Clarify CSM/A Escalation Closure Timeline entry steps

- When the issue(s) related to the escalation are resolved or move into a non-escalated state:

  - Post an Escalation Closure Timeline entry in the Gainsight CTA with the status and resolution. Be sure to use the "Escalation Closure" Timeline template in the update (selectable from top right hand corner of the "Notes" box in Timeline).

  - Select "Closure" in the "Post to Slack" field dropdown, which will be used to trigger an automated notification to be sent to the `#escalated_ customers` channel. This hourly process is followed for all except PubSec customers, where you will need to post the escalation closure update manually.

  - In Gainsight, navigate to your account, then to the `Cockpit` tab. Find the CTA that was created for the escalation and open it.

  {{< figure src="/images/handbook/customer-success/csm/escalations/gainsight-cockpit-tab.png" alt="Gainsight account page showing the Cockpit tab" >}}

  - Within the CTA, navigate to its `Timeline` tab. Click `Add Activity` and select `Health Update` for the `Activity Type`. Then click `Apply Template` and use the `Escalation Closure` timeline template.

  {{< figure src="/images/handbook/customer-success/csm/escalations/gainsight-cta-timeine-entry-escalation-closure.png" alt="Gainsight CTA Timeline tab showing the Add Activity dialog with Health Update selected and the Apply Template option" >}}

  - Select `Closure` in the `Post to Slack` field dropdown, which will be used to trigger an automated notification to be sent to the `#escalated_ customers` channel. This hourly process is followed for all except PubSec customers, where you will need to post the escalation closure update manually.

  - Archive the temporary Slack channel

  - Update the customer's CSM Sentiment in Gainsight to reflect the new state of the account.