---
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 need

# Customer business need {#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 need table (`sn_cust_disc_hb_business_need`) is the central record in Customer Discovery Hub. It captures the strategic problem a customer needs to solve and groups related challenges,
expectations, and use cases.
The customer business need table contains the following fields:
{#account-lifecycle-cust-dh-tables-bn__table_icm_njf_tjc__entry__2}

| Field | Description |
|-|-|
| Number | Unique identifier for this record. This field is automatically set with the prefix `CBNE`. |
| Account | Customer account associated with this record. Auto-derived from lead, opportunity, or engagement. |
| Short description | Brief description of the business need. |
| Description | Detailed description of the business need. |
| Lead | Lead record associated with this business need. At least one lifecycle anchor (lead, opportunity, or engagement) must be set. Present only when the Lead Management plugin is installed. |
| Opportunity | Opportunity record associated with this business need. At least one lifecycle anchor must be set. Present only when the Opportunity Management plugin is installed. |
| Engagement | Engagement record associated with this business need. At least one lifecycle anchor must be set. Present only when the Account Lifecycle plugin is installed. |
| State | The current state: * Draft * Qualified * Closed * No longer required |
| Priority | This can be: * Critical * High * Medium * Low (default) * Very low |
| Drivers | The business driver: * Growth * Risk * Cost |
| Closure code | Required when State is Closed or No Longer Required. * Achieved * Missed * Cancelled {#account-lifecycle-cust-dh-tables-bn__ul_rtb_t3w_tjc} |
| Close notes | Required when State is Closed or No Longer Required. |
| Work notes | Work notes on this record. |
| Domain | Domain for multi-domain deployments. |
| Domain path | Domain path for multi-domain deployments. |
[Table 1. Customer business need form]

{#account-lifecycle-cust-dh-tables-bn__table_icm_njf_tjc} The following roles can view or modify this table.
{#account-lifecycle-cust-dh-tables-bn__table_vlc_l1f_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-bn__table_vlc_l1f_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.")