Source: https://joinfinn.com/integrations/netcracker

# Netcracker

## Netcracker + Finn.

Netcracker integration with Finn. Netcracker connects telecom customer, billing, and network-service systems through its business and operations software.

Business function: Telecom.

## What you can do with Netcracker.

Netcracker connects telecom customer, billing, and network-service systems through its business and operations software.

### Turn an accepted business proposal into a service order

Finn manages the administrative work from a business customer's requirements through a signed proposal and the resulting Netcracker order.

**Typically handled by:** Telecom business sales operations team

**Starts when:** A customer requests pricing for a defined set of sites, users or services.

#### What Finn handles

1. Gather the service requirements and customer record, then build the proposal from Netcracker's catalog and quotation process.
2. Obtain commercial approval for pricing exceptions and send the agreed proposal and contract for customer acceptance through connected DocuSign.
3. Create the order from the accepted terms and follow the provider's fulfillment milestones, coordinating missing site details with the customer.
4. Record the confirmed service status and send the customer its order reference, contract and next billing information.

**The result:** The accepted proposal becomes a tracked order with signed terms and a documented fulfillment result.

### Get a stalled service order moving again

Finn investigates an order that has stopped progressing, resolves missing administrative details and follows the resumed workflow through completion.

**Typically handled by:** Telecom order-management team

**Starts when:** A customer order reports an exception or misses an expected fulfillment milestone.

#### What Finn handles

1. Retrieve the order, service dependencies and recorded failure, identifying which provider or partner owns the blocked step.
2. Collect missing customer or site information, or obtain the responsible owner's decision on a service constraint.
3. Update the order and restart the affected fulfillment step through the provider's Netcracker workflow when its prerequisite is satisfied.
4. Check the resulting service and order state, notify the customer and retain the cause and resolution in the case.

**The result:** The order resumes with corrected information and its confirmed fulfillment result is recorded.

### Launch a new catalog offer across sales channels

Finn turns a signed-off product brief into a checked Netcracker offer and the customer-facing information sales and support need at launch.

**Typically handled by:** Telecom product catalog and launch operations team

**Starts when:** The commercial owner approves a new bundle, partner service or revised offer.

#### What Finn handles

1. Read the offer brief from connected SharePoint, including price, components, audience and commercial terms.
2. Create the catalog configuration using the provider's existing product definitions and check the resulting quote against the brief.
3. Complete the release approval and publish the offer through the catalog's release process.
4. Update the connected website's offer copy and links, then send sales and support the published reference and terms through connected Microsoft Teams.

**The result:** The offer is published with consistent terms and a documented release record.

### Resolve a customer's bill question

Finn joins the customer's bill, service changes and usage records into a clear explanation, following any substantiated error through the billing owner's correction.

**Typically handled by:** Telecom billing customer-service team

**Starts when:** A customer disputes a charge or asks why the latest bill changed.

#### What Finn handles

1. Verify account access and retrieve the bill, usage information and orders affecting the billing period.
2. Separate recurring charges, usage, one-time order charges and adjustments using the provider's recorded billing data.
3. Explain the recorded cause, or present the unexplained item and source evidence to the financial owner for a decision.
4. Follow any resulting billing correction, send the customer its final explanation and update the customer problem record.

**The result:** The inquiry closes with a sourced explanation or a completed, authorized financial correction.

### Complete a new partner's onboarding administration

Finn collects a partner's commercial and operational information, follows the required decisions and completes the records needed for the relationship to begin.

**Typically handled by:** Telecom partner operations team

**Starts when:** A business sponsor starts onboarding a new content, service or distribution partner.

#### What Finn handles

1. Collect the partner's company details, contacts and required documents, storing them in connected SharePoint with the relationship record.
2. Coordinate commercial and operational review, then send the accepted contract through connected DocuSign for signature.
3. Populate the Netcracker partner record and agreed commercial setup after the responsible owners approve the relationship.
4. Confirm the partner's onboarding state and send its contacts the provider's access and operating instructions.

**The result:** The partner has a completed onboarding record, signed agreement and documented operating contacts.

### Close a partner billing discrepancy

Finn investigates a difference between a partner's invoice and the provider's usage or compensation records, then follows the agreed correction through the settlement paperwork.

**Typically handled by:** Telecom partner settlement operations team

**Starts when:** A partner disputes a bill, usage quantity or compensation amount.

#### What Finn handles

1. Retrieve the partner agreement, period's usage reports, invoice and compensation records from Netcracker.
2. Reconcile the disputed lines in connected Microsoft Excel and identify the specific quantity, rate or timing difference.
3. Submit the evidence to the settlement owner and partner, then follow their agreed adjustment through the provider's billing process.
4. Deliver the revised statement or explanation and close the dispute with the financial document references.

**The result:** The partner receives a reconciled statement and the accepted settlement decision is recorded.

### Resolve a service incident with the customer kept informed

Finn connects a customer's reported problem to its service and network context, follows the authorized recovery workflow and closes the case against the observed service result.

**Typically handled by:** Telecom service assurance and customer-care teams

**Starts when:** A customer reports a service problem or assurance monitoring identifies an affected service.

#### What Finn handles

1. Retrieve the customer service, related orders and assurance information, linking the report to the Netcracker problem record.
2. Run the provider's non-disruptive diagnostic workflow and identify the service or network owner responsible for the fault.
3. After any required network-change authorization, invoke the established recovery workflow and follow its execution result.
4. Check the service measurements and customer response, send the resolution message and record the diagnosis and completed recovery.

**The result:** The incident closes on verified service recovery, with unresolved network work retained by its owner.

### Correct a customer's account contact information

Finn resolves a verified customer's contact-data request across the Netcracker relationship record and the connected service case.

**Typically handled by:** Telecom customer-records team

**Starts when:** An account holder reports an incorrect contact, billing address or correspondence destination.

#### What Finn handles

1. Identify the customer and affected account relationships, then verify the request through the provider's identity process.
2. Confirm which contact fields should change, keeping account ownership, payment credentials and SIM or number changes on their separate authorization paths.
3. Update the Netcracker customer record and check the saved information used by the provider's customer-service workflow.
4. Send confirmation to the verified contact and record the completed change in the connected service case.

**The result:** The customer record reflects the verified correction and the request has a completed history.

### Complete an existing customer's service change

Finn follows an account holder's requested service change from the available offer through the provider's order and service records.

**Typically handled by:** Telecom account servicing team

**Starts when:** A verified customer asks to change a plan, add a service or alter an existing order.

#### What Finn handles

1. Retrieve the current services, contract terms and available catalog options, then present the provider's price and effective-date information.
2. Obtain the customer's acceptance and the provider's eligibility decision, including any contractual or technical restrictions.
3. Submit the change through Netcracker order management and follow its fulfillment dependencies without treating an accepted order as activation.
4. Verify the resulting service configuration and send the customer the confirmed terms and any recorded billing changes.

**The result:** The requested change is reflected in the service record and the customer receives its confirmed result.

### Coordinate a scheduled network service change through completion

Finn handles the operational coordination around an authorized service change, runs the provider's established service-change workflow and records the service result.

**Typically handled by:** Telecom service-delivery and network-change teams

**Starts when:** The network owner authorizes a defined service change for an agreed maintenance window.

#### What Finn handles

1. Collect the affected services, customer commitments, implementation workflow and rollback decision owner in the connected ServiceNow change record.
2. Notify the affected business contacts through connected Microsoft Teams and confirm the authorized execution window.
3. Start the provider's existing Netcracker service automation workflow, tracking its progress and routing a failed step to the named network owner.
4. Check the resulting service state and assurance measurements, publish the completion notice and close the change with its execution evidence.

**The result:** The authorized change has a documented execution result, service check and customer communication record.

## Connection setup

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from Netcracker.

Available connections depend on the services your telecom provider exposes and the access it grants.

[Visit Netcracker](https://www.netcracker.com/)

## Industries

- [Telecom](https://joinfinn.com/industries/telecommunication): Service faults, billing, account changes, and appointments.

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- [Agents](https://joinfinn.com/agents): Help customers. Work with your team. Finish the job.
- [Systems](https://joinfinn.com/systems): Business apps for the work behind the conversation.
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