First and foremost question, why is creating/editing KB articles limited to Agents Only?
I would really like to see you guys create a separate KB permissions in the User Roles section. I would further suggest that you allow any user the ability to Create / Edit KB articles. If this is restricted to only licensed users then it is a pointless endeavor. We simple could not afford to use this KB tool under that kind of licensing scenario. It simply does not have the features needed to warrant a purchase of additional licenses.
Either make the KB free or create a license just for KB permissions. In the meantime I will be reviewing some of the FREE KB systems available on the internet.
Thank you.
