A large retail B2C customer wants to build a 360 view of its customer for its call center agents. The customer interaction is currently maintained in…

To help uniquely identify customer across multiple systems, a data architect should recommend

creating a custom field as external ID to maintain the customer ID from the MDM solution. An

external ID is a custom field that has the “External ID” attribute enabled, which means that it

contains unique record identifiers from a system outside of Salesforce. By using the customer ID from

the MDM solution as an external ID in Salesforce CRM, Contract Management system, and Marketing

solution, the data architect can ensure that each customer can be easily identified and integrated

across these systems. Option A is incorrect because storing the Salesforce ID in all the solutions to

identify the customer will not work if the customer records are created or updated in other systems

besides Salesforce CRM. Option B is incorrect because creating a custom object that will serve as a

cross reference for the customer ID will require additional configuration effort and may not be

consistent with the actual customer records in each system. Option C is incorrect because creating a

customer database and using this ID in all systems will require additional infrastructure cost and

maintenance effort.