Shelf Features

Provides a repository of information that can be used by those seeking support. This feature was mentioned in 24 Shelf reviews.

Makes articles in the knowledge base searchable on the web. This feature was mentioned in 25 Shelf reviews.

Based on 16 Shelf reviews. Enables users to engage with other users to solve common issues.

As reported in 12 Shelf reviews. Optimizes the customer self-service experience on mobile devices

Based on 16 Shelf reviews. Gives the user targeted, personalized results based on their activity or preferences

As reported in 14 Shelf reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.

Automates some or all operation related tasks This feature was mentioned in 12 Shelf reviews.

Based on 14 Shelf reviews. Utilizes artificial intelligence to improve workflows or customer experiences

Based on 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.

Operationalizes data delivery workflows to easily scale repeatable preparation needs This feature was mentioned in 35 Shelf reviews.

Based on 36 Shelf reviews. Provide workflows to create and escalate issues related to risks and requests

As reported in 41 Shelf reviews. Integrates with live chat, chatbots, help desk, or other customer service software

As reported in 52 Shelf reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

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 This feature was mentioned in 56 Shelf reviews.

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.

As reported in 40 Shelf reviews. Ensures user access management, data lineage, and data encryption

As reported in 36 Shelf reviews. Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.

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

Based on 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.

As reported in 39 Shelf reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data.

Provides pre-made templates for wiki pages and knowledge articles. 22 reviewers of Shelf have provided feedback on this feature.

Allows users to leave feedback within a wiki page or knowledge article. 23 reviewers of Shelf have provided feedback on this feature.

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

Based on 23 Shelf reviews. Displays knowledge articles to be arranged in a decision tree.

Detects any creation of already existing knowledge pages and alerts user

As reported in 12 Shelf reviews. Enables users to create rich knowledge pages with a combination of text, charts, images, video and audio

As reported in 22 Shelf reviews. Provides data on wiki page and knowledge article use.

Based on 24 Shelf reviews. Allows administrators to provide permissions and gate pieces of content based on role.

Offers additional tools that facilitate knowledge sharing and collaboration. 24 reviewers of Shelf have provided feedback on this feature.

Notifies users when changes occur. This feature was mentioned in 25 Shelf reviews.

Offers AI-based search capabilities This feature was mentioned in 13 Shelf reviews.

Allows users to capture knowledge from the web

Allows knowledge pages to be organized into sections and subsections as needed This feature was mentioned in 12 Shelf reviews.

Integrated with other tools to faciliate the sharing of information

Based on 10 Shelf reviews. Integrates with other knowledge repositories in the business

Enables the creation of an internal repository of knowledge articles This feature was mentioned in 59 Shelf reviews.

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

Based on 52 Shelf reviews. Helps users understand which knowledge articles are working and identifies areas of improvement

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.

Analyzes customer support tickets or conversations to suggest relevant knowledge articles 51 reviewers of Shelf have provided feedback on this feature.

As reported in 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