A case in Bob (the kind you manage under Settings → Cases) is the schema for a line of business. It is not one matter in your CRM — it is the template of slots (fields), groups, and relationship roles that every Client File under that case shares. Fields on a case are the bedrock of the app: agents and scripts collect values into those slots, intake and review show pending vs trusted per slot, SPDs (Surgeries / Procedures / Drugs) use SPD-scoped fields, and CRM write-back maps trusted values to the Salesforce field names you attach to each slot. If a slot does not exist on the case, Bob cannot store or reason about that piece of data in a structured way for that line of business.
Only users with the admin role can open Settings → Cases and create cases.

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Create a case

1

Open Cases in Settings

Go to Settings → Cases. You see a list of existing cases and how many slots each one has.
2

Start the wizard

Click Create case. A multi-step dialog opens.
3

Choose the Salesforce record type

Select the Salesforce case (record type) this Bob case will align with. Bob loads record types from your connected org.When you continue, Bob analyzes that record type: it samples existing records and inspects which fields appear on the case, related contacts, and SPD-style objects, and how often they are populated. That drives which SPD fields are offered and helps you see coverage (“fill”) in advanced view.After you finish onboarding, Bob imports every Client File that belongs to this Salesforce case (that record type) into Bob. You are not committing to contacting all of them: on Outbound and other list-driven workflows you choose a report to work with a subset.
4

Name the case and configure fields

Enter a case name (for example, a matter type or campaign name your team will recognize).Clone from case (Default) chooses a reference Bob case whose Client File (root) and POA/Plaintiff (contact) slots are copied into this wizard. Those groups are shared across many matter types in Bob, so starting from an existing case keeps labels, types, and CRM field mappings consistent. The in-app copy explains that an existing Bob case is used as reference because Client File and Contact fields are shared across cases.
This is default because Client Files and Contact record fields/slots (POA/Plaintiff) are usually the same (ie Case Manager, Mailing Address, Phone, etc)/
  • Clone from case (Default): Root and contact rows come from that case’s field tree. Salesforce analysis still adds any extra root/contact fields it found that are not already in the reference; those start unchecked until you opt in. SPD tabs are built from the analysis (per-field presence), not by cloning another case’s SPD list.
  • None (all new): No inherited root/contact slots — you rely on analyzed fields and manual Add field rows.
Use the tabs Client File, POA/Plaintiff, and SPD to review groups:
  • Label — what reviewers and scripts see.
  • Type — text, phone, email, date, integer, SSN, picklist (drives validation and UI).
  • Turn on the advanced view (gear control) to edit slot name (stable internal key), CRM field (Salesforce API name used for mapping and sync), and Fill (approximate population rate from the sample).
Inherited rows are visually distinct; new or unmatched rows may need a type review before you create the case. System or meta SPD fields can stay hidden until you open advanced view.Select at least one field with the row checkboxes (or use the header checkbox per tab). You can Add field to define a slot that analysis did not suggest.
5

Review and create

Review & Create summarises the name, sample size from Salesforce, how many fields are selected, and how many relationships (roles) you have configured.Use the Fields or Relationships cards to jump back and edit. At least one role is required before Create is enabled.
6

Relationships (Roles)

A role is anything your workflow treats as a distinct “thing on the case” with its own meaning for scripts, intake, or CRM—not only people. Examples include plaintiff, POA, and spouse, plus constructs your org might name explicitly, such as medical records (custodian or package), litigation timelines, liens, expenses, secondary insurance, or experts.For each role you set:
  • Role ID — stable identifier (often slug-style) used in the product and integrations.
  • Display name — human-readable label.
  • Entity type — Client File, POA/Plaintiff, or SPD (same three groups as field slots). Can add new ones for other records (ie Litigation Timelien)
  • Cardinality (for non–Client File roles) — One per case vs many per case (for example one primary plaintiff vs multiple related contacts, or many SPD-linked roles).
If you cloned from a reference case, roles are seeded from that case’s role definitions; you can edit, remove, or add roles. Click Back to return to Review & Create.
7

Create and import

Click Create case. Bob persists the case with the selected slots and roles, refreshes cached case data in the app, and continues with Salesforce import (snapshot / sync) for the record type you chose so Client Files can be populated. Follow any on-screen import dialog to completion.
Just created a case and imported Client Files? Create a report so you can reach out to a subset on Outbound instead of the entire case at once.

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What is a “field” vs a slot?

In Core concepts, each value on a Client File lives in a slot. In Settings → Cases, configuring a case means defining those slots for that case: the label, value type, internal slot name, optional CRM field binding, and which group (Client File, POA/Plaintiff, or SPD) it belongs to. That definition is what lets Bob:
  • Show the right columns in intake and on Client Files.
  • Align pending captures from jobs with the correct trusted keys.
  • Support Apply to all SPDs and per-SPD values (see Common tasks).
  • Map outbound scripts and agent tooling to a stable schema.

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Behind the scenes (high level)

  1. Record types load from Salesforce; you pick which CRM record type this Bob case mirrors.
  2. Analyze samples data and computes field presence (and metadata) for root, contact, and SPD-related shapes.
  3. The UI merges analyzed SPD fields with reference root/contact slots when you clone from another case (plus optional extra root/contact fields from analysis).
  4. Create sends the selected slots and roles to Bob’s API; the client cache is invalidated so the new case appears immediately.
  5. Import connects the new case to Salesforce data for ongoing sync, in line with your org’s onboarding flow.

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See also

  • Reports — subsets of Client Files for Outbound
  • Core concepts — Client Files, slots, jobs, pending vs trusted
  • Common tasks — SPDs, intake, CRM write-back