Shelf Features

Based on 24 Shelf reviews. Provides a repository of information that can be used by those seeking support.

As reported in 25 Shelf reviews. Makes articles in the knowledge base searchable on the web.

Enables users to engage with other users to solve common issues. 16 reviewers of Shelf have provided feedback on this feature.

Optimizes the customer self-service experience on mobile devices 12 reviewers of Shelf have provided feedback on this feature.

Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 16 Shelf reviews.

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

As reported in 12 Shelf reviews. Automates some or all operation related tasks

As reported in 14 Shelf reviews. Utilizes artificial intelligence to improve workflows or customer experiences

As reported in 16 Shelf reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

As reported in 41 Shelf reviews. Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.

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

As reported in 36 Shelf reviews. Provide workflows to create and escalate issues related to risks and requests

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

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 52 Shelf reviews.

Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took This feature was mentioned in 56 Shelf reviews.

Based on 44 Shelf reviews. Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc.

Ensures user access management, data lineage, and data encryption 40 reviewers of Shelf have provided feedback on this feature.

Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. 36 reviewers of Shelf have provided feedback on this feature.

As reported in 28 Shelf reviews. Perform ad-hoc or ongoing IT audits at different levels of the company.

Identify risk data attributes such as description, category, owner, or hierarchy. 31 reviewers of Shelf have provided feedback on this feature.

Protects data with some form of encryption as it leaves your secure or local network. This feature was mentioned in 33 Shelf reviews.

Allows administrators to set user access privileges to permit approved parties to access sensitive data. 39 reviewers of Shelf have provided feedback on this feature.

Provides pre-made templates for wiki pages and knowledge articles. This feature was mentioned in 22 Shelf reviews.

As reported in 23 Shelf reviews. Allows users to leave feedback within a wiki page or knowledge article.

Allows users to see version history and return to previous versions of wiki pages. This feature was mentioned in 24 Shelf reviews.

Displays knowledge articles to be arranged in a decision tree. 23 reviewers of Shelf have provided feedback on this feature.

Detects any creation of already existing knowledge pages and alerts user

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

Provides data on wiki page and knowledge article use. This feature was mentioned in 22 Shelf reviews.

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

As reported in 24 Shelf reviews. Offers additional tools that facilitate knowledge sharing and collaboration.

Based on 25 Shelf reviews. Notifies users when changes occur.

As reported in 13 Shelf reviews. Offers AI-based search capabilities

Allows users to capture knowledge from the web

As reported in 12 Shelf reviews. Allows knowledge pages to be organized into sections and subsections as needed

Integrated with other tools to faciliate the sharing of information

As reported in 10 Shelf reviews. Integrates with other knowledge repositories in the business

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

Provides workflows for writing, editing, approving, and publishing knowledge article content 48 reviewers of Shelf have provided feedback on this feature.

Helps users understand which knowledge articles are working and identifies areas of improvement This feature was mentioned in 52 Shelf reviews.

Based on 61 Shelf reviews. Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query

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

Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues This feature was mentioned in 53 Shelf reviews.

Condenses long documents or text into a brief summary.

Condenses long documents or text into a brief summary.

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Capability to perform complex tasks without constant human input

Ability to break down and plan multi-step processes

Works across multiple software systems or databases

Improves performance based on feedback and experience

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting

Makes informed choices based on available data and objectives