Shelf Features
Self-Service Experience (5)
Knowledge Base
As reported in 24 Shelf reviews. 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. 25 reviewers of Shelf have provided feedback on this feature.
Community Forums
Enables users to engage with other users to solve common issues. This feature was mentioned in 16 Shelf reviews.
Mobile Optimization
Based on 12 Shelf reviews. Optimizes the customer self-service experience on mobile devices
Personalization
Gives the user targeted, personalized results based on their activity or preferences 16 reviewers of Shelf have provided feedback on this feature.
Self-Service Platform (4)
Branding
Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 14 Shelf reviews.
Automation
As reported in 12 Shelf reviews. Automates some or all operation related tasks
Artificial Intelligence
As reported in 14 Shelf reviews. Utilizes artificial intelligence to improve workflows or customer experiences
Integrations
As reported in 16 Shelf reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools
Administration (6)
Database Management
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.
Data Workflows
Based on 35 Shelf reviews. Operationalizes data delivery workflows to easily scale repeatable preparation needs
Issue Management
Provide workflows to create and escalate issues related to risks and requests This feature was mentioned in 36 Shelf reviews.
Integrations
Based on 41 Shelf reviews. 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. 52 reviewers of Shelf have provided feedback on this feature.
Performance and Reliability
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
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. 44 reviewers of Shelf have provided feedback on this feature.
Data Governance
Ensures user access management, data lineage, and data encryption This feature was mentioned in 40 Shelf reviews.
Compliance
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.
Auditing
Based on 28 Shelf reviews. Perform ad-hoc or ongoing IT audits at different levels of the company.
Data Security (3)
Risk Data Attributes
As reported in 31 Shelf reviews. 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. 33 reviewers of Shelf have provided feedback on this feature.
Access Management
Based on 39 Shelf reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data.
Knowledge Pages (6)
Templates
As reported in 22 Shelf reviews. Provides pre-made templates for wiki pages and knowledge articles.
In-Content Feedback
Based on 23 Shelf reviews. Allows users to leave feedback within a wiki page or knowledge article.
Versioning and Version History
As reported in 24 Shelf reviews. 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. 23 reviewers of Shelf have provided feedback on this feature.
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 12 reviewers of Shelf have provided feedback on this feature.
Knowledge Dissemination (9)
Page Analytics
Based on 22 Shelf reviews. Provides data on wiki page and knowledge article use.
Permissions
Allows administrators to provide permissions and gate pieces of content based on role. 24 reviewers of Shelf have provided feedback on this feature.
Knowledge Sharing
Offers additional tools that facilitate knowledge sharing and collaboration. This feature was mentioned in 24 Shelf reviews.
Notifications
Based on 25 Shelf reviews. Notifies users when changes occur.
Advanced Search
Offers AI-based search capabilities 13 reviewers of Shelf have provided feedback on this feature.
Browser Extension
Allows users to capture knowledge from the web
Organization
Based on 12 Shelf reviews. 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
As reported in 10 Shelf reviews. Integrates with other knowledge repositories in the business
Knowledge Management (3)
Knowledge Base
Enables the creation of an internal repository of knowledge articles 59 reviewers of Shelf have provided feedback on this feature.
Publishing Workflows
As reported in 48 Shelf reviews. 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 This feature was mentioned in 52 Shelf reviews.
Customer Support (3)
Intelligent Search
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.
Suggestions
Based on 51 Shelf reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles
Decision Trees
Based on 53 Shelf reviews. Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues
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.
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
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
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





