---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Customer business expectation

# Customer business expectation {#ariaid-title1}

Release version: Australia  
Updated June 29, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The customer business expectation table (`sn_cust_disc_hb_business_expectation`) captures a measurable success outcome tied to a customer business need. Expectations define what success looks like for the
customer, including target values and success criteria.

## Fields {#account-lifecycle-cust-dh-tables-be__section_cmc_qqf_tjc}

The customer business expectation table contains the following fields:
{#account-lifecycle-cust-dh-tables-be__table_dmc_qqf_tjc__entry__2}

| Field label | Description |
|-|-|
| Number | Unique identifier for this record. This field is automatically set with the prefix `CBEX`. |
| Account | Customer account associated with this record. Auto-derived from the parent business need's lifecycle anchor. This field may be empty when no lifecycle anchor carries an account. |
| Customer Business Need | Parent business need. Only business needs in Draft or Qualified states are selectable. |
| Short description | Brief description of the expectation. |
| Description | Detailed description of the expectation. |
| Metric | The Performance Analytics indicator tracked by this expectation. |
| Unit | Unit of measure for the current and target values (for example, percent, days, dollars). |
| Current value | Latest observed value against the metric. Used to measure progress toward the target value. |
| Target value | Target value for the metric. |
| Start date | Start of the measurement window. |
| End date | End of the measurement window. |
| State | Current state: * Draft * Qualified * Achieved * No Longer Required {#account-lifecycle-cust-dh-tables-be__ul_emc_qqf_tjc} |
| Closure code | Required when the State is set to Achieved or No Longer Required. * Achieved * Missed * Cancelled {#account-lifecycle-cust-dh-tables-be__ul_fmc_qqf_tjc} |
| Close notes | Required when the State is set to Achieved or No Longer Required. |
| Work notes | Running notes on this record. |
[ ]

{#account-lifecycle-cust-dh-tables-be__table_dmc_qqf_tjc}  
Note:  
The lead, opportunity, and engagement fields are present on this table as read-only fields when the respective plugins are active. They are auto-populated from the parent business need and can't be edited. The following user roles can view or modify this table:
{#account-lifecycle-cust-dh-tables-be__table_hmc_qqf_tjc__entry__2}

| Role | Access |
|-|-|
| `sn_cust_disc_hb.discovery_viewer` | Read |
| `sn_cust_disc_hb.discovery_writer` | Read, write |
[ ]

{#account-lifecycle-cust-dh-tables-be__table_hmc_qqf_tjc}
**Related concepts**   

* [Manage engagements](https://servicenow-prod.fluidtopics.net/vKomr87NkqUQ5eLzcA41HA "Create and manage customer engagements, success blueprints, touchpoints, risk signals, and success plays throughout the customer success journey.")  
**Related reference**   

* [Customer Discovery Hub tables](https://servicenow-prod.fluidtopics.net/RYfY9zOBBayjL_OGO3uTaQ "The Customer Discovery Hub includes four tables that capture customer business context: customer business need, customer business challenge, customer business expectation, and customer use case.")