Final answer:
The goal of a knowledge management solution in Dynamics365 Customer Service is to gather and store information, find expert knowledge, and conduct root cause analysis to address customer queries effectively.
Step-by-step explanation:
In Dynamics365 Customer Service, the goal of a knowledge management solution is to effectively gather and store information from customers and other stakeholders, find expert information either through various sources, and conduct root cause analysis to identify the underlying problems.
A knowledge management solution helps in creating a repository of knowledge that can be readily accessed by customer service agents to resolve customer queries quickly and efficiently. By leveraging expert knowledge and analyzing the root cause of problems, the solution enables organizations to improve their customer service and overall customer satisfaction.