Q3 ’26 Product Release: Continued Innovation

New enhancements. Smarter workflows. More reliable AI experiences.

Innovation continues with the SearchUnify Q3’26 Release, bringing enhancements across our platform to strengthen analytics, simplify administration, improve knowledge workflows, and deliver more contextual AI-powered support.

Here’s a closer look at what’s new across the product suite.

AI Case Quality Auditor | Deeper Case Quality Insights

Gain greater visibility into individual contributions to cases handled by multiple support agents.

• View individual Agent Performance Scores alongside the overall case QA score.
• Access parameter-wise evaluations, rule-level deductions, AI-generated justifications, and supporting conversations.
• Review agent contributions, SLA performance, escalation details, and resolution summaries.

These enhancements help QA teams identify improvement opportunities and make more informed case quality assessments.

AI Agent Partner | Smarter Feedback and License Management

This release makes it easier to capture feedback on AI-generated assistance and turn it into actionable insights.

• Simplified feedback submission: Share feedback through a text-based popup, with automatic categorization of comments.
• Enhanced feedback analytics: Explore feedback trends, coverage metrics, and feature-level insights using advanced filters and search.
• Token consumption tracking: Monitor AI Agent Partner activity in the LLM Token Consumption report.

• Centralized license management: Assign and reassign licenses, manage users in bulk, track inactive users, and monitor license expiry.

The result: better visibility into AI performance, usage, and access management.

Knowbler | Smarter Knowledge Creation

Knowbler introduces enhancements that help teams create knowledge more efficiently while maintaining greater control over AI configurations.

• Flexible LLM selection: Choose model providers and specific variants to align with performance, cost, and safety requirements.

• Knowledge creation notifications: Identify potential knowledge creation opportunities directly in Salesforce when cases are closed.

These updates strengthen knowledge workflows while improving configuration flexibility and safeguards for sensitive information.

AI Support Agent | More Contextual and Reliable Self-Service

Deliver a more intuitive support experience with enhancements spanning conversations, case creation, analytics, and agent handovers.

• Refreshed interface: Explore a redesigned chat experience with suggested queries and streamlined navigation.
• Context-aware case creation: Automatically populate supported case fields using conversation context and available user details.
• Intelligent clarification: Resolve ambiguity with relevant follow-up questions that account for existing conversation context.
• Sentiment analysis: Understand positive, neutral, and negative sentiment across completed conversations.
• Improved fallback handling: Provide relevant search results or alternative support options when AI cannot retrieve information or generate a response.
• More accurate deflection reporting: Identify explicit dissatisfaction and classify such conversations as unsuccessful.
• Enhanced analytics: Gain deeper visibility into deflected, handed-over, abandoned, and unsuccessful conversations.
• Configurable handover summaries: Choose paragraph-based or structured summaries for Salesforce Live Agent transfers.
• Improved session management: Automatically end sessions based on configured inactivity periods or activities.

Together, these enhancements help teams improve self-service effectiveness, understand support outcomes, and deliver smoother AI-to-human transitions.

SearchUnify | Enhanced Feedback Visibility

Get more context from user feedback with two new fields in the Content Experience Feedback report:

• Feedback: View the textual comments shared by users.
• Reported By: Identify the email address associated with the feedback.

These additions help teams better understand user sentiment and identify opportunities to improve the content experience.

Continued Innovation, One Release at a Time

From deeper analytics and streamlined administration to smarter knowledge workflows and more contextual AI interactions, the Q3 ’26 Patch Release builds on our commitment to continuously improving enterprise support experiences.

📖 Explore the complete Q3 ’26 Patch Release Notes for all feature details and configuration guidance.

Which enhancement are you most excited to explore? Share your thoughts in the comments!