Customer Discovery Hub centralizes the business intelligence gathered during customer discovery —Business Challenges, Business Needs, Business Expectations, and Customer Use Cases — in a structured, lifecycle-managed repository on the ServiceNow platform. It bridges the gap between pre-sales discovery and post-sales Customer Success by making customer intent data available across teams without manual handoff. Each record type follows a governed state machine anchored to a Lead, Opportunity, or Engagement, ensuring full traceability to the customer relationship. Customer Use Cases can be mapped directly to product capabilities from the Product Capability Core app, enabling teams to track which customer use cases are addressed by which products and capabilities.
Customer Business Challenge capture and triage — Capture customer pain points, gaps, and enhancement requests directly against a Lead, Opportunity, or Engagement during sales or customer success conversations. Each Customer Business Challenge starts in Draft and can be qualified into a linked Customer Business Need, marked Not Qualified with a reason, or retired — providing a full triage and audit trail.
Customer Business Need lifecycle — Consolidate related Customer Business Challenges into a single, customer-stated need and track it from Draft through Qualified to Closed or No Longer Required. Each Customer Business Need rolls up its linked challenges, expectations, and use cases in one place, making the full picture of a customer's situation visible at a glance.
Customer Business Expectation tracking — Record the measurable outcomes a customer expects from a specific need — for example, "30% reduction in case resolution time over six months." Customer Business Expectations progress from Draft to Qualified to Achieved, with automatic recording of who confirmed the outcome and when.
Customer Use Case management — Document how the customer intends to use the product to meet each business need. Customer Use Cases can be aligned to out-of-the-box product scenarios, extended from them, or authored from scratch for entirely custom requirements. Publishing validates that the use case is grounded in a supported product scenario before it goes active (Draft → Published → Archived / Cancelled).
Pre-sales to post-sales context continuity — All discovery captured during the Lead and Opportunity phases is automatically visible to Customer Success Agents on the Engagement from day one — no manual handoff, no data copying. Discovery items remain anchored to the customer account and appear on every relevant lifecycle record as live references, eliminating the rediscovery meetings that typically delay time-to-value by weeks.
Lifecycle-anchored visibility — Customer Business Challenges, Needs, Expectations, and Use Cases surface as related lists on Lead, Opportunity, Engagement, and Customer Account records inside the existing CSM Workspace, giving every team member the right context on the record they already work in.
Role-based access control — Two purpose-built roles — viewer and writer — control who can read and capture discovery data across all record types, with full platform audit trail and activity stream tracking built in.
This is the initial release of the Customer Discovery Hub app.
Introduces Business Challenge, Business Need, Business Expectation, and Customer Use Case as governed, lifecycle-managed records anchored to the customer relationship. Qualifying a Business Challenge automatically creates a linked Business Need in Draft state. Business Expectations pre-populate from their parent Business Need. Customer Use Cases can be published and mapped to product capabilities from the Product Capability Core app via the Use Case to Products and Capabilities relationship. Three roles (viewer, writer, delete) with full ACL and Cobalt Raven query range coverage ship out of the box. Validation logic is extensible via a customer-editable script include that overrides specific OOB methods without modifying platform code.
Dependencies
- Products and Portfolios Core (sn_prod_cap_core) - Version 2.2.2