Shelf Features

As reported in 24 Shelf reviews. Provides a repository of information that can be used by those seeking support.

Makes articles in the knowledge base searchable on the web. 25 reviewers of Shelf have provided feedback on this feature.

Enables users to engage with other users to solve common issues. This feature was mentioned in 16 Shelf reviews.

Based on 12 Shelf reviews. Optimizes the customer self-service experience on mobile devices

Gives the user targeted, personalized results based on their activity or preferences 16 reviewers of Shelf have provided feedback on this feature.

Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 14 Shelf reviews.

As reported in 12 Shelf reviews. Automates some or all operation related tasks

As reported in 14 Shelf reviews. Utilizes artificial intelligence to improve workflows or customer experiences

As reported in 16 Shelf reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Based on 41 Shelf reviews. Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.

Based on 35 Shelf reviews. Operationalizes data delivery workflows to easily scale repeatable preparation needs

Provide workflows to create and escalate issues related to risks and requests This feature was mentioned in 36 Shelf reviews.

Based on 41 Shelf reviews. Integrates with live chat, chatbots, help desk, or other customer service software

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 52 reviewers of Shelf have provided feedback on this feature.

As reported in 56 Shelf reviews. Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took

Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. 44 reviewers of Shelf have provided feedback on this feature.

Ensures user access management, data lineage, and data encryption This feature was mentioned in 40 Shelf reviews.

Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. 36 reviewers of Shelf have provided feedback on this feature.

Based on 28 Shelf reviews. Perform ad-hoc or ongoing IT audits at different levels of the company.

As reported in 31 Shelf reviews. Identify risk data attributes such as description, category, owner, or hierarchy.

Protects data with some form of encryption as it leaves your secure or local network. 33 reviewers of Shelf have provided feedback on this feature.

Based on 39 Shelf reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data.

As reported in 22 Shelf reviews. Provides pre-made templates for wiki pages and knowledge articles.

Based on 23 Shelf reviews. Allows users to leave feedback within a wiki page or knowledge article.

As reported in 24 Shelf reviews. Allows users to see version history and return to previous versions of wiki pages.

Displays knowledge articles to be arranged in a decision tree. 23 reviewers of Shelf have provided feedback on this feature.

Detects any creation of already existing knowledge pages and alerts user

Enables users to create rich knowledge pages with a combination of text, charts, images, video and audio 12 reviewers of Shelf have provided feedback on this feature.

Based on 22 Shelf reviews. Provides data on wiki page and knowledge article use.

Allows administrators to provide permissions and gate pieces of content based on role. 24 reviewers of Shelf have provided feedback on this feature.

Offers additional tools that facilitate knowledge sharing and collaboration. This feature was mentioned in 24 Shelf reviews.

Based on 25 Shelf reviews. Notifies users when changes occur.

Offers AI-based search capabilities 13 reviewers of Shelf have provided feedback on this feature.

Allows users to capture knowledge from the web

Based on 12 Shelf reviews. Allows knowledge pages to be organized into sections and subsections as needed

Integrated with other tools to faciliate the sharing of information

As reported in 10 Shelf reviews. Integrates with other knowledge repositories in the business

Enables the creation of an internal repository of knowledge articles 59 reviewers of Shelf have provided feedback on this feature.

As reported in 48 Shelf reviews. Provides workflows for writing, editing, approving, and publishing knowledge article content

Helps users understand which knowledge articles are working and identifies areas of improvement This feature was mentioned in 52 Shelf reviews.

Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query 61 reviewers of Shelf have provided feedback on this feature.

Based on 51 Shelf reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles

Based on 53 Shelf reviews. Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues

Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary.

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives