Shelf

Shelf transforms how enterprises manage and deliver knowledge across Salesforce. It’s an intelligent, scalable Knowledge Management and Content Intelligence Platform that ensures your teams always have the right answer at the right time.

Key Capabilities:

AI-Powered Knowledge Management: Centralize company knowledge into a single, governed system that connects seamlessly with Salesforce.

Agent Assist Integration: Empower agents to resolve issues faster by surfacing the most relevant content directly in Salesforce Service Console and Agentforce.

Content Intelligence & Analytics: Identify content gaps, duplicates, and outdated material using advanced analytics.

Automation & Governance: Use built-in workflows to ensure accuracy, compliance, and version control across knowledge repositories.

Answer Automation: Deliver trusted responses for both agents and customers with AI models trained on curated enterprise content.

Outcomes:

Reduce average handle time (AHT) and improve first-call resolution (FCR).

Increase agent productivity and customer satisfaction.

Create a single source of truth for knowledge across teams and systems.