DNS resolution error for a domail from another registrator

Hi. We have a service which is hosted in cloudflare and using some subdomain like customer.example.com. We have our customer which is hosted in one com registrator and when we are adding CNAME <service>.<customer>.com → which points to our service customer.example.com , we are receiving resolution error from cloudflare side:

You’ve requested a page on a website (<service>.<customer>.com) that is on the Cloudflare network. Cloudflare is currently unable to resolve your requested domain ( <service>.<customer>.com)

one com that we don’t need to add additional NS records. Web alias, for instance, is working correctly. So, how to fix that?)

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