Your organization is launching a new "Customer 360" initiative. They need to unify customer data that currently resides in two separate silos: a legacy on-premises SQL database and a third-party SaaS platform accessed via a REST API.
The business requirements are:
- Unified View: Support agents must see a single, combined record for each customer.
- Performance: The application must handle high-volume traffic without lagging, even when fetching data from the external API.
- Business Intelligence: Management wants to use Process HQ to analyze this customer data and identify bottlenecks in the support lifecycle.
As a senior developer, how would you architect this solution using Appian’s Data Fabric? In your response, please address the following:
How would you use Record Types to bridge these disparate data sources?
What Sync Options would you configure for these records to meet the performance and reporting requirements ?
How does your architectural choice enable the data to be accessed and analyzed within Process HQ?
Answer
In the context of the senior developer scenario, you would use Record Types as the primary building blocks of the Data Fabric to unify the legacy SQL database and the REST API into a single customer view.
To architect this solution, you would follow these steps based on the sources:
1. Define Individual Record Types
You would create two separate Record Type objects to represent the data from each silo:
- Legacy SQL Record: This record type would point directly to your on-premises database table.
- SaaS Platform Record: You would first create an Integration object to connect to the third-party REST API. This integration then serves as the data source for a service-backed record type.
2. Unify via the Data Fabric
Using the Data Fabric, you would define relationships within the Record Type objects to link these two disparate sources. By establishing a relationship (e.g., using a common Customer ID), you allow Appian to treat the separate silos as a single, unified data model for the support agents.
3. Configure Data Synchronization for Performance
To meet the high-volume performance requirement and the reporting needs of Process HQ, you must Configure Sync Options for both record types:
- Caching for Speed: Enabling Data Sync allows Appian to maintain a high-performance cache of the external data (especially the API-based data), which prevents the application from lagging due to external network latency.
- Analytics Readiness: Process HQ requires synced data to perform AI-powered discovery and build complex reports. Without synchronization, the high-volume analysis requested by management would not be possible.
4. Enable Analysis in Process HQ
Once the records are synced and related, they are automatically available for use in Process HQ. This allows management to explore processes and identify bottlenecks by analyzing the unified customer data across both the SQL and SaaS systems in real-time.
By using this architecture, you provide a Total Experience for the support agents while ensuring the system remains scalable and ready for advanced business intelligence.