[ Shelf Reviews ](https://www.g2.com/products/shelf-shelf/reviews) [ Shelf Reviews ](https://www.g2.com/products/shelf-shelf/reviews) # Shelf Features ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Administration (6) Database Management Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. Data Workflows Operationalizes data delivery workflows to easily scale repeatable preparation needs Issue Management Provide workflows to create and escalate issues related to risks and requests Integrations Integrates with live chat, chatbots, help desk, or other customer service software User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Performance and Reliability 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 Show More ##### ## Compliance (4) Policies and Controls Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. Data Governance Ensures user access management, data lineage, and data encryption Compliance Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. Auditing Perform ad-hoc or ongoing IT audits at different levels of the company. Show More ##### ## Data Security (3) Risk Data Attributes Identify risk data attributes such as description, category, owner, or hierarchy. Data Transport Protects data with some form of encryption as it leaves your secure or local network. Access Management Allows administrators to set user access privileges to permit approved parties to access sensitive data. Show More ##### ## Knowledge Pages (6) Templates Provides pre-made templates for wiki pages and knowledge articles. In-Content Feedback Allows users to leave feedback within a wiki page or knowledge article. Versioning and Version History Allows users to see version history and return to previous versions of wiki pages. Decision Trees Displays knowledge articles to be arranged in a decision tree. Duplicate Detection Detects any creation of already existing knowledge pages and alerts user Content Editor Enables users to create rich knowledge pages with a combination of text, charts, images, video and audio Show More ##### ## Knowledge Dissemination (9) Page Analytics Provides data on wiki page and knowledge article use. Permissions Allows administrators to provide permissions and gate pieces of content based on role. Knowledge Sharing Offers additional tools that facilitate knowledge sharing and collaboration. Notifications Notifies users when changes occur. Advanced Search Offers AI-based search capabilities Browser Extension Allows users to capture knowledge from the web Organization Allows knowledge pages to be organized into sections and subsections as needed Other Integrations Integrated with other tools to faciliate the sharing of information Knowledge Integrations Integrates with other knowledge repositories in the business Show More ##### ## Knowledge Management (3) Knowledge Base Enables the creation of an internal repository of knowledge articles Publishing Workflows Provides workflows for writing, editing, approving, and publishing knowledge article content Analytics Helps users understand which knowledge articles are working and identifies areas of improvement Show More ##### ## Customer Support (3) Intelligent Search Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query Suggestions Analyzes customer support tickets or conversations to suggest relevant knowledge articles Decision Trees Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues Show More ##### ## Generative AI (2) AI Text Summarization Condenses long documents or text into a brief summary. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Genesys AppFoundry Marketplace (6) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Agentic AI - Knowledge Base (3) Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ## Top-Rated Alternatives [ ![Guru](https://images.g2crowd.com/uploads/product/hd_favicon/ca023436a2b2ea9ce1964fde428f0038/guru.svg "Guru") Guru 4.7/5 (2,256) ](https://www.g2.com/products/guru/reviews) [ ![Bloomfire](https://images.g2crowd.com/uploads/product/hd_favicon/559a69dd7869db05605b636c82852460/bloomfire.svg "Bloomfire") Bloomfire 4.6/5 (500) ](https://www.g2.com/products/bloomfire/reviews) [ ![Document360](https://images.g2crowd.com/uploads/product/hd_favicon/b872c1cb242b0087c09d41abdeb977a3/document360.svg "Document360") Document360 4.7/5 (508) ](https://www.g2.com/products/document360/reviews) [ View All Alternatives ](https://www.g2.com/products/shelf-shelf/competitors/alternatives) Shelf Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_911354aa9fcdd7280a5bf61aee42fc72/guru.png "Product Avatar Image") Guru 4.7/5 (2,318) [ Compare Now ](https://www.g2.com/compare/guru-vs-shelf-shelf) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2a9a43b2d4b9db5bdb0ced67c5e23b61/confluence.png "Product Avatar Image") Confluence 4.1/5 (4,360) [ Compare Now ](https://www.g2.com/compare/confluence-vs-shelf-shelf) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_a57c0e7654a97b82045187bac10fa8ed/bloomfire.png "Product Avatar Image") Bloomfire 4.6/5 (513) [ Compare Now ](https://www.g2.com/compare/bloomfire-vs-shelf-shelf) ##### Categories on G2 [ Knowledge Base ](https://www.g2.com/categories/knowledge-base-software)[ Customer Self-Service ](https://www.g2.com/categories/customer-self-service)[ Contact Center Knowledge Base ](https://www.g2.com/categories/contact-center-knowledge-base) [ Genesys AppFoundry Marketplace ](https://www.g2.com/categories/genesys-appfoundry-marketplace) Show More ##### Explore More [ Best data analytics tools for tech industry ](https://www.g2.com/discussions/what-are-the-best-data-analytics-tools-for-the-tech-industry)[ Best cloud-based CPQ software for business apps ](https://www.g2.com/discussions/what-is-the-best-cloud-based-cpq-software-for-business-applications)[ What platform provides analytics on interview performance? 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