3681072 - Outlook Add-in (SSI) Not Visible for Users Configured with App-Only Sign-In in SAP C4C

The Outlook integration setup in SAP Cloud for Customer (C4C) is completed under Groupware Settings, and the connection status shows as "Connected".
The Groupware configuration uses Microsoft 365 OAuth (EWS API) – App-only sign-in, and the middleware setup for Outlook is active.
However, the user does not see the Outlook connector or add-in in their Outlook application, even though the connection status in C4C appears as successfully connected.

SAP Cloud for Customer

1. Log in to the SAP Cloud for Customer (C4C) system.

2. Navigate to the E-Mail work center.

3. Go to Groupware Settings.

4. In Groupware Settings, search for the affected user under the Users section in the right-hand panel.

5. Select the user and open the facet E-Mail Configuration.

6. Verify that the Outlook middleware setup is active and that the connection status shows "Connected".

7. Confirm that the configuration uses Microsoft 365 OAuth (EWS API) – App-only sign-in as the Mailbox type.

8. Open the Microsoft Outlook desktop application or Outlook Web App (OWA).

9. Observe that the SAP C4C Outlook Connector / Add-in is not visible in Outlook, even though the C4C connection status is displayed as "Connected".

The issue is that the user is configured as an App-Only sign-in account, which means it doesn’t support interactive authentication. Since the C4C Groupware Integration for Outlook requires an interactive OAuth 2.0 login per user, this account type cannot connect or synchronize emails.

1. Create or assign a standard Azure AD user who has an active Exchange Online license.

2. Make sure this user can sign in interactively through Microsoft 365.

3. In SAP Cloud for Customer, navigate to Groupware Integration.

4. Replace the existing App-only account with this actual user account.

5. Log in to C4C; the system will display the OAuth 2.0 authentication prompt.

6. Have the user authenticate and grant the required permissions.

7. Once authentication is completed, the synchronization with Outlook will start working normally.

• OAuth 2.0 SAP
• Overview of permissions and consent in the Microsoft identity platform
• Authentication and authorization basics in Microsoft Graph
• Application and delegated permissions for access tokens in the Microsoft identity platform

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