# Shelf Reviews **Vendor:** Shelf **Category:** [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base) **Average Rating:** 4.7/5.0 **Total Reviews:** 141 ## About Shelf 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. ## Shelf Pros & Cons **What users like:** - Users appreciate the **ease of use** of Shelf, finding information quickly and keeping their knowledge organized. (2 reviews) - Users value the **AI optimization capabilities** of Shelf, enhancing their chatbot's accuracy and effectiveness in delivering answers. (1 reviews) - Users value the **AI optimization** features of Shelf, making knowledge management effortless and effective for chatbots. (1 reviews) - Users find that Shelf's **AI optimization capabilities** ensure accurate responses from their chatbots, enhancing knowledge management. (1 reviews) - Users value the **centralization of information** in Shelf, making it easy to find necessary resources quickly. (1 reviews) - Easy Access (1 reviews) - Helpful (1 reviews) - Users appreciate how Shelf enhances **knowledge management and AI optimization** , streamlining access to accurate information effortlessly. (1 reviews) - Layout Organization (1 reviews) - Navigation Ease (1 reviews) **What users dislike:** - Users find it challenging due to the **editing difficulties** when multiple people attempt to edit a gem at once. (1 reviews) - Users find the **editing limitations** of Shelf frustrating, as it doesn't support simultaneous editing by multiple users. (1 reviews) - Users find the **inefficiency in document searches** frustrating, as they often have to dig around to find needed files. (1 reviews) - Users find the **inefficient search** feature frustrating, as it often requires extra effort to locate specific documents quickly. (1 reviews) - Users find the **inefficient search function** frustrating as it often requires additional digging to locate documents quickly. (1 reviews) - Lack of Smoothness (1 reviews) - Users note the **missing collaborative editing features** in Shelf, limiting their ability to work together efficiently. (1 reviews) - Search Limitations (1 reviews) ## Shelf Reviews ### 1. Keeps Everything Organized, But Search Could Be Smoother **Rating:** 4.0/5.0 stars **Reviewed by:** Liza Marie A. | Customer Service Representative, Enterprise (> 1000 emp.) **Reviewed Date:** October 18, 2025 **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. **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. **What problems is Shelf solving and how is that benefiting you?** Shelf helps solve the problem of not knowing where stuff is. Instead of guessing which folder or app to check, everything’s in one spot. It makes it way easier to find answers fast and keeps things way more organized. ### 2. Great Clarity and Ease of Use You Can Rely on Again and Again **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** March 17, 2026 **What do you like best about Shelf?** It has a great information ease of use and clarity as you can use it more than once **What do you dislike about Shelf?** You will have to insert keywords one by one **What problems is Shelf solving and how is that benefiting you?** Stores all my knowledge base ### 3. Solid Knowledge Management System that Delivers what it Promises **Rating:** 5.0/5.0 stars **Reviewed by:** Nicholas C. | Chief Compliance Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2025 **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. **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. **What problems is Shelf solving and how is that benefiting you?** The accuracy of our knowledge was the primary driver. We simply didn't have control over our internal knowledge. ### 4. Knowledge Retrieval and Management as it should be **Rating:** 5.0/5.0 stars **Reviewed by:** Sean G. | Director of Contact Center, Mid-Market (51-1000 emp.) **Reviewed Date:** July 10, 2024 **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. **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. **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. ### 5. Seeking a Better Way with Shelf **Rating:** 5.0/5.0 stars **Reviewed by:** Heather D. | Entrepreneur / Equine Sports Massage Therapist, Enterprise (> 1000 emp.) **Reviewed Date:** June 18, 2024 **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. **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. **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. ### 6. Shelf Review from a Credit Union perspective **Rating:** 4.0/5.0 stars **Reviewed by:** Abbie A. | Knowledge Management Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 06, 2023 **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. **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. **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. ### 7. Shelf has a lot to offer, and they're willing to work on everything else. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** January 27, 2023 **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. **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. **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. ### 8. An easy way to elevate your team and product! **Rating:** 5.0/5.0 stars **Reviewed by:** Chrissy V. | Director of Customer Success, Small-Business (50 or fewer emp.) **Reviewed Date:** August 23, 2022 **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. **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. **What problems is Shelf solving and how is that benefiting you?** CSR interaction performance and quality. Quicker TT and better QA since everyone is using the same information. Being integrated directly into Genesys Cloud means one less system the CSR has to log into. ### 9. Easy to Use! **Rating:** 5.0/5.0 stars **Reviewed by:** Keyra T. | Customer Experience Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** August 23, 2022 **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. **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. **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. ### 10. The product is easy to use and the product changes we see are useful to our business. **Rating:** 5.0/5.0 stars **Reviewed by:** Katrina B. | Product Owner, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2022 **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. **What do you dislike about Shelf?** I have no issues from an administrator perspective **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. **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. ### 11. Shelf has been the easiest KMS system that I have ever used. **Rating:** 5.0/5.0 stars **Reviewed by:** Trevor M. | Supervisor of Customer Service, Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2022 **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. **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. **What problems is Shelf solving and how is that benefiting you?** Shelf as a KMS makes utilization of resources very easy for agents. It helps to teach agents to be resourceful instead of reaching out for assistance prior to researching themselves. ### 12. - **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Judiciary | Enterprise (> 1000 emp.) **Reviewed Date:** October 27, 2022 **What do you like best about Shelf?** The instructions for your own team are easily found, easy and pleasant to use. Maintaining your own instructions has become easier, and it also helps the team when everyone has access to the updated instructions immediately. **What do you dislike about Shelf?** The system is slow at times when opening different instructions (especially PowerPoint files). Also, editing the instructions is occasionally laborious, and if you save the instruction (even if the update is in progress), the updated guidance is immediately visible to everyone. **What problems is Shelf solving and how is that benefiting you?** Shelf has up-to-date instructions available for everyone, and updated instructions are visible to everyone immediately. Additionally, in Shelf, you can easily create subfolders for instructions by topic, which makes it easier to find instructions. ### 13. Shelf is very efficient and easy-to-use platform for my needs. **Rating:** 5.0/5.0 stars **Reviewed by:** Maiju K. | Development Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 18, 2022 **What do you like best about Shelf?** The most helpful thing about Shelf is that it's very simple, easy and it has enough possibilities to create and format content. I also get guidance from the Shelf team if needed. **What do you dislike about Shelf?** The only thing I would fix is the glitches, but that doesn't bother me much because I know that the Shelf team is already working on those. Could use more in-depth possibilities to restrict user permissions. **What problems is Shelf solving and how is that benefiting you?** Shelf is providing my company with a reliable place to store work-related instructions and in the future, it will help us with its AI when we get to integrate the Genesis Cloud. It has already made searching for instructions more efficient thus providing our customers with better and faster customer service. ### 14. My experience with shelf **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Shelf?** I like many things with shelf, but if i have to pick one i would pick the search function. Before shelf we had manuals and best practices placed several different places, and the agents had a hard time finding the information they needed. With Shelf all you need is one search and you'll find the relevant information you need. **What do you dislike about Shelf?** I would like more custom options when you write wikis. More boxes and arrows etc. A lot of information is easier explained that way. **Recommendations to others considering Shelf:** Make use of the extra functions that Shelf provides and do not only copy everything you already have into shelf. **What problems is Shelf solving and how is that benefiting you?** The decisions trees makes it faster and easier to get straight to the right information you need, and you dont have to scroll down a huge word document to find it. New employees find the answers they need without us having to guide them which frees up a lot of extra time. We have all the manuals in one place where they are easily accessible. Search functions and context mapping makes finding the relevant information easy. Feedback function makes improvement work easier. With rules set up for content maintenance we can easily keep the manuals up to date. ### 15. The platform is easy to use, and the knowledge is well accessible. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2022 **What do you like best about Shelf?** All the knowledge has been categorized smartly, but even when you are unsure where to search for specific information, you can search with a word and still find what you are looking for. **What do you dislike about Shelf?** You need to change the language code from English to Finnish to get visibility to Finnish instructions. **What problems is Shelf solving and how is that benefiting you?** When you need an answer regarding fundamental processes, you can easily access the answer by using Shelf instead of going through multiple platforms. ### 16. Finding information quickly has never been easier than it is with Shelf **Rating:** 5.0/5.0 stars **Reviewed by:** Kathleen D. | Customer Service Quality Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Shelf?** The search feature on Shelf is my favorite feature. Similar to doing a web search, you can type in a key word into a search bar and easily find the information you are looking for in just a few seconds. **What do you dislike about Shelf?** Currently there is not a way to have an announcement posted to Shelf, and have a notification sent to users by email. I would like to utilize the announcements feature in Shelf, but want to have users notified when the announcement is posted incase it is urgent. **Recommendations to others considering Shelf:** Your company's page in Shelf will be what you make of it. I recommend taking time to familiarize yourself with the different features and use as many as you can. **What problems is Shelf solving and how is that benefiting you?** Prior to Shelf, we used a program to store inforation that did not have a search feature like Shelf has. With our previous program, users had a difficult time finding information they were looking for because they didn't know how to get to it. With Shelf, there is not much of a learning curve with users being able to find information that they need, because they can simply type a key word into the search bar. ### 17. Shelf - Steering Enterprise Knowledge Management **Rating:** 4.0/5.0 stars **Reviewed by:** Utsav K. | Manager - Business Intelligence & Reporting, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Shelf?** My overall experience with Shelf has been amazing. It is empowering our organization and managers to make educated decisions for their customers. Shelf has provided a platform to effectively manage the content and support power users in categorizing it efficiently. **What do you dislike about Shelf?** Content reporting can be improved by providing power users access to build interactive custom dashboards. In addition, integration with the other third-party reporting tools can be simplified. **What problems is Shelf solving and how is that benefiting you?** In the first few weeks of being hands-on with the tool, our organization feels confident about its ease of use and navigation across libraries. Access management has been streamlined. It offers great potential for reporting KPIs in nearly real-time. ### 18. A great tool with easy navigation and intuitive insights capability **Rating:** 3.5/5.0 stars **Reviewed by:** Kamalpreet K. | BI Data Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Shelf?** The built-in Insights section is the thing that I like the most about Shelf. It makes very useful data points readily available. **What do you dislike about Shelf?** Less granularity in the reports under Insights section. If more granularity is provided,it would help businesses analyze the data in a more customized manner and derive more meaningful insights. **What problems is Shelf solving and how is that benefiting you?** With Shelf, we are looking to have a better knowledge management tool than the one we've been using. Shelf provides a really easy way of navigating through the content and also adds value to all kinds of users, be it the content users, content admins or the data analytics team. ### 19. Only minus is that you can't open links to a new tab without using right side of the mouse **Rating:** 4.0/5.0 stars **Reviewed by:** Frida L. | Service Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Shelf?** Clear and simple website. ''Favorites'' part is nice to collect all most important instructions together. **What do you dislike about Shelf?** Searching with one word is not very helpful. You need to know exactly the right word or sentence if you want to find right work instructions. **What problems is Shelf solving and how is that benefiting you?** Helps to search the work instructions easy and fast **Official Response from Fikret Alimov:** > Hey Frida, Thank you so much for your review! I have a comment for you - you can actually adjust that setting in your Shelf! All you need to do is to go your profile settings, scroll down to the bottom of the page, and switch the Open Gems in a new tab toggle to on. :) I hope this helps. Best, Fikret ### 20. Easy to use and find information **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Shelf?** How easy and fast it is to find what I'm searching for. It's easy to send feedback through Self. It's very fast and easy to update and make changes to the contents. **What do you dislike about Shelf?** I'm using Self every day and so far it has worked impeccably! Nothing more to add here. **What problems is Shelf solving and how is that benefiting you?** When I need answers and instructions fast in my work, I'm using Self. All the materials I need are there available for me. I think this has a very positive effect on my work! ### 21. Quality Analysts **Rating:** 4.5/5.0 stars **Reviewed by:** Edita C. | Quality Analysts, Consumer Services, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Shelf?** The details, having everything there, having immediate edit if something is missing **What do you dislike about Shelf?** Complicated; too much clicking to find something **What problems is Shelf solving and how is that benefiting you?** Editing, as part LCC role I can edit if I see something is missing from the procedure we are having ### 22. Great Experience, Always there to help! **Rating:** 4.5/5.0 stars **Reviewed by:** Maha K. | Operations Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Shelf?** Shelf has lots of features - even when you think there isn't something that will work for you, there are! My personal favourite is the Wiki Pages and Decision Trees **What do you dislike about Shelf?** My only feedback would be for there to be tutorial videos on how to create content in each type of formatting. For example, I was not able to create decision trees until someone showed me how. It would have been a much better user experience if there was a "Tips" or "How To" right there. **What problems is Shelf solving and how is that benefiting you?** Looking to improve AHTs for agents, as well as empower them to problem solve while being resourceful, rather than asking their leads for support/assistance. Shelf is a great tool to house a multitude of information to help in these areas. ### 23. It is really good, a little bit difficult in the beginning **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** October 26, 2022 **What do you like best about Shelf?** Clear, easy to find needed information, esy to use but not that east to create new pages. **What do you dislike about Shelf?** Somtimes difficult to create or edit pages. Difficult to remove spaces between lines. **What problems is Shelf solving and how is that benefiting you?** A place where needed information is found. ### 24. Night and Day **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2022 **What do you like best about Shelf?** With Shelf we have found that building a tool based on knowledge management (KM) principles makes all the difference. Pieces that a knowledge manager needs to amplify information are already worked into the tool. The ease, usability, and flexibility allow us to respond to fast-moving changes that are required for our clients and have put us in a fantastic position with our contracts and clients. We need to be responsive with our content and Shelf allows us to do that. **What do you dislike about Shelf?** Any issue that we've had with Shelf thus far, we've had the support team be responsive to and help problem-solve a resolution. If it's a business requirement or technical limitation based on our current structure, Shelf has supported us to make utilize the tools flexibility to solve these problems. **Recommendations to others considering Shelf:** I highly recommend Shelf as a tool and a company to work with. I've had experiences with many KB, CRM, DXP software implementations and Shelf's implementation has been the smoothest and most organized I've experienced. The design of the software allows you to implement your KM strategy and reap the rewards of enterprise KM. I've been impressed with how versatile the software is to meet our requirements, goals, and objectives. **What problems is Shelf solving and how is that benefiting you?** The concept of Shelf's gems brings us versatility in our content. We are no longer limited by the format and software design to communicate in diverse formats required to get the job done well and quickly. This provides our users with a great experience and allows them to feel confident and supported to do their job. Good information alone is not enough, it needs to be easily found and accessible to users. ### 25. User-friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Dan L. | Technical Support Content Developer, Enterprise (> 1000 emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Shelf?** What I like about Shelf the most is that it's user-friendly. With any software, that's what I look for the most. When common people can't navigate through the software, that's an issue. **What do you dislike about Shelf?** My least favorite thing about Shelf is probably some functions when creating documents. There are some things that other software has "trained" people to do, that Shelf isn't able to. It's hard to explain really. **Recommendations to others considering Shelf:** Take your time and be patient. Think about the goal you're trying to accomplish before executing. **What problems is Shelf solving and how is that benefiting you?** The searchability is great with tags and descriptions. I love connecting documents to similar documents. I think that the easier it is to find the answer you're looking for, the better. ### 26. Very nice system!! It has worked very well. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Shelf?** I think that the website has been designed easy to access and it is very easy to read and search information. Also the search tool is very good! **What do you dislike about Shelf?** The most annoying this is that the email-layout does not work always as ment to. **What problems is Shelf solving and how is that benefiting you?** Self solves my work problems if I need to check some rules out, I could not live without it :) ### 27. Customer Service Supervisor **Rating:** 4.5/5.0 stars **Reviewed by:** Noemi M. | Customer Service Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** August 23, 2022 **What do you like best about Shelf?** Decision Trees have to be the best! They have so much information and really guide the team on certain processes. **What do you dislike about Shelf?** The 'Tags' added to the articles make some information hard to locate. **What problems is Shelf solving and how is that benefiting you?** Knowledge Management System for new hires. I was a Trainer prior and a lot of the information reviewed is easily accessible in Shelf! ### 28. Good experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 27, 2022 **What do you like best about Shelf?** The ease of the user interface is a pleasant experience. **What do you dislike about Shelf?** Sometimes there are too many options visible. Or at least when there is little experience. **What problems is Shelf solving and how is that benefiting you?** Storage space ### 29. Shelf support during RFP process , selection and implementation **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Enterprise (> 1000 emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Shelf?** The support from Shelf at every step during the RFP, to their support during the procurement and implementation has been outstanding. The high level of support was certainly a factor in choosing Shelf over other solutions. Some of Shelf's features that stood out are their integration capabilities, agent assist feature that pushed content to agents based on the content of the tickets, the different content types such as wiki, FAQ and decision tree articles and their powerful content maintenance features. **What do you dislike about Shelf?** Currently Shelf don't have standardized article templates. **What problems is Shelf solving and how is that benefiting you?** The main problem we are solving is having a single KB that all agents can access across multiple geo-locations. A single source of truth where content is being maintained. Reducing customer interaction AHT by pushing knowledge articles to agents instead of agents having to search for knowledge articles. ### 30. Simple and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Accounting | Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Shelf?** Shelf has now all our necessary information regarding our work with guides etc. I specifically like the search function that is far more inclusive compared to our previous option and that you can "favourite" the things you use daily for easy access. Shelf is also easier to navigate when looking through categories, they're all in one place. **What do you dislike about Shelf?** The support for excel files is the only thing I can think of that is missing, but they are mostly stored locally so it's not that big of an issue. **What problems is Shelf solving and how is that benefiting you?** Certain guides and listings are used at my job daily, having an easy-to-find and easy-to-search place to find them is a big plus. The biggest benefit is the search option which was quite case and word specific earlier now works with Shelf. ### 31. Excellent collaboration **Rating:** 5.0/5.0 stars **Reviewed by:** Marta N. | IT Business Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** September 04, 2022 **What do you like best about Shelf?** Collaboration, constant improvement, speed of answer, modern app **What do you dislike about Shelf?** Haven't found any disadvantages so far. Shelf is open for customer suggestions for improvement **What problems is Shelf solving and how is that benefiting you?** Knowledge management system in one place which is modern and easy for users, getting rid of internet explorer finally ### 32. Shelf has improved the work flow of our company. **Rating:** 5.0/5.0 stars **Reviewed by:** Kristen N. | Training and Development Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Shelf?** Shelf allows our company to have all our resources in one place. It allows our employees to search for this information in an easy manner increasing their work performance. **What do you dislike about Shelf?** I have not come across any downsides when using Shelf. **Recommendations to others considering Shelf:** Partnering with Shelf will help improve your company. **What problems is Shelf solving and how is that benefiting you?** Shelf increases work performance within our company. ### 33. New user for Shelf **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 20, 2022 **What do you like best about Shelf?** The possibility to favourite pages makes it a lot easier to access the pages that I use the most. **What do you dislike about Shelf?** The search works best on the front page, so if I wanted to go to another page instead I should go to the front page and do the search there. **What problems is Shelf solving and how is that benefiting you?** Keeping the instructions needed in the same place and accessing the pages is easy. ### 34. Easy to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Shelf?** Categories and the rating system is nice. **What do you dislike about Shelf?** The search function could use a little more tuning so it can find pages faster, for example by just typing parts of the titles. **What problems is Shelf solving and how is that benefiting you?** Shelf solves the problem of finding instructions ### 35. Shearch **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2022 **What do you like best about Shelf?** It is easy to use search tool with different words. **What do you dislike about Shelf?** Kind of boring looking. Not really much that i dislike tho **What problems is Shelf solving and how is that benefiting you?** All the instructions and guides can be found there. ### 36. Great resource for sharing information with customer care agents **Rating:** 4.0/5.0 stars **Reviewed by:** Kathryn L. | Customer Operations Coordinator, Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2021 **What do you like best about Shelf?** Being able to analyse interaction of users, being able to link other resources (e.g. google sheets) into a gem so users have everything they need in one place, decision trees are very beneficial to ensure agents follow internal processes & procedures whilst understanding them too. **What do you dislike about Shelf?** Analysis can sometimes be difficult as for some features, you are unable to manipulate the date range. You have to create custom preview images for lots of types of gems, otherwise they look plain and do not appeal to agents who may not click on your content as a result. **Recommendations to others considering Shelf:** Shelf is a great tool to have content readily available for customer care agents to use alongside their interactions. You can track their engagement, too, so you know if users are reading the content you've created. Users can also let you know how they rate the content you've made, providing opportunities for continuous improvement. **What problems is Shelf solving and how is that benefiting you?** We have moved all resources from google sheets/docs into Shelf so users can find everything they need within the app rather than having tab after tabs open on their browser. We can track how much users are engaging with content and they can also let us know what they think of content by rating/commenting on gems ### 37. Amazing - the best way to organize content!! **Rating:** 5.0/5.0 stars **Reviewed by:** Kelly W. | Group Coordinator - Administrative Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** August 19, 2021 **What do you like best about Shelf?** I love how organized, straightforward forward and user-friendly this app is. It is a perfect way to organize a large number of resources and information. I love how it gives you the option to create personal favorites and pinned content. I think technically challenged people would even find this helpful app and easy to navigate. I would highly recommend this to any organization! **What do you dislike about Shelf?** I have yet to come across something I dislike about Shelf! **Recommendations to others considering Shelf:** Shelf is the best way for an organization to organize an abundance of information. Since we implemented this program in our everyday use, it has been so much easier to find information. Shelf is highly user-friendly. **What problems is Shelf solving and how is that benefiting you?** Our program struggled with having too many places to store information, too many versions, and our staff had trouble locating the most up-to-date document. Shelf completely solved this issue by allowing there to be one updated version in an organized area that everyone can access very easily using the search feature. I love that you can pin the most frequently used documents to your home page to save time searching through multiple locations to find the paper needed. ### 38. Excellent service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Shelf?** Everyone is so helpful and easy to work with. All my questions were answered immediately. I think the program is a great concept and helpful in our company. **What do you dislike about Shelf?** I can't think of any complaints. My experience has been very good with shelf. **Recommendations to others considering Shelf:** It is a program that may not seem the highest priority, however, it allows employees to work quicker and more efficiently. A must have. **What problems is Shelf solving and how is that benefiting you?** Updating information and letting others access it immediately. People are more aware of changes in the company. ### 39. Shelf is a great resource to organize information and keep everything centralized. **Rating:** 4.5/5.0 stars **Reviewed by:** Erika G. | Senior Associate of Content Management & Communication, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2020 **What do you like best about Shelf?** It is great to have one resource to save and share information. If gems are properly added with the correct tags, categories, titles, and descriptions, it makes sharing knowledge easy for the organization. I also like that gems can be connected to other gems to make locating relevant information seamless. Shelf also works with other software we use, making information retrieval more intuitive than always needing to manually search. **What do you dislike about Shelf?** If there are many collaborators, it is important to keep aligned for consistency in adding and organizing gems. If collaborators are not adding information with the same outlined structure, it can get confusing. Communication is key to keep the tool clean and useful. Make sure everyone who is contributing is aligned on a centralized structure to avoid clean up later. **Recommendations to others considering Shelf:** Shelf is a great tool to keep information resources centralized. Just make sure any collaborators are aligned on how information should be entered so that everyone doesn't have their own system for organizing content. Having a solid foundation when starting makes implementing new features easier, and contributes to a better user experience. **What problems is Shelf solving and how is that benefiting you?** We used to use several platforms to store and share information across our organization. It was a lot to manage and remember. With Shelf, everything is accessible in one platform. We no longer need to open several pages of information, and onboarding new employees is much easier when they can access everything in one place. ### 40. Shelf **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 28, 2022 **What do you like best about Shelf?** Shelf is very clear system and easy to use **What do you dislike about Shelf?** excel documents are unable to update in Shelf **What problems is Shelf solving and how is that benefiting you?** I can tag gems to my team members and I can see who has read the instructions ### 41. Absolutely perfect for our needs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 20, 2022 **What do you like best about Shelf?** Shelf is very user-friendly compared to Sharepoint, which we were using before. Searching works like a charm and editing is made very simple. Also adding HTML-features is a huge step up for us. **What do you dislike about Shelf?** Some functions like adding, opening and using Windows-based files (like Outlook message templates) are not fully supported. Also uploading an object requires creating a separate gem page which can be a bit awkward at times. **What problems is Shelf solving and how is that benefiting you?** Nothing major. We learn as we progress. ### 42. Great function! **Rating:** 5.0/5.0 stars **Reviewed by:** Rosa S. | Quality Assurance Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Shelf?** The information is easy to read and favorite my article. **What do you dislike about Shelf?** Search function is not always easy to use. **What problems is Shelf solving and how is that benefiting you?** We use this as a Knowledge Management system. ### 43. I have short experience of Shelf but so far I think it's easy to use. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 26, 2022 **What do you like best about Shelf?** It's easy to use and relatively easy to search documents in Shelf. **What do you dislike about Shelf?** It's not working well with for example Excel -documents. **What problems is Shelf solving and how is that benefiting you?** Easy to find company instructions and easy to modify instructions within Shelf. ### 44. its easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Shelf?** I like that I can add instructions to my favorites and you don't need to know the full name to find the instruction **What do you dislike about Shelf?** sometimes is slow. I would like to be able to collect the important document templates for yourself, e.g. in a self-made folder. **What problems is Shelf solving and how is that benefiting you?** helps to function correctly in contact with the end customer ### 45. An invaluable tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Steven M. | T, Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Shelf?** It's easy to add content. It also easy to find content. Both use keywords or a document tree. It's a great resource to my company. **What do you dislike about Shelf?** Honestly Love this program. It does what we need it too do. **Recommendations to others considering Shelf:** None **What problems is Shelf solving and how is that benefiting you?** We use shelf for our call center staff to find protocols and procedures. So the only problem is keeping up with outdated information. The benefits are quickly finding needed information. ### 46. User friendly platform/very supportive staff **Rating:** 4.0/5.0 stars **Reviewed by:** Janeth U. | Global L&D Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 21, 2022 **What do you like best about Shelf?** User friendly, with different content types to choose from for content creators. This platform serves as a go-to tool for agents, as long as it is being updated consistently. **What do you dislike about Shelf?** Uploading of long articles/docs may not be efficient when handling a customer interaction, hence, short guides or FAQs are much helpful. Furthermore, if the content is outdated, this can lead to long handling time which may impact customer and employee satisfaction. **Recommendations to others considering Shelf:** Providing feedback will help improve its performance. **What problems is Shelf solving and how is that benefiting you?** Excessive tools for agents. This platform that can be incorporated with another main system, will streamline processes and increase satisfaction for both your employees and customers. ### 47. Shelf as a Knowledge Management System for Healthcare Workers **Rating:** 5.0/5.0 stars **Reviewed by:** Ann Marie J. | Psychologist, Enterprise (> 1000 emp.) **Reviewed Date:** August 30, 2021 **What do you like best about Shelf?** You know how you have that one article or document somewhere on your computer, but you can't remember exactly what it's called or where you saved it? Shelf solves this problem through a truly smart AI that makes everything uploaded to the system completely searchable. Whether or not the folders your organization creates are intuitive to all of the users, the search function is so powerful and easy to use that finding what you are looking for is simple. Then, through a system of tags and favourites, you can save your most frequently used documents to find them even more quickly. In addition, using either tags or folders, it's easy to explore what others have uploaded, and the AI makes helpful suggestions for uploads that might be related to what you are looking for, learning more every time you use it. If something is missing, users can request it, and a rating system allows the "best" uploads to rise to the top. The more people in your system are using Shelf, the smarter and more helpful it gets: crowdsourcing at it's best. **What do you dislike about Shelf?** As a migraine sufferer, the massive amount of white in the background is troublesome. It would be really helpful to have a dark mode. Also, early users of the system in a particular organization will need encouragement to keep at it, because the AI needs data to be effective. **Recommendations to others considering Shelf:** Most helpful for organizations that need a central, searchable location to share resources. **What problems is Shelf solving and how is that benefiting you?** I enjoy both being able to find good information and helpful documents quickly, and being able to share my favourites with other clinicians. ### 48. Shelf Experience Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** February 18, 2022 **What do you like best about Shelf?** The ability to seamlessly search and filter on documents that we're looking for is definitely the best feature. The admin features and insight reports are also super useful for promoting growth, content maintainance, and up-to-date documents. **What do you dislike about Shelf?** Manually tagging, producing, and writing your own content is the most disliked feature. If it had the advanced technology to automate some of the features then the experience would be phenomonal. **What problems is Shelf solving and how is that benefiting you?** Improving lead time, transparency, and better training & education are the benefits that we've realized. The problems that we're solving is cleaning up old legacy documentation that has been plaguing our company due to disorganization. ### 49. Excellent Platform and Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Shelf?** Shelf has been incredibly useful to our group. Its search capabilities are excellent, and it has enhanced our ability to manage our content. We have been most impressed with the support and responsiveness of the Shelf team. They have helped us design our information architecture and supported us throughout implementation. They are responsive to feedback and continually improve the platform with new features and functionalities. Overall, we would highly recommend. **What do you dislike about Shelf?** Very little. Shelf continues to work to improve the platform to meet our needs. We are looking forward to enhanced functionalities for announcements, filtering analytics, and ways to integrate public sharing of our content. **What problems is Shelf solving and how is that benefiting you?** We are learning more about the types of content that our staff use. We previously worked in silos and have been able to realize opportunities to learn from one another. ### 50. Comprehensive functionality for knowledge-sharing across virtual teams **Rating:** 5.0/5.0 stars **Reviewed by:** Helen F. | Managing Partner, Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Shelf?** Shelf is easy to use both when finding information and when loading documents. The tagging is straightforward, and there's an OCR function if you have a lot of images and slides to load. We've set up as many folders as we wish, and can easily move documents from one location to another if recategorization becomes necessary. **What do you dislike about Shelf?** I find nothing to dislike. When there are wish-list items, I reach out to support and many of my submissions have become rolled into future versions, which I appreciate. **Recommendations to others considering Shelf:** I highly recommend Shelf, the staff are super supportive and willing to help recommend ways to help optimize it for your environment. **What problems is Shelf solving and how is that benefiting you?** Our consulting agency is now entirely virtual, and Shelf enables all our employees to have examples of best practices across our client-set at their fingertips. The wiki capability has been instrumental when collaboratively building out a new service offering. ## Shelf Discussions - [Is it a better way to upload pictures (print screen) with better resolution?](https://www.g2.com/discussions/is-it-a-better-way-to-upload-pictures-print-screen-with-better-resolution) - 1 comment, 1 upvote - [View Shelf pricing details and edition comparison](https://www.g2.com/products/shelf-shelf/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-13+16%3A06%3A01+-0500&secure%5Bsession_id%5D=fca96979-0281-43db-ae4b-5ec05a22ad59&secure%5Btoken%5D=8e0b2be25f93abdcfff0fd48c397a7f7fca96562e1cb8319b9eeac8b1a9a0526&format=llm_user) ## Shelf Features **Administration** - Database Management - Data Workflows - Issue Management **Knowledge Pages** - Templates - In-Content Feedback - Versioning and Version History - Decision Trees - Duplicate Detection - Content Editor **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Generative AI** - AI Text Summarization **Agentic AI - Genesys AppFoundry Marketplace** - Autonomous Task Execution - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Knowledge Base** - Q & A - Link Sharing - Searchable **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Knowledge Dissemination** - Page Analytics - Permissions - Knowledge Sharing - Notifications - Advanced Search - Browser Extension - Organization - Other Integrations - Knowledge Integrations **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Security** - Verification - Role-Based Permission - Public vs Private **Data Security** - Risk Data Attributes - Data Transport - Access Management **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Agentic AI - Knowledge Base** - Adaptive Learning - Natural Language Interaction - Proactive Assistance **Content** - Trackable Analytics - Import - File Viewing - Update Notifications **Generative AI** - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Communication** - Social Features - Tagging - Upload - Comments ## Top Shelf Alternatives - [Guru](https://www.g2.com/products/guru/reviews) - 4.7/5.0 (2,256 reviews) - [Bloomfire](https://www.g2.com/products/bloomfire/reviews) - 4.6/5.0 (500 reviews) - [Document360](https://www.g2.com/products/document360/reviews) - 4.7/5.0 (510 reviews)