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Learn How Agent Names are Displayed in Enhanced Chat for Service with Salesforce

Дата публикации: Oct 31, 2025
Описание

In Enhanced Chat with Agentforce Service (formerly Service Cloud), agent names are displayed by default as their "First Name" followed by the first letter of their "Last Name."

Решение

To customize the agent's display name in Enhanced Chat with Service, you must configure the Agent Alias in the Presence Configurations. Follow these steps:

  1. In Setup, enter "Presence Configurations" in the Quick Find box, then select Presence Configurations.

  2. Edit the Presence Configuration record you wish to modify.

  3. Update the Agent Alias (Enhanced Messaging only) field to the name you want customers to see (e.g., "Service Support").

  4. Click Save to apply the changes.

Номер статьи базы знаний

005224784

 
Загрузка
Salesforce Help | Article