Home/ Enterprise Wiki Software/ Shelf/ Reviews
The Future of Contact Center Knowledge
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Easy to Use Interface, Powerful Search Functionality, Great Customer Support, Effective Content Organisation
Limited Editing Functionalities, Occasional System Slowness, Lack of Bulk Actions, Difficulties with Excel File Compatibility
User reviews of Shelf highlight its ease of use and intuitive design, particularly its robust search functionality and organization features. Many users appreciate the ability to create and share knowledge gems, decision trees, and other content types. While some users express a preference for more advanced formatting options and wish the search function was more comprehensive, overall, reviewers are highly satisfied with Shelf's user experience and its ability to centralize and manage company knowledge.
AI-Generated from the text of User Reviews
I think that the website has been designed easy to access and it is very easy to read and search information. Also the search tool is very good!
The most annoying this is that the email-layout does not work always as ment to.
Self solves my work problems if I need to check some rules out, I could not live without it :)
Clear, easy to find needed information, esy to use but not that east to create new pages.
Somtimes difficult to create or edit pages. Difficult to remove spaces between lines.
A place where needed information is found.
All the knowledge has been categorized smartly, but even when you are unsure where to search for specific information, you can search with a word and still find what you are looking for.
You need to change the language code from English to Finnish to get visibility to Finnish instructions.
When you need an answer regarding fundamental processes, you can easily access the answer by using Shelf instead of going through multiple platforms.
It is easy to use search tool with different words.
Kind of boring looking. Not really much that i dislike tho
All the instructions and guides can be found there.
Collaboration, constant improvement, speed of answer, modern app
Haven't found any disadvantages so far. Shelf is open for customer suggestions for improvement
Knowledge management system in one place which is modern and easy for users, getting rid of internet explorer finally
I like that I can add instructions to my favorites and you don't need to know the full name to find the instruction
sometimes is slow. I would like to be able to collect the important document templates for yourself, e.g. in a self-made folder.
helps to function correctly in contact with the end customer
I like having the option to favorite my articles.
I dislike having to go back to the homepage to search.
Shelf is allowing our team to locate the answers they need to complete their job.
The information is easy to read and favorite my article.
Search function is not always easy to use.
We use this as a Knowledge Management system.
How easy and fast it is to find what I'm searching for. It's easy to send feedback through Self. It's very fast and easy to update and make changes to the contents.
I'm using Self every day and so far it has worked impeccably! Nothing more to add here.
When I need answers and instructions fast in my work, I'm using Self. All the materials I need are there available for me. I think this has a very positive effect on my work!
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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.
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.
CSR interaction performance and quality. Quicker TT and better QA since everyone is using the same information. Being integrated directly into Genesys Cloud means one less system the CSR has to log into.