Primus Adds Content from KnowledgeBroker, Inc. for a Complete Problem Resolution System for Internal Help Desks.

SEATTLE--(BUSINESS WIRE)--Nov. 30, 1998--Primus, a leading provider of problem resolution and knowledge management software for customer support organizations, today announced that it will resell KnowledgeBases(tm) from KnowledgeBroker, Inc. (KBI) as a part of a complete, ready-to-use problem resolution system for internal help desks.

KBI KnowledgeBases contain thousands of quality solutions to problems associated with widely used software applications including Microsoft Office, Microsoft Windows 95, Windows 97 and Windows NT, Lotus SmartSuite and Novell NetWare.

Primus(R) SolutionSeries(tm) software enables support organizations to increase customer satisfaction and reduce support costs by solving problems more effectively. By integrating pre-packaged KBI KnowledgeBase content directly into SolutionSeries software, help desk technicians can use Primus' natural language search system to quickly find consistent, high-quality answers to commonly encountered problems. When a solution is not immediately available, SolutionSeries software is designed to facilitate the problem-solving process, helping support professionals capture solution knowledge as problems are solved and make those solutions available for reuse by any or all members of the support community.

KnowledgeBases, pre-packaged plug-and-play support solutions, provide help desk technicians with immediate answers to technical support questions while eliminating the need for costly and time-consuming knowledge engineering. Content is field-tested on KBI's 24-hour help desks, where more than one million support calls have been processed.

"Our SolutionSeries products have always integrated with third-party content, but this partnership with KBI enables us to resell their comprehensive pre-packaged KnowledgeBases directly to our customers for help desk applications," said Michael Brochu, president and CEO of Primus. "It is now even more convenient for our customers to access a single SolutionSeries knowledgebase for both internal help desk and external customer support solutions."

"Primus, like KBI, is a leading proponent of knowledge-enabled support," said Brad Stanley, president and CEO of KnowledgeBroker. "With this alliance, our joint customers can get high-quality industry support solutions developed by KBI, as well as quality support tools from Primus that enable them to build a knowledgebase of solutions for their own products."

The Primus -- KBI alliance will also enable the two companies to work together in identifying new KnowledgeBase opportunities for other standard corporate software and hardware applications. Driven by customer demand, newly developed KnowledgeBases will be focused on providing quality content solutions for enterprise-level applications.

Primus SolutionSeries Software

The Primus SolutionSeries family of problem resolution and knowledge management software is specifically designed to help support organizations increase customer satisfaction and reduce costs by solving problems more effectively. Primus SolutionBuilder(R) software enables support professionals to create solutions in the workflow, ensure knowledgebase quality and manage problem resolution processes. Primus SolutionExplorer(tm) software provides support professionals with Web-based access to solution knowledge and the ability to immediately capture and contribute new information to the knowledgebase. Primus SolutionPublisher(R) software allows customers to access solution knowledge directly via the Web and solve problems themselves. All SolutionSeries products integrate easily with leading call-tracking applications, including those from Clarify (Nasdaq:CLFY), Remedy (Nasdaq:RMDY), Siebel Systems (Nasdaq:SEBL) and Vantive (Nasdaq:VNTV).

KnowledgeBroker, Inc.

KnowledgeBroker, Inc. (KBI) is a leading supplier of knowledge-based support technology and services. Established in 1992, KBI provides a full suite of technical support software, service and solutions to businesses, individual users and value-added resellers. KnowledgeBroker develops and licenses KnowledgeBases, support solutions formatted for knowledge management systems, and ASK.ME Pro, a series of standalone help desk programs. KBI operates ASK.ME OnLine (http://www.amol.com), a searchable support site on the Internet. E-mail Technical Support (ETS), support solutions via the Web and e-mail, is provided in conjunction with ASK.ME OnLine. In addition, KnowledgeBroker provides live 24-hour technical support through their multivendor help desk in Dallas, Texas. KnowledgeBroker is traded on the OTC Bulletin Board under the symbol "KBIZ." To reach KnowledgeBroker, Inc., call 800/829-4524, 949/661-7523, or send an e-mail to [e-mail]. For more information about KBI's support products and services, visit KnowledgeBroker's Web site at www.kbi.com.

Primus

Primus is a leading provider of problem resolution and knowledge management software that enables support organizations to capture, share and manage knowledge worldwide. Primus customers include 3COM (Nasdaq:COMS), 3M (NYSE:MMM), Best Software, Inc. (Nasdaq:BEST), Entex, Fujitsu Limited (TSE:6702), Lucent Technology -- Microelectronics Group (NYSE:LU), Marcam Solutions, Inc. (Nasdaq:MRCM), SHL/MCI Systemhouse (Nasdaq:MCIC), Motorola (NYSE:MOT), Network Associates (Nasdaq:NETA), Nortel (NYSE:NT), QAD Inc. (Nasdaq:QADI), Simplex Time Recorder Co., SOFTBANK Services Group and Vanguard Cellular. The Seattle-based firm is privately held with $32 million in venture funding from investors led by Trans Cosmos, Inc., Oak Investment Partners, Norwest Venture Capital, Nevis Capital Management, EnCompass Venture Partners and Piper Jaffray Venture Fund. Primus has offices in Atlanta, Boston, Dallas, Los Angeles, San Francisco and Washington, D.C. Primus Knowledge Solutions UK Ltd., a wholly owned subsidiary of Primus, has offices in London. Primus KK, a joint venture with Trans Cosmos, Inc., markets and sells SolutionSeries products in Japan. For more information, contact Primus at 1601 Fifth Avenue, Suite 1900, Seattle, Washington, 98101, 206/292-1000, or visit the Primus Web site at www.primus.com.

Primus, SolutionSeries, SolutionBuilder, SolutionExplorer, SolutionPublisher and their respective logos are trademarks or registered trademarks of Primus Knowledge Solutions, Inc. Other product and company names mentioned in this publication are the trademarks of their respective owners.