Agentforce and the Data Gap Challenge: Middleware Pros and Cons

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When it comes to accessing external data stored in a non-Salesforce system, Agentforce might hit a data gap. To learn  more about this issue, it is described in more detail here.

There are several potential options to tackle this challenge. What are the pros and cons when addressing this with middleware?

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Middleware as a remedy?

To put it simple, middleware acts as an integrating bridge between systems. It enables communication and data flow between different applications or components of them, working as what has been called "software glue".

Middleware streamlines Agentforce's access to external data by integrating with systems beyond the Salesforce ecosystem. It retrieves essential external data, transforms it into a Salesforce-compatible format, and updates Salesforce in real time.

Plus, this is done automatically and consistently,which allows for the automation and optimization of business processes. Critical data can flow seamlessly and in real time despite differences in structure orcompatibility.

To name another advantage of middleware: It is flexible, i.e. it works with pretty much any system you have to connect to. And it provides streamlined access, as legacy and modern systems can connect with middleware.

So, middleware can close the data gap we are talking about here, but this comes at a cost. The use of middleware brings with it some major disadvantages like the following:

• ‍Increased Complexity: Introducing middleware adds another layer to the system architecture, which can complicate troubleshooting and maintenance.
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• ‍Tedious Process: To add an integration for an Agentforce case, you probably need approval for using the middleware, an expert who can configure it, plus a whole project that needs time and money.
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• ‍Performance Implications: Especially when handling high volumes of datafor Agentforce, middleware might create latency. This is especially true if aconnector for an external system has to be built in the project.
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• ‍High Cost: Middleware requires licensing, maintenance, and updates, leading to initial and ongoing operational expenses.

So, while middleware can be powerful and do the job, it certainly requires its own project – or at least a sub-project to the Agentforce implementation – and can delay Agentforce deployment and adoption significantly.

The simple alternative: Instant, no project required, low cost 

While middleware can bridge the data gap, it’s not always the best solution. In many cases, looking at alternatives could be better in terms of efficiency, scalability, and integration. So, considering all available options is key for making the best choice.

One simple and equally effective alternative that seamlessly integrates external data into Salesforce Agentforce, wipes out data friction, and unlocks AI-powered customer interactions is set up in a flash and it comes at an unbelievable flat rate price.