--- 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: '2026-07-17' 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. It is a great knowledge based system. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Shelf?** I like having the option to favorite my articles. **What do you dislike about Shelf?** I dislike having to go back to the homepage to search. **What problems is Shelf solving and how is that benefiting you?** Shelf is allowing our team to locate the answers they need to complete their job. ### 2. Easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 25, 2022 **What do you like best about Shelf?** Fast access to information I need. You can favourite your most used pages. **What do you dislike about Shelf?** Nothing comes to my mind as of date. Easy and fast! **What problems is Shelf solving and how is that benefiting you?** Everything i need (instructions etc.) all in the same place. ### 3. Shelf has been very easy to implement and train our employees on how to use it **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** May 11, 2022 **What do you like best about Shelf?** I like how easy it is to access documents **What do you dislike about Shelf?** I don't like that we do not have an email notification when someone leaves feedback **What problems is Shelf solving and how is that benefiting you?** Shelf has made it easy to keep up with up to date information on our facilities and is user friendly integrated into Salesforce ### 4. Training Associate **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Enterprise (> 1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Shelf?** I enjoy the easy to understand customer interface. I also think the search functionality is helpful when trying to locate a specific gem. **What do you dislike about Shelf?** I dislike the comment functionality on gems. I feel like these should not be public and should go directly to the inbox of the user who created the gem. That way, if there's an update that needs to be made, the person who has the ability to edit the the gem is notified and can make the change. **Recommendations to others considering Shelf:** Shelf is a fantastic tool to use for larger organizations. It will help with team communication and collaboration, and it is a steady and reliable source to house important company information/documents/processes. **What problems is Shelf solving and how is that benefiting you?** Shelf helps my team communicate policies & procedures, and it allows us to further explain concepts that may be helpful outside of the training environment. ### 5. Enterprise-wide Knowledge Management with ease-of-use **Rating:** 4.5/5.0 stars **Reviewed by:** Robert W. | CTO, Enterprise (> 1000 emp.) **Reviewed Date:** January 27, 2022 **What do you like best about Shelf?** Shelf.io has a very modern interface that is very easy to use, but filled with features required across the entire organizations **What do you dislike about Shelf?** Inability to easily import or export a large number of questions **What problems is Shelf solving and how is that benefiting you?** Enterprise-wide knowledge management with support for FAQ bots, agent assist, and next best action information. ### 6. Shelf is a great tool for content organization **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Shelf?** I really like the organizational flow of the folders and different libraries. The layout is very intuitive and it is easy to find the information you need. I also like the variety of gem types and the ability to customize content to my needs. **What do you dislike about Shelf?** I think there could be some improvements in some of the editing functionality. The ability to easily convert content into a different gem type would benice to have as well. **What problems is Shelf solving and how is that benefiting you?** We are able to easily get information in front of agents and reduce the hassle of having to navigate between multiple tabs. ### 7. Shelf satisfactory **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food & Beverages | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2021 **What do you like best about Shelf?** The way that it is set up is handy for agents as well as us TL's to find and locate everything. The database is smooth and I love that all information you need is collected at the same place! **What do you dislike about Shelf?** The UI is somewhat hard to navigate through when it comes to spreadsheets within articles. There are two different scrollbars that can be confusing if you don't know what you're looking for. **What problems is Shelf solving and how is that benefiting you?** My agents and I are able to solve issues regarding deliveries, escalations and to find our way around our internal customer platform, making it easy for us to solve customer queries. ### 8. Shelf for school social work **Rating:** 5.0/5.0 stars **Reviewed by:** Stephanie O. | Student Support Coordinator, Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2021 **What do you like best about Shelf?** Shelf offers an excellent visual display of content, helpful search features, and the ability to have an organization and personal library. It is straightforward to use and navigate. **What do you dislike about Shelf?** I don't have any dislikes about Shelf. I do wish more of our members were submitting resources and used the Shelf. **What problems is Shelf solving and how is that benefiting you?** We can crowd-source information in various formats that is current and relevant to practice. As someone who submits to our Shelf, I appreciate having a place to forward resources to Shelf to help other practitioners. ### 9. It's a super nice experience **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Shelf?** It is easy to use. Nice visually. Usually editing is easy as pie. **What do you dislike about Shelf?** Sometimes it doesn't run very smoothly. Maybe because of my poor internet connection. **Recommendations to others considering Shelf:** Just start it, its fun. **What problems is Shelf solving and how is that benefiting you?** Usually when I need to find information, I find it from the Shelf. ### 10. Extremely good, organized, easy to use. **Rating:** 5.0/5.0 stars **Reviewed by:** Ema K. | Call center agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 14, 2021 **What do you like best about Shelf?** Easy to access and very detailed, contains just the right amount of information. It's organized by different types of procedures that we make on daily basis. I use it daily and consider the information the contains essential for my work every day. When describing correct procedures for handling customer support cases, I like that it is very complete in sense that it offers many solutions for all possible situations one can find themselves in. The upside I very much like is usage of different collored letters. **What do you dislike about Shelf?** Sometimes the proper procedure can take time to find because you have to click "Next" repeatedly to find the right solution. Also, I would like if the procedure "tree" was more visualized, maybe by some graphs. **What problems is Shelf solving and how is that benefiting you?** Glovo application customer support procedures. For example, all the situations thats we solve everyday me and my colleagues have learned on Shelf. Also, if something is new or we are unsure, we always have Shelf opened in tab so we can refer to it so we can apply right procedures. ### 11. Shelf is fantastic. **Rating:** 5.0/5.0 stars **Reviewed by:** Ian J. | Training Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** May 12, 2021 **What do you like best about Shelf?** Shelf is both intuitive and powerful. Adding content is very simple from a user standpoint, and the search and organization tools, such as connected gems, make it very quick and simple for users to find what they need. The recent addition of Content Maintenance, where users can leave feedback on specific gems as they're viewing them, has been an invaluable feature that we've already used heavily to improve our libraries. **What do you dislike about Shelf?** Shelf is very resource intensive, which makes sense as it's got a lot of content and data it has to read and process, but this also makes loading gems take a few seconds longer than I'd like sometimes. **What problems is Shelf solving and how is that benefiting you?** We have a very large library of resources our agents need to access, and a wide variety of situations that they need to keep track of and informed about. Shelf has made it possible for agents to find what they need, in the moment they need it. ### 12. Shelf is GREAT!!! **Rating:** 5.0/5.0 stars **Reviewed by:** DeAnn C. | Director KIPP Forward, Mid-Market (51-1000 emp.) **Reviewed Date:** November 16, 2021 **What do you like best about Shelf?** It's easy to navigate. The topics are easy to find and I can download things with ease. **What do you dislike about Shelf?** Losing data from KIPP Share to Shelf is the only thing I disliked about it. **Recommendations to others considering Shelf:** Explore! Explore! Explore! **What problems is Shelf solving and how is that benefiting you?** I can access network concerns and share data the same way we could before with KIPP Share! I love it! ### 13. Easy to access **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Shelf?** Very user-friendly and reliable platform. Also, the documents can be explicitly saved. Easy to update. **What do you dislike about Shelf?** Sometimes the system automatically logs out, and not a single sign-in takes effort. **Recommendations to others considering Shelf:** Highly recommended platform to be used. **What problems is Shelf solving and how is that benefiting you?** Process related issues and documents are reliable. System easy to navigate ### 14. Shelf for non-profit knowledge management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2021 **What do you like best about Shelf?** I like it because is super easy to update and maintain. Creating articles is easy, and there are different ways to store and categorize different asset types like pictures, videos, and documents. They also have a browser version available for outside audiences which is critical for our needs. Also, the support team is great! **What do you dislike about Shelf?** Some changes would make it easier (ex. bulk tagging) or more customizable (ex. more report options), but those changes are in progress. Once you get used to working in the system, you will find ways to make tagging or report generation work for you. Another issue we had was that "connections" did not transfer to the self service portal version. There was a work around for this (and I believe this is also in progress), so it was not a deal breaker. We are pleased. **Recommendations to others considering Shelf:** Understand how connections work. Tour the self-service portal and reporting options to see if they will fulfill your needs. If you are looking for an easy system to create, update, and maintain, it is fantastic. If you are lucky, Anna will be part of your implementation team. **What problems is Shelf solving and how is that benefiting you?** Our old knowledge management software was clunky, hard to edit, and gave poor search results. Since switching to Shelf, we are solving all those problems. Our searches are more accurate, which results in a better experience for the user. The overall look and feel of the program is a definite upgrade. It's quick, effective, and satisfies our needs ### 15. I find using Shelf very helpful in my day-to-day tasks. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2021 **What do you like best about Shelf?** I like the ease of access. It is an interactive platform which guides me efficiently to specific answers I need in my everyday job. It saves my time, and I find its features very helpful. If needed, I can browse easily through filters. All in all, it is a great tool which improves the efficiency of my job. **What do you dislike about Shelf?** In my opinion, key word search could be better. **Recommendations to others considering Shelf:** I highly recommend Shelf as it will ease your everyday work, once you start using it it will become your daily tool. **What problems is Shelf solving and how is that benefiting you?** Shelf is my go-to tool when finding solutions for some specific situations. I can consult it easily in order to find the answer I am looking for. It greatly saves my time as I can finish my tasks faster. ### 16. easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** October 14, 2021 **What do you like best about Shelf?** That I can save everything as a favorite, and there are many categories. Also, the last updates are shown on the home page so that you can notice them quickly. **What do you dislike about Shelf?** Sometimes I cannot find everything, but I think It's also what a company added or updated. **Recommendations to others considering Shelf:** It's a helpful tool that keeps your company's topics and uselful article well organized. Also, early users can add favorites in their account for topics or articles the use most. **What problems is Shelf solving and how is that benefiting you?** The shelf gives me tools that I use in my daily workload routine. ### 17. Excellent resource for documentation **Rating:** 5.0/5.0 stars **Reviewed by:** Robert B. | Operations manager, Small-Business (50 or fewer emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Shelf?** Shelf allows limitless indexing and document storage. Extremely fast, **What do you dislike about Shelf?** I can't think of anything. Shelf is working great for us. **What problems is Shelf solving and how is that benefiting you?** We have a massive number of processes that have been undocumented. Shelf is helping us get that organized so when key people are out, its easy to find solution to common problems. ### 18. Shelf helps us a lot in our communication processes and guidelines between areas of the company. **Rating:** 5.0/5.0 stars **Reviewed by:** Nubia B. | C, Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2021 **What do you like best about Shelf?** Shelf has a simple way to update processes. **What do you dislike about Shelf?** The search field is not responsive, in my opinion. **Recommendations to others considering Shelf:** We use Shelf all the time. Shelf helps us a lot in our internal processes and communication guidelines in the customer services area. **What problems is Shelf solving and how is that benefiting you?** We use it to communicate company processes. (Customer Service) ### 19. Very easy to create Gems and maintain them, User love how easy it is to search and find results **Rating:** 5.0/5.0 stars **Reviewed by:** craig h. | T, Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Shelf?** Easy of searching and easy of adding/editing content **What do you dislike about Shelf?** There is noting I do not like about shelf **What problems is Shelf solving and how is that benefiting you?** Users are getting answers to thier questions so they do not have to ask the team leads freeing the team leads up to monitor staffing requirements ### 20. Shelf Launch **Rating:** 5.0/5.0 stars **Reviewed by:** Kandy T. | Trainer, Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2021 **What do you like best about Shelf?** Wow. Being there from the beginning to now, it has grown and has been very interesting to use. I love it. The creators were terrific. They answered every question that we had to make it user-friendly for our agents. Its very easy to use, agents are able to find their resources very quickly I'm excited to see the growth within shelf. **What do you dislike about Shelf?** There's nothing that I do not like about it. its HELPFUL and amazing **What problems is Shelf solving and how is that benefiting you?** Ive realize its more helpful to our agents. they are able to find what they need without clicking and clicking to find their resources. its helpful to everyone ### 21. Brief information about the Shelf **Rating:** 5.0/5.0 stars **Reviewed by:** Daulet T. | At the moment, I am an agent in a delivery company that supports customers, couriers and partners, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2021 **What do you like best about Shelf?** The platform is convenient because you do not need to open it and search for a separate link. Everything is at hand and you can immediately find the information you need. This is the main feature of this platform. The program allows you to reduce all the necessary information into a short report or article. This is very convenient if you have a lot of text that you can't remember yourself. It is convenient and easy to copy what you need directly from the platform. Nothing freezes and everything is clear. **What do you dislike about Shelf?** The inconvenient thing is that sometimes this platform takes a long time to load. You have to update the bookmark several times to still find this or that information. It takes a little time while you solve the main problem. It can be difficult to find the information itself because the screen is very small. But in principle, it does not take much work. The search engine takes a long time to think, but it's also a small problem. **Recommendations to others considering Shelf:** Fill in as much as possible and think ahead to what information to leave there. It is advisable to already have your account to log in instantly. This will give you the ability to have more features. I would definitely recommend this program **What problems is Shelf solving and how is that benefiting you?** The main problems that I solve through Shelf are finding the information I need in the shortest possible time. This gives me the ability to save time and space on my desktop. Without this platform, there were so many different documents with the same information. But now everything is structured and I can find what I need in one place, knowing that this document or information will not be lost. By solving these problems, I can save my free and working time. It is convenient that this platform is connected to my main work environment and helps me to solve all the issues related to documentation and storage of information ### 22. I found the platform to very useful in creating content or a repository of information. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** February 16, 2021 **What do you like best about Shelf?** I like the search feature where you can combine libraries, filters, categories, and the content type. It helps me narrow my searches and the user experience is much more friendly **What do you dislike about Shelf?** Not being able to download multiple documents at the same time **Recommendations to others considering Shelf:** There are a lot of features SHELF has that other organization can benefit from. Since we have certain processes in-house, we cannot take advantage of all these features. I would suggest analyzing all the different processes within your organization, especially if you have Help Desk Call Center. You may be able to streamline a lot of your processes just by replacing it with SHELF. **What problems is Shelf solving and how is that benefiting you?** We are currently working to figure out how we can let other teams be admins of their own libraries without being a SHELF admin. With the type of work we do, sometimes its a conflict of interest having other teams as admins as they rely on us to make changes. So when they have the capability of making changes, it makes it difficult to enforce our policies. We've been approaching the USer Groups feature to address this issue as it allows users to be admin of their own libraries and view only in the remaining libraries on shelf ### 23. Excellent **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Small-Business (50 or fewer emp.) **Reviewed Date:** October 13, 2021 **What do you like best about Shelf?** Access information, i pin favorite pages **What do you dislike about Shelf?** Not friendly menu, interactive exercises **What problems is Shelf solving and how is that benefiting you?** easy day to day tasks ### 24. Shelf has been a game changer for Granite. **Rating:** 5.0/5.0 stars **Reviewed by:** Amanda T. | Business Intelligence Analyst III, Enterprise (> 1000 emp.) **Reviewed Date:** August 11, 2021 **What do you like best about Shelf?** Shelf makes it easier for us to search for documents and share content between departments that normally would need to be shared by email **What do you dislike about Shelf?** we have not found anything we dislike yet **What problems is Shelf solving and how is that benefiting you?** Shelf has made it easier for teams to share content that they rely on with other teams making it easier for everyone to work more efficiently together ### 25. I think Shelf offers great support and am thankful we went with them **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Furniture | Small-Business (50 or fewer emp.) **Reviewed Date:** February 17, 2022 **What do you like best about Shelf?** Easy to use search feature. The agents are able to be more self sufficient **What do you dislike about Shelf?** Not that I can think of right now. It is working the way we expected. **What problems is Shelf solving and how is that benefiting you?** Agents are able to have more information at their fingertips. ### 26. Review of Knowledge Base **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Package/Freight Delivery | Enterprise (> 1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Shelf?** Shelf has a easy user experience and a simple design that allows you to simply use the tool. The account management department is also a plus on this company. **What do you dislike about Shelf?** The tool is created for use of their own tools. Meaning that exporting data to their (from google docs to a page) is not the best experience, with lots of bugs that are not fixed from shelf as it originated in a third party **What problems is Shelf solving and how is that benefiting you?** With Shelf we've been able to assure that all teams are updated in the processes of RTO as well as the union of all information in one place. ### 27. Shelf **Rating:** 5.0/5.0 stars **Reviewed by:** Adem . | Senior Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 15, 2021 **What do you like best about Shelf?** The most I like are the organization, transparency, and detailed explanations. I recommend it to everyone, because of the possibility of learning, progress, and efficiency in work. **What do you dislike about Shelf?** Sometimes I fail to find a particular situation using the search option, and I have to go step by step. **What problems is Shelf solving and how is that benefiting you?** All the information I need can be found using Shelf. The advantage is that everything is in one place and speeds up the process of finding the necessary information. It helps to detect problems and solve cases according to the procedure, for which I am not sure which is correct. ### 28. Great KMS **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Shelf?** Shelf's state-of-the-art AI search and its ability to filter search results by categories and tags to get exactly what you are looking for make it a top-of-the-line KMS solution. Shelf can also integrate itself with other platforms, enabling the Shelf search to appear contextually when needed. **What do you dislike about Shelf?** Left navigation menu customization needs to be built out more. Having a more customizable UI would help Shelf feel more catered to a company's specific needs. **What problems is Shelf solving and how is that benefiting you?** We are solving data organization problems and ease of access issues with Shelf. We have realized a decreased time to find resources utilizing Shelf. ### 29. Shelf - nice program **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Shelf?** I like the decision tree, which helps to create friendly descriptions for different files. **What do you dislike about Shelf?** Filters. With a bunch of different files and folders but related information, it is not easy to determine where the information you want is located. **What problems is Shelf solving and how is that benefiting you?** A smart way to collect a lot of information in one place. ### 30. Effective, efficient and makes life a whole lot better! **Rating:** 5.0/5.0 stars **Reviewed by:** Maddy J. | Senior Analyst, Service Desk, Enterprise (> 1000 emp.) **Reviewed Date:** May 24, 2021 **What do you like best about Shelf?** Simple integrations that assist agents to easily locate the required information and Decision trees which help you provide detailed step by step instructions. **What do you dislike about Shelf?** - Unavailability of a html editor to edit the content - Unable to link to a particular section in a decision tree **What problems is Shelf solving and how is that benefiting you?** We have been able to simplify detailed lengthy processes and present them in a simpler structure. Our agents are able to make decisions on the fly and assist our customer easily based on their various needs. ### 31. Wonderful Content Maintenance Site **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2021 **What do you like best about Shelf?** I like the user interface because it is super easy to use. Shelf is constantly enhancing features so the user experience continues to improve. The site provides a great way to organize content and keep track of user interaction. **What do you dislike about Shelf?** Since there are so many features with Shelf, I have not had the chance to use everything available. Some features such as the decision tree, has not been utilized much by my organization although it seems like it could be a helpful tool to other groups. **What problems is Shelf solving and how is that benefiting you?** Using wiki gems in my organization makes it very easy to communicate to my team important status updates with our systems. Also, having the Knowledge Base library allows us to ensure the correct information is provided to everyone. ### 32. A quick assistant in finding information at work. **Rating:** 5.0/5.0 stars **Reviewed by:** Bekarys S. | LiveOps agent, Mid-Market (51-1000 emp.) **Reviewed Date:** March 03, 2021 **What do you like best about Shelf?** I like cataloging and quick search by tags and words in the service. It speeds up the process of searching for information, you can save everything to your favorites and conveniently view the information. **What do you dislike about Shelf?** I like cataloging and quick search by tags and words in the service. It speeds up the process of searching for information, you can save everything to your favorites and conveniently view the information. **What problems is Shelf solving and how is that benefiting you?** With the help of the Shelf, we solve the problem of storing and reading information about work. This is a personal wikipedia for work. All innovations are introduced here. All procedures are fully described in steps. The main thing is that there is a search for information by keywords. ### 33. Very good platform **Rating:** 5.0/5.0 stars **Reviewed by:** Rudy C. | Knowledge specialist , Enterprise (> 1000 emp.) **Reviewed Date:** July 28, 2021 **What do you like best about Shelf?** I love the fact that it's possible to build decision trees, as well as the integrations they allow **What do you dislike about Shelf?** The visuals are a bit rudimentary on the front end **What problems is Shelf solving and how is that benefiting you?** We've managed to improve our KPIs by providing a great knowledge solution to our users ### 34. Very satisfied **Rating:** 5.0/5.0 stars **Reviewed by:** Tena K. | Customer Care Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2021 **What do you like best about Shelf?** Easy to navigate, user-friendly, easy to update **What do you dislike about Shelf?** there is nothing really to dislike about Shelf **Recommendations to others considering Shelf:** I have nothing to recommend **What problems is Shelf solving and how is that benefiting you?** Every known procedure for UK market is saved on Shelf so it's easy to send the agents to the correct gem ### 35. Great site to manage and maintain a department **Rating:** 4.5/5.0 stars **Reviewed by:** Ben S. | C, Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about Shelf?** Simple and way to use but with a range of ways to display content. **What do you dislike about Shelf?** Navigation can sometimes seem not so user friendly **What problems is Shelf solving and how is that benefiting you?** Helps enhance the communication and clarity between departments in different time zones and act as a hub of information ### 36. The #1 Knowledge Management Platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Leisure, Travel & Tourism | Enterprise (> 1000 emp.) **Reviewed Date:** October 15, 2021 **What do you like best about Shelf?** Awesome support, Regular updates to the system, easy to understand and work with. **What do you dislike about Shelf?** Could have better documentation and FAQ. **What problems is Shelf solving and how is that benefiting you?** We save a lot of time finding the correct articles right away with the help of shelf great search function. ### 37. Shelf freed up so much time in the day, we added more responsibilities to the team **Rating:** 5.0/5.0 stars **Reviewed by:** Kimberley M. | PMO Enablement Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** February 19, 2021 **What do you like best about Shelf?** The search function is a game changer! The amount of time the search capabilities have saved us has been outstanding. The ability to quickly see the type of content and a quick description is also extremely helpful. **What do you dislike about Shelf?** I have yet to find a downside as this is the first knowledge management system we have used and every aspect of Shelf has improved how we work **What problems is Shelf solving and how is that benefiting you?** One of our biggest problems before Shelf was knowledge sharing and finding relevant content. With Shelf, not only are we able to find information faster, but it is more trustworthy as Shelf identifies when content was last updated, ensuring what you are looking at is most current. ### 38. Overall Great Tool **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Electrical/Electronic Manufacturing | Mid-Market (51-1000 emp.) **Reviewed Date:** February 22, 2021 **What do you like best about Shelf?** Lots of different options for content types (decision tree being a personal favorite), intuitive use, extensive filter options for search, Connections ability, Content Publication Process. Easy set up and navigation. Easy to add content. **What do you dislike about Shelf?** No options for cross-referencing materials; keyword searching (would love to see a way to search various keywords and not depend on filtering down options on left-have navigation); too many clicks in publication process; "Recommendations" doesn't really pick up on main article relevance; no option to contain gem types (we'd like to only allow people to choose 3). Stats/Insights: no ability to differentiate between specific teams; no ability to see what gems have been created or how many in a overview way. Editing/content Writing Tools: limited options for formatting. Permissions only being allowed on the top-level of folders. **What problems is Shelf solving and how is that benefiting you?** Content organization; Content Publication Process allows us to review for continuity; Information retrieval in an easy manner. ### 39. A very convenient platform for finding the information you need, and an interesting interface **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2021 **What do you like best about Shelf?** The convenient interface, which makes Shelf user-friendly. It is easy to use and follow the Shelf instructions, everything is well-organized and therefore it is very fast to find the necessary things. **What do you dislike about Shelf?** Nothing, in my opinion, everything works perfectly. **Recommendations to others considering Shelf:** I highly recommend to use Shelf as is it very convenient, and fast and effective to use. I would rate it as 10/10. **What problems is Shelf solving and how is that benefiting you?** I have noticed that the Shelf itself is well-organized which enabled me to find the answers to the needed cases regarding any situations and problems with customers, couriers and partners. Therefore it enabled me to combat any problems as fast and effective as possible. ### 40. Shelf is efficient and makes my workload a lot easier. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Gambling & Casinos | Mid-Market (51-1000 emp.) **Reviewed Date:** February 18, 2021 **What do you like best about Shelf?** Shelf is an intuitive system for our agents to use. Easy to use and setup from an admin perspective as well. We have control over our content and how important each gem is in a search of specific word (s). Shelf meets with us on a regular basis to ensure that we are getting the most out of the software. They listen to user feedback and have made a number of improvements over the time we have used them that have helped improve our usage of the product. **What do you dislike about Shelf?** Roles and or user groups setup. Would also like to see more filters. **What problems is Shelf solving and how is that benefiting you?** Easy access content for our agents who are often put on the spot to answer tough questions. We are also able to track our agent's usage of our protocols which allows us to ensure they are following all of our processes. ### 41. Shelf has been a great tool for our team and the partners have been very helpful. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2021 **What do you like best about Shelf?** The customizable aspect and insights are very helpful **What do you dislike about Shelf?** Inability to duplicate a folder to another organization, have to save the gem one by one. also no survey aspect, this would be very helpful. **What problems is Shelf solving and how is that benefiting you?** Sharing up to date material with over 100 employees. It would be great to open up to our regional agents to get access to additional information. ### 42. "Shelf" is the system I didn’t know I needed. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 26, 2021 **What do you like best about Shelf?** It's easy to use if your job requires you to make multiple folders for different projects or to keep track on a day to day actives. Shelf is the system I would recommend. **What do you dislike about Shelf?** There is not a "back or return button" within Shelf. **Recommendations to others considering Shelf:** I can't think of another system to compare Shelf too. **What problems is Shelf solving and how is that benefiting you?** Our company can release more information about the systems we use in a faster way. Plus, agents can't change or remove documents by accident. ### 43. Shelf has been very beneficial to our department. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 12, 2021 **What do you like best about Shelf?** My favorite feature is the key words preview. This is a huge time saver as the results are displayed quickly without the need for opening the full document. **What do you dislike about Shelf?** The formatting in a Wiki is different than a Word document. It is user friendly and easy to use. The spacing and format could use some enhancements to make it even better. **Recommendations to others considering Shelf:** I am so thankful we found Shelf. They have been wonderful to work with. All of our questions are answered thoroughly and responses are very quick. The implantation of Shelf was a dream! It was very easy and the process did not take very long. **What problems is Shelf solving and how is that benefiting you?** We are still fairly new with the Shelf roll out. This is helping with our first contact resolution, reducing contact handling time, and efficiently storing all information in one location. ### 44. review **Rating:** 5.0/5.0 stars **Reviewed by:** Natalija R. | Customer service agent, Enterprise (> 1000 emp.) **Reviewed Date:** May 25, 2021 **What do you like best about Shelf?** An application with many possibilities, quite clear, full of information and options **What do you dislike about Shelf?** The application is a bit crowded, it needs to be clearer **Recommendations to others considering Shelf:** I would recommend this app to everyone, because it is definitely useful **What problems is Shelf solving and how is that benefiting you?** Documented things are solved with difficulty, keeping documents and learning from them ### 45. Agent of customer service **Rating:** 5.0/5.0 stars **Reviewed by:** Emir D. | Agent of customer service, Enterprise (> 1000 emp.) **Reviewed Date:** May 14, 2021 **What do you like best about Shelf?** User friendly, very fast response, huge storage. I can find all the thing and procedures that are very important in our job. **What do you dislike about Shelf?** To many things on the interface which can confuse the user. **What problems is Shelf solving and how is that benefiting you?** For us the best thing is that we can easily find procedures that we need to solve the issues. ### 46. shelf is the best platform for you to be aware of alot of the infomation of the palce you work **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Food Production | Small-Business (50 or fewer emp.) **Reviewed Date:** November 18, 2021 **What do you like best about Shelf?** that best thing is that you can save the things you looked on favorites **What do you dislike about Shelf?** sometimes it takes time for them to update the info **What problems is Shelf solving and how is that benefiting you?** menus and thats cool ### 47. The Shelf Team Is Outstanding **Rating:** 5.0/5.0 stars **Reviewed by:** Brian S. | Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2021 **What do you like best about Shelf?** They are very knowledgable and helpful.. **What do you dislike about Shelf?** I have no dislikes at this time. The team is great **What problems is Shelf solving and how is that benefiting you?** We are moving to Shelf from an outdated knowledge tool. Shelf is very easy to use and search for our documents. ### 48. Very helpful and easy to use **Rating:** 5.0/5.0 stars **Reviewed by:** Nikolija T. | Call Agent - Customer Care, Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2021 **What do you like best about Shelf?** Best thing is easy to use, we can easly search for thing we need **What do you dislike about Shelf?** I have nothing to write here, everything is good **What problems is Shelf solving and how is that benefiting you?** On Shelf we have tips we use for fast resolving problems ### 49. Clean interface. Intuitive. Great product **Rating:** 5.0/5.0 stars **Reviewed by:** David C. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 17, 2020 **What do you like best about Shelf?** Shelf has a clean user interface & intuitive to use. **What do you dislike about Shelf?** Admin controls. Coming from being trained as a Salesforce Administrator and working directly at Deltek, the lack of site control and restrictions as an admin to prevent users from interrupting processing flows is a bit frustrating. However, I do understand that everything is a work in progress, but it would be nice to see improvement here to see client's implementation of Shelf not be disrupted by users within their own company. **Recommendations to others considering Shelf:** Stronger admin capabilities for version control of client's utilization of Shelf within their organization. **What problems is Shelf solving and how is that benefiting you?** Our company utilizes Shelf has source of version control with the most up-to-date resources for our team to utilize across teams for quick and easy access. ### 50. Its super nice to create cool looking content **Rating:** 5.0/5.0 stars **Reviewed by:** Paulina J. | Junior Customer Care Information specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** February 15, 2021 **What do you like best about Shelf?** I love that I can colour-code things and insert images when creating a document, and I love how many different types of content I can create. **What do you dislike about Shelf?** Sometimes the font since wont change anymore, that causes some extra work. **What problems is Shelf solving and how is that benefiting you?** I create content for our customer service so that they can use those Infos to give our customers all the infos they need. The benefit is definately that creating and sharing is super easy and fast. ## 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=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-18+12%3A38%3A06+-0500&secure%5Bsession_id%5D=8fcaaed6-fe62-438b-bc88-24efdb6d65fe&secure%5Btoken%5D=a8cb1f5be19f5c71d6961c3e15ca49f2e52ec64edfcd9a58b1197aee15584545&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 (525 reviews)