---
schema_version: "1"
id: d8bdeff1a3bf98788a382abad357ff9d1484ab1bb2693238d7506c36a783548c
title: Add Decline Reasons
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/service_decline_reasons_add.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.service_decline_reasons_add.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 33174880ab85a9193026ffbbc7f92f74c212870c6e2a4aca99823c58104009fd
description: Add reasons why a rep can decline work items.
products:
  - Service Cloud
release: "264"
---
# Add Decline Reasons

Add reasons why a rep can decline work items.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d139434e57">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d139434e57 ">To set up Omni-Channel:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d139434e57 ">Customize Application</td>

          </tr>
        </tbody>
      </table>

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.