# Shelf Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Shelf the right Knowledge Management solution for you? Explore 106 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/146524/Shelf/reviews --- Shelf 4.8 (106) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Shelf Ease of use 4.8 Customer Service 5.0 ## Pros and Cons in Reviews SG Sean G Operations Director for Underwriting and Contact CenterInsurance, 501 - 1,000 employeesUsed the software for: More than 2 years. “The introduction of new features like Search Copilot and Content Intelligence has dramatically increased our agents abilities to quickly answer questions and has allowed our content administrators to ensure material is up-to-date and reliable.“ July 10, 2024 AW Annie W Associate Manager, Call Center TechnologyCosmetics, 51 - 200 employeesUsed the software for: 6-12 months. “Lacks robust and in-depth reporting in GUI without the requirement of pulling APIs.“ March 31, 2023 BD Brandon D Training and Knowledge ManagerEntertainment, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “Shelf has allowed our team to have a single location where our advisors are able to access all the information necessary to help customers when they contact us.“ November 28, 2023 CT Carla T Training and Quality ManagerConstruction, 51 - 200 employeesUsed the software for: 1-2 years. “Copy and paste can sometimes be a little tricky if documents are being copied from external sources.“ November 27, 2023 SG Sean G Operations Director for Underwriting and Contact CenterInsurance, 501 - 1,000 employeesUsed the software for: More than 2 years. “Seamless integration with our contact center solution“ July 10, 2024 KT Karianne T Competence & Quality ManagerFinancial Services, 51 - 200 employeesUsed the software for: 6-12 months. “That is not good enough for us so we have started to use the category-function for assignee different document to different "users/teams/departments"“ January 24, 2023 BD Brandon D Training and Knowledge ManagerEntertainment, 1,001 - 5,000 employeesUsed the software for: 1-2 years. “We have seen improvements in a number of metrics since the implementation of this tool which I believe Shelf has played a large role in.“ November 28, 2023 AB Andy B Customer Relations ManagerFood Production, 201 - 500 employeesUsed the software for: 1-2 years. “UX - really dislike the colour for some reason.“ November 27, 2023 ## Showing most helpful reviews Showing 1-25 of 106 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Rudy C. Knowledge Content Specialist Logistics and Supply Chain Used the software for: 6-12 months ### "Very good and well-rounded tool" July 28, 2021 5.0 Very good. I'd definitely recommend it Pros I really liked the diversity of knowledge content one can create. Decision trees and wikis were the most important for us, and we found them tremendously useful. Cons The visuals of the frontend seemed a bit rudimentary, and we weren't able to modify or customize them. Alternatives considered [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/)[Kipwise](https://www.capterra.com/p/172843/Kipwise/)[Guru](https://www.capterra.com/p/224830/Guru/)[Kustomer](https://www.capterra.com/p/158128/Kustomer/) Reason for choosing Shelf Especially because of the diversity of knowledge content. We needed to create decision trees or the like in order to present our users with guided workflows. That was impossible to do with the alternatives. Switched from [Helpjuice](https://www.capterra.com/p/130533/Helpjuice/) The tool had technical limitations that made it necessary for us to find a more powerful tool/platform. Review Source VL Vincent L. Business Intelligence Telecommunications Used the software for: 1-2 years ### "Excellent Knowledgebase Management Tool" January 16, 2023 5.0 I have been using Shelf for a long time and I am extremely impressed with its knowledge management and content organization capabilities. The software allows for quick search and categorization of all our files and information. This greatly reduces time and improves efficiency because there is no confusion about outdated or incorrect material. It is easy to manage permissions and sharing. My company likes to use it to onboard new employees since it is easy to set up a series of well-documented product and training guides. Overall, it's an excellent knowledgebase management tool and the Shelf team has been very supportive. Pros The product is intuitive and straightforward. Shelf provides admins with detailed analytics and control features. It also integrates well with the other applications that my organization uses. For typical users, the software's design as well as search make finding documents quick and seamless. Cons The knowledgebase management tool is great for any textbase documents, but it lacks features that can be improved if it offered better functionality and scaling of specific file types. Switched from [Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/) Lack of control and organization since it almost gives users too much freedom to upload and share whatever they want. Review Source AB Andy B. Customer Relations Manager Food Production Used the software for: 1-2 years ### "Shelf review" November 27, 2023 3.0 Great partnership - worked well during implementation and continued support in set up Pros Relationship with the team at Shelf. Support in implementation Cons UX - really dislike the colour for some reason. Switched from [Microsoft SharePoint](https://www.capterra.com/p/1167/SharePoint/) Better functionality with Genesys and was part of our tech transformation Review Source MC Mark C. Continuous Improvement Financial Services Used the software for: 6-12 months ### "Reduce Average Handling Time within your call center " November 27, 2023 5.0 Excellent! The product has been superb! The initial Shelf Training and Shelf Academy has helped us greatly. The ongoing support is also very good. Pros So far we've seen a 25 percent reduction in average handling time across the first three months of going live with Shelf. Cons There are no cons currently and the product has been very well received. Switched from [Confluence](https://www.capterra.com/p/136446/Confluence/) Better reporting and more interactive for all parts of our business. Review Source JO Jared O. WFO Supervisor Hospitality Used the software for: 1-2 years ### "The Best Knowledge Base Software" November 12, 2020 5.0 SHELF has been great! Before SHELF I created a website knowledge base for us to use, noting my website didn't have a good search feature, the ability to create folders, nor the real feel of a knowledge base. Getting SHELF helped us finally step into the real world of knowledge bases, and the work they have put into this web based software is superior. I am enjoying my time with it, and the ease of use of SHELF has made it an outstanding product. Pros One of the features of this product is its online! I love the option of having it web based, and not downloaded onto your PC, giving access where ever I go. The Ease of use is fantastic! It doesn't take much to learn, and has the ability for anyone to be able to pick up and use. If you are familiar with social media (Twitter for example) you will feel right at home with the hashtag feature. Cons The only issue ive had with the software would be, my agents didn't care to much for the intergration with NiCE Incontact. We tried this and the window would be to small or to big, causing the agents frustration when answering calls. It would always pop up, and the agents would of liked the ability to be able to click it when they need it, instead of the popping up with every call. Alternatives considered [HubSpot Marketing Hub](https://www.capterra.com/p/171840/HubSpot-Marketing/)[LiveAgent](https://www.capterra.com/p/102188/LiveAgent/) Reason for choosing Shelf The ease of use! the others didn't have the robust features we need like SHELF had. SHELF was easy to use, and it just had better layouts than the others we looked at. Review Source BS Brian S. Technical Support Manager Industrial Automation Used the software for: 6-12 months ### "Shelf Partners with OPEX" October 20, 2020 5.0 Great team to work with and I look forward to the next several years of this partnership. Pros I love the application, but I really love the partnership I have with my Shelf Team. They have been a great resource for us building this tool. Cons Honestly I have not found anything I don't like. It's easy to manage and build. Switched from [Oracle Database](https://www.capterra.com/p/5938/Oracle-Database/) Unable to the feature set that Shelf offered. Review Source ALS Anna Lena S. Junior Customer Care Specialist Consumer Services Used the software for: Less than 6 months ### "Shelf is a real game changer " September 30, 2020 5.0 Pros I use Shelf mainly to bundle internal knowledge and make it available to other departments and external providers. I especially appreciate the versatile and yet simple use of Shelf. Cons For me there is no contra in the use of Shelf. Before we used another knowledge management tool which I was not convinced of in many points. Shelf on the other hand has everything I expect. Switched from [Confluence](https://www.capterra.com/p/136446/Confluence/) We where missing many features in Confluence, the structure and user administration didn’t t fit for us. Review Source AM Angelika M. Company Owner Design Used the software for: 1-2 years ### "Shelf Helps your Business" June 4, 2025 5.0 my experience has been amazing with shelf. my customer service associates use it to help them with phone calls. Pros It helps you get the information and knowledge you need. with the information and knowledge it allows you to handle customer inquiries. Cons nothing. shelf has been amazing for my customer service workers. it has helped them with their calls and handle customers accordingly. Review Source JT Jennifer T. Consultation Hospital & Health Care Used the software for: 6-12 months ### "Best there is" December 15, 2024 5.0 Pros So much easier to use than other programs Cons Really don’t have any complaints everything was to perfect Review Source Abdelati L. Treasury Accounting Used the software for: 2+ years ### "Best for Auto Learning, is a truly amazing product..!" August 23, 2023 5.0 By using this program for long periods. Contribute to the cognitive and educational development Pros This smart program for what is available on it makes everything easy when using it. Really very nice product. Cons Negativity is not the opposite, it is really positive..! Review Source SG Sean G. Operations Director for Underwriting and Contact Center Insurance Used the software for: 2+ years ### "Effective Knowledge Retrieval and Content Administration" July 10, 2024 5.0 Our overall experience with Shelf has proven to be positive. The support team is responsive, and feature enhancements are ongoing. The introduction of new features like Search Copilot and Content Intelligence has dramatically increased our agents abilities to quickly answer questions and has allowed our content administrators to ensure material is up-to-date and reliable. Pros \- Seamless integration with our contact center solution - Search Copilot has significantly reduced dead-end searches and the time agents spend searching for answers - Content Intelligence has enhanced the accuracy and relevance of retrieved information Cons \- Some users may require training to fully leverage Shelf's capabilities Review Source MA Michelle A. President, School Social Work Association of America Civic & Social Organization Used the software for: 6-12 months ### "Use of Shelf for an Association Member Resource Library" September 30, 2020 5.0 We have been extremely satisfied with the product and look forward to a long term working relationship with Shelf. Our challenges have been more keeping up with the number of resources we have loaded into the site and Shelf provided us with a great tool at the start of the project to help organize our site and the process so that it could be more successful. Pros 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. o Must be very visual with a polished look o Must have a great user experience (work fast and efficiently, be intuitive) o Must be searchable (tags) o Must allow for users to comment and rate resources o Must be organized in multiple ways o User must be able to bookmark or save a resource so they can easily find it again o Must allow for all users to submit resources for review, allow a team to review and vet items, then allow them to be posted o Must have place to pay for non-members and option for subscription fees o Must be intuitive o Must have an easy link to social media to post that a new resource is available and maybe a summary of the item The most impressive function of the resource library is the search tool which can find keywords not only in the title of a document or site but anywhere within the document. The webclipper available on Chrome has been a great tool to use to quickly capture resources from the Internet. Cons 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. Reason for choosing Shelf The intuitiveness for the user and administrator; the search tool as noted earlier, the price, and the ease of adding new resources using a webclipper. Review Source MK Maiju K. Development & Training Specialist Financial Services Used the software for: 6-12 months ### "Shelf review" January 13, 2023 5.0 Our KM system was jurassic before Shelf and it has improved the quality of our work in all the departments that are using it. We don't have knowledge silos anymore and new agents don't feel so overwhelmed because our instructions are so accessible. Now our instructions are actually up to date thanks to the feedback option: it used to take forever to update them, but now that the agents are able to give instant feedback, our instruction quality is way up. Pros The best thing about Shelf is the overall easiness to do things. It really doesn't give you any gray hairs during implementation, gem creation or training. Shelf's staff is accessible if you need support and Shelf seems to be open to suggestions and feedback. Cons I'd say that the feature I'd like to see developed the most is the search. It does work already but it would be great if it was a bit more flexible with misspelling and such. Reason for choosing Shelf Everything I've stated already: the effectiveness, easiness and accessibility. Review Source DC David C. Project Coordinator E-Learning Used the software for: 1-2 years ### "Intuitive. Ease of Use. Great Customer Service" December 15, 2020 5.0 One thing I appreciate about Shelf overall is customer service. Our account manager is very responsive and attentive to our needs, questions, and any concerns we may have for our company's usage of Shelf. An excellent product is one thing, but customer service to make sure your customer(s) is/are happy is a benchmark of better customer satisfaction. Thanks Shelf for a great product and great customer attention. Pros I have used many software products like Shelf, but one thing that stood out to me right away as a new user was the ease of use. The product is intuitive to use and very user friendly compared to their competitors. It is easy to teach for new team members in our company to utilize and as an admin, it is more helpful to have a click-and-point admin control to make swift changes so our team operates efficiently with the most up-to-date information and information flow. Cons View-Only and Member Users are excellent and very easy to use and teach. Ideally, it would be great to have more Administrative analytical tools to monitor usage and making sure each member is being utilized to the best user role to function within a company's prod use of Shelf. Review Source CT Carla T. Training and Quality Manager Construction Used the software for: 1-2 years ### "Great product with exceptional customer support " November 27, 2023 5.0 The customer service at Shelf has always been exceptional and help is always on hand when needed. I can't recommend this product enough for anyone looking for an easy to use knowledge base with customer support on hand. Pros The system is very easy to use and even easier to navigate which makes the day to day use of the system seamless. Cons Copy and paste can sometimes be a little tricky if documents are being copied from external sources. Review Source SH Shannon H. Content Specialist Consumer Services Used the software for: 6-12 months ### "So much is great, and everything else is up for discussion!" January 27, 2023 5.0 Shelf offers us exactly what we need: an internal knowledge base that is easy to update and maintain. Many different teams use Shelf to store their resources, and I find it very easy to separate all the info into the right libraries/categories. Pros Love: The different kinds of gems, especially decision trees; it's so easy to format it exactly the way you want; the templates and accordions are very helpful; the Insights feature; the Announcements featureLike: The Libraries; User Groups/Org Units; it's very easy to customize who gets access to view which features (for instance one team might get to view Announcements data but not Insights data) Cons There are sometimes bugs with formatting that make it difficult to work. (Full disclosure: They are always very timely and helpful in resolving the bugs.) I don't agree with this, but many of the agents who use Shelf struggle with the search algorithm; when they use a search term to find something specific, the result they want is sometimes the 3rd or 4th result, not the 1st. Review Source SM Sylvain M. Team Lead Human Resources Used the software for: 1-2 years ### "Shelf - It's easy" October 5, 2020 5.0 We use shelf everyday and that speaks for itself! This product, along with it's support staff, has always been a VERY positive experience. Pros 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. Cons I have not explored every feature shelf can offer because of our organization needs, but so far I love everything about shelf. Review Source AB Anisha B. Project Coordinator Education Management Used the software for: 1-2 years ### "Content Management for Newbies" May 10, 2021 4.0 Pros For a person who is fairly new to content maintenance platforms, Shelf is very easy to use. Even as an Administrator user, I enjoy the capabilities of being able to track the number of interactions other users have with certain content. The Shelf team also does a great job of constantly making new enhancements to the software so the user experience is always improving. Cons Since many features are interconnected, sometimes electing to only enable certain features can be difficult. Because all Shelf features are not applicable to us, we try to only use what makes sense to use, but when certain features have to be enabled in order to get others to work, this forces us to go through additional steps we may have wanted to avoid. Review Source PM Philip M. Training and Quality Analyst Construction Used the software for: 1-2 years ### "Great system with excellent support" November 27, 2023 5.0 Very positive experience with great support. Pros Ease of use. It's great for our agents to feel empowered and have knowledge at their fingertips. It helps them daily to confidently give answers to our customers. Cons It would be good to have a feature where spreadsheets can be embedded (for example a spreadsheet with formulas) Review Source ZW Zac W. Training and Knowledge Manager Oil & Energy Used the software for: Less than 6 months ### "Shelf Knowledge Management" November 30, 2023 5.0 Overall it has been a very smooth process, the staff are friendly and approachable, the system works well and is consistently being improved. Pros Shelf is easy to use both for agents and admins. Working in a regulated industry where processes can change frequently and significantly it's of vital importance that our front-line agents are kept up to date with current processes. Using other knowledge management solutions we found that usage was not as high as we would have liked, that we were unable to track who was and wasn't looking at articles and when articles were no longer in date. Shelf resolves these issues in straightforward and convenient ways. Cons It can be difficult to get some front end elements to appear as desired and additional options such as carousels or accordions would be useful. Review Source AH Anthony H. Service Desk Manager Banking Used the software for: 1-2 years ### "Shelf - great product for document management and accessibility" February 15, 2019 5.0 I have been impressed with the ease and simplicity of the product. Our team transitioned pretty fast and adopted Shelf as a primary source for documentation. The support / sales team were very helpful and responsive when it came to any questions that I had. We really like the product and foresee it having a long life with us. Pros 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 Cons No easy way for version control - minus uploading multiple documents and renaming each update Review Source Response from Shelf February 18, 2019 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! ED Emir D. Customer service agent Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Agent of customer service" May 14, 2021 5.0 I'm very pleased with shelf. Very useful in every way. I would recommend you to add new shelf app in which you can chose some of the documents which we use the most of time and to allow the user to adapt the access. Pros Easy to find all necessary documents and procedures. Very fast and great capacity! Cons Automatics translation of the documents. Lot of users want to use mother language. Review Source NT Nikolija T. call agent- customer support Marketing and Advertising Used the software for: 6-12 months ### "I recommend Shelf because it is easy to use" May 13, 2021 5.0 Pros It is easy to use, for our job it is an important thing Cons I really don't have anything to write here Review Source ST Suleyman T. Team Leader Logistics and Supply Chain Used the software for: Less than 6 months ### "Useful knowledge base " December 4, 2020 5.0 User friendly software with lots of options and tools Pros Easy to use , a lot of features , more options Cons Everything was great , had some problems with assist but i think its because of language Switched from [Helpjuice](https://www.capterra.com/p/130533/Helpjuice/) Company's decision Review Source RR Riku R. Development Manager Banking Used the software for: 6-12 months ### "Review" January 17, 2023 4.0 Word search is the best part of this. Pros The ease of use for searching information. Cons That you can't put excels in shelf, but it not that big of a deal. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.