This is the approach that the consultant should recommend to allow the support agent to edit the Account, while still enforcing the Public Read Only OWD. Account teams are groups of users who work together on an account. Users can add themselves or others to an account team and specify different levels of access for each team member. By adding themselves to the customer's Account team with Edit permissions, the support agent can update the Account information without changing the owner or the OWD. Verified References: [Account Teams]