To meet a requirement for real-time event capture that supports an external analytics system, the arc14hitect must choose a pattern that is scalable, decoupled, and reliable. Platform Events are the modern standard for this use case.

By using a Case Trigger to publish a specific Platform Event, NTO creates a highly decoupled Publish/Subscribe architecture. The external analytics system (or a middleware layer feeding it) acts as a subscriber to the event channel. This is superior to standard callouts or outbound messaging for several reasons:

Durability: Platform Events offer a 72-hour retention window. If the analytics system is momentarily offline, it can use the Replay ID to retrieve missed events.

Atomic Transactions: Triggers can be configured to publish events only after the database transaction successfully commits ("Publish After Commit"), ensuring the analytics system doesn't receive data for transactions that were eventually rolled back.

Event Volume: Platform Events are designed to handle much higher volumes of real-time messages than standard synchronous callouts.

Option A (Apex Callouts) is a point-to-point, synchronous pattern that would block Case processing and risk hitting "Concurrent Long-Running Request" limits. Option B (Outbound Messaging) is reliable but is limited to a single object per message and uses a rigid SOAP format that is less flexible for ad-hoc external analytics than the modern JSON/CometD/gRPC structures used by the event bus. By implementing Option C, the architect ensures that every specific business milestone (refund, exchange, cancellation) is broadcasted immediately, providing the customer service director with the accurate, real-time visibility required for trending and metrics.