Customer Discovery Hub release notes

  • Release version: Store
  • Updated July 9, 2026
  • 1 minute to read

    • Version history for the ServiceNow® Customer Discovery Hub application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 1.2.2 - July 2026 (Australia)
    • 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.
    Version 1.1.2 - July 2026 (Zurich)
    • 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.
    Version 1.0.2 - July 2026 (Yokohama)
    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.