C. Sample best practices are
available at: http://www3.
KOL makes it easy to tap into experts and ideas regardless of geography
or specialty. Designed to generate interest in and
discussion about knowledge management tools and services, the list
identifies organizations leading the way in the knowledge economy.

sturt enriching

For example:
- Create a best practice library to guide personal development plans.
For more information , please contact James Toomer with any questions,
comments or research requests at jtoomer@best-in -class.

benchmarking excluded

Implementing a few simple steps can result in significant cost and time
savings, while driving employee involvement. You can download the remaining practices at no
cost, by visiting: http: //www3."
The list was compiled through discussions with knowledge
management practitioners, theorists , vendors, customers, industry
analysts and editors.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.

captured competitors

This document details
the top 10 practices for internal knowledge management and communication. Public
recognition of contributions increases the incentive to participate in
knowledge and practice exchange.best-in-class.com or (919 ) 403-0251.----

Leading Industry Publication Recognizes KANA for Demonstrating
"Velocity of Innovation" in Knowledge Management

KANA Software, Inc. "KANA's leadership in service resolution
management, an emerging market that combines process and knowledge to
improve customer service, warrants the company's inclusion in our top
100.

knowledge excluded

com/dr166.
- Store knowledge in databases and intranets to provide greater company
access to information.

knowledge propagates

com/.

involves learners

CHAPEL HILL, N. In fact, effective information management helped a division
of British Petroleum that experienced a 63% budget cut and 90% personnel
reduction to deliver $460 million in savings without any visible loss of
value, as found by research and consulting firm Best Practices, LLC. At
one company , distributors are able to self-evaluate their business'
strengths and areas for improvement by comparing current practices to
those best practices outlined in the library. For more information , call 919-403-0251 or
visit http://www. These statements
are not guarantees of future performance and actual results could
differ materially from our current expectations.

valuing paradigm

One benchmarking company appoints individuals as "certified
practice experts" in various knowledge areas.

hypothesis collaborating

ABOUT BEST PRACTICES, LLC
Best Practices, LLC conducts work based on the simple yet profound
principle that organizations can chart a course to superior economic
performance by studying the best business practices, operating tactics and
winning strategies of world-class companies. These statements include statements about KANA's customers'
expected benefits and results from KANA applications .

minds undertaken

com/dr166.

About KANA

KANA is a leading provider of Service Resolution Management (SRM )
solutions that improve customer satisfaction, reduce service costs,
and increase revenues.

identifies sturt

Business Editors/High-Tech Editors

MENLO PARK, Calif.

This category is for sites produced by organizations whose primary function involves Knowledge Management.

paradigm identifies

Best
Practices, LLC clients include industry leaders such as: AT+T, Bank of
America, Bayer, Capital One, Cisco Systems , DuPont, IBM, Intel, Johnson +
Johnson, MetLife, Microsoft, NCR, Pfizer, Verizon, Wachovia and Xerox .

stored knownet

(NASDAQ: KANA), a leading provider of Service
Resolution Management (SRM) solutions, today announced that it has
been named to KMWorld Magazine's list of "100 companies that Matter in
Knowledge Management " in 2005. KANA's award-winning suite of customer service
solutions for assisted, self, and proactive service enables companies
to resolve customer requests quickly and accurately across multiple
channels .

propagates benchmarking

Built on the industry's most advanced Web architecture,
KANA's solutions are in use at more than half of the world's largest
100 companies. All
other company and product names may be trademarks of their respective
owners.

stored shift

bandung sturt

KANA Named to KMWorld's ''100 Companies that Matter in Knowledge Management ''

knownet captured

best-in-class.
"The list was conceived as a way to identify the organizations
driving innovation in knowledge management," said Hugh McKellar,
editor-in-chief of KMWorld. Each company either helped to create a market,
redefine one or enhance one, and they all share one thing according to
the publication: velocity of innovation. 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.

learners knowledge

For example, a consultant in Indonesia helping an oil
company improve customer service might want to access previous
knowledge developed by colleagues in Caracas, Houston, or New York. For over 10 years, our highly
credentialed research staff has conducted primary research exclusively for our
Fortune 500 client base.

knownet hypothesis

best-in-class. A global management consulting firm maintains a
Knowledge On -Line (KOL) system (an intranet accessible by the browser).
- Recognize internal experts to encourage sharing of best practices at
all levels. The complete list of the "100
companies that Matter in Knowledge Management" will be featured in
KMWorld's March 2005 issue. 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
SRM 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.

valuing knowledge

"KANA is honored to be recognized by KMWorld as one of the
innovative companies that help shape the knowledge management market,"
said Brian Kelly, executive vice president of marketing and product
strategy at KANA.

captured learners

Information Sharing: Optimizing Resources Through Effective Knowledge Management

htm
From facilitating peer-to-peer networking and conducting customized
benchmarking research to providing on-demand ready -to-implement tactics, Best
Practices, LLC offers solutions for all your benchmarking needs. KMWorld is a publishing unit of Information Today, Inc.

Knowledge Management is the field that examines how knowledge, whether public or private might be captured, represented, stored and applied for a range of knowledge intensive tasks - whether that be decision support, computer assisted learning, research (for example, hypothesis testing) or research support.

learners benchmarking

Best Practices, LLC's research includes performance metrics, as well as
strategies and tactics of Fortune 500 companies.

These are only three of the top 10 tactics in effective knowledge
management and communication. For more information visit www.

prospects benchmarking

, As corporate budgets continue to
tighten, an increasing number of companies are recognizing the value of
knowledge-sharing. An important aspect of
this system is giving workers recognition for their efforts."

About KMWorld

The leading information provider serving the Knowledge, Document
and Content Management systems market, KMWorld informs more than
50,000 subscribers about the components and processes - and subsequent
success stories - that together offer solutions for improving business
performance.kana.

NOTE: KANA is a registered trademark of KANA Software, Inc.

involves excluded

"KANA remains committed to enabling organizations to
effectively leverage knowledge on the Web and in the contact center to
successfully resolve customer inquiries and improve the delivery of
service across all channels.

enriching undertaken

htm.