Customer service is better than average. They are willing to spend time with the newbies to ensure everyone is safe and has a good time. The safety briefing and chono is required before play begins. The pro-shop has all the necessities. Great for a beginner but more experienced players will need to pick up higher end markers and gear elsewhere. (On big game days there other suppliers / teams there who can help you out) I didn't ask if they planned on adding to the store.
Fields are themed and can stand alone but all can be combined for the big games. For newer players the themes make for a better all around experience. Few newbies like playing on a speed field against professionals, all they do is get shot and that's not much fun. The management puts a lot of effort into creating their environments, not just building bunkers. They are building a new fort this year to go along with the pirate ship they just put in. Younger players enjoy the themes, while experienced players enjoy the angles / strategies. They have plenty of facilities, however some more indoor plumbing would be nice (Gripe, sorry).
Last time I was played, there were over 420 people and it wasn't crowded. During the play the teams became lopsided because of players leaving so they asked people to switch sides to make it more fair and fun for all. If you want to play with specific teams or friends, or even against someone, all you have to do is ask and/or register together.
The best thing about Fort Knox though is the price. Field fees are inexpensive compared to some of the others I have been to. I paid $45 for 2 days. They also let you bring your own paint (BYOP) if you have a preference or they sell paint at reasonable prices. No $80 boxes of field paint! Thank God! Obviously they have rentals so players can bring friends. If you pre-register for their big games it will save you more $.