Explanation:

✅ D. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile
To provide a single view of customer interactions across all channels, integrating Salesforce with a Customer Relationship Management (CRM) system (or leveraging Salesforce’s native CRM capabilities, such as Service Cloud or Sales Cloud) is the most effective solution. Salesforce’s CRM consolidates data from multiple channels—such as email, phone, chat, social media, and more—into a unified customer profile, often referred to as a 360-degree view. This allows agents to access a comprehensive history of customer interactions, enabling personalized and efficient service. Features like Service Cloud’s Case Management and Interaction History ensure all touchpoints are tracked in one place, meeting the customer’s request for a single view.

❌ A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels
Omni-Channel Routing is a Salesforce feature that streamlines case assignment and agent workload across channels like email, chat, and phone. While it improves agent efficiency by routing interactions, it focuses on workload distribution rather than providing a consolidated view of customer interactions. It does not inherently create a single customer profile, making it insufficient for the customer’s request.

❌ B. Configure a Knowledge Base with searchable articles and FAQs for self-service options
A Knowledge Base in Salesforce provides customers with self-service resources like articles and FAQs. While valuable for reducing agent workload, it is designed for customer self-help and does not aggregate or display a unified view of customer interactions across channels. It addresses a different need and is not relevant to the request for a single interaction view.

❌ C. Implement the Customer Community for forum discussions and support ticket submission
The Customer Community (part of Salesforce Experience Cloud) enables customers to engage in forums, submit tickets, and access self-service resources. While it enhances customer engagement, it is primarily a portal for customer interaction, not a tool for agents to view a consolidated history of interactions across all channels. It does not meet the requirement for a unified customer profile.

Reference:
🔗 Salesforce Help: Service Cloud for a 360-Degree Customer View
🔗 Salesforce Help: Client Interaction Management