Over the last year, we have had many conversations with customers who were excited about Copilot for Sales and Copilot for Service but frustrated by the additional cost. The value was clear. The price barrier was not.
Microsoft has now simplified this story in a meaningful way by eliminating the extra cost previously required to access these capabilities
Going forward, the existing capabilities of Copilot for Sales and Copilot for Service are included directly with the Microsoft 365 Copilot license. This change removes the additional $20 per user per month step-up SKU and makes it easier for organizations to standardize on Copilot across roles.
Below is what changed, why it matters, and how IT leaders should approach renewals and deployment.
Microsoft is consolidating role-based Copilot experiences under the Microsoft 365 Copilot license.
Previously, organizations had to purchase a separate Copilot for Sales or Copilot for Service step-up license to unlock these capabilities. That step-up SKU is no longer required.
Now, users licensed for Microsoft 365 Copilot can:
Access Sales and Service Copilot capabilities as part of their existing Copilot license
Install the Sales and Service solutions directly from the Microsoft 365 Copilot Agent Store
Use Copilot for Sales and Service without an additional per user Copilot add on
This simplifies both procurement and long-term licensing strategy.
Microsoft documentation confirms this change in the official FAQ and product overview:
Microsoft Learn FAQ: https://learn.microsoft.com/en-us/microsoft-sales-copilot/sales-m365-copilot-faq
Sales in Microsoft 365 Copilot overview: https://learn.microsoft.com/en-us/microsoft-sales-copilot/introduction
While the Copilot step up SKU is gone, there are still prerequisite licenses required.
To use Sales capabilities in Microsoft 365 Copilot, users must have:
Microsoft 365 Copilot
A supported CRM platform, either Dynamics 365 Sales or Salesforce Sales Cloud
Copilot enhances and connects to your CRM. It does not replace it.
From an IT governance perspective, this means licensing alignment between Microsoft 365, Copilot, and your CRM remains critical.
This change is more than a pricing adjustment. It signals how Microsoft wants Copilot to be consumed.
By bundling Sales and Service capabilities into Microsoft 365 Copilot, Microsoft is reinforcing that Copilot is the single AI layer across roles.
Eliminating the step-up SKU simplifies renewals and reduces licensing sprawl. Finance and procurement teams now have fewer SKUs to manage.
With solutions available in the Copilot Agent Store, IT can enable Sales and Service experiences without complex deployment projects.
At CloudServus, we are seeing a few recurring risks as customers adjust.
Copilot does not function without Dynamics 365 Sales or Salesforce Sales Cloud. Removing or downsizing CRM licenses will break the experience.
Some customers are still planning renewals around the old step-up licenses. Those renewals should be shifted to Microsoft 365 Copilot instead.
Sales and Service Copilot surface sensitive customer data. Without proper data classification, Purview policies, and role-based access, risk increases quickly.
If you are already using or planning to use Copilot, here is what we recommend.
This is also a good time to reassess readiness across identity, security, and data.
CloudServus is a Top 1% Microsoft Solutions Partner and Azure Expert MSP. We help customers cut through licensing complexity and deploy Copilot the right way the first time.
We support customers with:
Microsoft licensing optimization and renewal planning
Copilot readiness and adoption strategy
CRM and Microsoft 365 integration guidance
Security, compliance, and governance alignment
If licensing changes like this feel small on the surface but risky underneath, you are not alone.
You may find value in starting with a Microsoft Licensing Assessment or a Cloud Security Assessment to ensure Copilot adoption does not introduce hidden costs or risk.
Microsoft is making Copilot simpler to buy and easier to use. That’s a win. But successful adoption still depends on licensing alignment, CRM readiness, and strong governance.
If you would like help validating your Copilot renewal strategy or understanding how Sales and Service agents fit into your environment, we can help. Contact us today to talk to an expert.