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            Add Decline Reasons

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            3. Agentforce Service

            Add Decline Reasons

            Add reasons why a rep can decline work items.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: Customize Application
            1. From Setup, in the Quick Find box, enter Presence Decline Reasons, and then select Presence Decline Reasons. Then click New.
            2. Enter the reason name and developer name.
            3. Click Save.

            To let reps specify why they decline a work item, add the decline reasons to their presence configuration.

             
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