SearchUnify Core, Agent Helper & Knowbler Q2 '26 Release

Smarter Search, Better Agent Productivity, and Expanded Analytics

The Q2 '26 release introduces significant upgrades across SearchUnify Core, Agent Helper, and Knowbler, helping support teams work faster, surface better knowledge, and make more informed decisions.

Agent Helper Enhancements

1. Dual Response Generation in Response Assist

Generate two AI-powered responses simultaneously:

Reply to Customer

• Customer-ready communication
• Tone customization support
• Multilingual output

Solution for Agent

• Internal troubleshooting guidance
• Technical resolution details
• Relevant references and context

This eliminates duplicate effort and keeps customer-facing and internal communications aligned.

2. Switch Between Search and Agent Helper in Salesforce

Agents can now toggle between Search and Agent Helper within the same widget.

Benefits include:

• No loss of case context
• No interruption to workflow
• Faster access to knowledge and AI assistance
  

3. LLM-Powered Result Filtering

Search results are now intelligently filtered using AI.

The new engine:

• Understands case context
• Removes keyword-matched noise
• Surfaces the most relevant knowledge
• Reduces agent cognitive load

Admins retain full control through configurable filtering prompts.

🔍 Multi-Query Search with Rephrased Queries

Agent Helper now automatically generates multiple query variations and combines the results to improve relevance.

Key benefits:

• Better knowledge discovery
• Higher-quality search results
• Increased resolution accuracy
• Improved support for complex customer issues

Core Search Enhancements

🔎 Boolean Search Without "#"

Boolean searches are now more intuitive.

Users can simply type:

• search + client

instead of:

• # search + client

while receiving the same results. SearchUnify intelligently detects Boolean queries and processes them automatically.

🧠 Smarter Query Routing for Better Search Results

Hybrid Search now intelligently recognizes different query patterns and automatically routes each query through the most appropriate processing pipeline.

Instead of using a one-size-fits-all approach, SearchUnify dynamically selects the best path to process each search, delivering more context-aware and relevant results across a wider variety of search styles. This enhancement works seamlessly behind the scenes with no configuration required.

🎯 New AI-Powered Ranking Layer

Search results are now enhanced with an intelligent secondary ranking layer.

After the initial search retrieves matching documents, SearchUnify performs an additional relevance evaluation on the top results to surface the most useful content first. If the AI-powered ranking layer is unavailable, the system automatically falls back to standard search, ensuring uninterrupted performance and reliability.

⚙️ Fine-Grained Control Over Search Relevance

SearchUnify now offers greater control over how different content types are ranked based on search intent.

Using query patterns and content attributes, the platform can intelligently:

• Promote highly relevant content types for specific searches
• Deprioritize less relevant content where appropriate
• Continuously improve relevance as search behavior evolves

🖱️Expanded A/B Testing for Search Optimization

Continue improving search performance with more flexible A/B testing.

SearchUnify now supports up to five sub-search clients in an A/B test, expanding on the previous limit of three. This allows administrators to compare multiple search configurations simultaneously, including content source and relevancy configurations, to identify the best-performing search experience.

Performance can be evaluated using key metrics such as:

• Average Click Position (ACP)
• Click-Through Rate (CTR)
• Case Deflection

With support for more variants, teams can experiment faster, validate search optimization strategies with greater confidence, and continuously improve search relevance based on real user behavior.

🛡️ Admin Logs for Content Annotation

Gain complete visibility into annotation changes.

Admin Logs now capture:

• Annotation creation
• Annotation updates
• Annotation deletions
• User activity and timestamps

This improves auditability, troubleshooting, and governance across search operations.

These optimizations happen automatically, helping users discover the most valuable content faster without requiring manual intervention.

Knowbler Enhancements

📈 Knowbler Analytics APIs

Bring Knowbler insights into your broader reporting ecosystem.

Organizations can now access:

• Adoption Analytics
• Content Health Reports
• Gamification Metrics

via APIs for integration with BI platforms, dashboards, and automated workflows.

📊 Knowledge Base Effectiveness Visualization

A brand-new visualization helps managers understand how support cases align with available knowledge.

The report enables teams to:

• Identify high-volume issue clusters
• Measure knowledge coverage
• Detect content gaps
• Prioritize new article creation
• Improve self-service and case resolution

This gives knowledge managers a data-driven way to continuously improve knowledge quality.

This release is focused on helping support organizations improve knowledge discovery, streamline agent workflows, strengthen governance, and unlock greater value from AI-powered support operations.

Read the Full Release Notes
Dive into the complete Q2 '26 release documentation to learn more about the latest innovations across SearchUnify.

For feature demonstrations, implementation guidance, or adoption recommendations, please contact your dedicated Customer Success Manager.