--- title: Shelf Reviews meta_title: 'Shelf Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 141 reviews by the users' company size, role or industry to find out how Shelf works for a business like yours. aggregate_rating: rating_value: 4.7 review_count: 141 scale: '5' date_modified: '2026-07-29' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # 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 finding information** in Shelf, which saves time and keeps everything organized. (2 reviews) - Users benefit from Shelf's **AI optimization** , ensuring their chatbots provide accurate answers to all customer inquiries. (1 reviews) - Users appreciate how Shelf's **AI optimization** simplifies knowledge management, enhancing chatbot effectiveness for better responses. (1 reviews) - Users value Shelf for its ability to **optimize knowledge for AI chatbots** , ensuring accurate answers for all customers. (1 reviews) - Users appreciate the **centralization** of Shelf, enjoying easy access to information and streamlined processes in one place. (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 the **editing difficulties** in Shelf challenging, especially when multiple collaborators need to work on a gem at once. (1 reviews) - Users find the **editing limitations** of Shelf challenging, as simultaneous edits by multiple users are not supported. (1 reviews) - Users find the **inefficiency in search functionality** of Shelf frustrating, often requiring extra effort to locate documents quickly. (1 reviews) - Users find the **inefficient search** in Shelf frustrating, as it complicates finding documents quickly when needed. (1 reviews) - Users find the **inefficient search function** frustrating as it often requires extra effort to find 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. We nearly 2-3 months ago started using shelf, and it looks way more comfortable and useful;) **Rating:** 5.0/5.0 stars **Reviewed by:** Shyryn R. | Glovo support agent, Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Shelf?** I think its simplicity and availability to use is the best for sure! **What do you dislike about Shelf?** While using shelf i havent found any disadvantages yet, because information that it has very easy to understand and to find! **What problems is Shelf solving and how is that benefiting you?** I use shelf whenever i have problems with orders, how to make compensations or when i forget some old procedures. Sometimes new procedures also doesnt remain in my memory, so shelf is my help! ### 2. Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Small-Business (50 or fewer emp.) **Reviewed Date:** August 13, 2021 **What do you like best about Shelf?** diverse resources, lots of content and pretty easy to navigate **What do you dislike about Shelf?** the look of it is less than optimally pleasing **What problems is Shelf solving and how is that benefiting you?** easier way to access resources in one hub ### 3. Easy to use and really intuitive tool **Rating:** 5.0/5.0 stars **Reviewed by:** Sophia M. | Regional Training Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** February 17, 2021 **What do you like best about Shelf?** Search tools; comments and rating of gems; option of connecting some gems; easy to use decision trees. **What do you dislike about Shelf?** I have been using the tool over 2 months now and I haven't found any specific things I don't like. **What problems is Shelf solving and how is that benefiting you?** Thanks to integration with our CRM system, our customer support agents are more efficient in communicating with the users. It improves their main KPIs related to speed and quality of responses. ### 4. Great Tool for Unique Use **Rating:** 5.0/5.0 stars **Reviewed by:** Cassie S. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 03, 2020 **What do you like best about Shelf?** Searching capabilities - it is easy to add content knowing that you can rely on the searching capabilities as oppose to building out a deep folder structure **What do you dislike about Shelf?** We use Shelf to collect information on our market, competitors, etc. We have a lot of product lines and will ultimately have many people using the tool. Getting a notification each time someone shares content is overwhelming, so if we could cater the notifications to lines or information we are specifically interested in that would be great. Or being able to include the person's name in comments to specifically reach that person. Difficulty capturing videos and articles- depends on format I'm guessing. **What problems is Shelf solving and how is that benefiting you?** We use Shelf to collect information on our market, competitors, etc. So many of us are capturing this information in our own folders and the information isn't shared well or easily accessible. Shelf helps us create a centralized location for all of the information we gather. It is easy to see what everyone is sharing and easy to search for specific information. It is a way for us to collaborate as a big group but then also in smaller teams and share information specific to a project. ### 5. Intuitive, Effective, Essential. **Rating:** 4.5/5.0 stars **Reviewed by:** Sarah B. | Enterprise (> 1000 emp.) **Reviewed Date:** November 04, 2020 **What do you like best about Shelf?** Shelf has been a huge asset to our overall organization of content and process documents. It has improved consistency and efficiency across all the teams that leverage this tool. Managing and maintaining the content is simple and easy with a wide range of reporting available to the administrators. **What do you dislike about Shelf?** I feel that there are some minor changes that could be made to the reporting feature. Nothing major just a few additional reports would be helpful. **What problems is Shelf solving and how is that benefiting you?** Shelf has allowed our organization to house all our content in one location. Knowledge management is essential to a fast passed company. We leverage Shelf to house all our policies procedures and products so everyone can stay up to date with our ever-changing environment. ### 6. If you don't have Shelf - You need shelf! **Rating:** 5.0/5.0 stars **Reviewed by:** Sylvain M. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Shelf?** 1 - The support you get from the folks at shelf is beyond any support you get anywhere else 2- Easy to set up 3- Easy to manage and maintain 4- Easy to map out complex process with a tool called decision trees 5- Easy to pull up stats on traffic 5- Easy to maintain updated articles; processes; info... with an integrated reminder system 6- Easy for staff to add comments to individual posts 7- Easy to manage rights and groups 8- Did I mention the support was good. Oh yes on point number one, uh, but worth mentioning again. THE SUPPORT IS OUTSTANDING! **What do you dislike about Shelf?** - Right now. I have nothing to say about this. This comment is a true testament of how great this tool is. **Recommendations to others considering Shelf:** Just go for it - You won't be disappointed! **What problems is Shelf solving and how is that benefiting you?** - Staff involvement has never been as high as ever and it's all because it's easy for staff to comment on an individual post and this comment sends you an email so you can review what needs to be adjusted - Easy to view stats on your staffs usage of the tool, this allows you to better manage the "why's" of the errors they produce - How the information is displayed ( as an example, decision trees ). We used to have these complex workflows in visio but the staff had a hard time to follow them and since everything was on one page the staff would scroll down to the information instead of following the process. Decision trees allow you to have "click to next" process so it forces the staff to go through the entire process before they get to the end result. ### 7. Shelf is Truly a Game Changer for Multiple Business Needs- Have been using for almost 3 years **Rating:** 5.0/5.0 stars **Reviewed by:** Loren C. | Enterprise (> 1000 emp.) **Reviewed Date:** August 25, 2020 **What do you like best about Shelf?** The ability to create your own searchable, industry specific information sharing portal. No more looking on shared drives for past projects to reference. Many of our projects and research reports contain multiple category, consumer, and channel data sources. It's impossible to know what a great 80 page deck may contain with a folder search. Shelf makes it SO easy to help you find the data or information you need in a few keystrokes. That's my favorite functionality as it save so much time looking for documents, PPTs, articles, etc. The other thing I like best is how Shelf supports me - no matter what the question they immediately seek out to help me accomplish or understand something new. I don't think I've experienced such a responsive, one on one level of support from any partner or vendor in a very long time. **What do you dislike about Shelf?** My primary "wish list" item for functionality would have to be the ability to create "batch" tags. When I want to change the way I'm coding my topics it would be great to be able to run a search, select appropriate Gems, and apply a batch tag to all of them in one action. **What problems is Shelf solving and how is that benefiting you?** 1. The ability to keep all pertinent industry research in one location for everyone on the team to access anytime, anywhere. 2. Rather than having multiple team members searching the Internet for specific category or consumer news and trends I can quickly capture anything and everything as it hits my in-box or news feed. This means we have our own real-time customized trend data portal (specific to the topics that are of key importance to us and our customers). No duplication of efforts, and no having to rely on individual levels of search savviness. 3. The ability to click and immediately share any new information among my core team or any other team member from any department (or even a customer) worldwide. After uploading or "snipping" your document you can immediately click "share" (there's even a way to publicly to customers without revealing all of your content). 4. It may seem like a small thing, but sharing from Shelf generates a link which means no hassle with my email data limits. Our files are often huge, and it's so great not to have to email large items as an attachment. 5. I've recently begun using Shelf with some different R&D groups to feed them pertinent news, trends, and data that address a current initiative. I can do this without having to make them a member of the platform, or teach them how to use the software. I can just create one primary library dedicated to a single research project and organize the information they way they need to see it. All they have to do is log in and search a folder. This is also very helpful with Sales as they don't have time to access trend or customer information from multiple sources. ### 8. Fast and great service from the Shelf Team **Rating:** 5.0/5.0 stars **Reviewed by:** Lisa M. | Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2020 **What do you like best about Shelf?** Keeps processes and routines very organized. The content publication workflow makes it very easy to keep track of everything that needs editing. Managing user roles is also very convenient and allows us to give the right people the right access. **What do you dislike about Shelf?** I would like to see more editing features but other than that I feel the tool is really great. **Recommendations to others considering Shelf:** I would definitely try it out, the tool itself is very easy to use as an admin and for the viewers even easier. The support team is always available to answer questions, they are very reliable! **What problems is Shelf solving and how is that benefiting you?** All routines and processes are easily accessible by referring to the corresponding folder. The keywords are also very useful, we can connect multiple gems to other gems similar in topics. ### 9. Excellent product, Excellent Service **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2021 **What do you like best about Shelf?** I love how easy it is to you and how new features are continuously added. Shelf really goes the extra mile in meeting customer needs. As well, the support in building and customizing is excellent **What do you dislike about Shelf?** Improvements id like to see: - Bigger description boxes - The ability to send/share multiple gems at once - Ability to upload some video files bigger than 300MBs (although we found a workaround) - Improved functionality on the wiki formatting for tables (alot of jumpiness and hovering issues) - A calendar feature **What problems is Shelf solving and how is that benefiting you?** We are working on workarounds for above suggestions. ### 10. User friendly even with complexities and easy to navigate and search. **Rating:** 4.5/5.0 stars **Reviewed by:** ERIC H. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Shelf?** Easy to create posts and trees. Like the tags and the "connections". Nice to be able to move posts into other folders without changing the URLs, so links will follow. Easy to search and browse for posts and trees. Also the ability to leave comments on posts and tree is awesome. **What do you dislike about Shelf?** No undo when updating or deleting posts, same for trees. No logging history to see who made what changes, especially in trees. While editing a post or tree content, the auto-positioning of bullets are difficult to work with and sometimes I have to remove all the bullets completely and redo them just to get them right. The auto-positioning of branches in trees are visually confusing and constantly need to manually re-position them just to see the logic of the decisions. **What problems is Shelf solving and how is that benefiting you?** Maintaining our knowledge base, updating and sometimes consolidating individual posts into trees ### 11. Great knowledge sharing platform for large/complex organization. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Primary/Secondary Education | Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2020 **What do you like best about Shelf?** Partnering with Shelf Working with Shelf has been a great experience. They are super attentive to our needs. From the very beginning, they've been willing to adapt their product to meet our unique requirements, while also helping guide us during a large content migration. Shelf is always available to us - answering our quick asks and continuing to gather our feedback as we move forward. If you're looking for a vendor that will work with you every step of the way, they are the right choice. Features - Simplified navigation: Left-side panel that allows you to see any/all libraries of content across an organization at one time - Search: Google-like search that allows you to pinpoint within a document what you might be looking for with little to no effort - Organizational structure: Allows us to organize our content by department, while also using folders to organize the content by department - Permissions: Allows us to set permissions at an individual level or a group level - SSO: Strong integration with our SSO - making it simple to add/remove users **What do you dislike about Shelf?** There are few common features they are working on that will help make the platform very similar to Dropbox/Box/Google Drive: - Ability to download multiple files / folders at once - Ability to preview all common file formats **Recommendations to others considering Shelf:** Unlike some of the big-players in knowledge/document management, Shelf was willing to work with us to meet our unique needs / set up. They have a team that was highly dedicated to making sure our needs were leveraged. If you are looking for a platform and also a long-term partner for knowledge sharing at your organization, Shelf is the right platform for you! **What problems is Shelf solving and how is that benefiting you?** We have 15-20K files worth of content that are shared with an audience of 13,000 and growing each and every year. We need a 'one stop shop' for them to access these best practice resources on a day to day basis. We are still in our migration process, but the main benefits have been... (1) Simplified content management - where it is much easier to drag/drop content to edit/update (2) Easier to find content - the search is very powerful and able to mine the text within documents ### 12. feedback on working with Shelf **Rating:** 5.0/5.0 stars **Reviewed by:** Ulugbek M. | Agent of the customer support service, partners, Mid-Market (51-1000 emp.) **Reviewed Date:** February 26, 2021 **What do you like best about Shelf?** You can always find full information in an accessible form **What do you dislike about Shelf?** a large number of folders is sometimes confusing **Recommendations to others considering Shelf:** Ability to change the user interface to a different one **What problems is Shelf solving and how is that benefiting you?** In case of problematic cases at work, just enter the code words and you will be able to find the answer ### 13. Shelf is a great platform for sharing information within a company. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** August 13, 2021 **What do you like best about Shelf?** The way you can create ownership for content **What do you dislike about Shelf?** Bulk loading users is difficult as our company is large **What problems is Shelf solving and how is that benefiting you?** Shelf is being used to break down silos between departments by sharing information. ### 14. Shelf review **Rating:** 5.0/5.0 stars **Reviewed by:** Rahimzhan T. | Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2021 **What do you like best about Shelf?** I like different types of content, design and i think it's a user-friendly platform **What do you dislike about Shelf?** There's no anything that i don't like about Shelf **Recommendations to others considering Shelf:** Easy, comfortable in usage **What problems is Shelf solving and how is that benefiting you?** Solving the problems with the usage of materials in Shelf ### 15. The best friend in this job :) **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2021 **What do you like best about Shelf?** In general I love Shelf, there is a solution for every situation **What do you dislike about Shelf?** Nothing. For any situation that I needed help I found on the shelf **What problems is Shelf solving and how is that benefiting you?** For any situation that I needed help I found on the shelf. ### 16. Very conveniently for using **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about Shelf?** the ability to find any information and everything is broken down into shelves **What do you dislike about Shelf?** almost nothing, as it is very convenient for use **Recommendations to others considering Shelf:** Convenient for using **What problems is Shelf solving and how is that benefiting you?** Difficulties arise when solving different work cases ### 17. A Journey of Discovery **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Utilities | Mid-Market (51-1000 emp.) **Reviewed Date:** November 24, 2020 **What do you like best about Shelf?** How intuitive it is, you can start exploring really quickly and even if you make a mistake its easy to go back which is great for learning. The direct support we received from Shelf fuelled our curiosity. When we asked an 'outside of the square' question or request they always did their best to pick it up and run with it; or they went away and came back with options to make it possible. **What do you dislike about Shelf?** The content publication workflow is a good feature, but can be limiting. It would be good to be able to assign individual people publication rights across the workflow i.e some users can Review, some users can Publish. **What problems is Shelf solving and how is that benefiting you?** We are trying to get to a 'single source of knowledge' across our business so that we can create consistency. Once that level of consistency is reached then we can include knowledge at more customer touch points. This will help us to deliver a better brand experience and provide improved self-service options. ### 18. Shelf is a very user friendly knowledge base. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 01, 2020 **What do you like best about Shelf?** I like the simplicity of Shelf. uploaded and downloading are very simple. Our company agents need a quick reference to access our documented processes and procedures when taking calls. Shelf enables us to do so. **What do you dislike about Shelf?** I have requested that certain documents (pdfs and excel) be interactive. There are documents we produce that have fields to type in, but when you upload to Shelf, they show up as static or blank. Rick Alimov has been working with me to see if we can make that correction. It hasn't been a big issue at all. we have a work around for now. **What problems is Shelf solving and how is that benefiting you?** Shelf has enabled our agents to see information quicker to provide customer information more effectively (and more accurate) when on calls. It has improved our customer service as well. Rick Alimov has been great at making sure we understand what Shelf can do for our company and answer our questions when needed. I have regular meetings with Rick to go over any issues/concerns. In addition, our L&D dept. shares training information on Shelf to make sure associates are trained effectively. ### 19. Amazing search tool! **Rating:** 5.0/5.0 stars **Reviewed by:** Michelle A. | Small-Business (50 or fewer emp.) **Reviewed Date:** August 30, 2020 **What do you like best about Shelf?** A committee was formed by the School Social Work Association of America to find a platform that would allow the association to share resources for practice with their members. The committee identified technology requirements for this tool including: o Must be very visual with a polished look o Must have a great user experience (work fast and efficiently, be intuitive) o Must be searchable and allow for tags o Must allow for users to comment and rate resources o Must be organized in multiple ways o User must be able to bookmark or save a resource so they can easily find it again o Must allow for all users to submit resources for review, allow a team to review and vet items, then allow them to be posted After reviewing the criteria with Shelf employees we realized that this tool met all of the requirements and it was immediately adopted. Reviews from our members support the continued use of Shelf. **What do you dislike about Shelf?** Every suggestion I make they respond to so there aren't any dislikes at this time. **What problems is Shelf solving and how is that benefiting you?** The customer service is amazing so if we have any challenges they are dealt with in a timely manner. We have found them to be very responsive to ideas that we offer for improvement. ### 20. SHELF Experience **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** November 13, 2020 **What do you like best about Shelf?** We use SHELF as a one stop shop repository. We collect documents and other resources for all user roles to have access and relay to our customers. SHELF helps our team manage information and issues to help our customers when encountering issues. We like the detail and organization on how to find and identify the documentation a user is searching for. The new features SHELF offers do require hands-on experience prior to enabling on the live site in order to have a full understanding and be able to answer questions form users. We especially like the Admin Panel as it has helpful information on managing the amount of users and libraries within SHELF. In addition, Insights has been useful to track user activity and lead to version control. **What do you dislike about Shelf?** For Admin users, there is no way to know when new users are added or deleted from SHELF. This can affect user capacity and version control on the amount of users SHELF has. Insights can include additional information on when users log in and log out as this would give us the ability to view more granular information on the use of SHELF. For departments with a lot of staff/new hires this additional information would be useful in tracking productivity. **What problems is Shelf solving and how is that benefiting you?** SHELF is helping us with version control of users as there are too many Admins. We are learning more about the User Groups feature that can help us provide limited access to specific libraries for some Admins. We are also looking forward to working with the upcoming Feedback Manager feature. ### 21. User-friendly tool that continues to evolve **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Environmental Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 27, 2020 **What do you like best about Shelf?** Shelf.io is an easy to use tool with a robust search function. It allows us to organize hundreds of resources - from links to videos to downloadable images and documents. Various user-access levels allow you to maintain the integrity of your site. Crowd-sourced peer reviews enable users to find 'top' resources. And, the 'admin' statistics and customization features have evolved greatly over the past years - constantly making the tool even more valuable, and enabling us to track important metrics. And now, Shelf.io is moving towards additional language features; something that will be incredibly helpful for any global organization/company. **What do you dislike about Shelf?** As a new user, Shelf can appear overwhelming - but it's really not. It can sometimes be hard to stay updated on all the new features. And emails from Shelf sometimes end up in spam. But - these are both minor in light of everything else. I do wish we could track more information about specific users (e.g., their affiliation and preferred language) . **Recommendations to others considering Shelf:** Spent a little time creating a style manual so that resources are all added in a similar fashion. And, put thought into the naming convention of your folders, tags, etc. **What problems is Shelf solving and how is that benefiting you?** We are able to easily share resources and information across the globe. We can analyze most-viewed documents/links and easily generate reports on use. Seeing what our users are searching also allows us to prioritize new resources to provide. ### 22. Shelf not just any Knowledge Management Platform. **Rating:** 5.0/5.0 stars **Reviewed by:** Natasha G. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 12, 2020 **What do you like best about Shelf?** Having an effective knowledge management system is critical for our line of work. The Shelf platform supports and promotes a combined approach to producing, classifying, sharing, and evaluating, pertinent information we use to manage our daily business. Having many resource options such as text documents, images, audio and video files allows us to ensure our content remains relevant. Shelf continues to impress by enhancing features that match our growing needs. **What do you dislike about Shelf?** There really isn't anything to dislike. As we continue to grow, so does Shelf. **Recommendations to others considering Shelf:** Do your research. Once you understand what Shelf has to offer you will know if it is the right platform for you. **What problems is Shelf solving and how is that benefiting you?** Organization Archiving Updating Tracking ### 23. Nice product to keep information organized **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Building Materials | Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2020 **What do you like best about Shelf?** The program is easy to use. With very little training new users can jump right in and understand how the program works. The web clipper is a great tool. The fact you can share information straight from the webpage saves time, and makes it easy to share information. The search also works really well. Setting the program up was pretty seamless. Shelf has an onboarding team that provided best practices and helped us organize the content to meet our needs. **What do you dislike about Shelf?** Would be nice if there were a few more customization options. And also a mobile app. **What problems is Shelf solving and how is that benefiting you?** Shelf helps break down information silos and keeps everything organized in one place, that is easily accessible. The ability to comment on posts is also useful. The main benefit for us is it helps keeps everyone on the same page when all relevant information is in the same place. ### 24. Silvana Totarella CBC/Radio-Canada **Rating:** 4.5/5.0 stars **Reviewed by:** Silvana T. | Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Shelf?** easy to use, organized, key words are great , filters help reduce the results in a search, easy to create decision trees and pages as we see fit, really enjoy the reminders feature, comments feature helps us to keep the knowledge base up to date/current **What do you dislike about Shelf?** I would like the ability to save versions. If we make an error we lose everything and so with versions we would be able to revert back to a previous version. **Recommendations to others considering Shelf:** Its a great product, staff is great to deal with **What problems is Shelf solving and how is that benefiting you?** up to date information which is critical for our contact center. We cater to HR, Finance and Technology therefore the organized folder are great! ### 25. Easy content managing system. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2021 **What do you like best about Shelf?** Shelf is easy to use, easy to understand, and working with 35 languages is quite easy with the multilanguage function in place. **What do you dislike about Shelf?** I would have liked some more options for the UI and being able to control the output of the content displayed. Perhaps some more design templates. **What problems is Shelf solving and how is that benefiting you?** We have a multilanguage FAQ. ### 26. Review of Shelf as a school social worker **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** October 09, 2020 **What do you like best about Shelf?** I am a school social worker and I use Shelf regularly for resources posted by a school social work association. I typically utilize the Social Emotional Learning, Trauma Informed Care, and Mental Health folders. I really appreciated the quick upload of COVID-19 resources to the website back in March! I find Shelf well-organized and user friendly. **What do you dislike about Shelf?** I wish there were more practical tools to use with students. For example, templates, such as a biopsychosocial template. It would also be nice to be able to network, or consult with other school social workers on the site. **What problems is Shelf solving and how is that benefiting you?** I have been able to provide more structural or systemic organization at my school with the guidance of Shelf. ### 27. Experience Using Shelf **Rating:** 4.5/5.0 stars **Reviewed by:** Carey S. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 02, 2020 **What do you like best about Shelf?** You can easily make updates to the gems. **What do you dislike about Shelf?** You can't make changes and publish later **Recommendations to others considering Shelf:** The system is easy to use and maintain. You can add data in multiple ways, (wiki page, document, video, etc). Changes can be made quickly and shared immediately. Managing who can access and their permission levels is easy. **What problems is Shelf solving and how is that benefiting you?** Our previous system did not allow us to easily search for gems. Searching is quick and easy. We also utilize the decision trees and it makes walking through a process easy whether you are new or a veteran. ### 28. Shelf is the best. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2021 **What do you like best about Shelf?** I can type in search what i need to find an then find the solution quickly. **What do you dislike about Shelf?** Somethimes the case is specific and the correct procedure is not logical for me. **What problems is Shelf solving and how is that benefiting you?** How to makce particial refund, what CR to use..... ### 29. KnowledgeBase "Shelf" Review **Rating:** 5.0/5.0 stars **Reviewed by:** Alikhan N. | Agent of Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about Shelf?** The content, an opportunity to mark the articles as "favorite" **What do you dislike about Shelf?** I haven't seen anything yet that I would dislike in Shelf **Recommendations to others considering Shelf:** The best knowledge base so far **What problems is Shelf solving and how is that benefiting you?** The easy way to find the needed article, to search ### 30. I would recommend it for both beginners as well senior agents. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2021 **What do you like best about Shelf?** It is easy to search the article that interests us and get the necessary information. **What do you dislike about Shelf?** Everything is fine.. nothing to complain. **What problems is Shelf solving and how is that benefiting you?** Order cancellations and refund procedures.. ### 31. Shelf Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Broadcast Media | Small-Business (50 or fewer emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Shelf?** Excellent knowledge base tool and really took our experience for the agents to another level.The search works great and the support from Shelf is excellent. They continue to grow and upgrade and improve each service offered. **What do you dislike about Shelf?** The seperation of Admin and User accounts, makes it harder to manage licenses. The decision tree improved but there are still some small issues/bugs **Recommendations to others considering Shelf:** You won't be dissapointed with the support and the ease of using the tool. The decision Tree and comments changed the way we have been doing things within our organisation **What problems is Shelf solving and how is that benefiting you?** Feedback from the agents is much easier, our information has never been accurate like this before. Usage of the tool is higher than ever. ### 32. Shelf is an absolute game changer for managing knowledge!! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** September 15, 2020 **What do you like best about Shelf?** Most of all I like the intuitive structure of Shelf. I can upload any knowledge and relevant content or create it directly in Shelf and communicate it to different groups in a simple and effective way. **What do you dislike about Shelf?** The only thing I don't like is that I didn't get to work with Shelf earlier. It makes things a lot easier!! **What problems is Shelf solving and how is that benefiting you?** I use shelf for transfer important information to different business partners. It is very important that everyone gets the information they need and has easy access to it. With shelf this is a piece of cake and the outcome is better than I could imagine before. ### 33. intuitive and professional **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** December 15, 2020 **What do you like best about Shelf?** fast and uncomplicated access and the intuitive backend makes it easy to use for all teams **What do you dislike about Shelf?** nothing so far, we got everything we expected for our challenges **Recommendations to others considering Shelf:** try it **What problems is Shelf solving and how is that benefiting you?** we created an internal knowledge center (wiki) to give easy access to complex content to an decentral team that needs to answer questions very fast (operations and customer service teams) ### 34. Shelf Provides Massive Flexibility for your Knowledge Base Needs **Rating:** 5.0/5.0 stars **Reviewed by:** Michael H. | Sr. Manager of Customer Service, Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2020 **What do you like best about Shelf?** Shelf has multiple types of KB formats. Allows APIs to many platforms and CRMS, and has AI to help connect solutions to your clients, agents, as well as help mitigate contacts. **What do you dislike about Shelf?** While there is reporting and insight, reporting into specific user usage could be helpful. **What problems is Shelf solving and how is that benefiting you?** To get a KB that allows decision trees, and links to solutions within them. To be able to mitigate contacts by presenting FAQs to clients using our system. ### 35. Shelf has been a huge contributor to HelloFresh/Chefs Plate Customer Care success. **Rating:** 5.0/5.0 stars **Reviewed by:** Chanel R. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 19, 2020 **What do you like best about Shelf?** The efficiency, how it's integrated into our processes and systems so it's easily accessible for the team. And the user experience. **What do you dislike about Shelf?** I don't have any complaints so far - things have been great, including the support from Rick. **Recommendations to others considering Shelf:** Absolutely **What problems is Shelf solving and how is that benefiting you?** We're solving product knowledge issues, accessibility to information, reducing handling time and after call work for our agents. ### 36. Shelf is a powerful tool for maintaining re-usable content for RFx responses **Rating:** 4.0/5.0 stars **Reviewed by:** Jan David F. | Enterprise (> 1000 emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Shelf?** Shelf is easy to use for creating new content. It's easy to edit existing content, and it's easy to delete content that is no longer needed. **What do you dislike about Shelf?** Shelf does not have boolean search capabilities. **Recommendations to others considering Shelf:** It's definitely worth giving a try if you are considering using Shelf. **What problems is Shelf solving and how is that benefiting you?** My organization uses Shelf to respond to RFP requirements. It makes it easy to locate response information and acts as an excellent repository for RFP content. ### 37. The faceted search is incredibly useful **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2020 **What do you like best about Shelf?** The faceted search is by far our favorite feature. It makes finding specific content in our very large library of materials easy and efficient. **What do you dislike about Shelf?** The inability to download multiple items at once continues to be a struggle for my team. We are told it will be a feature coming soon though. **What problems is Shelf solving and how is that benefiting you?** Shelf has modernized our workflows and made them more efficient. ### 38. Shelf was my number one choice to replace my aging Knowledge Management package. **Rating:** 5.0/5.0 stars **Reviewed by:** Brian S. | Enterprise (> 1000 emp.) **Reviewed Date:** September 01, 2020 **What do you like best about Shelf?** Service was amazing. Provided a top notch delivery. **What do you dislike about Shelf?** I have not found anything yet. Every aspect is doing what I need it to. **Recommendations to others considering Shelf:** Take the time to meet with them and they will blow your mind with the advanced application they have built. **What problems is Shelf solving and how is that benefiting you?** Replaced an aging application that was no longer helping us. ### 39. It is very easy to use and practical **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Enterprise (> 1000 emp.) **Reviewed Date:** September 02, 2020 **What do you like best about Shelf?** It's very user friendly. Easy to search all the information an to use tags. **What do you dislike about Shelf?** I could update some functionalities, and the decision trees are hard to manage, too small, I would definitely improve that..and also to be able to add PDF documents. **What problems is Shelf solving and how is that benefiting you?** We use it for Knowledge articles so we can follow the right processes ### 40. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Elizabeth C. | Account Care Manager, Enterprise (> 1000 emp.) **Reviewed Date:** August 18, 2019 **What do you like best about Shelf?** I like the ability to see entire files on one screen/zoom option, the central location of all documents for the office and the ability to cate **What do you dislike about Shelf?** No ability to edit documents in shelf it’s self **Recommendations to others considering Shelf:** It’s a lot different lay out than google drive but give it some time because it’s a great tool **What problems is Shelf solving and how is that benefiting you?** Organizing of files and central location for all files for entire off ### 41. Awesome product **Rating:** 3.0/5.0 stars **Reviewed by:** lakeisha M. | Special Education Instructional Assistant II, Education Management, Enterprise (> 1000 emp.) **Reviewed Date:** July 10, 2018 **What do you like best about Shelf?** I liked that there was no technical person needed and can be set up fast **What do you dislike about Shelf?** The product was on the expensive side even though it said inexpensive. **What problems is Shelf solving and how is that benefiting you?** Able to search materials and products ## 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?page=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-02+03%3A05%3A45+-0500&secure%5Bsession_id%5D=6fee046b-1896-411d-bf0e-83df50687262&secure%5Btoken%5D=5ca9e492f8d41fe6363b177e1d8a6fe0ad149734d30523afc71ee7b108e82a37&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 (2,260 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 (528 reviews)