When users type 'Test' in the search field this will show any articles with the word 'test' and this will include articles where the word 'test' is combined with other words i.e. 'Aftest' or 'testing'. At the moment, it seems that the filter will only show articles with the word 'test' in between words or the beginning of the Title. It seems that the functionality at the moment will require user to explain and type more words, i.e. title contains test, to get all articles with the word 'test' whereas the old filter showed all the articles with the word 'test' if users only put 'test' in the filter field which no longer exist as it's been replaced with the Copilot search field.

Thanks,

Jay