ADVISORY/KANA Executive to Present at the 2004 BCBSA Customer Service and Claims Processing Conference.

Business Editors/High-Tech Writers

ADVISORY...for Tuesday (March 23)

MENLO PARK, Calif.--(BUSINESS WIRE)--March 22, 2004

KANA(R) (NASDAQ: KANA), a leading provider of knowledge-powered CRM applications, today announced that Guy Hilbert, vice president of industry solutions at KANA, will be presenting a session entitled "Web Collaboration: Tune in to a Better Customer Service Channel," at the upcoming 2004 Blue Cross Blue Shield Association Customer Service and Claims Processing Conference.

Who:    Guy Hilbert, vice president of industry solutions, KANA

What:   A presentation entitled "Web Collaboration: Tune in to a
        Better Customer Service Channel" that will discuss how Blue
        Plans can utilize Web collaboration technology integrated with
        service resolution management applications to improve customer
        service and overall member satisfaction by enabling service
        representatives to immediately resolve online service
        requests.

When:   Tuesday, March 23, 3:45-5:00 p.m. EST

Where:  The 2004 BCBSA Customer Service and Claims Processing
        Conference, Renaissance Waverly Hotel, Atlanta, Georgia

KANA's knowledge-powered customer service applications address the needs of Global 2000 organizations in healthcare, telecommunications, financial services, high technology and other markets, giving businesses a competitive advantage and increasing their ability to service, market to and understand their customers. Companies around the world benefit from KANA's knowledge-powered approach to managing customer relationships, which combines sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.

About BCBSA

The Blue Cross and Blue Shield Association is an association of 41 independent, locally operated Blue Cross and Blue Shield plans that collectively provide healthcare coverage for more than 88.3 million - nearly one-in-three - Americans. For more information on the Blue Cross and Blue Shield Association and its Plans, visit www.bcbs.com.

About KANA

KANA (NASDAQ: KANA) provides knowledge-powered customer service applications enabling organizations to better service, market to, and understand their customers and partners. Optimized for specific vertical industries, KANA's iCARE applications are in use at more than half of the world's largest 100 companies. An award-winning, modular suite of eCRM applications available on J2EE and .Net, KANA iCARE applications enable customers to do business when, where and how they want, improving customer experiences while decreasing costs in contact centers and marketing departments. KANA's partner-centric business model includes strategic relationships with the largest systems integrators in the world to support and sell KANA iCARE. For more information visit www.kana.com.

Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995:

Information in this release regarding KANA's forecasts, projections, expectations, beliefs, and intentions are forward-looking statements that involve risks and uncertainties. These statements include statements about KANA's expected revenue, operating results, EBITDA, cash flows, long-term success, new business and market position. All forward-looking statements included in this release are based upon information available to KANA as of the date of this release, which may likely change, and we assume no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. Factors that could cause or contribute to such differences include, but are not limited to: competition in our marketplace, including introductions of new products or services, or reductions in prices, by competitors; risks associated with lack of market acceptance of KANA's products or services; inability to enhance and develop our products and services within budget and on schedule; inability to attract and retain qualified employees, to manage cash and expenditures or to expand sales; inability to manage our business in light of recent personnel reductions; KANA's history of losses; the effect of potential military action and terrorist activities; and slow economic conditions, particularly as they affect spending by our prospective customers on eCRM and similar enterprise software products. These and other factors are risks associated with our business that may affect our operating results and are discussed in KANA's filings with the Securities and Exchange Commission, including our most recent annual report on Form 10-K and our quarterly reports on Form 10-Q.

NOTE: KANA is a registered trademark, and KANA Software, KANA iCARE, KANA Contact Center, KANA IQ, KANA ResponseIQ, KANA Response, KANA Marketing, KANA iCARE Analytics and the KANA logo are trademarks of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.