Add reasons why a rep can decline work items.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
- From Setup, in the Quick Find box, enter Presence Decline Reasons, and then select Presence Decline Reasons. Then click New.
- Enter the reason name and developer name.
- Click Save.
To let reps specify why they decline a work item, add the decline reasons to their presence configuration.