Support Candidates and Troubleshoot Issues During their Review (Administrator)
It is not possible to emulate candidate accounts in Review, Promotion & Tenure (RPT). This article suggests different ways that administrators can support candidates during a review.
How to Troubleshoot an RPT Case on the Faculty Side
- Create a test case: The administrator can create a test case and assign themselves as a candidate. This way they can see the faculty member's perspective when completing their packet for the case.
- Get on a Zoom call for support: Hopping on a zoom call with the candidate will allow them to share their screen and better explain the issue they are experiencing.
- Use the RPT Faculty Live Chat Option: Suggest that the candidate reach out to the Interfolio support team using the live chat option.
- Leverage Scholar Services: Suggest the candidate contact our Scholar Services team at Interfolio-support@elsevier.com, if the issues they are experiencing are technical (not questions about the review policies and procedures).
- Use the RPT Candidate Course: Suggest the candidates take the Interfolio Candidate eLearning course for a full training on using the product.
- Submit a Feature Request: If you have ideas about how Interfolio can improve the product to provide easier support for faculty members, submit your ideas as a feature request.