Shelf Reviews

“quick and simple search”

Pros

Searching for information is very easy and user-friendly.

Cons

It doesn't support adding Excel files, although that's not a major issue for me.

“Convenient search and analytics”

Pros

Right from the start, the product feels simple and easy to use. It gives admins strong analytics and plenty of control features and it also connects well with the other applications my organization already relies on. For everyday users, the design and search function make it fast and convenient to locate documents.

Cons

The knowledge base management tool works very well for text-based documents but there is still room for improvement. It would be more capable if it offered better functionality and scalability for certain file types.

“helpful support”

Pros

Using it feels very easy overall. Getting everything in place, creating gems and handling training never turns into a headache. The team is easy to reach whenever support is needed and they seem genuinely receptive to feedback and new ideas.

Cons

If there's one area I'd most want to see improved, it's the search. It works as it is but I'd love it to be a little more forgiving with misspellings and similar variations.

“great layout”

Pros

this platform felt very simple to move around in, even for people who aren't very comfortable using computers. Being able to customize the home page with your own favorites is a feature I really appreciate. The search function works really well and I also like that related documents appear alongside each document. Everything feels very organized and the layout looks clean and attractive.

Cons

At this point, I haven't run into anything I would want to change about it.

“all-in-one with handy subheadings”

Pros

Having everything gathered in one place is really convenient and the way the subheadings are set up makes it simple to navigate and find what I need.

Cons

The design isn't the most attractive and at times there can be a few too many categories which makes it feel a bit cluttered.

“helpful for content publishing”

Pros

It makes it simple for people to manage and publish content when they want to share information.

Cons

I just wish there were more options for controlling the tags you can create and apply to content.

“top-notch search and sharing”

Pros

Across our Granite teams, this has made a big difference in how we store and share important day-to-day information. It's opened up content sharing between teams that previously didn't have a way to do that which has been really valuable. The search feature is excellent too, helping people locate exactly what they need as quickly and simply as possible.

Cons

A bulk add tool would be a helpful improvement, along with the option to add people directly into user groups while setting them up.

“responsive updates and open feedback”

Pros

Working as an admin, I've seen that there are always new improvements being developed and we're regularly kept informed about updates that are already live or coming soon. It's also clear that feedback is genuinely welcomed.

Cons

Looking at it from the admin side, one thing I'd really like added is the option to create custom reports within the system.

“versatile knowledge tools”

Pros

Having a wide range of knowledge content options made a real difference for our team. Decision trees and wikis mattered the most to us and they turned out to be incredibly useful.

Cons

The frontend visuals felt a little basic and we couldn't really change or customize them.

“collaboration and content insights”

Pros

The collaboration features and built-in ratings have been incredibly useful for our team. We rely on them to keep our content up to date and being able to check comments and ratings makes it much clearer to see whether the content is being used and how people are engaging with it. I'm also really pleased that a feature is being added to let multiple items live in different folders, since a lot of our content needs to be cross-referenced.

Cons

One thing I'd still like is more direct control over the tag list, since it needs regular cleanup and updating. At the moment, I have to reach out to the client rep whenever changes are needed and that gets frustrating.

“constantly improving and user-friendly tool”

Pros

Using it feels very easy and it keeps getting better over time. I also really appreciate how simple it is to make updates whenever needed.

Cons

I'd really like to see a calendar added, along with more room to describe the gem in detail. It would also help to have a way to identify an owner instead of only showing the person who uploaded it. None of that is a deal breaker but the dashboard could definitely use a more visually appealing design.

“reliable support for daily work”

Pros

Day to day, this tool helps me handle the issues that come up with our partners and clients. It's been very useful for protecting critical information right when we need it and all of our agents can use it without any trouble.

Cons

At this point, I haven't noticed any missing features in the program.

“better search and article editing”

Pros

Creating and updating articles is really easy and the platform has a polished look to it. Moving over from our old knowledge base system felt convenient. Our agents prefer this one by a wide margin and the search results have been much more effective for everyone.

Cons

The only features I'd suggest are still being developed at the moment. They haven't caused any issues for end users, though. On the admin side, we put together a workaround that handles the connections not showing up in the SSP just fine.

“powerful search and decision trees”

Pros

It fits well into digital call centres and has been very practical to use there. The search function is easy, yet the results are powerful and helpful. I also appreciate the decision trees which make it much easier to handle complex processes.

Cons

One thing missing is an HTML editor for editing content.

“fast access and strong capacity”

Pros

It makes it simple to locate all the necessary documents and procedures and the platform is very fast with excellent capacity.

Cons

Automatic document translation could be improved, since many users would prefer to work in their native language.

“all the details in one place!”

Pros

Using it feels very easy because everything I need is there in one place, with all the information available. Every procedure is clearly written out and explained in detail.

Cons

I haven't come across anything this program is missing.

“clear and accessible data”

Pros

The platform works well for me because everything feels clear, simple and the data I need is readily available.

Cons

At times it can be a bit slow, especially when I'm trying to pull up specific information but overall I don't have any major complaints.

“user-friendly and essential platform”

Pros

Using it has been very easy and that matters a lot for the kind of work we do.

Cons

Honestly I don't really have any complaints to mention here.

“powerful search and content tools”

Pros

This tool feels both simple and powerful. From a user perspective, adding content is very easy and the search and organization features, especially connected gems, make it fast and simple to locate exactly what's needed. The newer Content Maintenance feature which lets users leave feedback on specific gems while viewing them, has been incredibly valuable and we've already relied on it a lot to improve our libraries.

Cons

One downside is that it can be pretty resource-intensive. That's understandable given how much content and data it needs to read and process but it does mean loading gems sometimes takes a few seconds longer than I'd prefer.

“helpful tracking”

Pros

Getting started with this content maintenance platform was pretty easy, especially for someone still fairly new to these kinds of tools. Even as an Administrator, I really appreciate being able to monitor how many interactions other users have with specific content. On top of that, the IT team keeps rolling out enhancements regularly, so the overall user experience continues to get better over time.

Cons

Because so many features are tied together, it can be tricky when we only want to turn on certain ones. Not every feature is relevant for our needs, so we try to stick with just the parts that make sense for us. The challenge is that some features have to be activated for others to function properly which ends up adding extra steps we would have preferred to avoid.