---
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 Discovery Hub tables

# Customer Discovery Hub tables {#ariaid-title1}

Release version: Australia  
Updated June 29, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.
{#account-lifecycle-cust-dh-tables__table_a4z_1jf_tjc__entry__2}

| Table | Purpose |
|-|-|
| Customer business need | Captures the strategic problem a customer wants to solve. Groups related challenges, expectations, and use cases. |
| Customer business challenge | Captures a specific pain point, gap, or enhancement that surfaces a business need. Optionally associated with a business need. |
| Customer business expectation | Captures a measurable success outcome tied to a business need. |
| Customer use case | Captures how a customer plans to use a product to address a business need. Aligns to supported use cases from the product catalog. |
[ ]

{#account-lifecycle-cust-dh-tables__table_a4z_1jf_tjc}
* **[Customer business need](https://servicenow-prod.fluidtopics.net/KRiIsHo51yoaGfcguAwQyw)**   
  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.
* **[Customer business challenge](https://servicenow-prod.fluidtopics.net/hHchr80rqIcl70joVPbosg)**   
  The customer business challenge table (`sn_cust_disc_hb_business_challenge`) stores a specific pain point, gap, or enhancement request that a customer has expressed. Challenges are triaged and linked to a customer business need when qualified.
* **[Customer business expectation](https://servicenow-prod.fluidtopics.net/YoYZrXp2n2AM257bxInv5g)**   
  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.
* **[Customer use case](https://servicenow-prod.fluidtopics.net/RC1tPwFxka77kfPrZpmaoQ)**   
  The customer use case table (`sn_cust_disc_hb_cust_use_case`) is a per-customer record that documents how a specific customer plans to use a product to address a business need. It captures the customer's current process flow and specifies how their implementation aligns to one or more supported use cases from the product catalog.

**Related concepts**   

* [Customer Discovery Hub](https://servicenow-prod.fluidtopics.net/jegUYH8jHTFST8ZJ_TPvpg "Use the Customer Discovery Hub to capture customer business context during pre-sales and carry that context forward to customer success teams at the post-sale handoff.")
* [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.")