You are not able to Forward an email using Microsoft Outlook even with Use Microsoft Outlook checkbox flagged.
SAP Hybris Cloud for Customer.
Reproducing the Issue
Go to the Service work center.
Go to the Tickets view.
Open a Ticket.
Go to the Interactions tab.
Microsoft Outlook does not open. The system opens the native email editor client.
The Microsoft Outlook is not available to Forward emails. Forward feature is available for responses within the Ticket using the native email editor client.
This is the expected system behavior.
If you need this functionality urgently you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (firstname.lastname@example.org).
Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices.
An alternative option may be to check the SAP Business ByDesign Ideas Forum to submit an idea: https://influence.sap.com
KBA , LOD-CRM-SRP-UI , Ticket Related UI , How To