Why is the Address Field Required in Customer Support/Service Desk?

 Greetings,

We are implementing both 12.0.6 Customer Support and Service Desk and when creating a new customer or contact, the Address field is required.  In the Contact Center when creating a customer or contact, the Address field is not required.  This is very confusing to our users who will be using both the Contact Center and Agent Dashboard to create new customers/contacts.  Any reasoning why this is different would be appreciated. 

Thanks,

Kelly