3638266 - Discrepancy Observed in Account Search Results Between outlook add-in and C4C Accounts UI

The search results for accounts in the Outlook Add-in fetches all accounts including blocked and obsolete accounts. However, these accounts (blocked/obsolete) do not appear under the "All accounts" filter in SAP Cloud for Customer UI (C4C).

SAP Cloud For Customer

Outlook Integration

1. Open the Outlook add-in for SAP Cloud for Customer.
2. Navigate to the contact creation screen.
3. Use the "Account Reference" field to search for an account.
4. Observe that the search results display few accounts that are not part of the "All accounts" filter in C4C (fetches blocked/obsolete accounts as well).

The Outlook add-on retrieves account data through an OData API. The API payload includes All accounts, including blocked or obsolete ones. However, the C4C UI further applies a filter to display only active accounts, leading to a discrepancy between the add-on and the C4C UI.

This additional filter cannot be added into oData when fetched to outlook.

This is a technical limitation.

outlook add-on, contact creation, account search, sap cloud for customer, c4c, account reference, blocked accounts, obsolete accounts, odata api, search discrepancy, active accounts, groupware integration , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , Problem