For an immersive knowledge experience in Cloud CX, install the Content Library as an application that can be accessed via the Apps sub-menu. This view provides you with all of the features and functionality that Shelf has to offer. Instructions on how to install the Content Library can be found in the “Shelf Cloud CX Integration - Installation Guide”.

Another way to access Shelf knowledge via Cloud CX is through the Search Widget, which can be found in the App panel on the left side of Cloud CX. The Search Widget provides users with quick access to knowledge, without taking them away from their existing workflow in Cloud CX. Installation instructions can be found in the “Shelf Cloud CX Integration - Installation Guide”.

It’s important to give an agent a tool that he will be able to use real-time during an interaction. Whether it’s during a chat or a call, doesn’t matter, the agent gets access to the full Shelf Search experience inside Genesys Cloud CX. The Script Search Widget provides access to the agent’s Dashboard, allows him to search for knowledge and view it, all of this can be done in one place. Configuration instructions can be found in the “Shelf Cloud CX Integration - Configuration Guide”.

Shelf’s Agent Assist inside Genesys Cloud CX allows agents to get help from Shelf’s AI-powered recommendations Engine. Agents can get real-time suggestions based on what customers write in the chat. Also, there’s a powerful tool inside the Agent Assist, called Guided Workflows which allows agents to know what course of action to take after a customer responds. Configuration instructions can be found in the “Shelf's Agent Assist Integration with Genesys Cloud - Configuration Guide”.

Shelf has a way of informing the users through Shelf’s Notifications that are integrated into Cloud CX. This way the agent can be always aware of the changes that are happening inside Shelf even when he’s not active in Shelf at this very moment. Configuration instructions can be found in the “Shelf Cloud CX Notifications Integration - Configuration Guide”.

Shelf allows you to be logged with your Cloud CX user inside Shelf Content Library, Shelf Search Widget and Shelf Script Search Widget without any need to re-enter the credentials and go through the whole authentication process every time. The only requirement for this is to have the same user with the same email address in Shelf as the user has in Cloud CX.

Shelf provides its own chatbot for demo purposes that will show suggested articles based on what the customer is asking. It utilizes Intent Mapping that are being identified by Google Dialogflow engine during a conversation and afterwards Shelf’s powerful Search Engine is being used to find relevant content. Configuration instructions can be found in the “Shelf Chatbot Integration - Demo Configuration Guide for Genesys Cloud”.