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. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
137 out of 138 Total Reviews for Shelf
Overall Review Sentiment for Shelf
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Integration with our contact center solution was seamless and easy.
The Search Copilot feature has significantly reduced time spent by our agents looking for answers.
The Content Intelligence feature has benefited content adminstrators and knowledge seekers alike, in ensuring the information retrieved is relevant and accurate. Review collected by and hosted on G2.com.
- There isn't much to dislike however, some users may need additional training to fully utilize Shelf's capabilities. Review collected by and hosted on G2.com.
With a focus of excellence, Shelf was a clear choice when selecting this platform for our knowledge management system. Our experience with Shelf so far has been top notch! The Shelf team has been great to work with through the entire implementation process.
We've seen gains in efficiency through utilizing decision trees and having all of the information consolidated in one, easy to search, location. The team members that piloted the use of Shelf found it incredibly easy to use and were ecstatic about the new functions that supported their performance. Review collected by and hosted on G2.com.
While there are a few features we would love to see implemented into the platform that aren't yet established, the interaction between the Shelf support team and their intake process to organize these enhancements has been great! Whenever we run into any issues or something that may not be functioning as expected, they're quick to jump in and fix any issues or take the problem away to brainstorm with the technical team for future improvements. Review collected by and hosted on G2.com.
Shelf does a nice job of allowing specific permissions to users depending on the content they should see. Wiki Templates make creating new Shelf content easy and efficent. We recently have moved to using the phone system, Genesys and are loving the Shelf integrations that are available. Finally, the libraries, sub folders, tags and categories allow to have a strong taxonomy thats consistent accross the organization. Review collected by and hosted on G2.com.
The review process is something we as a credit union struggle with. Shelf does allow tracking of reviews in their insight analytics. However, any minor change on a document and it will move out of the outdated content reports. Since this is the case we created a review process outside of Shelf after exporting a list of all the content and sorting it into specific categories with specific owners. Additionally, when assigning content reviews it is only possible to assign them one at a time. We sometimes have 120-200 pieces of content to review, per quarter, so this can be a very time consuming process. Review collected by and hosted on G2.com.
Features I love about Shelf: the different kinds of gems (especially decision trees), how easy it is to sort when creating and searching, the Announcements feature, the Insights feature, User Groups/Org Units. Review collected by and hosted on G2.com.
I haven't found this, but lots of the agents that I write for cite difficulties with Shelf's search algorithm. They will search for something, and it will be the third result instead of the first. Review collected by and hosted on G2.com.
1) Shelf is most helpful when it comes to content managing. The automatic reminders and allowing different individuals to have a peice in the creating and publishing to ensure not one or two individuals get bogged down. 2)The next feature that is unforgettable is the Agent Assist! Depending on how the customer flows through the IVR, Shelf will populate associate articles to the CSR.
3) Shelf is in appfoundry for Genesys Cloud = easy integration.
4) Shelf houses ALL of our knowledge, even our AI Chatbot pulls the information from it.
5) Multi-Languages
6) Content Health: Even if you get an individual that has never built a KMS or articles, Shelf gives guidance along the way.
7) navigating the Admin side is blissful; this is my third build and the best platform by far. Review collected by and hosted on G2.com.
Truly the only con is that when using the announcement feature, Shelf does not send a weekly report to the admin of individuals who have not viewed and confirmed the announcement. Review collected by and hosted on G2.com.
I love the new feature that you can duplicate Gems now. I create all kinds of new articles and this has come in very handy. I also have to use the announcements a lot for my team. These are very easy to use and love that I can track who has not acknowledged an article. Review collected by and hosted on G2.com.
We are unable to search for an article unless you are on the home page. I like the idea of being able to search for anything no matter what Gem or decision tree you are. Review collected by and hosted on G2.com.
The product is easy to use and the product changes we see are useful to our business. It's integrated with our telephony system so easy for our agents to use. Review collected by and hosted on G2.com.
I have no issues from an administrator perspective Review collected by and hosted on G2.com.
Search functionality and tag building is very simple to use and allows complete customization based on our particular agents nomenclature makes locating articles very easy. Review collected by and hosted on G2.com.
Seaching for new articles within existing articles can be difficult. Commonly forced to navigate to the "Home" page in order to search a new key term for a different article. Review collected by and hosted on G2.com.
Oman tiimin ohjeistus löytyy helposti, helppo ja miellyttävä käyttää. Omien ohjeiden ylläpito on helpottunut, ja helpottaa myös tiimiä kun kaikilla käytössä heti päivitetyt ohjeet. Review collected by and hosted on G2.com.
Järjestelmän hitaus välillä eri ohjeita avatessa (etenkin power point tiedostot). Myös ohjeiden muokkaaminen on ajoittain työlästä, ja mikäli tallennat ohjeen (vaikka päivitys olisi kesken), näkyy päivitetty ohjeistus kaikille heti. Review collected by and hosted on G2.com.
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. Review collected by and hosted on G2.com.
I would like more custom options when you write wikis. More boxes and arrows etc. A lot of information is easier explained that way. Review collected by and hosted on G2.com.
