Shelf Reviews & Product Details

Shelf is a modern knowledge platform that helps on-demand businesses improve service and increase productivity with fast, helpful answers to customer and employee questions. Shelf's MerlinAI listens for questions and instantly suggests the best answers in search, self-service portals, web forms, chat, CRM, support apps, and contact center platforms. Identify gaps between questions and answers with Shelf analytics and automate content publishing to every channel. Rated #1 for ease of use.

Product Website

Seller

Shelf

Discussions

Shelf Community

Languages Supported

Arabic, Bulgarian, Czech, Danish, German, Greek, English, Estonian, Finnish, French, Hungarian, Indonesian, Icelandic, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified), Chinese (Traditional)

Product Description

Shelf is a content sharing platform designed to help distributed teams organize, declutter, and instantly find their most important resources in one place.

Overview by

Oksana Zdrok

Value at a Glance

Averages based on real user reviews.

Time to Implement

4 months

View More Pricing Information

Shelf Media

Shelf Demo - Shelf Knowledge Platform Homepage

The Shelf modern knowledge management platform helps businesses thrive with on-demand answers to the questions that block customer and employee success.

Save valuable time with AI-powered pinpoint faceted accurate search

Our powerful analytics suite helps you understand what content is most used, what needs to be changed, and what's going out-of-date. Dashboards visualize your key results and metrics to quickly understand performance across knowledge, teams and users.

Shelf Demo - Shelf <> Genesys Integration

Embed Agent Assist to deliver right answers in the Genesys agent's interface. Agents can also search the entire content library directly from the Shelf widget.

Shelf Demo - Shelf <> Salesforce Integration

Shelf’s Managed Package for Salesforce provides direct access to your organization’s knowledge library. No custom implementation required, a simple installation with minimal configuration needs combines the power of Salesforce and Shelf.

Shelf Demo - Shelf <> Kustomer Integration

Our Kustomer integration brings knowledge automation to your support CRM platform of choice—powering better knowledge retrieval for deflection tools and chatbots, as well as the most accurate Agent Assist in market.

Official Downloads

(3)

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A Better Approach to Contact Center Knowledge: The Case for Shelf

The ROI of Implementing KM and Automation in Your Contact Center

Answer Automation for the Virtual Workforce

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Liza Marie A.

Customer Service Representative

Enterprise (> 1000 emp.)

10/18/2025

"Keeps Everything Organized, But Search Could Be Smoother"

4/5

What do you like best about Shelf?

What I like best about Shelf is that it has all the info and processes in one place. Super easy to find what I need without digging through a bunch of stuff. It saves time and keeps things organized. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

What I dislike about Shelf is that when you search for specific documents, it doesn’t always take you directly to them. Sometimes you have to dig around a bit, which can be frustrating when you're in a hurry. Review collected by and hosted on G2.com.

Nicholas C.

Chief Compliance Officer

Mid-Market (51-1000 emp.)

5/1/2025

"Solid Knowledge Management System that Delivers what it Promises"

5/5

What do you like best about Shelf?

Shelf makes managing your company knowledge easy. It help your optimize your knowledge for use with AI chat bots. Without Shelf, it would be impossible to ensure that our AI Chatbot delivers the right answers to our internal and external customers. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

The only thing I don't like about Shelf is that the system is not built for multiple people to edit a gem simultaneously. Review collected by and hosted on G2.com.

Sean G.

Director of Contact Center

Mid-Market (51-1000 emp.)

7/10/2024

"Knowledge Retrieval and Management as it should be"

5/5

What do you like best about Shelf?

Integration with our contact center solution was seamless and easy.

The Search Copilot feature has significantly reduced time spent by our agents looking for answers.

The Content Intelligence feature has benefited content adminstrators and knowledge seekers alike, in ensuring the information retrieved is relevant and accurate. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

- There isn't much to dislike however, some users may need additional training to fully utilize Shelf's capabilities. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

Through the use of features like Search Copilot, we are able to significantly boost our agents' efficiency in finding accurate information quickly. The ability to use natural language questions instead of keyword search has enabled our agents to pin point the exact knowledge required for the situations at hand, instead of having to CTRL + F, through multiple documents. Additionally, through Shelf's Content Intelligence, useless, outdated and inconsistent information is much easier to identify and remove without having to rely on feedback of knowledge seekers. allowing our content administrators to keep our content as current and trustworthy as possible. Review collected by and hosted on G2.com.

Heather D.

Entrepreneur / Equine Sports Massage Therapist

Enterprise (> 1000 emp.)

6/18/2024

"Seeking a Better Way with Shelf"

5/5

What do you like best about Shelf?

With a focus of excellence, Shelf was a clear choice when selecting this platform for our knowledge management system. Our experience with Shelf so far has been top notch! The Shelf team has been great to work with through the entire implementation process.

We've seen gains in efficiency through utilizing decision trees and having all of the information consolidated in one, easy to search, location. The team members that piloted the use of Shelf found it incredibly easy to use and were ecstatic about the new functions that supported their performance. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

While there are a few features we would love to see implemented into the platform that aren't yet established, the interaction between the Shelf support team and their intake process to organize these enhancements has been great! Whenever we run into any issues or something that may not be functioning as expected, they're quick to jump in and fix any issues or take the problem away to brainstorm with the technical team for future improvements. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

Shelf is solving for a few problems such as: being able to find the right information at the right time for efficient interactions with members, being able to understand the behaviors of individual users and being able to close the content gap to ensure we have all of the right information mapped out for our team to find. Since switching to Shelf we're seeing gains in efficiency and overall team member experience since they are able to find the information they need for their role. Review collected by and hosted on G2.com.

Abbie A.

Knowledge Management Specialist

Mid-Market (51-1000 emp.)

2/6/2023

"Shelf Review from a Credit Union perspective"

4/5

What do you like best about Shelf?

Shelf does a nice job of allowing specific permissions to users depending on the content they should see. Wiki Templates make creating new Shelf content easy and efficent. We recently have moved to using the phone system, Genesys and are loving the Shelf integrations that are available. Finally, the libraries, sub folders, tags and categories allow to have a strong taxonomy thats consistent accross the organization. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

The review process is something we as a credit union struggle with. Shelf does allow tracking of reviews in their insight analytics. However, any minor change on a document and it will move out of the outdated content reports. Since this is the case we created a review process outside of Shelf after exporting a list of all the content and sorting it into specific categories with specific owners. Additionally, when assigning content reviews it is only possible to assign them one at a time. We sometimes have 120-200 pieces of content to review, per quarter, so this can be a very time consuming process. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

Creating our one source of truth in Shelf has allowed us to pare down on the amount of internal calls department to department in how to process a specific task. Shelf has allowed us to break down silos in knowledge across the organization and keep our staff informed when changes and updates happen with Shelf announcements. The organization of libraries/folders is very helpful in sorting content to reach the correct audience. Review collected by and hosted on G2.com.

Verified User in Consumer Services

Mid-Market (51-1000 emp.)

1/27/2023

"Shelf has a lot to offer, and they're willing to work on everything else."

4/5

What do you like best about Shelf?

Features I love about Shelf: the different kinds of gems (especially decision trees), how easy it is to sort when creating and searching, the Announcements feature, the Insights feature, User Groups/Org Units. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

I haven't found this, but lots of the agents that I write for cite difficulties with Shelf's search algorithm. They will search for something, and it will be the third result instead of the first. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

We have lots of content, and not all of it should be viewed by every agent; with the user groups and Libraries, it's very easy to compile and sort that content. The Agent Assist feature that integrates with Genesys PureCloud is particularly helpful, since our agents can access Shelf without even having to open a new tab. Review collected by and hosted on G2.com.

Chrissy V.

Director of Customer Success

Small-Business (50 or fewer emp.)

8/23/2022

"An easy way to elevate your team and product!"

5/5

What do you like best about Shelf?

1) Shelf is most helpful when it comes to content managing. The automatic reminders and allowing different individuals to have a peice in the creating and publishing to ensure not one or two individuals get bogged down. 2)The next feature that is unforgettable is the Agent Assist! Depending on how the customer flows through the IVR, Shelf will populate associate articles to the CSR.

3) Shelf is in appfoundry for Genesys Cloud = easy integration.

4) Shelf houses ALL of our knowledge, even our AI Chatbot pulls the information from it.

5) Multi-Languages

6) Content Health: Even if you get an individual that has never built a KMS or articles, Shelf gives guidance along the way.

7) navigating the Admin side is blissful; this is my third build and the best platform by far. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

Truly the only con is that when using the announcement feature, Shelf does not send a weekly report to the admin of individuals who have not viewed and confirmed the announcement. Review collected by and hosted on G2.com.

Keyra T.

Customer Experience Supervisor

Small-Business (50 or fewer emp.)

8/23/2022

"Easy to Use!"

5/5

What do you like best about Shelf?

I love the new feature that you can duplicate Gems now. I create all kinds of new articles and this has come in very handy. I also have to use the announcements a lot for my team. These are very easy to use and love that I can track who has not acknowledged an article. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

We are unable to search for an article unless you are on the home page. I like the idea of being able to search for anything no matter what Gem or decision tree you are. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

When we have new team members or new things happening with processes, we can build out these Gems to decrease questions coming in from representatives. We just refer them to Shelf to make sure to look up the answer and they can self-help. This prevents our Leads from taking the time to stop what they are doing in the middle of a task and direct the representative to find the answer. This helps the lead work on their task and the representative to remember new items. Review collected by and hosted on G2.com.

Katrina B.

Product Owner

Mid-Market (51-1000 emp.)

5/12/2022

"The product is easy to use and the product changes we see are useful to our business."

5/5

What do you like best about Shelf?

The product is easy to use and the product changes we see are useful to our business. It's integrated with our telephony system so easy for our agents to use. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

I have no issues from an administrator perspective Review collected by and hosted on G2.com.

Recommendations to others considering Shelf:

Shelf is easy to use and our agents love it. We had a clear plan created with ICT and the business users on how we deploy Shelf within our environment and make it ready for use by our agents. We started by migrating content from an existing Knowledge base and found having a business Product Owner and dedicated SMEs from across the business involved in the activities. We created templates and guides to support the SMEs so that when they were inputting content it was consistent. After migrating the MVP items we were able to get the bulk of our agents using Shelf within a month of starting the initiative and continued adding new content which our agents loved. Review collected by and hosted on G2.com.

What problems is Shelf solving and how is that benefiting you?

We are a multi-brand company and Shelf has allowed us to cross-skill our agents in both the brands we support allowing us to move agents between brands. Review collected by and hosted on G2.com.

Trevor M.

Supervisor of Customer Service

Small-Business (50 or fewer emp.)

8/25/2022

"Shelf has been the easiest KMS system that I have ever used."

5/5

What do you like best about Shelf?

Search functionality and tag building is very simple to use and allows complete customization based on our particular agents nomenclature makes locating articles very easy. Review collected by and hosted on G2.com.

What do you dislike about Shelf?

Seaching for new articles within existing articles can be difficult. Commonly forced to navigate to the "Home" page in order to search a new key term for a different article. Review collected by and hosted on G2.com.