Customer Discovery Hub tables

account-lifecycle-cust-dh-tables.md

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.

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.

Customer business need
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
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
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
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.

Parent Topic:Customer success management tables

Related topics

Customer Discovery Hub

Manage engagements

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---
title: Customer Discovery Hub tables
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-cust-dh-tables.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Tables, Reference, Customer Success Management]
---

# Customer Discovery Hub tables

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.

|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.|

-   **[Customer business need](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-cust-dh-tables-bn.md)**  
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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-cust-dh-tables-bc.md)**  
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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-cust-dh-tables-be.md)**  
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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-cust-dh-tables-uc.md)**  
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.

**Parent Topic:**[Customer success management tables](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-success-tables.md)

**Related topics**  


[Customer Discovery Hub](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-customer-discovery-hub.md)

[Manage engagements](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-manage-engage.md)