I want to use data category mappings on two case fields, and have suggested articles returned if there is a match on either of the two fields. At present, suggested articles are only being returned for articles that match BOTH of the case fields. In other words, behind the scenes it seems SF is performing search logic of 'return results only if A AND B are found', when what I want is for it to perform logic like 'Return results if either A OR B are found'.

For example, if ...

Article 1 has data categories A and B

Article 2 has data category A only

Article 3 has data category B only

... only article 1 will show up as a suggested article if there is a match to a case field on both A and B. If there is a case that has a match to a case field for just A, or just B, then no result will show up in suggested articles.

To reproduce:

Create a data category mapping between two case fields and two data categories.

Create an article (1) that has only one of the configured data categories assigned to it.

Create an article (2) that has both of the data categories assigned to it.

Generate a case that contains both of the case fields that were mapped to data categories.

You will find that only 2 will show up as a suggested article on the case. I want both 1 and 2 to show up (so I want partial matching).

Any help? Thanks.