SEATTLE–March 31, 2004—Primus Knowledge Solutions (Nasdaq: PKSI) today announced that Michael Brochu, the company’s president and CEO, will deliver the closing keynote address at the Service and Support Professional Association’s (SSPA) Conference in San Diego on April 6, 2004.
Brochu’s presentation titled “Moving from Customer Service to Customer Satisfaction” will examine the best practices in customer satisfaction, and highlight the steps successful organizations need to take to move from delivering customer service to driving customer satisfaction in today’s business environment, as well as the technology that is enabling this transformation.

Primus is a member and strong advocate of the SSPA, the leading industry association for IT support professionals. Last year, the SSPA honored Primus with its Star Award for Support Technology Vendor of the year. The SSPA Conference in San Diego is the paramount event for the service and support industry to share best practices. For more information about the SSPA or the Conference in San Diego, go to www.thesspa.com.

About Primus Knowledge Solutions, Inc.
Primus Knowledge Solutions (Nasdaq: PKSI) develops award-winning software that enables companies to provide a superior customer experience via contact centers, help desks, Web self-service, and electronic communication channels. Primus technology powers every interaction with knowledge to increase customer satisfaction and reduce operational costs. The company continues to receive industry accolades for its robust product suite. In 2003, Primus received the STAR Award for "Best Support Technology Vendor" from the Service & Support Professionals Association (SSPA), was recognized for its trend-setting products and named one of the "100 Companies that Matter in Knowledge Management" by KMWorld magazine, and received the CRM Excellence Award from the editors of Customer Interaction Solutions magazine. Global organizations such as Allied Irish Bank, The Boeing Company, CompuCom, EMC, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Eastman Kodak Co., HSBC, Orange, Motorola, 3Com, and T-Mobile rely on Primus technology to enhance their customer service and support initiatives. Visit www.primus.com for more information.

Primus, Primus Knowledge Solutions, Primus Answer Engine, Primus eServer, Primus eSupport and Primus eServer iView are registered trademarks or service marks of Primus Knowledge Solutions, Inc. Other products and company names mentioned in this press release may be the trademarks of their respective owners.

Any statements, expectations and assumptions contained in this press release that do not describe historical facts, such as statements about the integration, performance, use, and deployment of Primus products and the anticipated results constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. There is no guarantee that these results will actually occur. Any forward-looking statements contained in this release are based on current expectations, are not guarantees of future performance, and are subject to a number of risks and uncertainties. Factors that could cause actual results to differ materially from current expectations include the following: difficulties encountered in the integration, deployment, or implementation of the Primus products and customer's systems; failure in the customer's widespread adoption and use of the Primus products; quality of the customer's database of solutions; fluctuations in customer demand; use of the Web as a delivery vehicle for customer support or eCRM solutions; risk resulting from new product introductions and customer acceptance of new products; rapid technological change; the risks associated with competition and the rapid consolidation of competitors; continued growth in the use of the Internet; the ability of Primus to manage its growth and integration efforts and the ability of Primus to compete successfully in the future, as well as other risks identified in Primus' Securities and Exchange Commission filings, including but not limited to those appearing under the caption "Factors Affecting our Future Operating Results" in Primus' Report on 10-K filed in March of 2004 . The extent of return on investment of Primus products is specific to our customer's experience.