Shelf Reviews

Personally, i love using Confluence but it was difficult to get our company onboard. We needed a product that was more flexible and easier to organize for our company's internal knowledgebase. After a pretty extensive vetting process we selected Shelf because it allowed our team to continue using Dropbox, Drive and Slack while giving us the ability to manage our most critical docs in a centralized place. The features that make shelf unique are it's dropbox and Drive syncing, advanced search and filtered search capabilities, the ability to add additional meta data like tags and badges and the web clipper which enables our team to also use Shelf to capture youtube videos and web articles for training purposes.

No product that tries to address knowledge management issues is going to be perfect.. Even knowledge managers at our firm have trouble keeping track of information across teams and departments so no solution is going to be a one size fits all. I prefer a wiki method of building knowledge bases and Shelf doesn't yet offer this feature but overall we're very happy with Shelf.

I've worked with Shelf for 3 years now, and they are constantly upgrading the software capabilities to increase ease of use, and enhance our ability to use the platform in many innovative ways to both share and find information quickly internally, as well as house best practice materials that we can share directly with customers.

The one function I could use most would be a "batch tagging" capability, which they have been working on.

everything being in one place at once and the subheadings

not the prettiest to look at and sometimes you can have too may categories

We had a committee of all volunteers reviewing products for use as a member resource library. With only 1 FT employee it was important that volunteers could keep the resource library up to date. We also have limited tech knowledge so it needed to be something that was intuitive. Our committee set up the following criteria and found that Shelf met all of the requirements. ...

Read more

So far there have not been any cons that we have run into. Every time I contact our Shelf representative to ask questions, he has something new to tell me about that will launch soon and address that concern.

The ease of loading/updating a document and making it accessible to our agents. Enables agents to reference policies and processes quickly to provide optimal customer service and resolution to customer concerns. Searching for a document is easy. Providing invites to new agents/users is very simple to do. Creating folders to organize information is simple.

The issue i have is Shelf may have issues recognizing certain formats such as some PDFs, Excel. Basically, it may not recognize a document that can be updated (i.e. an excel sheet). Doesn't seem to like docs that aren't static.

Features- left-side panel that allows you to see all the libraries/folders across your organization at once; highly intelligent, Google-like search functionality for all types of searches; ability to combine search with a variety of filters; ability to preview a document easily without having to download; simplified permissions structure - allowing you to set permissions for users in groups as well as individually; integration with SSO

A few key features they are working on to meet similar functionality of Box/Dropbox/Google Drive: - Ability to download multiple files/folders at once - Ability for preview feature to work for all common file types

Shelf Answer Assist has been our ongoing project which aims to improve agent experience in handling customer interactions. The support team has been very collaborative and ensures we are on track with all our learning initiatives.

User management can be improved. At the moment, we would have to follow several steps to create and group an agent. For example, individually copy-paste a username. It would be best to have a bulk upload feature via uploading CSV with all the required fields.

We like the ease of sharing files and different resources across our membership. The ease of adding both internal content via OneDrive and external content with their Web Clipper is not found on any other product. Having the ability to customize user groups with specific roles in their group is a great feature. Allows us to promote people to roles in a group but not on the overall platform. The ability to make certain things public and certain things private allows for easy sharing and linking from website and social media. The search feature is the most impressive feature, allowing users to search from a wide variety of content across the entire platform. Don't forget about the ability for authors to get emails alerting for new comments to easily respond and address certain questions.

The lack of a built in CRM tool and/or linking via api keeps the product from certain users but is the best CMS on the market.

From adoption the platform was noticeably very clean and unique in terms of design and I felt like I had a direction immediately. Many other tech apps are stressful to adopt and you are never quite sure you are utilizing the most important features. Not only was it easy for me to figure out, but getting my relatively small team on my Shelf was just as easy. We created our own folder structure to suit our needs and organization preferences and everything has been smooth and I can find everything I upload very easily, especially when I know who uploaded it.

I wish we can collaborate on documents inside of Shelf, but there really is not much a problem because they integrate with Google Drive directly so we can just upload it after.

Shelf makes it easy for us to capture content using the web clipper and then forget about it until we need it again. The search features make it easy to locate stuff without knowing the name or the exact folder location. They have tags, a tag library and customized badges.

I wish the web clipper enabled us to capture slideshare presentations and podcasts. I wrote to their customer service team and they said that it was in the works.

Like my title says. It's easy! My reasons: Easy to use; easy to maintain; easy to get support; easy to collaborate; easy to find your information; easy to add remove access; easy to create either a basic post or a complex decision tree; easy to see usage statistic. Easy to collectively work together to have a solid knowledge base. I have not discovered anything in shelf yet that is frustrating. I know shelf is working and it's currently the best tool that we've used so far as a knowledge base because of one aspect, our agent are using it and frustration with knowledge base products is non existent.

I have not explored every feature shelf can offer because of our organization needs, but so far I love everything about shelf.

Easy organization. Being able to link websites / videos / pdfs / documentation easily with a plugin. Ability to tag / find documents easily with search feature Preview ability with website. Feedback ability for each addition. Overall look and clean design

No easy way for version control - minus uploading multiple documents and renaming each update

Thanks for the feedback, including your comments on Version Control. Good news - we've recently released a Versioning feature into the product that allows senior user roles to view changes to a file and roll back to prior iterations, as needed. This eliminates the need to upload multiple versions. Have a look and let us know what you think!

No pros were added to this review

No cons were added to this review

The support and availability that Shelf offers is amazing. This is for everything, including help with the configuration, training, support and future enhancements. The ease of use and search fonction really helped our Contact Center grow which was a big issue for us with our previous software.

Decision Tree is still new and had some bug issues but Shelf has been working very hard on improving this small portion.

- Web Clipper is a wonderful tool - very easy to use and share information - Muti-matrix of hierarchy and organization provide easier search among thousands of information (gems)

- Not being able to use on mobile devices (the web clipper) - Still not able to put "&" sings in tags (M&A, E&M, Food & Beverage, etc) although - Foreign texts (Korean) are broke in Word files, while they look perfectly fine on PDF files.

That it's easy to use and constantly evolving. Love the ease of making changes.

really would love to have a calendar, would love more space to describe the gem, would love to be able to identify an owner (not the person who uploaded). Although not a deal breaker.. the overall 'look' of the dashboard is not visually appealing.

As an Admin for Shelf, there are always improvements in the pipeline and we are made aware of improvements that are live or will be live soon. Feedback is definitely always welcome with Shelf.

From an admin perspective, I would love to see the ability to make custom reports in shelf.

I liked the tree option, plus implementation onto the other platform is very useful! For now there is no complains, nor from me or others users. Its a very good platform especially when you wanna help others to teach them some procedures better

As I said no complaints so far, I am not using it for long, but in this time its very much useful!

Shelf is intuitive, easy to use, and extremely powerful. I appreciate the ease with which I can manage content; both creating new items, and managing current content.

So far I haven't found a lot to dislike about Shelf. Members of my team were hoping for Boolean search capabilities, but I find that searching with just basic terms brings back all the results I could possibly need. All thanks to the extreme indexing power of Shelf.

Easy to use , a lot of features , more options

Everything was great , had some problems with assist but i think its because of language

Shelf is so easy to navigate even for those who struggle to use computers. I love that you can design your home page with your 'favorites'. I love the search feature, and that related documents populate with each document. Super organized, beautiful layout.

I have yet to come across something that I would change about Shelf.

It is easy to use and being able to store and share any format of data is very convenient.

The email addresses of other members are not stored, so when you want to share information, you need to know the address of that person (or copy and paste it from your email).

Both user friendly for admins and users.

Please fix the table design. When you try to edit a table, the popup for "add more rows "etc always appears in the box you are suppose to add text in. Very irritating.

Definitely the most user-friendly knowledge management tool out there. Good for cross-team collaboration. UX is clean, attractive, and intuitive. It doesn’t take much time with the software to be able to effectively and easily use it.

Would be great if there was a bulk tagging feature, that is probably only one of my main complaints.

Easy to use - the web clipper revolutionizes how to quickly add web content and share with team members.

Lack of a rating system is pretty unfortunate. Although I think that's coming in the future.